Terms & Policies

Metaprise Customer Complaints Policy

Last updated: May 14 2024

Metaprise is dedicated to their customer's overall satisfaction and is committed to making sure all the customer’s needs are met. It is our goal to resolve any issue you may encounter in a timely and effective manner and your feedback is greatly valued for our future services.

FOR COMMENTS AND QUESTIONS RELATED TO METAPRISE SERVICES AND PRODUCTS, PLEASE EMAIL US AT CUSTOMER@METAPRISEBANKING.COM.

Inquiring about a complaint with Metaprise? Metaprise is devoted to providing reliable and consistent services at all times and it is our mission to provide timely & fair solutions to our customers.
Metaprise is committed to resolving any issues you might have experienced as promptly and effectively as possible. Our goal is to resolve your complaint within 7 business days of receiving your complaint, whether by email, letter or phone.
We will record your complaint and address the next steps immediately after the complaint is filed.
Upon receiving your complaint, we will issue a prompt acknowledgment receipt if we are unable to respond in full within 7 working days.
Based on the nature of your complaint and the information provided, we will make the utmost effort to investigate and resolve your complaint. We may reach out to you for further information if necessary in an effort to resolve the matter.

HOW TO FILE A COMPLAINT:

You can file a complaint about the services of Metaprise via email at:
E-mail: customer@metaprisebanking.com
Toll Free US Telephone: 866-655-6843
In Writing: Metaprise, 9 East 53rd Street, 5th Fl, New York, NY, 10022 with the full details of your complaint.
The Metaprise Customer Support Team will address the complaint and attempt to resolve the issue immediately. When filing a complaint, please provide the following information: your name, your contact information (e-mail address and phone), the reason for your complaint, and as much relevant information as possible to assist us in addressing your concerns.

RESOLVING YOUR COMPLAINT

A final response will be issued within 30 business days from the date we receive your initial complaint, with our understanding of your concerns and a possible resolution. We will update you on the progress of your complaint and the expected resolution date within 30 business days. We are devoted to ensuring all complaints are addressed promptly and fairly.

ESCALATING YOUR COMPLAINT

If you are not satisfied with the response provided by the Metaprise Customer Support Team, you may forward your complaint to the Passfeed Financial LLC, VP of Customer Support at customer@metaprisebanking.com. The Passfeed VP of Customer Support is part of Metaprise Executive Management team, and should be able to resolve any complaints that were not fully resolved by the Passfeed Customer Support Team.
Metaprise appreciates your business and is committed to providing you with superior service. Thank you very much for taking the time to submit your feedback and for choosing Passfeed.
If you feel your question or issue with regard to Metaprise remains unresolved after contacting us, the following U.S. States provide specific contact information: Alaska, California, Colorado, Illinois, Maryland, Massachusetts, Texas and Washington.

DISPUTES

A dispute will occur when a customer questions their payments with Metaprise. This may be related to a payment dispute, charge-backs, cancellations, reversals or retrieval. To dispute a transaction, the customer will be requested to provide the reason for disputing and a description of the issue. The customer must submit a formal dispute to Metaprise via email and phone. Metaprise will then determine if the customer’s dispute is not in violation of its terms or policy and in accordance with its Merchant Solutions Agreement. Metapise will process a reversal based on evidence provided as part of the dispute. The evidence submitted should be appropriate for the reason of the dispute. Evidence such as web logs, email communications, shipment tracking numbers and delivery confirmation, proof of prior refunds, or replacement shipments etc. Metaprise will maintain and retain records relating to customer disputes (including but not limited to) payment disputes, charge-backs, cancellations, reversals, inquiries, retrievals, off-sets, suspicious transactions and complaints for a period of 5 years. Metaprise will grant access to its dispute resolution records to its banking relationships as well as relevant law enforcement inquiry.

RIGHT TO REFUND

You, the customer, are entitled to a refund of the money to be transmitted as the result of the appropriate agreement if Metaprise does not forward the money received from you within ten days of the date of its receipt, or does not give instructions committing an equivalent amount of money to the person designated by you within ten days of the date of the receipt of the funds from you unless otherwise instructed by you. If your instructions as to when the money shall be forwarded or transmitted are not complied with and the money has not yet been forwarded or transmitted, you have a right to a refund of your money.
If you want a refund, you must mail or deliver your written request to Metaprise, at 9 E 53rd St., 5th Fl, New York, New York 10022. If you do not receive your refund, you may be entitled to your money back plus a penalty of up to $1,000 and attorney’s fees pursuant to section 2102 of the California Financial Code.
To learn more, please review one of the options below:

Alaska

If your issue is unresolved by Metaprise (866-655-6843), please submit formal complaints with the State of Alaska, Division of Banking & Securities.
Formal complaints must be in writing, please download the form.
Formal complaint forms may be submitted via:
Fax: 907-465-1230
Mail: Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807
If you have questions regarding formal complaints, please call 907-465-2521.

California

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 Business Oversight at its toll-free telephone number, 1-866-275-2677, by email at consumer.services@dbo.ca.gov, or by mail at:
The Department of Business Oversight, Consumer Services
1515 K Street, Suite 200
Sacramento, CA 95814

Colorado

After first contacting Passfeed, if you still have an unresolved complaint regarding our financial products or services, the Colorado Division of Banking will accept questions or complaints from Colorado residents at:
Colorado Division of Banking:
1560 Broadway, Suite 1175
Denver, Colorado 80202
Telephone: (303) 894-7575
Please click here to view the Colorado Division of Banking Customer Notice.

Illinois

After first contacting Metaprise, if you still have an unresolved complaint regarding our financial products or services, the Illinois Department of Financial and Professional Regulation, Division of Financial Institutions will accept questions or complaints from Illinois residents at:
Illinois Division of Financial Institutions
320 West Washington, Suite 229
Springfield, Illinois 62701
Telephone: 1-888 298-8089

Maryland

After first contacting Metaprise, if you still have an unresolved complaint regarding our financial products or services the Commissioner of Financial Regulation for the State of Maryland will accept questions or complaints from Maryland residents regarding Passfeed’s financial products and services at:
500 North Calvert Street, Room 402
Baltimore, MD 21202
Telephone: 1-(888)-784-0136

Massachusetts

After first contacting Metaprise, if you still have an unresolved complaint regarding our financial products or services, the Massachusetts Division of Banks will accept questions or complaints from Massachusetts residents regarding Passfeed’s financial products and services at:
Massachusetts Division of Banks
1000 Washington Street, 10th Floor
Boston, MA 02118-6400
Telephone: 617-956-1500

Texas

After first contacting Metaprise, if you still have an unresolved complaint regarding our financial products or services, the Texas Department of Banking will accept questions or complaints from Texas residents regarding Passfeed’s financial products and services at:
2601 North Lamar Boulevard
Austin, TX 78705-4294
Telephone Number: 1-877-276-5554 (toll free)

Washington

How to File a Complaint with the Washington Division of Consumer Services:
First, consumers are encouraged to try to resolve the dispute themselves. We have found that complaints can normally be resolved if the consumer contacts the company directly. If you have not already done so, please contact the office manager and attempt to resolve the problem.
Second, if direct contact is unsuccessful, or you are dissatisfied with the results, you may file a complaint with the Division of Consumer Services using one of the four methods below.
1. File a complaint online:
2. File a complaint via mail or fax:
3. Call us: 360-902-8811 or 1-877-RING DFI (1-877-746-4334)
Disclosure: The consumer understands that fraudulent transactions may result in the loss of their money with no recourse.
Last Revised: 5/14/24