Complaints

This page is provided for general informational purposes.

How to file a complaint

If you have a concern about a service provided directly by Odilio Money, you can reach our team through our contact page, selecting "Something else" as the service needed and describing your concern in the message field.

What to include

To help us respond effectively, please include your business name, a description of the issue, any relevant dates, and the outcome you are seeking. Please do not include sensitive identity or financial documentation in your initial message.

Complaints about a partner institution

If your complaint concerns a service delivered by one of our regulated banking, card-issuing, or custody partners, we will help direct you to that partner's complaint process, as they maintain their own procedures and regulatory obligations.

What happens next

We aim to acknowledge complaints promptly and to work toward a resolution. Complex matters, or those involving a partner institution, may take longer to resolve.

Regulatory contacts

If you believe your complaint has not been resolved appropriately, you may also be able to raise it with the applicable state regulator or, for federal registration matters, FinCEN. This section will be updated with specific regulator contact details following legal review.