We're sorry to hear something about our service is making you unhappy. When something has gone wrong, we want to know so we can put it right as quickly as possible. Your feedback is extremely valuable as it allows us to continually improve our products and services.
Read more >To help make it easy, you can get in touch with PaySimati via email, at any time. It’s a good idea to have your payment transaction reference number/s handy when you contact us, so we can find your account details quickly.
We’re committed to addressing all complaints, fully and fairly, and in a reasonable timeframe.
To raise your issue with a member of our team, there is an easy way to get in touch with us:
Read more >Firstly, speak to us by calling 088 480 4748. If you call us, our Customer Success team will do everything they can to resolve your complaint right away.
If you contact us another way, one of our Customer Experience Consultants will make contact within 2 business days to discuss your issue with you. If we require more time to propose a solution, we will let you know and confirm when we will next make contact to provide an update.
If you are unhappy with the outcome of your complaint following a conversation with one of our team, one of our managers will pick it up and see how they can help find a solution.
Read more >If you've already tried contacting our Customer Success team, and would like to file an official complaint, then the best way to do so is by writing to us at: hello@paymaart.com.
If you consider your complaint to be resolved by the close of the third business day, we will provide you with a Summary Resolution Communication for your records.
We strive to resolve most complaints within a matter of hours, however sometimes issues are complex and may take time to be thoroughly investigated.
Read more >We’ll send a letter if your case is still ongoing after 15 days and we will confirm our Final Response no later than 35 business days from the date you first made the complaint. If for any reason we cannot give you a final response within 35 business days, we will write to you to explain why.
To help us review and resolve your complaint as quickly as possible, make sure to include the following:
We aim to confirm that we've received your complaint within one business day, and to respond to your complaint within 7 business days (and no later than 15 business days).
PaySimati is authorised and regulated by the Reserve Bank of Malawi as an Electronic Payments Institution and is bound by the relevant guidelines and regulations that govern electronic payment service providers in Malawi.
