If you are dissatisfied with a Buburuza service or how an issue was handled, contact our support team and clearly identify your message as a complaint.
Submit your complaint
Open the support request form and choose Complaint, or email support@buburuza.com. You can also call +1 (855) 510-1222.
What to include
- A clear summary of what happened and when.
- The service or transaction involved, with the date, amount and reference if relevant.
- Any existing support request reference.
- The outcome you would like us to consider.
What happens next
- Acknowledgement: You will receive an automated confirmation email with a unique Case Tracking ID within 24–48 hours.
- Standard complaints: We aim to fully resolve your complaint within 15 business days.
- Complex complaints: If legal or technical review is needed, we provide weekly progress updates and target resolution within a maximum of 35 business days.
If you want to appeal
Reply to the original Case Tracking ID email within 10 business days and explain the reason for your appeal. A senior manager or designated Complaints Officer will review it.
If you remain dissatisfied after the final response, you may escalate your complaint to the competent regulator or ombudsman in your jurisdiction.
Following up
Keep your request reference and reply to the same conversation with any additional information. Our support team will review your complaint and contact you if more details are needed.
Disputes about electronic funds transfers or remittances follow a separate statutory dispute process. The 15-business-day complaint target does not apply to them. For those disputes, see How to Get Help With a Transaction Dispute. For activity you did not authorize, follow the How to Report Unauthorized Activity or Suspected Fraud.
Protect your information
Do not send identity documents, selfies, proof of address, full card or bank details, passwords, recovery codes or one-time codes by email or with your initial support request. If documents are needed, wait for a confirmed secure verification or upload method.