If you've noticed unexpected fees on your bank statement related to your deposits or withdrawals with us, we want to clarify that these fees are not taken by our platform.
To ensure our customers' satisfaction and address this issue, we've established a straightforward process:
1. Contact our support team
If you've been charged with fees related to your transactions on our platform, please don't hesitate to reach out to our support team. You can contact us through live chat or via email. Explain your issue and let us know about the fees you've encountered.
2. Provide bank statement
Our customer support agent will guide you through the process. You will need to provide your bank statement, highlighting the transactions where fees were charged. This documentation is crucial for us to investigate the issue thoroughly.
3. Escalation to payment department
Once we receive your bank statement and details of the fees, our customer agent will escalate the matter to our payment department. They will conduct a thorough review of the transactions in question.
4. Resolution and goodwill gesture
After reviewing the fees, we will promptly get back to you via email. If we determine that the fees were legitimately charged by your bank and not related to our platform, we will provide a goodwill gesture in exchange as a token of appreciation for your understanding.
Preventing future fees:
To prevent similar fees from occurring in your future transactions, we recommend contacting your bank. They can provide guidance on how to avoid or minimize any charges associated with your financial activities.