Dispute Resolution
B21 Financial Technology Platform
⚖️ Dispute Resolution Policy
Last updated: August 02, 2025
📋 Quick Summary
We are committed to resolving disputes fairly and efficiently through our structured process, with multiple escalation levels and professional mediation options.
🤝 Our Commitment to Fair Resolution
B21 is committed to resolving disputes fairly, efficiently, and transparently through our comprehensive dispute resolution framework. We believe in maintaining strong customer relationships through effective conflict resolution.
🏆 Resolution Excellence
We maintain a 95% customer satisfaction rate in dispute resolution with an average resolution time of 3-5 business days for standard disputes.
📋 Types of Disputes We Handle
We handle various types of disputes with specialized processes for each category:
Transaction Disputes
- Unauthorized transactions
- Processing errors
- Duplicate charges
- Failed transactions
Account Access Issues
- Login problems
- Account lockouts
- Password reset issues
- Two-factor authentication
Service-Related Complaints
- Service quality issues
- Feature malfunctions
- Performance problems
- User experience concerns
Billing & Fee Disputes
- Incorrect charges
- Fee calculations
- Billing discrepancies
- Refund requests
Technical Issues
- System downtime
- API connectivity
- Mobile app problems
- Integration issues
⚡ Resolution Process Timeline
Our structured approach ensures timely and fair resolution:
📝 Initial Contact
Submit your dispute through any of our available channels with all relevant information
📨 Acknowledgment
We acknowledge receipt and assign a case number for tracking
🔍 Investigation
Our specialized team conducts thorough investigation of your dispute
📋 Resolution Decision
We provide detailed resolution decision with explanation and next steps
✅ Implementation
Approved resolutions are implemented and confirmation is provided
📈 Escalation Levels
If you're not satisfied with the initial resolution, we offer multiple escalation options:
Level 1: Senior Management
Escalate to senior management for review
- Department head review
- Additional investigation
- Alternative solutions
- Direct communication
Level 2: Executive Review
Executive team comprehensive review
- C-level executive review
- Policy exception consideration
- Compensation evaluation
- Final internal decision
Level 3: External Mediation
Independent third-party mediation
- Professional mediator
- Neutral arbitration
- Binding resolution
- Legal compliance
📋 Required Information
To process your dispute efficiently, please provide the following information:
Account Information
Your account details, user ID, and contact information
Transaction Details
Transaction ID, amount, date, and payment method used
Issue Description
Detailed description of the problem and timeline of events
Supporting Documentation
Screenshots, receipts, emails, or other relevant evidence
📞 Contact Methods
Choose the most convenient method to submit your dispute:
Online Portal
Submit disputes through our secure online system
Email Support
Send detailed dispute information via email
Phone Support
Speak directly with our dispute resolution specialists
Questions or Concerns?
If you have any questions about this policy, please contact us:
Email: info@b21.net
Phone: +2348174522778
