Customer Service
If you want to complain:
PrePay Electronic Payments aims to always provide a high level of service. We treat all complaints very seriously in the unlikely event of needing to make a complaint, please contact us with:
- Your name and address
- Your account number
- A phone number if you would like us to call you on
- Details of your complaints, including relevant references and dates
You can contact us at:
Phone: 03-5410410
Email: [email protected]
WhatsApp: 03-5410410
Full address: 14 Ahad Ha’am St. 12 floor, Tel-Aviv
We will acknowledge your complaint within 48 hours.
We aim to handle your complaint fairly and to provide a fair and satisfactory outcome. We try to resolve all complaints within 10 working days.
In case we cannot resolve your complaint within 10 working days, we will provide you with a full written response explaining the reasons for the delay. We will keep you updated on our progress and will give you a point of contact whilst your complaint is in progress.
A final response shall be sent to you at the latest within 35 days of receipt of the complaint.
If, you don’t agree with our final response and you wish to take it further, in the first
instance you should contact the card issuer IDT Financial Services Limited, PO Box 1374, 1 Montarik Building, 3 Bedlam Court, Gibraltar, email address:
[email protected] , web www.idtfinance.com for further assistance.
A copy of IDT Financial Services Limited’s complaints policy can be found on
their website.
If, having exhausted the above complaints process with IDT Financial
Services Limited, you remain unhappy you may complain to the Gibraltar
Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic
Suites, Europort Avenue, Gibraltar, email [email protected], web
www.fsc.gi. It is important to be aware that legally it is not the role of the
Gibraltar Financial Services Commission to resolve complaints between you and IDT Financial Services Limited.
If you have not contacted IDT Financial Services Limited, the Gibraltar
Financial Services Commission will ask you to contact them first to give IDT Financial Services a chance to put things right.
For the elderly population, an optimal and special response will be given.
If a complains defined as a significant deficiency is identified, the trustee will involve the company’s management to bring it to its attention, a significant deficiency meets the following criteria:
- A defect that has an impact of over 100,000 NIS on customers’ funds.
- A defect that affects more than 5% of the total customers.