Complaints and disputes
Tell us about a problem, follow a complaint or request a review.
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Last updated 2026-10-13
Submitting a complaint
Use the contact page or contact@kasapay.net. Never disclose your password, payment PIN or sign-in code. Include “Complaint”, the relevant reference, date, currency, amount and desired outcome. Profile or test issues can be reported without a payment reference. Clearly identify urgent fraud reports.
Handling
The complaint is recorded, assigned and assessed. If more information or a partner response is needed, the next steps are explained. A response sets out the result and useful actions. Acknowledgement and resolution timelines will be specified for the service when it opens.
Disputed payment
Do not repeat a pending payment to unblock it. Debits without confirmed credit are checked with the institutions. See refunds. Reporting an unauthorised payment enables assessment; reimbursement is neither automatically excluded nor guaranteed without assessment.
Further review and remedies
If you are dissatisfied, request further review using the case reference. You may also contact the holding institution for matters within its remit. Legal remedies remain available. Reporting to the BCC follows applicable official procedures; the BCC should not be presented as a mediator guaranteeing compensation.
Urgent incidents and data requests
For a suspected unauthorised debit or lost payment instrument, promptly contact both KASAPAY and the institution holding that instrument through their official channels. Clearly state what happened and retain the reference. This page does not guarantee continuous monitoring or immediate blocking through email.
A complaint does not waive statutory deadlines or rights. Account closure does not end an unresolved payment dispute. Requests concerning personal data use the procedure in privacy; their statutory response periods are distinct from payment-complaint handling targets, which remain to be confirmed. Preparing an email on the contact page is not proof that a complaint has been received.