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Complaints
If we got something wrong, tell us. Here is how, and what happens next.
Last updated 25 September 2026
01How to complain
- In the app: Help → Contact support. This is fastest, because we already know who you are.
- By email: complaints@nyzen.one, from the email on your account.
Tell us what happened, when, the payment reference if there is one, and what you would like us to do.
02What happens next
- We confirm we have your complaint within 2 business days, with a reference.
- Someone who was not involved in what went wrong looks into it.
- We send our answer within 15 business days. If it needs longer, we tell you why and answer within 35 business days at most.
03If money is involved
If a payment left your account without your permission, or went wrong because of us, we put the money back while we look into the details, unless we have good reason to think you acted fraudulently.
04If you are not happy with our answer
You can take your complaint to the financial ombudsman or the regulator responsible for payment services in Bangladesh, and, for how we handle your data, to the data protection authority. Our final answer will name the right body and how to reach it.