How to file a complaint
Enquiries, claims and disputes
An enquiry can be filed in writing at our office, by email, or by phone through the call centre. The review takes 10 working days; where necessary it is extended once by a further 10 working days, with prior notice to the applicant.
How to file an enquiry
In writing at the office
Kyrgyz Republic, Bishkek, Leninsky district, Liniya 7-ya St., 9
A free-form written enquiry delivered to the company’s registered address. The filing date is the date the document is received.
By email
A scan or photo of the signed enquiry, or the text of the email itself. Put “Enquiry” in the subject line.
By phone through the call centre
Working hours: 09:00–18:00 (GMT+6)
A verbal enquiry is accepted and registered by the operator. If the substance of the matter requires a written answer, the operator will ask you to repeat the enquiry in writing — otherwise there is nowhere to send the reply.
What to include
Without these details the enquiry cannot be matched to a specific transaction, and the review period restarts once they are clarified.
- the name of the organisation or the full name of the individual applicant;
- a channel for the reply: a postal address or an email address;
- the date, amount and identifier of the transaction, if the enquiry concerns a payment;
- the substance: what happened, what you expected, and what outcome you consider correct;
- a list of attachments — receipts, statements, screenshots, correspondence;
- the date and signature, if the enquiry is filed on paper.
An enquiry without the applicant’s contact details cannot be reviewed: there is nowhere to send the answer.
Review timelines
| Stage | Timeline |
|---|---|
| Registration of the enquiry | on the day it is received |
| Review | 10 working days |
| Single extension | up to 10 further working days, with notice |
| Maximum total | 20 working days |
The enquiry is registered on the day it is received. The review period runs from the registration date.
If the answer requires information from a participating bank or another third party, the period is extended once by a further 10 working days. The applicant is notified of the extension and its reason before the original period expires, through the same channel used to file the enquiry.
The answer is sent through the channel stated in the enquiry. If none is stated, through the channel the enquiry arrived by.
What we decide and what the participating bank decides
MONTRA receives and carries out the payment and processes the financial information relating to it. Authorisation is performed by the issuer — the organisation that issued the payer’s payment instrument — while the movement of funds is executed by banks participating in the payment system. So for enquiries that concern an issuer’s decision or timelines on a participating bank’s side, we collect the transaction records and pass them to the relevant participant, but we do not take the decision on its behalf. Our answer states whose area of responsibility the matter falls into.
If the answer does not satisfy you
First step — a repeat enquiry quoting the number of the original one and the reason for your disagreement: disputes are often resolved simply by clarifying the facts.
Second step — an application to the National Bank of the Kyrgyz Republic as the authority that issued our licences and supervises our activity. Its filing procedure and current contacts are published on its official website.
Applying to the National Bank does not remove your right to go to court: a pre-trial procedure does not replace judicial protection.
The dispute resolution procedure between the company and the client is set out in the contract and in the payment system rules.
National Bank of the Kyrgyz Republic
Changes to service terms
Changes to service terms and pricing are published on the website in advance — at least 30 calendar days before they take effect, stating the approval date and the effective date.
The current and previous versions of the documents remain available: a client must be able to see which version a particular transaction was processed under.
Full disclosure about the service is provided before the contract is concluded, not after it.