Making a Complaint

PingPong is committed to providing high-quality products and services, and we genuinely value your feedback.

Before lodging a formal complaint, we encourage you to contact our Customer Support Team via live chat, phone, or email. In many cases, we can resolve issues quickly and fairly at this stage.

If our Customer Support Team is unable to resolve the issue to your satisfaction, this page explains how you can make a formal complaint. We are committed to handling complaints in a fair, transparent, and timely way.

There is no charge for making a complaint to us.

How to make a complaint

You can contact our Complaints Handling Team in any of the following ways:

Email
Live chat available via the PingPong web portal

When submitting your complaint, please include:

  • Your name
  • Your client ID or other identifying information (if applicable)
  • How you would like us to contact you (e.g. phone or email)
  • Details of your complaint
  • What outcome you are seeking

What to expect after lodging your complaint

  • Once we receive your complaint, we aim to acknowledge it promptly. If you contact us by phone, we may acknowledge your complaint verbally. In other cases, we will usually send a written acknowledgement, taking into account your preferred method of communication where possible.
  • We will review and investigate your complaint and aim to resolve it as quickly as possible.
  • We may contact you if we need further information.
  • We aim to provide a final response within 30 calendar days, explaining our decision, the reasons for it, and any actions taken.
  • If your complaint is particularly complex or there are circumstances beyond our control, it may take longer than 30 days. If that happens, we will keep you updated and let you know when you can expect a final response.

US State-Specific Information

Residents of certain U.S. jurisdictions may have specific rights relating to payment services, including the right to submit complaints to the applicable state regulatory agency. Additional information regarding these rights may be found , or by visiting the relevant jurisdiction’s website.

Residents of certain U.S. jurisdictions may have specific rights related to payment services, error resolution, complaints, or regulatory assistance. Additional information about these rights may be available directly from the applicable state or jurisdictional regulator.

For Alaska Residents Only

If your issue with PingPong Global Solutions, Inc remains unresolved after contacting at 415-404-6568, please submit formal complaint to the State of Alaska, Division of Banking & Securities.

Please download the form .

Submit formal complaint form with supporting documents:

1. Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807

2. If you are an Alaska resident with questions regarding formal complaints, please email them at or call 907-465-2521.

For California Residents Only

If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the California Department of Financial Protection and Innovation at its:

Toll-Free Telephone Number: 1-866-275-2677; by email at or by mail at the Department of Financial Protection and Innovation.

Attn: Consumer Services
651 Bannon Street, Suite 300
Sacramento, CA 95811

You can also visit their website .

For Colorado Residents Only

Customer Notice
Entities other than FDIC insured financial institutions that conduct money transmission activities in Colorado, including the sale of money orders, transfer of funds, and other instruments for the payment of money or credit, are required to be licensed by the Colorado Division of Banking Pursuant to the Money Transmitters Act, Title 11, Article 110, Colorado Revised Statutes.

For any questions or issues regarding a transaction, please contact PingPong Global Solutions, Inc at 415-404-6568 or email at (). The Colorado Division of Banking does not have access to this information.

If you are a Colorado resident and have a complaint to file against PingPong Global Solutions, Inc, the money transmitter sending your funds, the complaint must be submitted in writing. Please fill out the Complaint Form provided on the Colorado Division of Banking's website and return it with any supporting documentation via mail or email to:

Colorado Division of Banking
1560 Broadway, Suite 975
Denver, CO 80202
Email:

For more information, access their website .

For Florida Residents Only

Florida residents may contact the Florida Office of Financial Regulation with questions or complaints about PingPong Global Solutions, Inc at 200 E. Gaines Street, Tallahassee, FL 32399-0376; phone: 800-848-3792 (toll free).

For Illinois Residents Only

If you have a complaint, first contact the consumer service team at PingPong Global Solutions, Inc at 800-384-5729, if you still have an unresolved complaint regarding the company's money transmission activity, please direct your complaint to: Illinois Department of Financial & Professional Regulation, Division of Financial Institutions, 1-888-473-4858 (toll-free), .

For Maryland Residents Only

The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding PingPong Global Solutions Inc License No. 1572799 via email, mail, fax, or in-person at:

Consumer Services Unit
100 S. Charles Street, Tower 1, Suite 5300
Baltimore, MD 21201
Toll Free: 888-784-0136
Email:

You can also visit their commissioner’s website .

For Minnesota Residents Only

If you have complaints or questions with respect to any aspects of the money transmission activities conducted at this location, you may contact the Minnesota Department of Commerce Financial Institutions Division (“MN-FI”) Non Depository Institutions at 651-539-1600;

For South Dakota Residents Only

South Dakota customers can contact the Division of Banking at phone: 605-773-3421 with questions or complaints about the licensee's money transmission services.

For Texas Residents Only

If you have a complaint, first contact the consumer service team at PingPong Global Solutions Inc at phone: 800-384-5729.

If you still have an unresolved complaint regarding the company's money transmission activity, please direct your complaint to: Texas Department of Banking, 2601 North Lamar Boulevard, Austin, Texas 78705; 1-877-276-5554 (toll-free), .

For Washington Residents Only

Disclosure: If you have a complaint regarding PingPong Global Solutions Inc money transmission services, please contact us at 800-384-5754.

If you still have an unresolved complaint regarding the company's money transmission activity, please direct your complaint to:

Washington State Department of Financial Institutions
Division of Consumer Services
P.O. Box 41200, Olympia, WA 98504-1200
Telephone: 1-877-746-4334
Email:

For more information, access their website .