Consumer Protection & Complaints

MobiCash aims to provide clear, fair, accessible and accountable digital financial services. Customers should receive understandable information about service use, fees, transaction status, complaint channels, dispute handling and support escalation.

Consumer Protection Principles

MobiCash services should be delivered with transparency, fair treatment, secure handling of customer information, accessible support, responsible communication and traceable transaction evidence.

Complaints and Disputes

Customers may submit complaints relating to failed transactions, delayed settlement, incorrect charges, account access, merchant payments, agent services, unauthorized activity, service availability, privacy concerns or support quality.

Escalation

Complaints should be recorded, acknowledged, investigated and closed with a clear response. Where a complaint cannot be resolved immediately, the customer should receive a reference, expected response path and escalation channel.

For complaints, use the Contact & Complaints page or email info@mobicashonline.com.