1. What is mtxpress?

mtxpress is an innovative, fast and convenient way to send money from the UK to someone in Bangladesh. An SMS advice that funds await collection is sent automatically straight to the recipients mobile phone. On receipt the Beneficiary (the person nominated by the Sender) visits any branch of Brac Bank Ltd and pay-out takes place. The Sender recieves an email confirmation from mtxpress advising the time and location that collection took place, the amount collected in Taka and the exchange rate used in the transaction.

The service also allows account credits to any eligible account maintained at Brac Bank and the scheme is live between the UK and Bangladesh. The system is configured such that additional corridors can easily be added, subject to local regulations.

2. What do I need to have with me when I use mtxpress to send money for the first time?

You will need a copy of your bank statement or statement from your card service provider. A utility bill might also be sufficient with your name and address or other document containing your name and address such as a voting card or extract from the Electoral Roll. When entering your name and residential address please key it in with care ensuring that it matches exactly as it appears on your chosen document. We have made it easy by including an Address Look-Up feature. Simply enter your Post Code and select your address from the drop-down list which appears.

To send money you will also need a valid debit card in your name with which to make payment. Finally, you will need an email address to ensure you receive a summary of each Send Money Transaction and confirmation when the remittance is collected. We will also let you know of any special offers and enhancements to the service.

3. How safe is my remittance using mtxpress?

mtxpress is reliable safe and secure using state of the art technology, industry best practice and expertise of payments and cash management professionals. mtxpress uses bank grade security and Extended Verification Certificates to ensure the security and integrity of the mtxpress website. When customers login the toolbar along the top turns "green" evidencing the same levels of security that are common in on-line banking services.

mtxpress is also protected by a Payment Assurance Module which screens each individual transaction for possible activity by fraudsters prior to submission to Cybersource a top-rated payment management company, providing end-to-end e-payment, risk management and advanced payment security services.

On collection of funds in Bangladesh an email advice is broadcast to the Sender confirming the precise time and place of collection, the exchange rate used and the exact amount received, removing the uncertainty that is usually associated with most other methods of money transfer.

4. Will I be informed when my Beneficiary receives the money?

Yes. As soon as Pay-Out occurs you receive an email confirmation that the Beneficiary has received funds detailing the exact time and location of Pay-Out, the amount received and the exchange rate used in the transaction. In addition you can track the progress of each remittance online through the “My Account” function on the mtxpress website.

5. Does the beneficiary need to pay any fees or charges?

No. All transaction fees are paid by the Sender at the time the Send Money Transaction takes place. We do not permit any additional charges or deductions to be made.

6. Can I use a different bank account to send the money?

Yes. As long as the Statement Address associated with debit card is the same as the one that was used during the registration process.

7. What if the SMS message does not reach the beneficiary?

In the unlikely event that the SMS Advice does not reach the Beneficiary's mobile phone handset you will receive an email advice broadcast entitled "SMS Delivery Failure". At this point you can contact the Beneficiary and provide them with the unique 16 digit Value Identification Number(VIN). You can tell if the SMS Advice has made it to the handset at this is reflected in the transaction’s status of “Delivered to Handset”. Once this status has been reached you can rest assured that the Beneficiary has received the SMS Advice containing the VIN.

8. Can I send money on a Public Holiday or at Week-ends? (Saturday, Sunday)

Yes. mtxpress is available to send money on-demand anytime 24/7. Please note that when it is a non-banking day in Bangladesh funds may not be collected until the first banking day following. You can still send money anytime of the day or night at a time that suits you and you can check on the progress of each remittance from the comfort of your home work-place or even on the move from a any web-enabled handset.

9. What if I don’t have an account with mtxpress?

All you need to do is register with mtxpress. You will need to be a UK resident with a valid debit card issued by a UK bank and have an email address. The simple process takes seconds to complete and is free. As soon as registration is completed successfully you can start sending money straight away.

10. What if I need to send more than £300 pounds?

For the time being the maximum that can be sent in any 30 day period is £300. Very soon we will enable payment via Bank Transfers from any bank account in the UK. This will enable you to send larger value payments more frequently.

11. Can I "stop" a remittance once it has been sent?

Yes. You can "stop" a remittance providing that Pay-Out /Account Credit has not taken place. Please call our Customer Care hot-line to stop a payment on 0808 280 2013 from within the U.K or ++ 44 203 026 6849 if calling from outside the U.K. Please note that there will be an additional charge to "stop" a Send Money Transaction.

12. What if, the ID of the person I am sending money to (The Beneficiary) does not match the details I have entered?

It is important when creating the Beneficiary Profile for the first time that the name of the person you are sending money to (The Beneficiary)for the first time appears as it does on the Identity Document that the person presents at the time Pay-Out takes place.

13. What form of Identity Documents are acceptable in Bangladesh?

Any of the following documents are acceptable to prove identity in Bangladesh:- Passport, Voters I.D, National I.D and BRAC I.D.

14. Why is an Identity check necessary?

We have a duty to identify our customers in order to fulfill our obligations under UK and International laws to combat money laundering as well as countering the financing of terrorism and the proceeds of crime. All we require is your full name (as it appears on any official document such as a bank statement, or utility bill) along with your date of birth. The process takes place online and takes seconds to complete after which you can start to send money straight away.

15. Will an Identity check affect my credit record?

No. Whilst we access data from a variety of sources such as the Electoral Role we do not capture data which affects any credit rating you may have.

16. Can anybody else withdraw the cash on behalf of beneficiary?

No. As part of the security mechanisms, processes and procedures that we have in place to ensure funds delivery only the person nominated in the Beneficiary Profile can collect funds. Given that each Registered User can send money to up to 10 different Beneficiaries it should always be possible to send money to a designated Beneficiary. If the person to whom you usually send money is sick you can nominate a trusted person to collect funds simply by creating a new Beneficiary in that person’s name. Once verified this person can then onward deliver the funds to the sick relative or friend. When they have recovered the Beneficiary can continue to receive funds in their own name.

17. How does mtxpress make its money?

mtxpress makes its money from the fixed transaction fee it charges at the time money is sent along with a modest commission on the exchange rate used in the transaction. Today, we charge between £1 and £6 depending on the amount sent. On collection a 1% commission applied to the exchange rate set by Bangladesh Bank each business day. No other charges are made by us or any of our agents.

We do not charge for any email advices or confirmations that we send you and we do not charge a monthly maintentance fee for the use of the mtxpress service. Transaction history and status enquiries are also free of charge enabling you to take control of the remittances that you send.

18. What affects the currency exchange rate?

A number of factors affect the exchange rate. However, Bangladesh Bank sets the rate in the morning of each business day which is displayed 24 hours later on their website. This rate can be viewed by visiting www.bangladesh-bank.org

19. How can I maximize the exchange rate used in a remittance transaction?

Often it is a good idea to compare rates from one provider to another to see if there any differences in the rates that you are quoted. It is important to note that exchange rates offered in excess of the rate set by Bangladesh Bank may be too good to be true and do not reflect exchange rate policy that has been set by the Central Bank in Bangladesh. Also check that the rate advertised actually applies to the transaction at the point that funds are received. mtxpress provides clear information on rates and when they apply through the information provided online and at the time funds are received. Why not compare our rates now with other money transfer service providers and see for yourself?

20. Can I maintain more than one account with mtxpress?

No. Only one account can be maintained per individual.

21. I am experiencing difficulties registering online, what should I do?

If you are experiencing difficulties during the registration process please contact our Customer Care department on 0808 280 2013 who will be pleased to assist you with any aspect of the Registration, Identity Verification or the Send Money Transaction processes. Please note that we will never ask you to reveal any confidential data to us including your bank or card details. We will simply provide a helping hand to guide you through the process step-by-step. All data is input and maintained by you the customer using the highest levels of security in the industry.

22. Can I change details of my account?

Yes, certain details of your account can be changed such as email address and other details. Once you have been verified and you change your residential address details this will require you to be re-verified using the new address data.

23. What happens to remittances that are not collected by my Beneficiary?

As soon as you receive confirmation of the Send Money Transaction funds are available for collection at Brac Bank branches during their normal office hours. You can check the progress of each remittance from the “Transaction History” page of your account. Simply, check the status of the remittance and advise the Beneficiary to collect the funds have not been collected. Transactions in the status of “Final” have been collected. Going into the details will enable the Registered User to confirm exactly when and from which branch of Brac Bank funds were collected. In the case where remittance has not been collected for more than 3 months an email reminder will be sent to the Registered User (the Sender) to remind them that funds are available to the beneficiary for collection.

24. What other payment methods can I use to pay for a remittance using mtxpress?

We currently accept debit cards issued by UK Banks. We do not accept credit cards for the time being. Very soon you will be able to pay using a bank transfer from your Internet bank account maintained at a U.K bank.

25. Can I change the details of my Beneficiary?

Yes. Once a person's details have been added to a Beneficiary Profile you can change any aspect of a Beneficiary as long as there are no outstanding transactions for collection by them. Once the changes have been made you will receive an email advising of you that changes have been made. As an additional safety feature, a change of email address will result in an email being automatically generated and sent to the previous email address that he have on file.

Please note that for security reasons, once a Beneficiary has been added the Beneficiary Name cannot be changed. If a name change is required a new Beneficiary Profile will need to be set up. Don’t worry, we allow each Registered User to maintain up to 10 separate Beneficiaries at any one time.

26. Are my transactions details secured with mtxpress?

Yes. mtxpress is reliable, safe and secure using state of the art technology that allows the Registered User to send and monitor each individual remittance using security features you would normally expect from your banking service provider. We do not store debit card details on our systems. Brac Bank staff do not have access to customer data only specific data relating to the remittance transaction at the time that Pay-Out takes place. Credits to bank accounts maintained at Brac Bank take place without manual intervention.

27. How is the exchange rate calculated?

The exchange rate is calculated taking the Official Exchange Rate that is as set by Bangladesh Bank each business day in Bangladesh and applying a fixed commission of 2%. The rate is then displayed on the website in the “Today’s Online Exchange Rate” and is the actual exchange rate that is used in transactions which take place during normal banking hours at Brac Bank branches that business day.

28. Will the receipt document, which my beneficiary receives from Brac Bank work as a valid Remittance document?

Yes. The Receipt that is issued will enable the Beneficiary to evidence that remittance has been received through a recognized channel.

29. Do you accept credit cards?

30. Can I use my friend's debit card to pay?

31. Can my Beneficiary collect from any Brac Bank Branch?

32. The Beneficiary is claiming non-receipt of funds.

33. What does the Beneficiary need to collect money?

The VIN may also be presented on a piece of paper as long as it is a valid transaction number and the person collecting the money produces acceptable ID to confirm their Identity.

34. Is there a time limit of collection of funds?

35. I am the Beneficiary and I have some questions about the money I have received.

36. I would like to communicate in Bengali

37. How do I check the progress of each remittance transaction I send?

You can check status of each transaction from your mtxpress account, under “Transaction History” tab. This shows you at what stage the transaction has reached and if funds have been collected.

Each transaction will exhibit one of the following statuses:

• Payment Authorized - The card issuer has approved for payment; this status lasts a few seconds before the SMS is generated containing the VIN (Transaction Reference)
• Sent - This means that the VIN is on its way to the mobile number contained in the Beneficiary Profile
• Being processed by Brac bank - in case of bank account transfer
• Delivered to handset – the SMS containing the VIN has been delivered to number in the Beneficiary Profile. All the Beneficiary needs to do now is to visit any branch of Brac Bank with suitable ID and collect the money
• Final – transaction collected/paid out or delivered to Brac account number. Clicking on “details”, you can see the exact details, where and when Pay-Out took place and the exchange rate used.

38. What controls are in place to guard against fraud and money laundering?

39. How long does it take for money sent from the UK to reach my Beneficiary?

40. What if I don’t have enough money in my bank account to pay for the transaction?

Amounts as low as £20 can be sent using mtxpress. At the time that any Send Money Transaction takes place we check with your Bank that sufficient funds are available to pay for the transaction. If not the payment will not be authorised and the transaction terminated.

41. What do I do if I wish to make a complaint?

Mobile Union Ltd is committed to delivering efficient and professional remittance services. We aim to provide prompt, courteous, helpful, open and informative advice in response to every approach made by our customers. We are always keen to hear the views of our customers, about our performance generally, what we do well and when we do things wrong. To find out more about our complaints procedures please click here