Support and Claims
Information related to Customer Support, Customer Service, complaints to the Banco de España, and incidents and exercise of rights regarding the protection of personal data.
Support and Customer Service
Support: In case you have questions, doubts, requests, suggestions or incidents of any kind, you can write to us at the following email address support@monei.com.
In case of issues, we recommend that you find a solution first by writing to the email support@monei.com. If you are unable to resolve the incident or if you are not satisfied with the response obtained, you can file a written complaint or complaint with the MONEI Customer Service, which will resolve it, in accordance with the rules and principles established in the regulations on transparency and customer protection of financial services within a maximum period of 15 working days for complaints related to payment services and 1 month for all other matters, unless you are not a consumer, because in that case the deadline The resolution will be 2 months.
You can also send us your written complaint or complaint, together with a copy of your ID card or identity document, through the following channels:
Postal Mail: Calle Palestina 1, Entreplanta, Of. E 29007 - Málaga España
Email: SAC@monei.com
In this case, you must have an electronic signature in accordance with the requirements set out in Law 59/2003, of December 19, in order to be able to correctly identify yourself.
Web form: by filling out this form.
In case of disagreement with the resolution of the MONEI Customer Service, or if the maximum periods have elapsed since the submission without obtaining a resolution, you can contact the complaints service of the Banco de España, for which you have a period of 1 year from the filing of the complaint with the Entity.
It is an essential requirement to be able to file a complaint with the Banco de España complaints service, to have submitted, in advance, a complaint to the MONEI Customer Service.
The address of the Banco de España complaints service is:
Bank of Spain's Entity Conduct branch Department Alcalá Street, No. 48 28014, Madrid
- Bank of Spain's Entity Conduct Department
- Bank Customer Portal — Complaints and Complaints
- Download the claim form
Exercise of Data Protection rights
To exercise your rights of access, rectification, deletion, limitation to processing, opposition to processing, data portability, not to be subject to automated individual decisions or to revoke the consent granted, protected by the General Data Protection Regulation EU 2016/679 (GDPR), you can write to the MONEI Data Protection Officer, both by post (Calle Palestina 1, Entreplanta, Of. E, 29007 - Málaga) or by email (to the address au+rgpd@monei.com), attaching in any case a copy of your ID card or equivalent document proving your identity.
