If something goes wrong, we want to put it right quickly. This page explains how to raise a complaint, how we handle failed or disputed payments, and what to do if you are not happy with our answer.
1. How to complain
- Email contact@xexopay.ng
- Use the form on our Contact page
Please include your registered email address, the transaction reference, the date and amount, and what went wrong. Never send us your PIN or password.
2. What happens next
- We acknowledge your complaint within 24 hours and give you a reference number.
- We aim to resolve it within 5 business days. If it will take longer, we will tell you why and when to expect an answer.
- We send you our final response in writing.
3. Failed payments
- If an airtime, data or bill payment fails, or your wallet is debited but the service is not delivered, the amount is returned to your wallet automatically, normally within 24 hours.
- If a refund has not arrived in that time, contact us with the transaction reference and we will investigate.
- If you sent a bank transfer to your XexoPay account number and it has not been credited, send us the sender’s bank name, amount, date and session ID from your bank.
4. Payments sent in error
Completed payments to other XexoPay users cannot normally be reversed. If you sent money to the wrong person, contact us at once. We will contact the recipient and ask them to return it, but we cannot guarantee recovery. Purchases of airtime, data and bill payments to the wrong number or customer ID cannot usually be refunded once delivered.
5. Unauthorised transactions and fraud
If you see a transaction you did not make, or think someone else has access to your account, contact us immediately. We will block your account to prevent further loss and investigate. We will tell you the outcome and refund any amount we are responsible for.
6. If you are not happy with our response
If we have not resolved your complaint within 14 days, or you are unhappy with our final response, you can escalate it to:
- the Consumer Protection Department of the Central Bank of Nigeria (cbn.gov.ng); or
- the Federal Competition and Consumer Protection Commission (fccpc.gov.ng).
For complaints about how we use your personal data, you can also contact the Nigeria Data Protection Commission (ndpc.gov.ng).