Xfers will assess any claims of unauthorised transactions using an account under your name for the purpose of assessing your liability in accordance with Section 5 of the E-payments User Protection Guidelines.
We will communicate the claim resolution process and assessment to you in a timely and transparent manner.
Xfers may, during the investigation process, require you to furnish a police report in respect of the unauthorised transaction claim before we begin the claims resolution process. Upon your enquiry, Xfers will provide you with relevant information that we have of all the unauthorised transactions which were initiated or executed from your Xfers account, including transaction dates, transaction timestamps, and parties to the transaction.
Xfers will complete the investigation of your claim within 21 business days if it's a straightforward case and 45 business days if it's a complex case. Such complex cases may include instances where any party to the unauthorised transaction is residing overseas or where we have not received sufficient information from you to complete the investigation. Xfers will, within this period, give you a written report of the investigation outcome and our assessment of your liability, and we will seek your acknowledgement of the investigation report.
If you do not agree with our assessment of liability, or where we have assessed that the claim falls outside of Section 5 of the E-payments User Protection Guidelines, we may then proceed to commence other forms of dispute resolution.
Where Xfers has completed our investigation and assessed that you are not liable for any loss arising from the unauthorised transaction, we will credit your Xfers account with the total loss arising from the unauthorised transaction.