Read this document carefully and keep a copy. For questions, contact topmonie@profynix.com.
How to complain
Use in-app support or email topmonie@profynix.com. Include your transaction reference, date, amount and a clear description. Never send a PIN, OTP or password.
A formal complaint is acknowledged within 24 hours with a unique tracking reference, responsible channel, expected resolution timeline and escalation options.
Pending, failed and disputed transactions
Pending means the final provider outcome is not confirmed. TopMonie reconciles the transaction rather than assuming success or failure. When a debit occurred but value was not delivered, we initiate the applicable reversal or refund.
Resolution time depends on the channel and issue. Failed card, POS or web-payment refunds follow applicable CBN timelines; other categories follow the relevant CBN or partner timeline communicated for the case.
Escalation
An unresolved regulated financial-services complaint may be escalated to the relevant service partner and Central Bank of Nigeria Consumer Protection function. Consumer complaints may also go to the FCCPC, and privacy complaints to the NDPC.
We do not prevent you from exercising a statutory right or using an available regulator or court process.