Complaints

If we got it wrong, we'll put it right.

Every complaint gets a reference, a named owner and updates until it's resolved. Here's how it works.

  1. 1LoggedYou get a reference the moment you submit, and the complaint is assigned to a named person.
  2. 2InvestigatedWe trace what happened with the banks, card schemes or networks involved, and may ask you for details.
  3. 3Put rightWe tell you what we found and what we're doing about it, including any refund or reversal due to you.
A customer care manager with a tablet
CMP-4H8D-2KQ7Resolved
Logged and assignedTraced with the bankReversal sent

Tell us what happened

The more you include, the faster we can trace it.

  • The transaction reference, date and amount
  • What you expected to happen
  • What actually happened
  • Any earlier ticket reference
FAQ

Questions, answered.

Can't find yours? Talk to a person

How do I dispute a card or POS payment?

Include the transaction reference, date and amount. Card disputes go through the card scheme's chargeback process, and we keep you updated at each step.

Can I complain about how a support request was handled?

Yes. Add your ticket reference and tell us what went wrong. A different person will review it.

What if I'm still not satisfied?

If you're not happy with our final response, you can escalate to the Consumer Protection Department of the Central Bank of Nigeria. Quote your CSwitch complaint reference.