Complaints Policy
If you have any questions about the services, please contact us at [email protected].
When Keeta investigates a complaint, we will rely on information provided by the customer and information already on file. To help Keeta investigate the complaint quickly and efficiently, we will require the customer to provide the following information:
- Name and contact information
- Transaction information (ex., date/time, amount, etc.)
- The type of complaint or error asserted by the customer, and
- Any other relevant details or information related to the complaint
If a customer needs assistance in making or submitting a complaint, the customer can contact Keeta at [email protected].
Depending on the nature of the complaint, Keeta may contact the customer to clarify information provided within the original complaint and obtain the following additional information:
- Details regarding any steps the customer has already taken to resolve the complaint
- Details related to any conversations the customer may have had with Keeta that may be relevant to the complaint
- Copies of any documentation which support the complaint
UK Residents: If, for whatever reason, you are unhappy with the resolution of your complaints, you can contact the UK’s Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.
EU Residents: If, for whatever reason, you are unhappy with the resolution of your complaints, you may be able to refer your complaint to the Financial Services Complaints Tribunal (KiFiD): Postbus 93257 2509 AG, DEN HAAG Telephone: 070-333 8 999 www.kifid.nl
For general inquiries, email us at
[email protected].
For press inquiries, email us at
[email protected].
Disclosure
*Keeta partners with regional banking providers and payment networks for final payment delivery. Settlement times may vary. Copyright © 2024 Keeta, Inc. All rights reserved. Keeta® is a registered trademark of Keeta, Inc. Keeta is a technology provider, not a bank. Payment services in the United States are provided by Keeta Financial Services, Inc., a wholly-owned subsidiary of Keeta, Inc. US banking services are provided by Community Federal Savings Bank (member FDIC). The KeetaPay Debit Card is issued by Community Federal Savings Bank, member FDIC, pursuant to a license from Visa U.S.A. Inc. Visa is a registered trademark of Visa, U.S.A. Inc. All other trademarks and service marks belong to their respective owners. Keeta Financial Services Canada ULC is authorized by the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) for the provision of money transferring and payment services under Money Services Business (MSB) registration number M23772971. Payment services in Mexico are provided by Hyperjump Servicios, S. de R.L. de C.V., a wholly-owned subsidiary of Keeta Financial Services, Inc. Mexican banking services are provided by Fundación Dondé Banco, Sociedad Anónima, Institución de Banca Múltiple. Keeta Financial Services UK Limited is an EMD Agent of The Currency Cloud Limited. Payment and e-money services are provided by The Currency Cloud Limited. Registered in England No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorized by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199). Payment services for UAB Keeta Financial Services EU are provided by CurrencyCloud B.V.. Registered in the Netherlands No. 72186178. Registered Office: Nieuwezijds Voorburgwal 296 - 298, Mindspace Nieuwezijds Office 001 Amsterdam. CurrencyCloud B.V. is authorised by the DNB under the Wet op het financieel toezicht to carry out the business of a electronic-money institution (Relation Number: R142701).