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Escalating a Case: Timeframes and Process
Escalating a Case: Timeframes and Process

In this article, we will explain how long an escalation process takes.

Alejandra avatar
Written by Alejandra
Updated over a week ago

At Maza, we are here to provide you with an exceptional experience by resolving your questions and needs quickly and efficiently.

We understand how important it is for you to receive reliable answers and timely solutions.

When you need help with your Maza account, let us explain how we operate to effectively assist you:

  1. Personalized Attention: We take pride in offering personalized attention tailored to your specific needs. Your comfort is our priority.

  2. Escalation When Necessary: If you face a more complex situation, feel free to let us know. If needed, we'll escalate your case to a specialized department or service provider to ensure a comprehensive solution.

  3. Detailed Evaluation: After gathering all the necessary details, we'll carefully evaluate whether involving other experts is appropriate. Your case will receive the right attention.

  4. Stay Informed: Throughout the process, we'll keep you informed about the status of your request and any relevant updates. Transparency is key.

  5. Response Time: Generally, you can expect a response within a timeframe of up to 2 business days. In exceptional circumstances, we might need a bit more time to ensure a proper resolution.

Important! If your inquiry is about a dispute, please note that we follow a specific process in collaboration with Visa to resolve it.

We want you to feel secure, knowing that we're actively working on your case and that you're in good hands.

Feel free to reach out to us for any other questions, concerns, or requests you may have. Our customer support team is available 24/7. Your satisfaction and trust are what we value most at Maza. We're here for you!

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