Official Legal Document
Complaint & Dispute Resolution Policy
3-tier escalation framework, response SLAs, dispute investigation workflows, and governing law.
Last updated: August 6, 2026
1. Customer Support & Dispute Commitment
Paylenta Technology LTD ("Paylenta") is committed to delivering transparent, reliable, and fair financial services. If you experience an issue with a transaction, service disruption, or account concern, this policy sets out our formal complaint handling process.
2. 3-Tier Internal Escalation Matrix
| Escalation Level | Scope of Issues | Target Response / Resolution SLA |
|---|---|---|
| Level 1: Customer Support | General inquiries, airtime/data top-ups, basic account assistance, bill status. | 1 minute to 2 hours |
| Level 2: Technical & Gateway Desk | Interbank transfer delays, NUBAN provisioning, payment gateway issues, virtual card settlement. | 2 hours to 4 hours |
| Level 3: Compliance & Security | AML holds, fraud investigations, identity verification appeals, legal disputes. | Within 24 hours |
3. How to Submit a Dispute or Complaint
- In-App 'Report Issue': Navigate to the transaction details screen in the Paylenta App and tap 'Report Issue'.
- Official Support Email: Send an email detailing your full name, phone number, transaction reference ID, and issue description to support@paylenta.com.
- WhatsApp Support Desk: Message our official support hotline at +234 708 834 3072.
4. Formal Dispute Resolution & Arbitration
4.1 Good-Faith Negotiation
In the event that an issue cannot be resolved through our 3-tier internal escalation matrix, both parties agree to engage in good-faith negotiations for a minimum of 30 business days.
4.2 Binding Arbitration
If negotiations fail, the dispute shall be referred to and finally resolved by binding arbitration in accordance with the Arbitration and Mediation Act of the Federal Republic of Nigeria.
5. Governing Law & Jurisdiction
This policy and all legal disputes arising out of Paylenta Services are governed strictly by the laws of the Federal Republic of Nigeria, with exclusive jurisdiction resting in Nigerian courts.