How do I file a complaint?
At CardUp, we are committed to providing you with the highest standard of customer service. We understand that there may be times when your experience does not meet your expectations, and we want to assure you that your feedback is important to us. If you are dissatisfied with our service, please let us know, and we will do our utmost to resolve your issue.
Where should I send my complaint?
To file a complaint, please follow these steps:
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Email Us: Send your complaint to complaints@cardup.co using the email address associated with your CardUp account.
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Include Essential Information: In your email, please provide the following details to help us understand your situation better:
- Your Full Name: This helps us locate your account and understand your issue.
- Your Contact Number: We may need to reach out to you for additional information.
- Payment ID: If your complaint is related to a specific transaction, please include the Payment ID in the format of txn_123456789.
- Description of Your Complaint: Clearly outline the issue you experienced. The more details you provide, the better we can assist you.
- Proposed Solution: If you have a specific resolution in mind, please share it with us. This will help us understand your expectations.
Response Time
Once we receive your complaint, our dedicated team of specialists will review your case. You can expect to hear back from us within 1-3 working days. We are committed to resolving your issue as quickly and efficiently as possible.
Thank you for bringing your concerns to our attention. Your feedback is crucial in helping us improve our services.