INTERNAL COMPLAINTS HANDLING PROCEDURE (USA)

Complaints Procedure

Your Voice Matters. We are always here to listen. We treat the standard of services we provide as our number one priority and we look forward to excelling our products and services by building with you into the future.

How to Make a Complaint

We know sometimes things can go wrong. In such a case, we welcome you to get in touch with us about a query or complaint by emailing our dedicated customer service email address: support@xsolla.com

Alternatively, you can reach us by mail or phone:

  • Xsolla (USA) Inc. 15260 Ventura Blvd., Suite 2230, Sherman Oaks, CA 91403 USA

  • Toll-free line +1-877-987-9233

  • For California customers, please call: 1-855-719-2087

We will give it our full attention and commitment to resolving it for you.

Information you need to provide to us in your email, mailed letter, or when you call:

  • Your name, login email address, and any reference such as transaction identification number – please do not provide your password

  • Your contact details such as email address or phone number for us to contact you

  • A clear description and details (attach any reference) of your complaint to ensure a quicker investigation

How We Will Handle Your Complaint

Our Customer Support Team will always aim to resolve the matter to your satisfaction fairly, efficiently, and promptly.

Stage 1:

When we have received your complaint you will receive a prompt acknowledgment within three (3) business days with a unique Tracking Case number that allows you to follow up on your complaint.

Stage 2: We will then confirm details of the action we have taken. You will be kept informed of the status of the case however a final response to your complaint may take up to fifteen (15) calendar days. Please note that in some rare cases a final response may take up to forty five (45) calendar days.

If You Are Still Not Satisfied

We are committed to resolving complaints whenever possible through our complaints procedures. If a matter cannot be resolved to your satisfaction, you may be able to refer your complaint to the Consumer Financial Protection Bureau (CFPB), a U.S. government agency that makes sure financial companies treat customers fairly. If you wish to file a complaint with the CFPB, please address it to Skrill USA, Inc., as this is the entity that is providing the Xsolla Money Account product, in collaboration with Xsolla (USA) Inc. The CFPB can be contacted at the following address:

Consumer Financial Protection Bureau

PO Box 2900
Clinton, IA 52733-2900
Telephone: +1 (855) 411-2372 or +1 (855) 729-2372

For further information, visit the Consumer Financial Protection Bureau website at: https://www.consumerfinance.gov/

Hiring an attorney or a third-party complaints handling firm

We have made our complaints handling procedure open, clear, and easy to follow and even though it should not be necessary for you to seek professional help, it is your right to appoint an attorney, a third-party complaints-handling firm, or any other third-party to assist you in resolving your complaint.

If you choose to hire an attorney, complaints handling firm, or any other third party as your representative, this will not affect the way we review your complaint. However, please be aware that:

  • You will not be charged by us to investigate your complaint in accordance with the stages described in this document.

  • You will be solely liable for any costs incurred if you decide to hire an attorney, third-party complaints handling firm, or any other third party.

  • In the instances where a complaint is upheld and redress is due, we will only make payment to the respective account holder even if they have been represented by an attorney, a third-party complaints handling firm, or any other third party.