Update on Refunds process. Q&A

Following our announcement that we’ve begun to ease the suspension of our activities, we’ve developed some FAQs which we hope will help you with any questions you may have about the process.

Q: What does a refund mean?
A: By refunds, we mean enabling our customers with funds in their eWallets to be returned to their own accounts. In practice, what this means is that we will allow you to transfer the funds from your ePayments account to another account with another provider in your name.

Q: Does the company have enough funds to pay money back to all its customers?
A: We have taken steps to protect customer funds throughout the restriction period. We do not expect that any customers will be unable to retrieve their full funds.

Q: How can I understand if I have been granted access to my funds? When will you contact me?
A: We are working through our customer population. Once we are in a position to invite you for a refund we will send you an email.

Q: I have extenuating circumstances, can I get a refund sooner?
A: We understand the issues that the situation with our suspension may cause customers hardship and we truly apologise for this. If you have extenuating circumstances please inform us by sending a message to [email protected].

Q: I have an ePayments card. Will I be able to use it for refunds?
A: We are currently unable to offer the card as a refund method. If this changes, we will let you know.

Q: Can I transfer funds to pay my bills or send money to my friends?
A: No, your e-Wallet balance can only be paid out to an account in your name.

Q: Can I use my account to deposit funds as well as get refunds?
A: Not immediately, but we are expecting to be able to open for business as usual as soon as possible.

Q: Can I close my account once the funds are withdrawn?
A: Yes, you can.

Q: Can I continue using my account once the funds are withdrawn? Have the Terms and Conditions changed?
A: Currently, full system functionality is restricted, but we expect to be able to re-open for business as usual soon, and we look forward to continuing serving our customers.

The current terms and conditions have not changed. Whenever there’s a change in our processes or systems, we will update our terms and conditions accordingly and notify you. The current terms and conditions, and other important documents can be found here: https://www.epayments.com/documents.html.

Q:Why do I need to transfer funds to another account in my name?
A: As we are currently unable to offer full system access, in order to be able to access the balance of your account, the only option we are currently able to offer is to allow you to send funds to another account in your name. Once we are able to offer fuller account access, we will let you know.

Q: Why do you ask me to pass verification again to get access to financial operations?
A: We may ask you to pass verification checks with us again where our records show that in order for you to access your funds, we need more information about you, to complete our records. Where we do ask you to provide further information please do read the requirements carefully and complete the information requested.

Update on Refunds process. Q&A
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