Complaints and Dispute Resolution Policy

Our commitment to you

Wirex Pte Ltd (“Wirex”, or “we”) is committed to providing fast, efficient, and effective support to our customers for any issues relating to the use of our products or services.    

Complaints and Dispute Resolution Process 

If you are a Wirex customer and are dissatisfied with any of our products or services, you can make a complaint using our online complaints form or by sending an email to customercomplaints@wirexapp.com. Do remember to include full details and the date of the issue so that we can address your concerns effectively.  

Once your complaint has been filed, you should receive an acknowledgement of the ticket raised within 24 hours from the time of submission, along with a reference case number.  Please ensure that this number is quoted on all further correspondence on the issue.    

Please note that we may request further information or documentation in support of the request.  For issues relating to unauthorized transactions, we may also require you to file and furnish us with a copy of a formal report with your local law enforcement agency.  

Investigating and Resolving a Complaint 

We will investigate a complaint fairly, consistently, and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to the customer. If we decide that redress is appropriate, we will aim to provide the customer with fair compensation for any acts or omissions for which we are responsible. If the customer accepts our offer, we will promptly provide a compensation to them.  

Timelines 

For any general complaints regarding your account, our product or services, we will do our best to resolve your issue within fifteen (15) working days from our acknowledgement of receipt of your ticket.    

Where your issue relates to unauthorized transactions, please note that we may require up to twenty-one (21) days to investigate straightforward cases, and up to forty-five(45) days for complex cases or cases which involve cross-border and overseas transactions.  Full resolution of your issue may only be provided once the investigation process has been completed.  

Exclusions and Disclaimers 

Transactions made by Customer

Wirex will not be responsible for any loss or damage resulting from transactions which the customer has knowingly initiated or consented to. Where the dispute or complaint relates to a merchant’s fulfilment of goods or services purchased, the customer should first contact the merchant to resolve the issue.  

Account security and protection

As our customer, you are responsible for protecting access to your account.  You are solely responsible for maintaining the security and secrecy of your password and other account login credentials. If you voluntarily disclose this information to a third party, who then uses your account to transact, Wirex will not be liable nor be held responsible for any loss resulting from such third-party use of your account.    

To ensure the security of your account, we advise you to adopt the following measures for the device used to access your Wirex accounts:  

• ensure that your device browser is updated to the latest version available;   
• install regular browser security updates provided by the operating system provider;   
• install and maintain the latest anti-virus software on your device;   
• use strong passwords, such as a mixture of letters, numbers and symbols; and  
• where your login and authorization credentials are recorded, ensure that they are stored in a secure electronic or physical manner, known only to you and which cannot be easily accessed by third parties.  

Alternative Dispute Resolution 

Should you remain dissatisfied with the handling or outcome of your issue, you may request a review of your complaint by the Consumers Association of Singapore (CASE). Details on this process can be found on the CASE website.  

Risk Warning on Digital Payment Tokens

When making transactions relating to Digital Payment Tokens (“DPT”), Customers must be aware of the following:  

• Make sure that your DPT service provider is licensed by MAS to provide DPT services. Please note that this does not mean you will be able to recover all the money or DPTs you paid to your DPT service provider if your DPT service provider’s business fails.  
• You should not transact in the DPT if you are not familiar with this DPT. Transacting in DPTs may not be suitable for you if you are not familiar with the technology that DPT services are provided.  

You should be aware that the value of DPTs may fluctuate greatly. You should buy DPTs only if you are prepared to accept the risk of losing all of the money you put into such tokens. 

Questions 

If you have any questions about our complaints process, please contact us at customercomplaints@wirexapp.com