Customer Assistance Policy

We know that you may have many options when considering your payment, transaction, and digital account needs.  For this reason, Confia prides itself in the level of service we provide to you.  Service, security, and accessibility are our top priorities when it comes to your financial needs.  Our Client Services team is available to assist you and deliver efficient resolutions to any of your questions or concerns.

If you have a complaint about a Confia product or service? Please review the information below on how to file a complaint with us, how to have your complaint resolved quickly, and how we will address your complaint.  We want to resolve any problems you might have experienced as promptly and effectively as possible, and your feedback is very valuable in assisting us to improve our services for the future.

For more information please refer to your Member Agreement or Consumer User Agreement, as applicable, for more information concerning error resolution, dispute resolution, and filing complaints.  Generally, we will attempt to fully resolve most issues within ten (10) business days after you notify us of an issue affecting your account.  If we are not able to respond in full within three (3) business days of receiving your formal complaint, we will, at a minimum, issue you a prompt acknowledgement that your complaint has been received and will be investigated.  Based on the nature of your concerns and the information provided, we will use all the information at our disposal to investigate and resolve your complaint. We may need to contact you for further information if it will help us to resolve the matter.

How to File a Complaint

You can file a complaint about a Confia product or service by contacting us at: 

• Via telephone at: 1-855-200-9533, ext. 3
• Via email at: help@confia.fi
• In writing at: 1210 Washington Ave, Ste 212, Miami Beach, FL, 33139

Complaint Resolution

We will endeavor to issue you a full and final response within ten (10) business days from the date we receive your initial complaint, with our understanding of your concerns and a possible resolution. If we are unable to issue our full and final response within ten (10) business days, we will write to update you on the progress of your complaint and the expected resolution date. 

Given how important your relationship is to us, our complaint-handling contact point is Confia’s Head of Client Services. Any Client related issue that is escalated to a complaint will be forwarded to the Head of Client Services.

How to Escalate a Complaint

If you are not satisfied with the response provided by the Head of Client Services, you may forward your complaint to the Chief Compliance Officer at compliance@confia.fi. The Chief Compliance Officer is part of Confia’s Executive Management team, and should be able to resolve any complaints that were not fully resolved by the Head of Client Services.

In the unlikely event your complaint is not resolved by Confia to your satisfaction, you may report your complaint to North Bay Credit Union

• Via telephone at: (707) 584-0384
• Online at: https://www.northbaycu.com/about/connect-with-us/contact-us.html  
• In writing at: 397 Aviation Blvd, Ste L, Santa Rosa, CA 95403

1515 K Street, Suite 200, Sacramento, CA 95814

When contacting the North Bay Credit Union, please reference Confia Financial LLC