Dispute Resolution
Last updated: 1/15/2026
1. Overview
At VTUBOX, we are committed to resolving disputes fairly and efficiently. This dispute resolution process outlines the steps for handling customer complaints, transaction disputes, and service-related issues.
Our Commitment: We aim to resolve all disputes promptly and provide clear communication throughout the process.
2. Types of Disputes
We handle the following types of disputes:
- Transaction Disputes: Failed transactions, incorrect amounts, unauthorized charges
- Service Issues: Undelivered services, poor service quality, technical problems
- Account Issues: Account suspension, verification problems, access issues
- Refund Requests: Disagreements over refund eligibility or processing
- Billing Disputes: Incorrect charges, fee disputes, payment processing issues
- Security Concerns: Suspected fraud, unauthorized access, data breaches
3. Step 1: Initial Contact
First, contact our customer support team:
- Email: solutions@vtubox.com (preferred method)
- WhatsApp: +234 816 557 6058 (business hours only)
- Live Chat: Available on our platform during business hours
- Response Time: Prompt response for email, immediate for phone/chat
Required Information: Include your account details, transaction reference numbers, and a clear description of the issue.
4. Step 2: Initial Review
Our support team will:
- Acknowledge receipt of your dispute promptly
- Review your account and transaction history
- Investigate the issue with relevant departments
- Provide an initial response in a timely manner
- Request additional information if needed
Timeline: Most disputes are resolved at this stage promptly.
5. Step 3: Escalation to Management
If you're not satisfied with the initial response:
- Request escalation to our customer service manager
- Email: solutions@vtubox.com with "Escalation Request" in subject
- Include your original ticket number and detailed explanation
- Provide any additional evidence or documentation
Management Review: Senior management will review your case and provide a detailed response with their decision.
6. Step 4: Internal Appeals Process
If you disagree with the management decision:
- Submit a formal appeal within a reasonable time of the decision
- Email: solutions@vtubox.com with complete case details
- Include all previous correspondence and evidence
- Clearly state why you believe the decision was incorrect
Appeals Review: Our executive team will conduct a final internal review.
7. Step 5: External Resolution
If internal resolution fails, you may pursue external options:
- Central Bank of Nigeria (CBN): For financial services disputes
- Nigerian Communications Commission (NCC): For telecommunications issues
- Consumer Protection Council: For general consumer rights issues
- Legal Action: Through Nigerian courts (as last resort)
Regulatory Contacts:
- CBN: +234-9-46237820
- NCC: +234-9-4617000
- CPC: +234-9-4617000
8. Mediation Process
Alternative Dispute Resolution (ADR): Before pursuing legal action, we encourage mediation through a neutral third party:
- Both parties agree to participate in good faith
- Mediation is confidential and non-binding
- Costs are shared equally between parties
- Mediation can be arranged promptly after request
Mediation Benefits: Faster resolution, lower costs, and preservation of business relationships.
9. Documentation Requirements
To ensure efficient dispute resolution, please provide:
- Account Information: Email, phone number, account ID
- Transaction Details: Reference numbers, dates, amounts
- Evidence: Screenshots, bank statements, receipts
- Communication Records: Previous correspondence, support tickets
- Witness Statements: If applicable, third-party accounts
Documentation Standards: All documents must be clear, legible, and relevant to the dispute.
10. Resolution Timeline
Our commitment to timely resolution:
- Initial Response: Promptly
- Initial Resolution: In a timely manner
- Management Review: As needed
- Appeals Process: After review
- External Referral: When appropriate
Complex Cases: Some disputes may require additional time for thorough investigation.
11. Good Faith Participation
Both parties agree to:
- Participate in good faith throughout the process
- Provide accurate and complete information
- Respond to requests for information promptly
- Maintain confidentiality of sensitive information
- Not engage in abusive or threatening behavior
Consequences: Failure to participate in good faith may result in case closure or referral to legal authorities.
12. Contact Information
For dispute resolution inquiries:
- Email: solutions@vtubox.com
- WhatsApp: +234 816 557 6058
- Address: 11B, Maplewood Estate, Lagos, Nigeria
- Business Hours: Standard business hours (WAT), Monday-Friday
Emergency Contact: For urgent security-related disputes, call our emergency line.
13. Policy Updates
This dispute resolution process may be updated to improve our service. We will notify users of any material changes through email notifications and platform announcements.
Last Updated: 1/15/2026