How do I raise a complaint?

If something went wrong and you are not happy, tell us. We want to hear it, and a real person will look at it.

When to use the grievance page

Use the grievance page if:

• You think a charge is wrong, and you need more help. Start with billing errors.
• Our AI ended your call or flagged your account, and you think it was a mistake.
• You were given a strike or a ban, and you think it was unfair.
• You had a problem that the help pages did not solve.

AI mistakes and ban reviews

AI follows live calls to keep everyone safe. It tries to understand what a person means, not just the words. But no system is perfect.

If you believe the AI got it wrong, raise it on the grievance page. A person reviews it. AI flags and reports are also reviewed by our trust and safety team before a strike is confirmed.

Three confirmed strikes lead to a permanent ban. Threats, sexual harassment or fraud can lead to an immediate ban. If you think a strike or ban is wrong, ask for a review.

Remember, a banned account can still sign in to the dashboard and withdraw wallet balance to UPI. Wallet money is never taken as a penalty.

What to include

Please give us clear details, so we can check fast:

1. Your name or display name and the account you used.
2. The call ID, the date and the time.
3. The amount, if it is about money.
4. A short note on what happened and what you want us to do.

Rohit was cut off in a call when he was only talking about a bad day at work. He goes to the grievance page, writes the call ID and time, and says the AI made a mistake. A person looks at it.

What not to send

Never send your OTP, UPI PIN, password, Aadhaar number or card details. We will never ask for them. Not on a call, WhatsApp or email.

Other ways to reach us

You can also write to support (@) hellofraands.com. Please add the call ID, the date and the time.

If it is a rule break by another person, use the report page. If you need help right now, read need urgent help.