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Someone has made a payment to me, and it hasn't shown up in my DMT/ALTA account. Payments don't just show up in your account. You have to claim the payment using the Claim function of ALTA. Click on the Claim button, then click on the Account where you are expecting the payment. Remember, no one knows what your Account Number is. Only you have access to it with your Username, Password, and Passphrase. Therefore no one can make payments directly into your account. Instead, they make payments to your Claim Number. Your Claim Number is not your Account Number. Rather, your Claim Number is a one-way function of your Account Number, and the Account Number can't be reconstructed from the Claim Number. Read DMT—a Simple Explanation for details.
I transferred in money to DMT, but the credit given was slightly less than the amount I wired (before the DMT fee deduction). We give you credit for the amount we receive. However, if you did not pay all the external banking fees, then the amount we receive will be less than the amount you announced using the Transfer-In function of ALTA. Remember that international transfers in foreign currency, such as the U.S. dollar, typically involve an intermediate bank as well as the originating and destination banks. The intermediate banking fee is typically $15 or so. Our banks also charge us a fee for receiving wires, but we don't charge this to you. We absorb it as part of our costs.
I wired you money, but have not been able to Claim it in DMT/ALTA. There are two possibilities. 1) We haven't received the wire. 2) We received the wire, but there was no Customer Reference Number as part of the wire information. The Customer Reference Number is a random pointer to your Claim Number, and without it we are unable to give you credit. Sending money without a Customer Reference Number is like someone sneaking into your shop at night and leaving money in the cash register, without a note of explanation. When you see the money, you think, "Gee, thanks," but don't know who to give credit for it. It is your responsibility to make sure that the Customer Reference Number is included with your transfer. 1) Regarding the possibility we haven't received it, check with your bank. Make sure they sent the money to the proper place. And while you are at it, make sure they included your Customer Reference Number. 2) If you think we have received the money, but perhaps without a Customer Reference Number, then click on the Account in DMT/ALTA to which you are making the transfer. This takes you to the Account Management page. Then click on the button at the bottom of the page, "Send a Message to the DMT Operator." In your message include the three relevant items of information that should have been included with your transfer: the Name under which the transfer was made; the Customer Reference Number; and the Amount of the transfer. If we have received your transfer (missing the Customer Reference Number) we should then be able to identify it and give you immediate credit. (Any Operator Messages we may send in response are sent to a Claim Number, so you will have to Claim them, just like you have to Claim payments.)
Are there any places you won't send Transfer-Outs? If our banks won't send wires somewhere, then we won't either. We do not send Transfer-Out payments to Vanautu, for example. Occasionally a Transfer-Out is rejected. Check your messages. Please be careful in your banking instructions for Transfer-Outs. We will follow them explicitly. But it is your responsibility to ensure their accuracy. It is also your responsibility as to where you wire money to. If we've followed your instructions, and sent it to someone who fails to give you credit, that is your responsibility, not ours. Our responsibility is to see that it gets there. The banking system in Latvia is notoriously inefficient, for example. If you want to send money there, that is your prerogative, but don't expect us to make up for the inefficiencies of the Latvian banking system. We can't, and won't. And remember, anonymity comes from keeping assets within the DMT/ALTA system, and making Pay and Claim transactions within the system. There is no anonymity or privacy in the external banking world. |
