Dispute Resolution

We are committed to fair and transparent handling of customer complaints. This page describes how to raise a dispute related to wallet funding, service purchases, refunds, referrals, or account access on MSAL Data Hub.

1. What qualifies as a dispute

Common dispute types include:

• Wallet debited but service not received or marked failed without refund.
• Online payment completed but wallet not credited.
• Manual deposit approved incorrectly or delayed beyond reasonable review time.
• Incorrect transaction amount or duplicate charge concerns.
• Pending transaction lasting longer than expected.
• Referral reward or commission not paid after meeting stated conditions.
• Unauthorized account activity (report immediately).

2. Before you contact support

• Check your transaction history and digital receipt for current status.
• Confirm the recipient details you entered (phone, meter, smartcard/IUC).
• Allow reasonable time for pending provider responses — some networks and billers confirm asynchronously.
• For electricity prepaid purchases, check whether a token was issued on the receipt page.

3. How to submit a dispute

1. Gather information: transaction reference, date/time, amount, service type, and registered email or phone.
2. Contact support: use our contact page or email info@msalnigltd.com with a clear subject line (for example, “Transaction dispute – [reference]”).
3. Provide evidence: screenshots, gateway receipts, or bank transfer proofs for manual deposits where relevant.
4. Wait for acknowledgment: support will confirm receipt and may request additional details.

4. Investigation process

Our team typically reviews:

• Wallet transaction records and balance history.
• Service transaction status and provider API logs (secrets redacted).
• Payment gateway verification for online funding.
• Manual deposit approval records where applicable.
• Existing refund entries to prevent duplicate credits.

Investigations may require provider confirmation. We cannot always resolve disputes instantly when third parties are involved.

5. Possible outcomes

• Confirmed success: service was delivered; no refund due.
• Confirmed failure: wallet refund issued per our Refund Policy.
• Pending: provider still processing; we continue monitoring and update you.
• User error: incorrect details submitted; refund may not apply.
• Escalated review: complex cases referred to senior operations staff.

6. Response time expectations

We aim to acknowledge disputes within a reasonable timeframe during business hours (Monday–Saturday, WAT). Resolution time depends on case complexity and provider dependencies. We will communicate status updates when available.

7. Escalation

If you are unsatisfied with the initial outcome and have new evidence, reply to your support thread with additional information. Unresolved matters may be escalated internally. This process does not limit your rights under applicable Nigerian consumer protection laws where they apply.

8. Fraud and bad-faith claims

False dispute claims, forged payment proofs, or repeated abusive complaints may result in account suspension, reward reversal, and referral to appropriate authorities where warranted.

9. Language support

Support is available in English. Hausa-friendly assistance may be provided where available to help customers explain transaction issues clearly.

10. Policy updates

This Dispute Resolution process may be updated from time to time. The current version is always available on this page.