Need help with your payment account? Here is how to proceed
As the technology partner for numerous companies, Treezor provides the infrastructure for your payment account and card. We are committed to offering you the best possible experience. However, our support procedures follow a specific path. To save you time and direct you to the right contact, here is how to proceed if you encounter an issue.
1. Help and Support: your first point of contact
Our mission is to provide payment solutions to companies, not to act as a substitute for their customer service.
Therefore, for any questions or issues related to your Treezor payment account, card, or IBAN, we kindly ask you to first contact the customer support of the company where you opened your account. Their teams have all the necessary information to assist you quickly on a daily basis.
2. Filing a complaint with Treezor
If your issue remains unresolved after contacting your company’s customer service, and you wish to file a formal complaint with us, we are here to help. Note: For efficient processing and optimal follow-up, any dissatisfaction expressed verbally must strictly be formalized in writing.
You can submit your complaint through the channel of your choice:
- Online: via our dedicated complaint form.
- By email: reclamations@treezor.com.
- By post: Treezor SAS, 33 avenue de Wagram, 75017 Paris.
- By phone: 01.84.19.29.81 (free service + cost of a local call).
3. Our processing times
Upon receipt of your written request, we commit to keeping you informed at every step of the process:
- Acknowledgment of receipt: within a maximum of 10 business days.
- Complaints related to payment services: a final response will be provided to you within 15 days (this timeframe may be extended to 35 days in certain exceptionally complex situations).
- Other types of complaints: a response will be provided to you within a maximum of 60 days.
4. Recourse to Mediation
We make every effort to find a satisfactory solution to your request. However, if you disagree with the response provided by our teams, or if you have not received a response after the legal deadline (generally 2 months, or 15 business days for payment services), you have the right to a free recourse. You can refer the matter to the AFEPAME Mediator, who operates with complete independence, directly via their website at https://www.mediationconso-ame.com/demande-de-mediation-ame.html, or by post to the following address: Le médiateur de la consommation auprès de l’AFEPAME c/o AFECEI 36 rue Taitbout 75009 Paris.