Telling us
Write to hello@zenvapay.com. Include your registered email address and, if the complaint concerns a transaction, its reference — you will find it on the transaction in the app. The reference is what lets us find the exact record rather than search by approximation.
What happens next
- Within one working day we acknowledge your complaint and give you a reference for it.
- Within five working days we tell you what we have found, or — if it is taking longer — what we are still checking and why.
- Within fifteen working days we give you our final answer.
If a complaint concerns money that left your wallet, we will trace it through our own records and, where necessary, with the provider who carried the transaction. Every entry against your account is recorded, so there is always something definite to check rather than an opinion to exchange.
If our answer does not satisfy you
Tell us, and a different person will review it — not the person who answered first.
Beyond that, you may escalate a complaint about a financial service to the Central Bank of Nigeria's Consumer Protection Department, and one about your personal information to the Nigeria Data Protection Commission. Doing so does not cost you anything and does not affect your account.
What we do with complaints
We record every complaint and what it was about. Where several point at the same cause, that is a defect to fix rather than a queue to work through — which is the main reason we keep the record at all.