Contact Us

Complaint Handling Procedure

We take all feedback seriously and are committed to resolving complaints promptly and fairly. If you have a concern, we encourage you to reach out through one of the following channels: 

How to Submit a Complaint

You can file a complaint using any of the following methods: 

Email:info@alphapay.com 
Toll-Free Phone: 1-855-937-7888 
Mail: AlphaPay #305-13888 Wireless Way, Richmond, BC, V6V 0A3 

What to Include in Your Complaint

To help us process your concern efficiently, please provide as much of the following information as possible: 

  • A brief summary of your concern 
  • Date and time of the issue 
  • Communication method used (phone, email, in-person, etc.) 
  • For payment-related issues: amount, transaction details 
  • Names of AlphaPay representatives or third parties involved 
  • Copies of relevant documentation (e.g., agreements, statements, correspondence) 

Our Process

Once we receive your complaint: 

  1. Acknowledgement: within five (5) business days, we confirm receipt in writing. Our confirmation includes your complaint reference number, the expected timeline for resolution, and contact details for the Financial Consumer Agency of Canada (FCAC).
  2. Review and escalation: our Customer Service team reviews your complaint first. If it is not resolved, it is escalated to management. Where applicable, it is then escalated to our acquiring partner. Our Compliance Officer oversees every complaint.
  3. Final response: within twenty (20) business days, we send you a written final response. It includes: 
    • Summary of the complaint 
    • Findings of our investigation 
    • Final decision and rationale 
    • Next steps if you’re unsatisfied with the outcome 

If we’re unable to provide a resolution within 20 business days, we’ll notify you with the reason for the delay and a revised timeline. 

Investigation and Accountability

Our Compliance Department ensures every complaint is handled thoroughly by: 

  • Reviewing all merchant-provided materials 
  • Coordinating with internal departments (Support, Operations, Finance) 
  • Determining if the concern relates to obligations under the Code of Conduct for the Credit and Debit Card Industry in Canada 

Where necessary, AlphaPay will work with third-party service providers or escalate issues to the relevant Payment Card Network Operator (PCNO). 

Escalation Options

If you are not satisfied with our final response, you may escalate your complaint to the relevant payment card network operator: we provide their contact details in our final response; or

the Financial Consumer Agency of Canada (FCAC), at any stage of the complaint process.

Phone: 1-866-461-3222 
Email:info@fcac-acfc.gc.ca 
Mail: FCAC, 427 Laurier Ave. West, 5th Floor, Ottawa, ON K1R 7Y2

Please note: FCAC does not resolve individual disputes, but it investigates potential violations of the Code of Conduct for the Payment Card Industry in Canada.

Ongoing Commitment

AlphaPay takes responsibility for complaints from merchants with whom we have a direct agreement. We work with our partners to resolve issues, and we cooperate fully with payment card network operators and FCAC. We report all Code-related complaints to each payment card network operator every six months.