For customers
Tell us what went wrong
We take every complaint seriously and handle it ourselves. Complaints don't just go back to the business. We'll acknowledge yours within [ACK_DAYS] business days and aim to resolve it within [RESOLVE_DAYS] days.
What happens next
Three steps, and you hear from us at each one
You do not have to chase us. Here is what we do once your complaint arrives.
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We acknowledge it
Within [ACK_DAYS] business days you get an email with a reference number, so you always know which case we mean when we write to you.
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We look into it
We read what you told us, pull the record of your application, and ask the business and the financing company for their side. We do not simply pass your complaint back to the business.
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We give you an answer
We write to you with what we found and what we will do about it. We aim to finish within [RESOLVE_DAYS] days. If it is going to take longer, we tell you why before that time is up.
Your complaint
Fill this in once and we will take it from there. If you are not sure about a detail, give us your best guess. We can look up the rest on our side.
Photos and documents
If you have photos, a copy of an agreement, a text message or anything else that helps, describe it in your own words when you tell us what happened. Please do not try to attach it here.
Once your case is open, the complaints team will email you and ask for the files they need, so your documents go straight to the people working on your complaint.
You can also go somewhere else
You can also contact the Consumer Financial Protection Bureau (CFPB) or your state regulator at any time. You do not have to wait for us to finish, and you do not need our permission. When you do, name the company as Galaxian Inc. (ProLevelUp).
The CFPB takes complaints at consumerfinance.gov.
If you would rather write to us in your own way, complaints can also be sent by email to info@prolevelup.app.
Know where you stand
It helps to know what you are entitled to and how the application you filled in actually works.