As part of using the i-Pay service, we offer a free Consumer Protection Programme. Should any unauthorised payments be made from your bank account through the i-Pay online payment processing service, we will reimburse you the full amount up to R10, 000.
Should you receive a notification of a transaction that you have not authorised, or you suspect fraudulent activity on your account through i-Pay, you may contact our Customer Service department.
For your own safety, we strongly advise that you enable all required online banking privacy and safety settings.
* Please note that should unauthorised transactions occur on your account that do not concern or involve i-Pay, we will not be held responsible nor do we offer our consumer protection programme. this programme applies only to unauthorised payments made using i-Pay.
Through using the i-Pay service, you may dispute the following with the merchant via our dispute forum:
Our specialists will assist you in settling the dispute by collecting data and information pertaining to the transaction in question.
Should consumers have a complaint against a business, they may follow i-Pay’s complaints process in order to reach a settlement or resolution. However, we strongly advise that consumers first approach the merchant to resolve a dispute, as this is typically the best method of amicably resolving disputes and other issues. Should this approach not effectively settle a dispute, consumers may file a claim with our Disputes department, which will then investigate the matter and gather information. Should the business owe money to the consumer, we will endeavour to provide a full refund within 45 days from the date that the claim was filed. Our free protection programme for shoppers guarantees that unauthorised protection- from the consumer’s account of up to R10, 000 made through the i-Pay payment processor, will be reimbursed.
Should you wish to file a complaint and enter into a dispute with the consumer through the i-Pay forum, you are required to have/do the following:
* Please note that the Business Protection Programme excludes high risk merchants.