Mobile Money Terms and Conditions related to Reversals

18. Money Transfer Reversals

18.1/ You must lodge a complaint of a wrong transfer within 30 calendar days from the date of the incident in accordance with to Section

28(1)(b) of the Electronic Money Issuer guideline. Careful investigations will be conducted to establish the claim as part of processing the reversal.

18.2/ MML will endeavor to effect reversals of a wrong transfer within 5 working days but in any event not later than 15 working days from the date on which a request was made.

18.3/ Where the amount in question is fully available in the wallet as at the time of receiving the complaint, MML shall hold the funds for further investigations. Funds which have been partially withdrawn cannot be held.

18.4/ In the event where the amount is not in the wallet, you would be advised accordingly. procedures.

MML may cause further investigations further in this event to satisfy its internal

18.5/ MML will take reasonable steps to contact the supposed wrong recipient, through calls and SMS,

within 3 working days of receiving a reversal request.

18.6/ The wrong recipient must make reasonable efforts to respond to the calls and SMS during the 3 days of contact.

18.7/ MML will endeavor to perform the reversal after the 3 working days without any feedback from the wrong recipient.

18.8/ MML does not have any obligation to perform a reversal in the event of any dispute with any designated payee.

18.9/ MML will make reasonable efforts to reverse the amount reported (if fully intact) or the remaining amount (after partial withdrawal by the wrong recipient) and in both cases, the reversal will attract the prescribed fee.

18.10/ MML will not perform a reversal for a wrong transfer which is not reported within 30 days after the said transaction.

18.11/ MML will not be liable for any damages whatsoever resulting from a wrong transaction.

18.12/ If a mobile money account is closed as a result of subscriber’s death, the balance standing to the subscriber’s account shall be paid over to administrator nominated in the letters of administration issued by a competent Court of Jurisdiction or Executors stated in a will..