We take complaints seriously and treat them as feedback that improves our service. This page explains how to lodge a complaint, what to include, how long the process takes, and what you can do if you are not satisfied with our decision.
Every complaint is recorded in an internal register with a unique reference number, investigated by staff who were not involved in its cause, and answered in writing. We are committed to a transparent process: you always know where your complaint stands and who is handling it.
Step 1: Submission. Send your complaint to [email protected] with the word "COMPLAINT" in the subject line. You receive a reference number automatically.
Step 2: Acknowledgement. Within one business day a staff member confirms receipt and may ask for additional details.
Step 3: Investigation. The team reviews account records, audit logs and related communications. You receive an update if the investigation will take longer than five business days.
Step 4: Decision. A written reply states the outcome, the reasoning, and any corrective action such as a fee adjustment or access restoration.
Step 5: Closing confirmation. We ask whether the resolution satisfies you; if not, the file can be escalated to the department manager.
Include your full name and registered email, the reference number if you have one, the date and time of the incident, a description of what happened, and the outcome you expect. Screenshots help but are not compulsory.
Never include: passwords, 2FA codes, full card numbers or wallet recovery phrases. We never ask for these, and any email that does is not from us.
Acknowledgement is issued within one business day. Standard investigations complete within ten business days; complex cases involving third parties such as banks or payment providers can take up to twenty business days. If that period must be extended, we tell you the reason and the new expected date before the original deadline passes.
If a complaint cannot be settled through the internal process, or you disagree with the final decision, you may contest it in writing to the manager of the Client Support & Compliance department, who reviews the file independently. Complaints that still cannot be resolved directly may be escalated by clients through recognised Malaysian dispute-resolution channels such as the Ombudsman for Financial Services (OFS); the OFS's own eligibility rules determine whether a case falls within its jurisdiction.
Support email for all complaints: [email protected]. Responsible department: Client Support & Compliance. Operating hours: Monday to Friday, 9:00–18:00 MYT (excluding public holidays); first reply usually under one business hour. Postal address: Level 33, Menara Prestige, Jalan Pinang, 50450 Kuala Lumpur, Malaysia.
Urgent security complaints, such as a suspected account takeover, should use the subject "INCIDENT" and follow the process on the Security page, so the account can be locked immediately before a full investigation begins.