Are there any penalties for not following the correct top up procedure?

Fees may be imposed on a case-by-case basis. Time taken to manually process an erroneous transfer also varies on a case-by-case basis.

The type of information we receive from financial institutions for bank transfers is not standardised and occasionally incomplete. To ensure quick and automated processing of top-ups, we have implemented a method that also requires your cooperation in doing your part; otherwise, it increases our administrative efforts in manually processing errors.

In order for us to better handle these administrative efforts, we have decided to levy admin fees in certain cases. You will incur admin fees when you do any one of the following as you Top-Up your Xfers Wallet:

1. Not Submitting a Top-Up Request

You must submit a Top-Up request here before you can transfer money from your bank account to ours. If you do not submit, you will incur an admin fee of 1% of the entire amount you topped up.

2. Exceeding Your Top Up Limit

You must not transfer more than your daily top-up limit. If you transfer more than this amount within a 24 hour period, the amount in excess of your limit will be returned to you, minus an admin fee of 1% of the total amount transferred.

For example, if you transfer SGD 750, and your daily top-up limit is SGD 500:

1. You will incur an admin fee of SGD 7.50 ( 1% of 750) ; and

2. SGD 242.50 will be returned to your bank account ((750 - 500) - 7.50).

3. Not performing a FAST Transfer

When you transfer from your bank account, you must perform a FAST transfer through your e-banking portal to our bank account. If you do not do a FAST transfer (for example : over-the-counter transfer, ATM transfer, GIRO transfer), you will incur an admin fee of 1% of the total amount transferred.

4. Not adding your phone number or adding unnecessary details in the comments/description section

You must ONLY input your phone number (associated with your Xfers account) in the comments/description field when you transfer from your e-banking portal. If you fail to input your phone number, or add any other unnecessary character or spaces, you will incur an admin fee of 1% of the total amount transferred.

5. Topping-up an amount different from what is made in the top-up request

You must make a top-up of the exact amount as specified in your top-up request, in one single bank transfer. Failure to do so (i.e. splitting the top-up request amount into two separate transfers) will result in a 1% admin fee of the total amount transferred.

6. Topping-up from a bank account that you have not registered or does not belong to you.

You must transfer only from the bank account which you have indicated when you submit a top-up request. As we have strict AML/TF and KYC policies, we will not accept funds from sources which have not been verified with us or do not belong to the Xfers account holder. 

More details here.