Tshelo
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Complaints

Tell us what went wrong.

Something not working as it should? Let us know. We aim to acknowledge every complaint within one business day and resolve most matters within five. There are also things Tshelo can't fix — we'll point you to the right place if that's the case.

Read this first

Is this about a mobile money transaction?

If money was sent to the wrong person, didn't arrive, or you want a refund of a payment, that is handled by your mobile money provider — not by Tshelo. We never received, held, or moved the funds, so we cannot reverse the transaction.

Contact your provider directly: Orange Money on 112, MyZaka customer care on 180111, or Smega on 1289. They have the dispute process and the records of the actual transfer.

If your complaint is about something Tshelo did or didn't do — wrong records, missing notifications, account problems, data concerns, or anything else — the form below is the right place. More on the boundary on the Trust and Safety page.

The form

A few details to help us help you.

This form sends an email to our trust and safety team. We respond within five business days — faster for urgent matters. If you'd rather just write us directly, the email is tshelo@data-sentinels.com.

No. I · Who you are
A name and a way to reach you.
If you'd prefer to stay anonymous, leave the name field blank. We'll still need an email or phone number to respond.
No. II · What kind of complaint
Pick the closest match.
This helps us route your complaint to the right person on our team.
No. III · The fund
If it's about a specific fund.
Optional — only if the complaint is tied to a particular fund. The name or link helps us find it quickly.
No. IV · What happened
Tell us the story.
In your own words. When did it start, what did you expect, what did you see instead. The more specific, the faster we can help.
No. V · What you'd like
An outcome that would resolve this.
Helpful but not required. Examples: "I want my data deleted", "I want the record corrected", "I want a token refund", "I just want this acknowledged".
We respond within five business days.

Got it. We're on it.

Your complaint has been sent to our trust and safety team. You'll get an acknowledgement email within one business day, and we aim to resolve the matter within five business days from there.

If you don't see anything from us, check your spam folder — or write to us directly at tshelo@data-sentinels.com.

REF: pending
Other ways to reach us

Not the right place? Try one of these.

If your matter isn't really a complaint, or if you'd rather not use a form, here are the most direct routes to the right team.

Mobile money disputes

Your provider's customer care

Money sent to the wrong person, payment didn't arrive, you want a transaction reversed. Orange Money: 112. MyZaka: 180111. Smega: 1289.

Trust, safety & data

Direct email

Privacy questions, data export and deletion requests, security concerns, or general questions about the platform.

tshelo@data-sentinels.com
How Tshelo works

Trust and Safety page

Why Tshelo never holds your money, what we collect, how disputes are resolved, and where the boundary sits between us and your mobile money provider.

Read the page
Just curious

How it works walkthrough

The whole flow — signing in, creating a fund, detecting payments, exporting the audit. Useful if your complaint is "I don't understand what's happening".

See it in action