Making a complaint
Mytalu values your feedback. Tell us when things go well, and tell us when they don't — it helps us put things right and improve for everyone.
How to complain
Email us at hello@mytalu.io, or message us on WhatsApp. To help us look into it quickly, please include:
- your name;
- the phone number or TaluTag on your Mytalu account; and
- if it's about a payment, the transaction reference and date.
Never share your PIN or password with anyone — including someone who says they work for Mytalu.
What happens next
We aim to resolve issues as soon as they're raised. If we can't resolve yours straight away, we'll acknowledge it within 2 business days and give you a reference number to use in any follow-up.
How long it takes
| Type of complaint | Resolved |
|---|---|
| Most complaints | 3 to 15 days, depending on the nature of the complaint |
| Virtual card complaints and disputed transactions | Within 45 days |
| Fraud cases | Within 60 days |
If you're not happy with the outcome
If you're not happy with how we resolved your complaint, write to the Chief Operating Officer at:
Chief Operating Officer, Mytalu (Zambia) Limited, AfricaWorks, Agora Village, Lusaka, Zambiaor email hello@mytalu.io with “Escalation” in the subject line.
If it's still not resolved, you can escalate it to the Chief Executive Officer at the same address.
Taking it further
If you're still not satisfied with our final response, you can seek redress from: