Complaints Procedure
1. Purpose & Scope
This procedure follows international standards (e.g., ISO 10002:2018, FATF rules) and regional regulations (e.g., EU PSD2, HKMA guidelines) to handle user complaints fairly and quickly.
It applies to all PayWorldCard users (individual/corporate) complaining about:
- USD transactions: Recharge, withdrawal, transfer, cross-border payment failures;
- Account issues: Unauthorized access, wrong USD balance freeze, verification delays;
- Compliance/security: AML/KYC disputes, USD fraud, data leaks;
- Service quality: Slow responses, wrong USD exchange rates, missing receipts.
2. How to Submit a Valid Complaint
2.1 Requirements for a Valid Complaint
- You must be a registered PayWorldCard user (or corporate authorized agent with a power
of attorney);
- Include specific details: Date, USD transaction ID, clear issue description;
- Attach evidence (e.g., USD receipts, error screenshots, bank statements);
- The issue hasn't been solved via court, arbitration, or regulators.
2.2 Submission Channels (Multilingual: English, Chinese, Spanish, Arabic)
- Online Portal: Log in to www.payworldcard.com → "Help Center >
Complaint
Submission" → Fill form + attach evidence. Get a tracking number instantly.
- Complaint Email: Send to service@payworldcard.com. Subject:
"Complaint-User
ID-Issue" (e.g., "Complaint-U12345678-USD Withdrawal Delay"). Include your name,
contact,
transaction ID, and evidence.
- Secure Messages: Use the "Secure Message" function in your account
(encrypted for
USD data safety).
- Corporate Submission: Corporate users submit a sealed complaint
letter via the
online portal or email (service@payworldcard.com). Include authorized contact and
company ID.
- You must be a registered PayWorldCard user (or corporate authorized agent with a power of attorney);
- Include specific details: Date, USD transaction ID, clear issue description;
- Attach evidence (e.g., USD receipts, error screenshots, bank statements);
- The issue hasn't been solved via court, arbitration, or regulators.
2.2 Submission Channels (Multilingual: English, Chinese, Spanish, Arabic)
- Online Portal: Log in to www.payworldcard.com → "Help Center >
Complaint
Submission" → Fill form + attach evidence. Get a tracking number instantly.
- Complaint Email: Send to service@payworldcard.com. Subject:
"Complaint-User
ID-Issue" (e.g., "Complaint-U12345678-USD Withdrawal Delay"). Include your name,
contact,
transaction ID, and evidence.
- Secure Messages: Use the "Secure Message" function in your account
(encrypted for
USD data safety).
- Corporate Submission: Corporate users submit a sealed complaint
letter via the
online portal or email (service@payworldcard.com). Include authorized contact and
company ID.
Note: No phone complaints (to keep records). All must be in writing (electronic/physical) with evidence.
3. Complaint Handling Process & Timelines
Total resolution time: Max 45 calendar days (per PSD2 rules).
3.1 Step 1: Acknowledgment (Within 2 Working Days)
- We'll send you a notice with your tracking number and handler's contact via your
submission channel.
- If evidence is missing, we'll ask for more (you must reply within 5 working days, or
the complaint
pauses).
3.2 Step 2: Investigation & Proposal (Within 15 Working Days)
- We'll check the issue with relevant teams (e.g., USD transaction, risk control):
- For USD payment failures: Verify logs with banks (HSBC, Citibank) or
networks (Visa, SWIFT);
- For freezes: Review AML records and share a redacted risk report;
- For exchange rates: Compare with Bloomberg/Reuters interbank rates.
- We'll send a resolution proposal (e.g., USD refund + fees, unfreeze,
compensation for losses). You
have 7 working days to accept/reject (no reply = accepted).
3.3 Step 3: Escalation (If Needed, Within 20 Working Days)
- If you reject the proposal: Apply to the "International Complaint Review
Committee (ICRC)" within 7
working days (explain why + add new evidence) via the online portal or email
(service@payworldcard.com).
- ICRC (independent experts + lawyers) will review and issue a final decision
in 20 working days.
We'll implement it within 3 days (e.g., process USD refund).
4. Records & Supervision
- All complaint materials (forms, evidence, decisions) are stored securely for 5
years (per FATF
rules) and indexed by tracking number.
- Monthly checks: We fix recurring issues (e.g., EU cross-border USD delays).
- Annual audit: Independent ISO 10002-certified firms check compliance. Report
published on our
"Compliance" webpage.
5. If You're Still Unhappy
- We'll check the issue with relevant teams (e.g., USD transaction, risk control):
- For USD payment failures: Verify logs with banks (HSBC, Citibank) or networks (Visa, SWIFT);
- For freezes: Review AML records and share a redacted risk report;
- For exchange rates: Compare with Bloomberg/Reuters interbank rates.
- We'll send a resolution proposal (e.g., USD refund + fees, unfreeze, compensation for losses). You have 7 working days to accept/reject (no reply = accepted).
3.3 Step 3: Escalation (If Needed, Within 20 Working Days)
- If you reject the proposal: Apply to the "International Complaint Review
Committee (ICRC)" within 7
working days (explain why + add new evidence) via the online portal or email
(service@payworldcard.com).
- ICRC (independent experts + lawyers) will review and issue a final decision
in 20 working days.
We'll implement it within 3 days (e.g., process USD refund).
4. Records & Supervision
- All complaint materials (forms, evidence, decisions) are stored securely for 5 years (per FATF rules) and indexed by tracking number.
- Monthly checks: We fix recurring issues (e.g., EU cross-border USD delays).
- Annual audit: Independent ISO 10002-certified firms check compliance. Report published on our "Compliance" webpage.
5. If You're Still Unhappy
If you disagree with ICRC's decision, or we miss timelines, use these external channels:
- Regulators: EU (e.g., Banque de France), Hong Kong (HKMA), U.S. (CFPB/OFAC for AML);
- ADR Services: UK Financial Ombudsman, International Centre for Dispute Resolution (ICDR);
- Legal Action: Follow the jurisdiction in your PayWorldCard User Agreement (e.g., Hong Kong/New York).
6. Updates
We may update this procedure for new rules (e.g., ISO 10002 changes). We'll email you (to your registered address) and post it on our website 30 days before it takes effect. Using our USD services after that means you accept the updates.
Compliance Contact: service@payworldcard.com