Complaints and support
If something has gone wrong with a request, or a question is left over, here is what to do. It is short: the main thing needed is the request number.
Updated:
Where to get in touch
Send formal enquiries and complaints to [email protected]. You keep a copy of the letter, and it needs no Telegram — this is the main channel if you want the enquiry on record.
Day-to-day questions about a request are quicker in PolProcenta's official Telegram — the same channel a manager uses to support the request: they can see it and check what happened straight away.
What to include
- The request number — it is what the request is found by.
- What happened, briefly and to the point.
- When it happened — an approximate time is enough.
- Screenshots if you have them: of the transfer, an error message, or the calculation screen.
Do not send payment credentials, passwords or confirmation codes — they will not help resolve anything and should not end up in a conversation.
How a request is identified
Every created request receives a number. It is shown on screen once the calculation is confirmed, and it is filled into the message that opens in Telegram.
If the number is not to hand, give the calculation code, the direction, the amount and roughly when — that is usually enough to find the transaction.
When we reply
Support works from 10:00 to 18:00. Within those hours we reply to enquiries within 15 minutes.
Anything sent outside those hours is picked up at the start of the next working day.
That is the time to a first reply, not to a resolution: where a question has to be taken up with a partner or a payment system it takes longer — and the first reply will say so.
What happens next
An operator checks what happened to the request and comes back with an answer. Where a question has to be resolved with a partner or a payment system, it can take longer — and you will be told so.
If your enquiry is about data
Questions about what data relates to your request, and requests to delete it, go the same way — on Telegram, quoting the request number. What is stored is described in the privacy policy.
Still have questions
If something here is unclear, or concerns a request of yours, write to a manager on Telegram.
Message us on TelegramThis document describes how the PolProcenta service works. It is not legal advice.