Complaints
If something has gone wrong, we want it in writing so it can be reviewed properly. This page explains how to raise a complaint, what to include and what happens after you send it.
How to raise a complaint
Send your complaint to support@cardexapro.com. Written complaints are handled by the program-management team at TOONPAY TECHNOLOGIES LIMITED and logged on receipt.
If your complaint concerns a card transaction, card issuance, a declined payment or any regulated financial service, it may need to be handled by the licensed provider or issuing partner rather than by Cardexa Pro. Where that is the case, we will tell you and pass the complaint on with your details.
What to include
A complaint is easier to resolve when it arrives complete. Please include:
- Your full name
- Your email address
- Your phone number
- Your user or account identifier, if you have one
- The transaction reference, if the complaint concerns a specific transaction
- The complaint category — for example account access, payout, card, verification, data or service
- A description of what happened, including dates
- Any supporting documents or screenshots
Do not send full card numbers, passwords, security codes or copies of identity documents by email unless we ask for them through a secure channel.
What happens next
The process below is the intended handling standard. Response times are shown as placeholders and will be confirmed once the licensed provider sets the applicable service levels.
| Stage | What happens | Timing |
|---|---|---|
| Acknowledgement | We confirm we have your complaint and give it a reference. | Confirmed before launch |
| Review | We look into what happened and may ask you for more detail. | Confirmed before launch |
| Outcome | We write to you with our findings and what, if anything, we will do. | Confirmed before launch |
| Escalation | Where the matter concerns a regulated service, it is referred to the licensed provider or issuing partner. | Confirmed before launch |
Response times are not yet published. Cardexa Pro will not state a binding deadline until the service levels that apply to this program are confirmed.
If you are not satisfied
If you are unhappy with the outcome, reply to the response you received and ask for the complaint to be reviewed again, explaining what you think was missed.
Where a complaint concerns a regulated financial service, you may also have the right to refer it to the relevant external dispute-resolution body. That body depends on the licensed issuer and your jurisdiction; the details will be published here once the provider and issuer are confirmed and the exact wording is approved.
Records
Complaints, correspondence and outcomes are recorded and retained in line with the Privacy Policy and the record-keeping requirements that apply to the program.