1. Our Commitment
Seza App LLC is committed to treating all customers fairly. We take complaints seriously and aim to resolve them promptly, transparently, and in accordance with applicable laws and regulations.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction related to Seza or SezaPay services, including (but not limited to):
- Failed, delayed, or incorrect transfers
- Billing or payment issues
- Account restrictions or verification concerns
- Customer support experience
- Suspected fraud or unauthorized activity
3. How to Submit a Complaint
Email support@seza.app with:
- Your full name
- Email or phone number used
- Date and amount of the transaction
- A clear description of the issue
We will acknowledge receipt of your complaint and investigate using transaction records and partner confirmations.
We will provide a response or resolution as quickly as possible, including refunds or corrections where applicable.
4. Response Timeframes
- Acknowledgment: within 2 business days
- Initial review: within 5 business days
- Final response: typically within 10–15 business days
Complex cases involving third-party providers or international corridors may require additional time.
5. Escalation
If you are not satisfied with the resolution provided by customer support, you may escalate your complaint by contacting our compliance team:
Email: compliance@seza.app
Please include all prior correspondence and reference numbers to help us review your case efficiently.
6. Regulatory & Legal Matters
Seza App LLC operates SezaPay as a payment facilitation service and is registered as a Money Services Business (MSB) with FinCEN. We comply with applicable laws relating to consumer protection, anti-money laundering, and fraud prevention.