Why has Biz Core debited your account?

Find out
Book a Demo NEW Business Enquiry
NEW Business Enquiry Book a Demo

Enquire now

Book a Demo
Home > Complaints

Complaints

Complaints

 

FSoft endeavours to satisfy customer’s needs and requests

However, we recognise there are circumstances where our service may fall below standards or not live up to customer expectations. Where these circumstances occur, we take customer complaints seriously and aim to resolve these issues promptly, so we can continue a mutually beneficial relationship.

We take every step possible to resolve your complaint

FSoft adopts the definition of a complaint as described in AS ISO 10002-2006; An expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.

Making A Complaint

You can make a complaint by contacting us at:

admin@fsoft.net.au

FSoft aims to acknowledge the complaint immediately by email and where possible, the complaint will not be handled by the staff involved in the subject matter. Where the complaint is made on a non-business day FSoft aims to acknowledge receipt on the next business day.

Resolving The Complaint

We aim to resolve all complaints within 5 business days. Where the complaint cannot be resolved within 5 business days, FSoft will provide a Final Written Response within 45 calendar days from the date when the complaint was received. If we are unable to provide a Final Written Response within 45 days, we will notify you of the reason for the delay.

External Dispute Resolution Scheme

If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority:

FAQs

How do I contact Biz Core?

You can contact Biz Core by filling out this form, and we will get back to you as soon as possible.

Why has Biz Core debited my account?

Biz Core is a payment facilitator for a wide range of businesses, including lenders, rental agencies, telcos, personal trainers & gyms, sporting clubs, accountants & bookkeepers, rideshare providers, and others.

 

If you are seeing a debit on your bank statement, it is likely that one of your recent payments has been dishonoured. When this happens a dishonour fee is charged.

 

If you want to know more please email info@bizcore.com.au

Why is Biz Core showing up on my billing statement?

Biz Core is a payment facilitator for a wide range of businesses. If you have a direct debit from Biz Core on your bank statement, it may be for one of the following types of fees:

  • A payment plan charge from a financier or lender

  • An automated payment for a subscription service

  • A charge from a rental agency, telco, personal trainer, sporting club, accountant, bookkeeper, rideshare provider, and more.

  • Transaction fee

  • Monthly account fee

  • Dishonour fee where a recent payment has failed.

    •  

    Read more about who we work with and frequently asked questions regarding charges through Biz Core’s software here.

    Can direct debit be reversed?

    Direct debits can be reversed and this is referred to as a chargeback. If a customer wishes to reverse a direct debit, they can make a chargeback request through their financial institution. A customer may request a chargeback for several reasons, including:

    Dissatisfaction with a product or service

    Incorrect charges

    Fraud

    A credit or discount was promised

    How to stop a direct debit?

    If a customer wishes to stop a direct debit completely, they can do so by contacting their bank directly or their provider who they are making payments to.