Complaints

We want every experience with Energywallet to be a good one. When something goes wrong, tell us and we'll work to put it right.

How to raise a complaint

• In the app: contact support from the transaction or order you're writing about. [TBC: confirm the in-app path]
• By email: hello@energywalletng.com
• By phone: [TBC: support phone number]
• In writing: 3 Kaltungo Street, Garki II, Abuja, FCT, Nigeria

Include your e-tag, the date, the amount and any reference number, so we can help faster.

What happens next

1. We acknowledge your complaint within [TBC: e.g. 24 hours] and give you a reference number.
2. We investigate. A member of our team reviews what happened and may ask you for more details.
3. We respond with our findings and what we'll do, within [TBC: e.g. 14 working days]. If we need longer, we'll tell you why and when to expect an answer.

Marketplace orders

If an order you receive differs from its listing, raise a dispute from the order within 24 hours of it being marked delivered. Your payment stays held while our support team helps resolve it. See Marketplace.

If you're unhappy with our response

You can ask for your complaint to be reviewed by a senior member of our team. If you remain unhappy after our final response, you may escalate your complaint to the Consumer Protection Department of the Central Bank of Nigeria. [TBC: confirm escalation route and contact details with counsel.]

Our promise

We treat every complaint fairly and confidentially, and raising one never affects how we treat you.