End‑User Complaint Resolution Policy

Last updated: 02.04.2026

RAM Pay is committed to providing secure, transparent, and reliable payment services. We value our users and take all complaints seriously. This End‑User Complaint Resolution Policy explains how end‑users (“you”) can submit a complaint and how RAM Pay (“we”, “our”, “us”) will handle and resolve it.

 

1. Purpose of This Policy

This policy ensures that all end‑user complaints are:

  • Received and acknowledged promptly
  • Investigated fairly and objectively
  • Resolved within a reasonable timeframe
  • Documented and used to improve our services

 

2. What Is Considered a Complaint

A complaint is any expression of dissatisfaction related to:

  • A payment or transaction processed through RAM Pay
  • Service availability or performance
  • Unauthorized or incorrect charges
  • Technical issues affecting payments
  • Customer support experience
  • Any other concern related to RAM Pay services

 

3. How to Submit a Complaint

You may submit a complaint using any of the following channels:

Email:

This email address is being protected from spambots. You need JavaScript enabled to view it.

Phone:

+40 731 380 399

Postal Mail:

Calea Domnească, Bl X2, Targoviste, Dambovita RO

When submitting a complaint, please include:

  • Your full name
  • Contact information
  • Transaction ID (if applicable)
  • Description of the issue
  • Any supporting documents or screenshots

 

4. Complaint Acknowledgment

Once we receive your complaint:

  • You will receive an acknowledgment within 2 business days
  • We may request additional information if needed to investigate the issue

 

5. Investigation Process

RAM Pay will:

  • Review the details of your complaint
  • Verify transaction logs and system records
  • Contact the merchant involved (if applicable)
  • Assess whether any error, delay, or unauthorized activity occurred
  • Determine corrective actions

All investigations are handled by trained personnel with no conflict of interest.

 

6. Resolution Timeframe

We aim to resolve complaints within:

  • 5 business days for standard issues
  • Up to 15 business days for complex cases requiring merchant or bank involvement
  • Up to 30 business days for disputes requiring regulatory or legal review

If more time is needed, we will notify you and provide an updated timeline.

 

7. Possible Outcomes

Depending on the investigation, RAM Pay may:

  • Issue a refund (if applicable)
  • Correct a processing error
  • Provide clarification or additional information
  • Escalate the issue to the merchant or bank
  • Reject the complaint with a clear explanation

 

8. Escalation

If you are not satisfied with the outcome, you may request an escalation to:

  • A senior support specialist
  • The RAM Pay Compliance Department

Escalation requests will be reviewed within 5 business days.

 

9. Data Protection

All complaints and related documents are handled in accordance with:

  • GDPR
  • Applicable financial regulations
  • RAM Pay’s Privacy Policy

Your information will be used solely for resolving your complaint.

 

10. Continuous Improvement

We analyze complaint trends to:

  • Improve our services
  • Enhance system security
  • Train support staff
  • Prevent recurring issues

 

11. Contact Information

For any questions regarding this policy or to submit a complaint, please contact:

RAM Pay – Customer Support
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: +40 731 380 399
Address: Calea Domnească, Bl X2, Targoviste, Dambovita RO