Complaints & Disputes
If something goes wrong, tell us. Complaining costs you nothing, and you do not need to write a formal letter — a WhatsApp message is enough.
1. How to reach us
- WhatsApp or phone: 079 013 1615
- Email: sipho@malinipay.co.za
It helps if you include the receipt number (it looks like RCT-7K2M9QW4), the amount, and roughly when it happened. You will find the receipt number on the receipt screen in the app.
2. What happens next
| Stage | When |
|---|---|
| We confirm we have your complaint and give you a reference number | Within 1 business day |
| We give you a real answer, or tell you exactly what we are still checking | Within 3 business days |
| We resolve it, or give you a dated plan and your escalation options | Within 10 business days |
3. The three most common problems
“The app says paid, but the money is not in my account”
We check our records first — the payment status, the reference from the payment provider, and the exact timeline. If our records and your bank statement disagree, we escalate to our payment provider the same day, with our evidence attached, and we keep you updated.
Never hand over goods on a “pending” screen. Only Payment received means the money has moved. If a customer shows you a payment confirmation on their own phone but your app has not confirmed it, wait.
“The customer paid the wrong amount”
PayShap payments are final and cannot be reversed — this is how the national payment rail works, and it applies to every app and every bank using it, not just Malini. A correction has to happen as a new payment between you and your customer.
What we can do is give you both the evidence: the receipt, the amount, the reference and the time. We will never promise you a reversal, because we cannot deliver one.
“My account has been locked”
We lock payment acceptance when identity verification is outstanding, or while we investigate suspected fraud or unlawful use. We will tell you what you can do to resolve it. In some cases the law prevents us from explaining the reason — if that happens, we will say so plainly rather than leave you guessing.
4. If we cannot resolve it
You are entitled to take it further, and we will give you the contact details rather than put obstacles in your way:
- Payment and banking matters: the National Financial Ombud Scheme — nfosa.co.za. Free to use.
- How we handled your personal information: the Information Regulator of South Africa — inforeg.org.za · complaints.IR@inforeg.org.za. Also free.
5. What we do with complaints
Every complaint is logged with its reference, what happened, and how it ended. We review them regularly: if the same problem comes up three times, we treat it as something to fix in the product, not as something to keep apologising for.