How do I make a complaint?

Last updated: 2nd April 2021

We’re sorry you didn’t get the service you’d expect from 3E. To make a complaint, pleasesend us an emailand include:

• your 3E account number (Your registered phone number with 3E)
• the payment/transfer order number(s), if your complaint is about a specific payment/transfer
• what your complaint is about
• what you’d like us to do to fix it

What happens after I make a complaint?

3E will:

• email you that we got your complaint
• ask for any extra information, if we need it

• investigate your case and your concerns, referring to theTerms and Conditions

• email you to explain what actions we took and why

We’ll look into your case as quickly as possible, and will send you a final response within the time frame listed for your region.

Your region is based on the registered address of your 3E account:

• Australia: within 45 days
• European Economic Area (European Union member states plus Iceland, Liechtenstein and Norway): within 30 days
• Indonesia: within 40 working days
• Singapore: within 30 working days
• United Arab Emirates: within 60 days
• United States: if we can’t send a final response within 10 working days, we’ll let you know. In some cases, we can take up to 90 days to check your case
• UK and any other region not listed above: within 35 days
• Economic Community of West African States (ECOWAS): within 60 days

What if I’m not happy with the response?

If you’re not happy with our final response, you can forward your complaint to the dispute body in your region.

Australia

In Australia you can make a complaint with the Australian Financial Complaints Authority (AFCA).

• Website:www.afca.org.au

• Email:info@afca.org.au

• Phone: 1800 931 678 (free call)
• Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001

The AFCA has time limits for when you can make a complaint. Check these on theAFCA website.

Japan

For general inquiries alwaysCustomer Support. But if you have a complaint or dispute regarding your transfer with us, you can use these external organisations:

Japan Payment Service Association "Customer Service" (Japanese only)

• Website:https://www.s-kessai.jp/consumer/giftcard_prica_netprica/funds_consumer_inquiry_cg.html

• Phone: 81 3 3556 6261 (JST)

Complaint Processing Procedures (The financial ADR system)

ADR (Alternative Dispute Resolution) is a system that aims to resolve problems through discussions without trial. If a consultation/complaint requested by you has not been resolved after a considerable period of time, and you wish to have it resolved by a third-party organisation, we will suggest you to contact the following organisations:

• Complaint Processing Procedures Japan Payment Service Association
• Phone: 03 3581 0031
• Dispute Resolution Procedures Tokyo Bar Association Dispute Resolution Center
• Phone: 03 3595 8588
• Daini Tokyo Bar Association Arbitration Center
• Phone: 03 3581 2249

Singapore

In Singapore you can make a complaint online with theMonetary Authority of Singapore(MAS). You have 6 months to make a complaint after we send you a final response.

US

In the US, you can make a complaint online with theConsumer Financial Protection Bureau, or yourstate regulator.

European Economic Area (European Union member states plus Iceland, Liechtenstein and Norway)

If you’re located in the European Economic Area, you can reach out to the Ombudsfin in one of the 4 languages - French, Dutch, German and English. Requests can be submitted by letter, fax, e-mail or via the online complaint form available on the Ombudsfin website. Please make sure you have reached out to 3E first and that no more than one year has passed since your complaint to 3E.

• Website:www.ombudsfin.be

• Email:ombudsman@ombudsfin.be

• Mailbox: Ombudsfin, North Gate II, Boulevard du Roi Albert II, n°8, bte. 2, 1000 Brussels, Belgium
• Fax: +32 2 545 77 79

If you live in the European Economic Area, you can also make a complaint on theEuropean Commission website.When they ask for an email address for us, enter complaints@3E.com.

United Arab Emirates

If we are unable to reach a resolution you can raise a complaint with the ADGM Court.

• Website:https://adgmcourts.com/

Indonesia

If you are living in Indonesia or sending money from IDR currency and have a complaint that you’d wish to escalate — you can turn to the Bank of Indonesia.

• Website:www.bi.go.id

• Phone: Call Center BICARA 1500 131

• Email:bicara@bi.go.id

• Fax: (021) 2311901

For physical mail:

• For customers residing in DKI Jakarta, Kabupaten/Kota Bekasi, Kabupaten/Kota Bogor, Kabupaten Karawang, and Kota Depok area: Departemen Kebijakan dan Pengawasan Sistem Pembayaran Kompleks Perkantoran Bank Indonesia, Gedung D Lantai 5 Jalan M.H. Thamrin No. 2, Jakarta 10350
• For customers residing outside the areas mentioned above, mail can be addressed to the closest Bank of Indonesia representative office.

You have 60 working days to make a complaint after we send you a final response.

United Kingdom, and any other region not listed above

You can make a complaint with the Financial Ombudsman Service (FOS).

• Online:www.financial-ombudsman.org.uk

• Email:complaint.info@financial-ombudsman.org.uk

• Mail: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
• Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00am–8:00pm (GMT), and on Saturday from 9:00am–1:00pm (GMT)
• If you’re not in the UK, call +44 20 7964 0500.

Economic Community of West African States (ECOWAS)

If you are living in ECOWAS area or sending money from one of the ECOWAS currency and have a complaint that you’d wish to escalate — you can turn to the Community Court of Justice of ECOWAS.

Email:registry@courtecowas.org| Hon. P. Officepresident@courtecowas.org

Online:www.courtecowas.org

For physical address:

The Community Court of Justice of ECOWAS

10 Dar Es Salaam Crescent, Off Aminu Kano Crescent, Wuse II,

Abuja, Nigeria.

You have 3 weeks (21 days) to make a complaint after we send you a final response.