telephone top-ups transactions
The terminal has correctly printed out the charge confirmation. The customer entered a 14-digit top-up code and the account was not topped up. What should be done?
Due to the possibility of abuse, correctly printed (legible) top-ups are not subject to complaint in PeP. The customer should report the complaint to the GSM network operator, who must accept and consider the complaint.
Special care should be taken to select the correct operator and denomination. However, in special cases where an incorrect top-up has been selected, please contact the PeP Merchant Service Centre. Please remember not to disclose the top-up code to anyone and, if a complaint is accepted, destroy it absolutely.
What to do if the top-up has not printed out or is unreadable?
If the top-up has not printed out or is unreadable (e.g. due to lack of paper or paper jamming in the POS terminal printer, etc.), immediately contact the Merchant Service Centre and prepare the following information: type of top-up (Orange, Play, Plus, etc.), date and exact time of top-up sale, top-up amount. COA will verify whether the top-up has taken place and will provide you with a unique complaint identifier, which you can use later to find out about the complaint status. Once the correction has been taken into account, the corrections are visible on daily reports at www.klienci.pep.pl and included in top-up invoices (top-ups with a minus sign).
How much time do I have to make a complaint about the sale of a top-up phone?
You can submit a complaint for a top-up sale within 3 months from the moment of printing. However, it is recommended to report this complaint immediately so that it can be dealt with as soon as possible and the settlement corrected (if the complaint is accepted).