​Q: I would like to provide feedback to help improve the services and customer experience. How can I do this?

A: We always welcome useful feedback from our customers. You can do this via the app in settings and ‘Give feedback’. Alternatively, send us an email to operations@kornellfinance.com with the subject line: Feedback. 
 

Q: How to make a complaint? 

A: We sincerely apologise for any unpleasant experience. Please send email to compliance@kornellfinance.com.

To ensure this is correctly processed please clearly indicate by putting a prefix of “Complaint:” within the email subject matter line or on the letter. 

- We normally respond to complaints within 2 business days. If we can't provide a final response, we will explain the reasons for the delay within 2 business days.
 

Q: How can I open an Account?

A: Our premium service is tailored for our prestige clients. We currently only open accounts for the clients referred by our dedicated channels and existing clients. If you have been referred please contact your client manager who will assist you in opening your account.
 

Q: Can I deposit cash into my account?

A: We do not accept cash deposits. To add funds you must transfer moneyelectronically, instructions can be found within the app.  

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Q: Do you offer debit card?

A: Currently, we do not offer this service but this service may become available in the future.  
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Q: I don’t recognise a payment / transaction, what can I do? 

A: Please take the time to recall all your recent transactions. There may be some transactions that may show a merchant as a different name from their known trading name or some delayed transactions that have now been completed. 

If you are certain that you do not recognise a transaction you can do the following: - If you believe the transaction has been in error, contact us on operations@kornellfinance.com and we will assist you for unrecognised payments, incorrect or duplicate charges.

 

Q: I believe I may have been a victim of fraud. How do I report this?

A: If you think you are a victim of fraud, login to the app and freeze your account immediately, then please contact us on compliance@kornellfinance.com as soon as possible and our team will assist. 
 

Q: What should I do if my account is frozen?

A: If you freeze your account on the app accidentally, please request unfrozen on the app. If it’s frozen for unknown reasons, please contact your client manager or email our support team via operations@kornellfinance.com. 
 

Q: How can I close my account?

A: You can submit a request on the app, contact your client manager or contact us on operations@kornellfinance.com

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Q: I got SMS / Email OTP code what is this?

A: Our system use a two factor authentications, each operation approved by customers by OTP codes.

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Q: Is Kornell Finance regulated?

 

A: Yes, Kornell Finance is a regulated and registered domestic Money Service Business (MSB) in Canada, and a registered Payment Service Provider (PSP) with Bank of Canada. We adhere to all applicable financial regulations to ensure the safety and security of our clients' funds and information.