Complaints and error resolution

If something about Kivu is wrong, we want to hear it from you directly, and we want to hear it early. This page explains how to raise a concern, what we commit to doing about it, and where to take it if we do not resolve it to your satisfaction.

Where a concern relates to a specific transfer, the rights that govern it are set out in our Transfer Policy. That document is the governing one. This page describes the process; it does not narrow anything the Transfer Policy grants you.

1. How to raise a concern

The reference number is the fastest route to an answer, because it identifies the transfer without any further exchange. If you do not have it, tell us the date, the amount, and the recipient's first name, and we will find the record.

You may also write to us by post at Kivu Money Services LLC, 7901 4th St. N, Ste 300, St. Petersburg, FL 33702. Email reaches us faster.

Complaints do not have to be about a transfer. If a page on this website is unclear, if a published rate looks wrong to you, or if something in how we describe our pricing does not match what you experienced, that is a complaint worth sending, and we would rather receive it than not.

2. What happens next

• We acknowledge within 1 business day. A person reads what you send and replies to confirm we have it, tell you who is handling it, and say what we need from you, if anything. This applies to every concern, including transfer errors.
• We respond substantively within 15 business days. For a complaint that is not a transfer error, you have our conclusion and the reasoning behind it within 15 business days of us receiving it, not only the decision. Many are answered in the first reply. If a concern genuinely cannot be concluded in that time, we will tell you before the 15 days are out, explain why, and give you a date.
• Transfer errors follow their own timeline. Where your concern is an error on a specific transfer, the investigation is governed by the Transfer Policy and restated in section 3 below: we investigate and report the results to you generally within 90 days, as the Remittance Transfer Rule requires. The acknowledgment commitment above still applies.
• Where we were wrong, we correct it. That includes refunds where they are due, and it includes correcting a page on this site if the error was in what we published.

3. If your concern is a transfer error

Errors carry specific rights under U.S. federal law, and specific timelines. These are stated in full in the Transfer Policy and restated here so that you do not have to go looking for them.

• You have 180 days to report an error, counted from the promised availability date of the transfer. An error includes the wrong amount arriving, funds never arriving, or a receipt that does not match what happened.
• We investigate and report the results to you, generally within 90 days of your report.
• Where we determine an error occurred, we correct it, including refunds where applicable, as required by the Remittance Transfer Rule (12 C.F.R. Part 1005, Subpart B).
• Cancellation is separate and faster. You may cancel within 30 minutes of payment for a full refund, provided the funds have not already been picked up or deposited. Refunds return to your original payment method, typically within 3 business days.
• Failed or returned transfers are reversed in full, at no charge to you, within 2 business days of the failure being confirmed.

Send an error report to info@kivumoney.com with your reference number. Reporting it to us does not use up any other right you hold.

4. If we do not resolve it

Raising a complaint with Kivu is not a precondition for going elsewhere, and nothing on this page asks you to wait for us before you do.

Remittance transfers sent from the United States are regulated by the Consumer Financial Protection Bureau. You may submit a complaint to the CFPB at consumerfinance.gov/complaint, or by telephone at (855) 411-2372. The CFPB forwards complaints to the company and publishes anonymized complaint data.

You may also hold rights under the consumer protection law of the state where you live, and nothing in this page or in our Terms of Service waives them.

5. Kivu is pre-launch

Kivu has not yet opened transfers to the public. Until it does, there are no transfers to complain about, and the timelines in section 3 describe rights that begin when transfer functionality is offered to you. Concerns about this website, about how we describe our pricing, or about anything else we have published are live today, and section 1 is the way to send them.

6. Contact

Kivu Money Services LLC · 7901 4th St. N, Ste 300, St. Petersburg, FL 33702 · info@kivumoney.com