As a regulated Payment Service Provider, Centeem guarantees its users a transparent and structured complaints framework, in accordance with the obligations of the Bank of Algeria towards financial institutions.
1. The 3-level framework
Every complaint follows a 3-level process. Each step has its own legal response deadline and recourse channels.
Level 1 — User support
For the vast majority of common issues (blocked payment, failed KYC, billing question, app bug):
- Channel: contact form or email support@centeem.com
- Response time: 24 business hours (Sun-Thu, excluding public holidays)
- Tracking: each ticket receives a unique tracking number
If support resolves your issue: you're done. If you are not satisfied with the response or if it exceeds 5 days without resolution, move on to Level 2.
Level 2 — Internal Complaints Service
For cases that found no resolution at level 1, or for sensitive situations (frozen account, disputed debit, denied access, suspected fraud):
- Channel: email reclamations@centeem.com with a precise subject
- Response time: 15 business days (legal deadline)
- Handling: by our compliance officer, independent of the commercial department
- Response: written, reasoned, with a decision and detailed recourse channels
Include in your email: your full name, registered phone number, Level 1 ticket number, factual description, supporting documents.
Level 3 — Payment Services Mediator (BA)
If the Level 2 response does not satisfy you, you may refer the matter free of charge to the Payment Services Mediator of the Bank of Algeria. This is an independent third party who examines your case impartially.
- Address: Bank of Algeria — Mediation Service, 38 Avenue Franklin Roosevelt, Algiers
- Filing period: within 2 years following your complaint to Centeem
- Cost: completely free
- Mediator's response time: 90 days on average
- Force of the decision: binding on Centeem; we contractually undertake to comply with the Mediator's decision
2. Legal action
You retain at all times the option to refer the matter to the competent Algerian courts, independently of steps 1-2-3 above. However, we strongly recommend exhausting the amicable channels (Levels 1 and 2 mandatory, Level 3 optional) before any legal action — it is faster, free, and often sufficient.
3. Special case: unauthorized operation
If you notice a payment operation that you did not authorize (fraud, hacked account, unrecognized debit), you must:
- Block your account immediately from the app (Profile → Security → Freeze the account)
- Notify us within 13 months from the date of the debit (legal dispute deadline)
- For operations disputed within 24h: Centeem immediately refunds the amount pending the investigation (except in cases of gross negligence by the user, e.g. sharing the PIN with a third party)
- If fraud is confirmed: full refund within 5 business days
- If fraud is not confirmed (user origin established): written notification with justifications, refusal to refund, recourse channels
4. Special case: frozen / blocked account
If your account has been frozen by Centeem (security reason, AML reason, fraud suspicion reason), you can:
- Request details on the reason by email reclamations@centeem.com
- Provide supporting documents to prove the legitimacy of your activity
- In some cases (CTR/STR reporting in progress), we cannot give details before the end of the CTRF investigation — this is a legal obligation (« tipping-off »)
- You remain the owner of your balance — it is recoverable after clarification or account closure
5. Summary of deadlines
| Level | Channel | Response time |
|---|---|---|
| 1. Support | support@centeem.com | 24 business hours |
| 2. Complaints Service | reclamations@centeem.com | 15 business days (legal) |
| 3. BA Mediator | Bank of Algeria (free) | ~90 days |
| Courts | Algerian courts | Variable |
6. Centeem's commitment
We formally commit to:
- Acknowledge receipt of any complaint within 48h
- Keep the complainant informed of progress (if handling takes longer than the standard deadline)
- Provide a written response, reasoned and signed by the compliance officer
- Systematically indicate the recourse channels in the event of partial or total refusal
- Keep complaint files for at least 5 years (BA audit)
- Comply with the decision of the BA Payment Services Mediator
See also: AML Policy · Compliance & Regulation · Terms of Use