MoonPay support responds with generic replies — how can I properly escalate a complaint?

If you want your request to be reviewed by a real specialist rather than a bot, do the following:

Reduce the issue to one clear question.
In a new message within the existing ticket, briefly describe the core problem and make one specific request: refund the funds, unblock the transaction, or explain the reason for the charge.

State that previous replies did not resolve the issue.
Calmly note that the responses you received were generic and did not address your specific situation.

Request escalation of the ticket.
Explicitly ask for the ticket to be passed to a senior specialist or a staff member authorized to make financial decisions.

Add facts and numbers.
Template replies are more likely to stop when your message includes:

transaction ID

exact amounts

dates

discrepancies between what was promised and what actually happened

If none of the above solutions work, please feel free to share your experience. You can also file a complaint on our website.