Complaints Policy

MyChargeBack strives to provide its clients with the best service and client experience possible. We encourage you to check the status of your case 24/7, reach out to your assigned case manager, update your contact details, and more by visiting our Client Portal.

However, we realize that sometimes there may be issues that cannot be addressed over the Client Portal, so MyChargeBack has established a robust escalation and complaint procedure. If you believe we have not fulfilled our obligations to you, please follow these steps:

Alternatively, you may send an email to [email protected]

Complaints Policy

We will investigate the complaint and issue an initial written confirmation of receipt within five (5) business days. Afterwards, the company will aim to resolve the matter within four weeks and issue a final response letter to the customer. If the company is unable to issue a final response letter within this period, the customer will receive a holding letter citing the reason for the delay.

For New Zealand residents only: If you are not satisfied with the outcome of the company’s investigation, you may reach out to the Financial Services Complaints Limited (FSCL), which is a free external dispute resolution service for New Zealand customers. The FSCL may review the complaint and assist by advising on further action, if necessary.