How our Customer Service (CS) works

At Bit2Me, the Customer Service Department (CS) is an independent department responsible for managing and resolving formal claim fairly and efficiently. 

How can you file a formal claim?

You can file a formal claim with the CS once you have exhausted the Technical Support route. This means that it is a step that comes after you have contacted our Technical Support team to try to resolve the issue.

Our Support team is available to offer you free assistance, with the aim of helping you get the most out of our products and services. We are dedicated to resolving your queries, responding to your requests, and managing any incidents that may arise, always with a commitment to providing a satisfactory experience.

You can contact us using any of the following channels:

• Open a ticket: Use this link to send your query or problem, and our support team will get in touch with you.
• Chat on WhatsApp: Click on this link to start a direct conversation with one of our agents via WhatsApp.
• Call us by phone: If you prefer to speak directly, you can contact us by phone using this link to find our contact numbers.

If after receiving Support assistance you are not satisfied with the response or solution offered, you can proceed to file a formal claim with the CS, a service that is completely free of charge. 

Requirements and process for filing a claim

Submitting a claim to the CS: 

You can submit your claim at any time within a maximum period of one year from when the problem occurred. The claim can be submitted by you or by a representative, either electronically or by post. 

When will we NOT be able to accept your claim?

There are certain situations in which we will not be able to accept your claim:

• If important information is missing and cannot be corrected, or if the problem is not clearly understood.
• If you want us to resolve something that is already in the hands of a judge or other authority, or if the case has already been resolved.
• If the claim is not related to what is covered by the CS Regulations.
• If you have already made the same claim before and we have already resolved it.
• If the maximum time for submitting claim has already passed.
• If the claim is offensive.

What happens if something is missing from your claim?

If, when you submit your claim, important information such as your identity is missing or the problem is not clearly understood, we will give you 14 days to complete the missing information. If you do not do so, we will file your claim. This does not mean that you lose your right to claim at a later date. You will simply have to open a new claim file. The time you take to complete the information will not count towards the time limit we have to respond to you.

How to file a claim

For a claim to be accepted, you must provide us with the following information: 

• Full name
• Tax address
• The email address associated with your account
• Contact phone number (this can be the same number you use for your account)
• If you are acting through a representative, the representation must be legally accredited.
• Reason for the claim: clearly explain the problem.
• Solution to the problem: explain your preferred solution to the problem.
• Date when the problem began 
• Product or service affected
• Statement: you must confirm that there is no other administrative, arbitration, or legal proceeding in progress on the same issue.
• Documentary evidence: provide any documents that support your claim.

We recommend using the Claim Form because in just 3 minutes:

• You guarantee immediate registration of your problem so we can start resolving it sooner.

• It allows us to track your case more effectively.
  
  

If you prefer to submit your claim by email, you must write to bit2mecs@bit2me.com, and you must use the email address associated with your Bit2Me account (for customers) and ensure that you send all the information described above so that the claim can be accepted. 

If you choose to send your claim by post, you must send the same information described above to our post office box. On the envelope, address the letter to the CS. 

As this is not an automated process, the resolution period will begin on the date the letter is received. 

SAC Bit2Me

Apartado de correos 8092

12006, Castellón de la Plana - España 

Analysis and resolution times

• Acknowledgement of receipt: We will send you a written acknowledgement of receipt with details of the department responsible, the contact email address, the date of receipt of your claim and the estimated resolution timeframe.
• Opening of a file: Once we have received your claim, we will open a file.
• Maximum resolution timeframe: The CS has a maximum of two months to issue a resolution, but we will always try to do so as soon as possible. In exceptional cases, this timeframe may be extended, but we will inform you of the delay and the new timeframe.

What happens if you are not satisfied?

If you disagree with the CS's decision or two months have passed without a resolution, you can appeal to the claim Service of the National Securities Market Commission (CNMV) for services that are regulated by the CMNV. Remember that you must first exhaust the CS process.

You have a maximum period of one year from the date of the CS's resolution (or from when it should have resolved the matter if no resolution was issued) to appeal to the CNMV's claim Service.

Investor Services Office of the National Securities Market Commission

Calle Edison 4, 28006 Madrid

Telephone: +34 900 535 015

Website: CNMV - File a claim

In any case, in order to file a claim with the National Securities Market Commission, it is an essential requirement to have first filed said claim with the Customer Service Department.

Types of claim that the CS does NOT handle:

• Claim from non-customers: If the claim was made by someone who is not a customer of the company or their legal representative.
• Internal company issues: Claim related to the company's employees or shareholders, or its suppliers. In other words, internal company matters not directly related to customers.
• Services or products from other companies in the group that are NOT members: If the problem is with a service or product from another company in the same group, but that company is not subject to the CS Regulations.
• Issues with external companies: Claims about products or services from other companies, where the Bit2Me customer deals directly with that other company.
• Ongoing legal matters: Claim that are already in the hands of courts, arbitrators or other legal authorities, or that are in the process of resolution or legal dispute.
• Disputes requiring experts: Claim that involve very complex facts that can only be proven in court or that require the opinion of experts on very specific technical issues.
• Company business decisions: Claim about decisions that the company makes freely, such as whether or not to do business with someone, or the terms of a contract.