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How to make a customer compliant to GolePay

Purpose

This document is a guide describes the measures that GoolPay.com takes to ensure that effective procedures for the prompt handling of Complaints are in place. It provides clear, accurate and up-to-date guidelines in respect of the Complaints handling process.

GoolPay.com will respond to all complaints (both consumer and non-consumer), written or oral, promptly and in an appropriate manner. GoolPay.com’s process is intended to promote a quick, decisive, fair and accurate response to all inquiries, questions and concerns brought to GoolPay.com’s attention.

A Complaint management process acts as a control against compliance violations. Complaints provide an opportunity for GoolPay.com to improve its processes and procedures to communicate with customers so they better understand a product or service.

There may be occasions when we didn’t offer you the best service. For this we apologize, to make a complaint, please send us an email at [email protected] and include:

  • Your email and phone number  
  • Transaction number (s) if your complaint is about a specific transfer 
  • Full details of your complaint 
  • What would you like us to do to remediate

Complaint Processing Guidelines

GoolPay.com will:

* Notify you by email that we received your complaint
* Request further information from you if required 
* Investigate your compliant, referring to our https://www.goolPay.com/tos
* email you to detail investigation steps explain the outcome of your complaint 

We aim to resolve your complaint as soon as possible, and in most cases, we will arrange to send you a final response within 15 working days and for complex cases up to 35 days.

Escalated Complaints

Certain customer complaints are given priority and escalated to Compliance and/or Sr. Leadership to review.

If you are still not happy:

If you are not happy with our final response, you can escalate to the dispute association for your location. Please find our regional contact details below. 

Region: NOTICE REQUIREMENT

United STATES

ALL other US States

For all transactions from consumers in all other US States:

If your complaint is still unresolved after first contacting Gool Pay Inc. and the applicable State Department, please contact the Consumer Financial Protection Bureau at phone: 855-411-2372 or at fax: 855-729-2372.

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