Metta Protocol Foundation is committed to resolving consumer complaints promptly and fairly. This page explains how to submit a complaint, what to expect, and where to escalate if you are not satisfied with our response.
1. How to submit
- Email: complaints@mettaprotocol.app
- General support: support@mettaprotocol.app
- In-app: open the Tech Support drawer or Investor Relations panel (for investors) and file a complaint ticket once services are restored.
2. What to include
- Your MEPR username or the email address on file.
- A clear description of the issue and the outcome you want.
- Dates, transaction IDs, and any screenshots.
3. Acknowledgement & timing
We acknowledge complaints within 5 business days and target substantive resolution or status update within 30 days. Complex complaints (KYC, sanctions, on-chain transactions) may take longer.
4. Escalation
If you are unsatisfied with our response, you may escalate to:
- U.S. Consumer Financial Protection Bureau — consumerfinance.gov/complaint (financial-services complaints).
- U.S. Federal Trade Commission — reportfraud.ftc.gov (deceptive practices).
- Your state attorney general's consumer-protection office.
- For securities-related concerns: U.S. SEC — sec.gov/tcr.
5. Non-retaliation
MEPR does not retaliate against users who submit good-faith complaints. Complaints do not affect account status unless the underlying facts show a policy violation by the user.