When does something qualify as a complaint? 📋
Not every question is a complaint. These are situations in which a complaint can be filed:
A payment was declined and you don't understand why.
Your balance is incorrect, or a top-up hasn't arrived.
A payment was made without your authorization.
You are dissatisfied with a previous support experience and want it formally recorded.
You suspect that your personal data has been processed incorrectly.
How do you file a complaint? 📨
Send an email to [email protected] with "Formal Complaint" as the subject. Include the following information in your email:
Your name
The email address linked to your Payflip account
The last 4 digits of your card
A brief description of what happened
What happens next? ⏱️
The procedure after your complaint is received is as follows:
Within 1 business day ➡️ we confirm receipt and start working on your complaint to provide your with an answer as soon as possible
Still not satisfied with our response? ❌
As a Belgian consumer, you have the right to submit your complaint to external bodies:
Ombudsfin ➡️ the out-of-court dispute resolution body for financial services in Belgium.
Enfuce (the card issuer) ➡️ via enfuce.com/contact. Enfuce License Services Ltd is supervised by the Finnish Financial Supervisory Authority (FIN-FSA). You may also have the right to submit your complaint to the Finnish Consumer Disputes Board.
🚨 Card lost or stolen? Block your card first via the Payflip app and then send an email to [email protected]. This is faster than the complaint procedure and protects you immediately. 🚨