Complaints

Tell us what happened

Use the contact form, email app.pesewapay@gmail.com, or call +233 50 737 9051.

The most useful things to include are the date, the amount, and the reference of the transaction if you have it. Every movement of money on PesewaPay carries a reference, and with it we can find exactly what happened rather than asking you to describe it twice.

What we do

1. We acknowledge it, so you know it reached a person and is not sitting in an inbox.
2. We look at the record. Every movement of money is recorded on both sides at the moment it happens, so the question of what took place is usually answerable from the ledger rather than from memory.
3. We tell you what we found — including when what we found is that we were wrong.
4. We put it right where it is ours to put right, and explain what we are doing.

How long

We aim to acknowledge within one working day and to resolve within ten. Something that depends on a third party — a mobile money network, or our payment processor — can take longer, and if it does we will tell you that rather than going quiet.

If our answer is not good enough

Say so, and ask for it to be looked at again by someone who did not handle it the first time.

If you are still not satisfied, you can take a complaint about a payment service to the Bank of Ghana, and a complaint about how your personal data was handled to the Data Protection Commission of Ghana. Using our process first does not take away that right, and we will not ask you to.

A note on what we can and cannot do

Some things are within our control and some are not, and being clear about which is which saves everybody time.

• We can trace any movement of money on PesewaPay, reverse what we got wrong, and explain what the record shows.
• We cannot reverse a payment you authorised to somebody who was entitled to receive it. If you believe you were defrauded, tell us — we will help with the record and cooperate with any investigation.
• Withdrawals out of PesewaPay to a bank or mobile money are not yet built. If your complaint is that you cannot withdraw, that is the reason, and it is on our roadmap rather than a fault on your account.