In case of errors or questions about your Electronic Transfers

If you think there has been an error or problem with your electronic transfer, your statement or receipt or if you need more information about a transfer on the statement or receipt:

  • Telephone us at +1-408-409-4094
  • Write us at Priyo Inc., 166 Geary Str STE 1500 #1002, San Francisco, CA 94108, USA or
  • Email us at [email protected]

as soon as you can.

We must hear from you no later than 60 days after we sent you the FIRST statement on which the error or problem appeared.

  1. Tell us your name and account number (if any).
  2. Describe the error or the transfer you are unsure about and explain as clearly as you can why you believe it is an error or why you need more information.
  3. Tell us the dollar amount of the suspected error and the date when the transfer took place.

If you tell us orally, we may require that you send us your complaint or question in writing within ten (10) business days.

We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will provide you with a provisional credit to your account within 10 business days for the amount you think is in error so that you will have use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not provide a provisional credit to your account.

For errors involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error.

We will advise you of the results within three (3) business days after completing our investigation. If we decide that an error didn’t occur, we will withdraw any previously issued provisional credit placed in your account and send you a written explanation of our decision. Note that you may ask for copies of the documents that we used in our investigation.

In case of errors or questions about your Remittance Transfers

What to do if you think there has been an error or problem:

If you think there has been an error or problem with your remittance transfer:

  • Telephone us at +1-408-409-4094
  • Write us at Priyo Inc., 166 Geary Str STE 1500 #1002, San Francisco, CA 94108, USA or
  • Email us at [email protected]

You must contact us within 180 days of the date we promised to you that funds would be made available to the recipient. When you do, please tell us:

  1. Your name and address [or telephone number];
  2. The error or problem with the transfer, and why you believe it is an error or problem;
  3. The name of the person receiving the funds, and if you know it, his or her telephone number or address; and
  4. The dollar amount of the transfer; and
  5. The confirmation coder or number of the transaction.

We will determine whether an error has occurred within 90 days after you contact us and we will correct any error promptly. We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of any documents we used in our investigation.

What to do if you want to cancel a remittance transfer:

You have the right to cancel a remittance transfer and obtain a refund of all funds paid to us, including any fees. In order to cancel, you must contact us at +1-408-409-4094 or [email protected] above within 30 minutes of payment for the transfer.

When you contact us, you must provide us with information to help us identify the transfer you wish to cancel, including the amount and location where the funds were sent. We will refund your money within three business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into a recipient’s account.