Problem money allocation procedure
In the case where money is paid into DML and it is unclear of the correct account and owner of the money then DML’s policy is to declare that there is a money allocation problem. All persons having claim to this money should submit bank receipts, documents and statements to support their claim.
In addition to a written statement as to what your claim on the money is and why you paid it in (please see section 1.1.4) , you must include
If money was paid via online bank transfer:
- A screenshot from your online bank statement clearly showing the date, amount and the account that the money was paid to.
If money was paid over the counter in the bank
- A clear scan or photo of the bank receipt where all information is clearly legible.
Should the person claim that there has been fraud we shall require reference and coordinates from the appropriate authority.
At the expiry of 3 months DML will review all claims to the money and make a decision to the best of their ability.
FAQ
Why wait 3 months?
A: To give potential claimants to the money time to notice that the money has not been credited to their account/read their financial statements etc.
Can I have a long conversation to put my case?
A: No. Everything must be in writing so that DML management can make a clear and just decision.
What if I disagree with DML’s decision?
A: Please follow the formal complaint procedure (reference to dmNote)
How should I make a claim in the case of problem money allocation?
A: Please follow the guidelines of presentation in the formal complaint procedure.
Are there any quick resolution methods?
A: Yes, we can reverse certain transactions where the payor identity is clear to the payment channel (credit card/electronic bank transfer)
I have been fraudulently persuaded to pay money into Digital Mail’s bank account etc. Are Digital Mail part of it?
A: No, we are a telecoms company and sometimes fraudsters rather than paying for their own accounts (and leaving a financial trail) will try to get a victim to pay their telecoms fees. This is a stupid move as the moment an account receives a PMA we will investigate it and send a suspension notice if we are not convinced of its bona fides