Procedure on how to file a Complaint -

We value your feedback and are committed to addressing any issues or concerns you may have. To ensure your complaint is resolved in a timely and efficient manner, please follow the procedure outlined below:

Step 1: Prepare the Necessary Information

Before filing your complaint, please ensure that you have the following details ready:

  • Company Name
  • Full name of person submitting the complaint
  • Contact Information (Email, Phone Number)
  • Any reference number, like deal number, payment number (if applicable)
  • Detailed Description of the Complaint (including dates, times, and any supporting evidence, emails, copy of confirmation, statements, etc)

Step 2: Choose Your Preferred Method to Submit the Complaint

You can file your complaint through one of the following channels:

  • Email: Send your complaint to complaints@paymentearth.com. Please use “Complaint – [Your Issue]” as the subject line.
  • Phone: Call our main contact person at our company 800-566-0915 during business hours.

Step 3: Acknowledgment of Your Complaint

Once we receive your complaint, we will:

  • Send you an acknowledgment of receipt within 2 business days.
  • Provide a reference number for tracking your complaint.

Step 4: Investigation Process

Our team will carefully review your complaint, gather any necessary information, and conduct a thorough investigation. This process may include:

  • Contacting you for further details or clarification.
  • Consulting third party entities like our partners or banks to resolve the issue.

Step 5: Resolution

After reviewing your complaint, we will:

  • Provide a response within 10 business days, outlining the steps taken to address your concern and the resolution offered.
  • In cases where more time is needed, we will keep you updated on the progress and expected resolution timeline.

Step 6: Resolution escalation (If Necessary)

If you are not satisfied with the resolution provided, you may submit an Appeal: Contact us at resolutionreview@paymentearth.com with the details of your case and reference number for a further review.

 

We are committed to resolving your complaint fairly and efficiently. Thank you for your patience and understanding as we work to address your concerns.

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Our clients are thrilled!

We used to use three FX companies in order to keep the rate reasonable. With Paymentearth, they walked us through how to calculate the exact spread we get on every deal! A big time saver and a great way to do business!
LindaControllerWisconsin
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My guy at Paymentearth took the time to explain how Forward Contracts work, and how they can help my business. My bank never gave me half the attention of Paymentearth.
JimPresidentNew Jersey
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Paymentearth makes uploading an excel file of all my monthly payments very easy! I upload it on their site and I’m able to print a confirmation in minutes! When we combine this with transparency and knowing our exact spread, it is a no brainer!
MarionCFOFlorida
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It’s not often that we need foreign cash, but it’s very convenient to order what we need from Paymentearth, and have one less thing to worry about before the trip.
ChrisTour Group OperatorCalifornia
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There is a big move toward transparency in FX, but then it can be impossible to actually talk to a real person. With Paymentearth, they analyzed my business, gave me a fixed rate, and I can call them anytime. Frankly, they’re just straight-up, and I appreciate that.
CharlesOwnerBoston, Massachusetts
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Almost any bank can help get a wire out, if that’s all you need. Paymentearth goes above and beyond for us though, and for a small business like ours, it makes a big difference to get such expert service. Of course, the rates are good too!
MarciaOwnerVirginia
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In my experience, banks are only willing to bend over backward if you’re a giant company. I’ve never felt that with Paymentearth. These guys are upfront, they’re knowledgeable, and they genuinely seem to value my business. It’s actually a pretty good feeling.
JohnCEOIllinois
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