How to submit a complaint

At Viva.com our aim is to respond promptly, impartially and with a high level of service. Any issue may arise in the course of our business relationship, which you can immediately discuss with a representative of the Customer Service Team via chat, email or phone.

Our representative will try to resolve your issue and provide you with a solution. However, if you are not satisfied with the outcome, you can file a complaint.

At any time, you can choose to chat with our representative through our Live Chat service, either through the application you have downloaded to your mobile phone, or through our website www.viva.com. From the application, press the "Chat with us" option in the "Settings" field and from our website, log in to your account and select "Chat with us" which is located in the menu on the home page. We will notify you in writing, within one day of submitting the complaint, of its receipt and the team handling it (either through the application or through the website). The chat service is easy to use and our team is available 24/7.

Other ways to get in touch

By phone: (+30) 2 3420790

Post: 18-20 Amarousiou Chalandriou Avenue, 151 25, Marousi - Greece

Email: complaints@vivawallet.com

Our response

Upon submitting a complaint, we will contact you within 24 hours via email, to confirm the complaint receipt. In addition, we will give you a unique Case Number so that you can easily request information at any time.

A clear and substantiated final response will be communicated to you via phone, chat, email or post.

Our fundamental tenet involves conducting a fair and comprehensive assessment of all client grievances, following the process established and executed by Viva.com.

We are committed to resolving the complaint as promptly as possible and within 15 business days. In cases beyond our control, you will be informed within 35 business days, a period provided by the current regulatory framework.

If you are not satisfied with the response you receive or the solution suggested to you, you can appeal within one (1) year from the date of filing the complaint to Vivabank, to the Hellenic Financial Ombudsman (1 Massalias street, 106 80 Athens – P.O. Box 9166, 100 32 Athens, Tel.: 10440 (local charge), 210 337 6700, Fax: 210 323 8821, E-mail: info@hobis.gr, www.hobis.gr).

The Hellenic Financial Ombudsman – Nonprofit Alternative Dispute Resolution Organization (HFO – ADRO former HOBIS) is a specialized Alternative Dispute Resolution (ADR) entity, registered in the Register of ADR entities of the General Secretariat for Trade and Consumer Protection of the Ministry of Economy and Development.

We hope you have found all the information you need on this issue. However, if you need further clarification, you can contact us through the channels of communication mentioned above.