Legal
Complaints
How to tell us about a problem and what we will do about it.
We want every customer to be treated fairly. If something has gone wrong, tell us and we will work to put it right. Making a complaint is free.
How to make a complaint
Email complaints@veritmoney.com or write to us at Veritron AI LLC (VeritMoney), 3360 Celeste Dr, Riverside, CA 92507, United States. Please include:
- Your full name and the email address linked to your account or early-access request.
- What happened, with dates, amounts and any payment references.
- What you would like us to do to resolve it.
- Copies of any relevant screenshots or documents.
If you need help making a complaint, or need us to make adjustments because of a disability, let us know and we will assist you.
What happens next
| Stage | What we do |
|---|---|
| Within 2 business days | We confirm we have received your complaint and give you a reference number and a named contact. |
| Investigation | We review your account records and, where needed, contact our partner institution. We may ask you for more information. |
| Within 15 business days | We send you our written response explaining what we found and what we will do. If we need more time, we will tell you why and when to expect an answer. Our full response will come no later than 35 business days after we receive your complaint. |
If your complaint concerns an error with an international money transfer, you may also have rights under the federal Remittance Transfer Rule, including the right to report an error within 180 days of the promised delivery date. We will tell you about these rights when they apply.
If you are not satisfied
If you are unhappy with our final response, reply to it and ask for your complaint to be reviewed by a senior manager who was not involved in the first decision. You can also contact these regulators at any time:
- Consumer Financial Protection Bureau (CFPB): consumerfinance.gov/complaint or (855) 411-2372.
- California Department of Financial Protection and Innovation (DFPI): dfpi.ca.gov/file-a-complaint or (866) 275-2677.
- Your own state's financial regulator, if you live outside California.
How we use complaints
We record every complaint and review them regularly to find and fix the causes of problems. Information you give us in a complaint is handled in line with our Privacy policy.