We treat complaints about transfers, fees, delays, account restrictions or staff/agent conduct seriously. Email support@softpayglobal.com or open a ticket in your account. Include your name, contact details, MTCN or transaction reference, dates and what outcome you want.
We aim to acknowledge your complaint promptly, investigate using our records and partner information, and send a written outcome. Complex cases involving overseas banks or agents may take longer; we will tell you if extra time is needed.
If you are not satisfied with our final response, you may escalate to a competent authority in the United Arab Emirates or, where applicable, a financial ombudsman or supervisor in the country from which you sent the funds.
SoftPay Global, Wasl Village, Al Qusais Industrial Area 5, Dubai, United Arab Emirates. support@softpayglobal.com. +971 56 303 9161 / +971 56 376 081.