File a Complaint
We take concerns seriously. Please provide details about your experience so we can review and respond appropriately.
All information you provide is handled in accordance with our Privacy Policy.
All information you provide is handled in accordance with our Privacy Policy.
Before you begin
Provide as much detail as possible
This helps us understand your concern and resolve it faster.
Include supporting documents
You can upload files such as receipts, screenshots or transaction details.
Your information is secure
All complaints are reviewed by our customer care team and kept confidential.
Need immediate assistance?
If this is urgent or relates to an active transaction, please contact our customer support team rather than waiting on a complaint review.
Complaint details
What happens next?
1. We receive your complaint
You will receive a confirmation email with your complaint reference number.
2. We review your case
Our team reviews the details, the transaction record and any documents you sent.
3. We contact you
We may reach out for additional information if we need it.
4. We resolve the issue
We work to resolve your concern and keep you informed along the way.
What a complaint can cover
Rbcpay applies the terms both parties accepted before the transaction was funded. That is what a complaint review is measured against.
- A transaction that has not progressed as the agreed terms describe
- A payment, fee or payout you believe was handled incorrectly
- Service you received from our team
- An error on this website or in your account
What we cannot resolve
We cannot adjudicate on matters outside the transaction itself.
- Disagreements that took place off the platform
- Payments made outside a Rbcpay transaction
- The commercial merits of a deal both parties agreed to
If you suspect fraud, do not wait for a complaint review. Read fraud prevention and report it straight away.