How Can I Withdraw My Funds – FAQ

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Contents

Hello! How can we help?

How can I withdraw my USDC funds?

Our app no longer supports withdrawals for US customers. Please use the web interface instead.

  1. Visit https://poloniexus.circle.com
  2. Log in with your existing Poloniex credentials
  3. Click the “Withdraw” button from within your Poloniex wallet (not available in the Poloniex mobile app)

For a list of wallets and exchanges that support USDC, please visit: https://www.centre.io/usdc

Why were my assets traded into USD Coin ?

On October 18, 2020, we announced that Poloniex was spinning out from Circle into a new company, Polo Digital Assets, Ltd. US customers unfortunately weren’t included in this spin out, thus Circle is winding down operations for US Poloniex customers. As such, we provided a period of two months for customers to access their funds and execute any withdrawals as needed.
Remaining non-delisted assets in Poloniex US customers’ accounts have been traded into and stored as USDC. Your account balance is now available for withdrawal.

How do I download my history for taxes ?

You can download your past Poloniex trade, withdrawal and deposit activity here. Transactions and history can be exported in CSV format and includes all data until December 16, 2020.

You’ll be able to download your transaction history both before and after withdrawing any USDC balance you hold: you will not lose access to exports without prior notice.

  1. Visit https://poloniexus.circle.com
  2. Log in with your existing Poloniex credentials
  3. Select “Balances > History” on the top right corner
  4. Download the report(s) of your choice

Where can I see what price my assets were traded at?

  1. Visit https://poloniexus.circle.com
  2. Log in with your existing Poloniex credentials
  3. Select “Balances > History” on the top left corner

Will my account get charged fees ?

Poloniex US will begin the process of sending funds from dormant accounts to relevant states in accordance with the requirements of state laws for unclaimed property. Customers with dormant accounts will be charged an administrative fee of up to $10 USD to cover maintenance costs and costs associated with sending unclaimed property to states, unless restricted by applicable laws. To avoid being charged fees, please act today to withdraw your USDC.

What if I don’t have $10 USD in my account to cover the administrative fees?

We will only charge fees up to the amount in the account. If an account goes to zero, no additional fees will be owed by the customer.

How much are the transaction fees?

The transaction fee is 0.1 USD Coin to facilitate on chain withdrawals. If you do not have more than this amount in your account, we cannot facilitate your withdrawal. A balance equal to or less than 0.1 USD Coin will be subject to the administrative fee noted above.

Why do I have to verify my identity ?

As a registered money service business, Poloniex LLC must comply with anti-money laundering and Know Your Customer (KYC) laws/practices. In order to comply with these laws, your funds cannot be withdrawn until you verify your account. For more information on our policy regarding verification requirements and account access, please refer to our User Agreement

Poloniex has dropped KYC for withdrawals under 10k, why do I have to provide IDV?

US customers unfortunately weren’t included in this spin out, and remain customers of Poloniex LLC. As a registered money services business, Poloniex LLC must comply with anti-money laundering and Know Your Customer (KYC) laws/practices. In order to comply with these laws, your funds cannot be withdrawn until you verify your account. For more information on our policy regarding verification requirements and account access, please refer to our User Agreement.

How Can I Withdraw My Funds? – FAQ

A: You cannot withdraw your funds from NASFUND. You will have to transfer your Funds from NASFUND to your current contributing Superfund (Nambawan Super).

Q: What is the process to transfer my Funds?

A: You will have to go through the same process as withdrawing your FUNDs. You must provide all documents as required for withdrawal, however on the full withdrawal application form, you will mark the box where it states ‘ transfer ’ .

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Note: You must already be a contributing member to the superfund that you would want to transfer your funds to.

Q: I am currently contributing to NASFUND and would want to transfer my FUNDs from Nambawan Super to NASFUND.

A: Please go to your nearest Nambawan Super branch and ask an officer to assist with the process to transfer your funds.

Q: I have two NASFUND accounts. Is this ok?

A: It is not ok to have more than ONE account. You must immediately Merge all your accounts to your original account number. A member must always have ONE account no matter how many companies he/she has worked for.

Q: Why do I have more than one membership number?

A: There are several factors that may lead to a member having more than (1) one account.

  • The member never advised his employer of his/her old membership number when he/she joined the company.
  • The payroll officer didn’t fill the correct form to state a member has an existing account creating a new account under the new employer.
  • The system automatically creates a new account if the member may have also changed names but hasn’t advised the fund through their payroll or HR officers.

It is very important to advise your payroll officer of your membership number as soon as you join a new company or employment.

Q: If I have already withdrawn all of my funds. Should I use the old membership number when I start contributing?

A: No, you have to advise your payroll to create a new account because you have already exited that account.

Q: When does the FUND update member’s contributions?

A: The FUND encourages all employers to remit members contributions at the 15th day of each calendar month.

Q: My balance has not been updated for over 2months. Are my funds secured?

A: Your Funds are secured, but there are factors that contribute to contributions that are not updated on time.

Factors may include the following;

  • Your employer has not remitted your contributions on time.
  • Your employer may have remitted your contributions but they may not have advised the account officers of the FUND on deposits and the contributions may be sitting under the un-allocated trust fund.
  • To correctly identify contributions and allocate accordingly, the FUND must then confirm with employers when the bank provides statements to correctly allocate the contributions which may lead to prolonging updates.
  • Your employer may have remitted your contributions on time but the officers concerned have not updated your contributions because of un-clean schedules.
  • A schedule is a form that includes every contributing member’s account details. If a schedule is incomplete the system automatically rejects the whole file and gets the account portfolio officers to send back to employers to provide ‘clean’ schedules. If this schedule is not returned immediately can cause the delay of updating contributions on time.

Q: If I find that my contributions are not accurate, what must I do?

Q: My balance on the online service is not accurate to that provided by the help desk, why is that so?

The online balance is updated weekly. However, sometimes it can be a week or two behind. For an updated statement, please email: [email protected]

Also note that your balance is updated once a month. Even if your pay office deducts your pay fortnightly, your contributions are sent on the 15th day of the next calendar month, for example; your July payment will be received in August and etc, do not check your balance weekly because your contributions are updated on a monthly basis.

Q: I am trying to lodge my application but there isn’t a NASFUND branch nearby, what should I do?

You can email or fax your application to the nearest NASFUND branch or email: [email protected] and copy the nearest Branch for further advice. Go to www.nasfund.com.pg to look up the contact of the nearest branch. Ensure that the copies sent are clear and visible for screening processes.

Q: I don’t know my membership number, how can I get my number?

Send an email to [email protected] with the following information; full name/current or last employer/ date of birth and name of one of your nominated beneficiaries.

Q: How much will I be receiving under partial withdrawal?

Partial withdrawal is for members who are still out of employment after 3months and are facing financial hardships. The FUND will pay you your most recent fortnightly gross salary, but on a monthly basis. Your Gross salary will be taken from your employer reference that is a required document when lodging your application.

Q: When am I eligible to withdraw my funds?

A: If a member is un-employed after 3 months and is facing financial hardship, he/she is eligible for a partial withdrawal. If the member has still not found employment after 12months. He/she is eligible for full withdrawal.

Q: I am unemployed after a year (12months) and want to withdraw my funds, what are the requirements needed to lodge my application?

A: Members must have on hand the following documents to lodge a clean application for faster processing of funds.

  • Withdrawal form (SF21)
  • 3 months Bank statement
  • Nomination Form (SF2)
  • SF6 Form (monthly return of members who have left service).
  • Identification Card or letter from the most recent employer.
  • Letter of references from past employer(s).

Q: How long will it take to process my withdrawal application?

A: If all documents are in order, the process will take 2 – 3 weeks to process if it was lodged in Port Moresby and 3 – 4 weeks if the application is lodged outside of Port Moresby.

Q: How long do I have to be a member to be eligible for Housing Advance?

A: You must be an active contributor for 5 consecutive years. For more information please email: [email protected]

Q: How do I claim funds of a deceased family member?

A: You will only claim funds if you are a nominated beneficiary. Documents required to claim funds include; every nominee must provide the following documents when lodging an application.

  • Withdrawal Application by nominee(s) (SF22).
  • Bank Statement of nominees.
  • Death Certificate.
  • Warrant of burial.
  • letter of confirmation from pastor/priest or village counsellor.
  • Employment reference(s).
  • Identification (ID or birth certificate) of nominees.

Q: Is it possible to withdraw my savings while I am still working or contributing due to financial hardships?

No, your funds are purposely for ‘Retirement’ you are not allowed to withdraw until you have reached retirement age or if are eligible to withdraw under other ‘approved withdrawal status’ such as; emigration, disability, death or un-employment.

Q: How long does it take to process a Housing Advance Application?

A: If all documents are in order it will take 2 – 3 weeks for files lodged in Port Moresby and 3 -4 weeks if lodged outside of Port Moresby.

Q: Why am I told to provide employer references from all the employers I have worked with previously?

Your balance in your account is made up of three components;

  • Employer component;
  • Employee component (member portion);
  • Interest added by the FUND.

The Employer component is not entitled to you until all those contributing employers you have worked with confirm/approve through the required employer references for the FUND to action accordingly.

Q: What if the employer I have worked for 10 years ago has left or destroyed my files and I cannot get an employer reference to get my funds or merge my accounts?

A: The FUND will ask for any form of document or Identification while working with that employer, this could include a previous work reference; ID Card, letter of employment confirmation or a bank statement to identify history of salary from that employment, if there is no other document to verify, the FUND will go through identification weighting assessment to make a decision.

Q: I need help with withdrawing my FUNDs. Is there an email I can liaise with someone?

A: Email: [email protected] or call our TOLL FREE number on 1800 673.

Q: How can I get a copy of my balance statement?

A: you can request for your statement by emailing your membership number, date of birth and current employer to [email protected] or you can go to www.nasfund.com.pg and check your balance online.

Q: Who do I contact to find out about my withdrawal application?

A: For any enquiries or follow ups. Please email our helpdesk via [email protected] or call the TOLL FREE number 1800 673.

Q: I am currently receiving partial payments. Will I receive my remaining balance when I reach the 12months period?

A: A member is required to write a consent letter to advise the fund to release the rest of his balance when he/she has reached the 12months period. He/She is also asked to provide a 3month bank statement. Member must lodge the consent letter and balance statement at the branch where application was lodged.

Q: Is there a faster way to access my balance than standing in line?

A: There is a Digicel and Bmobile service where you can check your balance using your mobile phones.

How Can I Withdraw My Funds? – FAQ

Direct Express ® will never contact you by phone, email or text message to ask you for your card number, password, PIN or security code.

If you have responded to any communication asking you to provide any card or personal information, please inform Direct Express ® customer service immediately by calling the number on the back of your card.

Frequently Asked Questions

Please select a topic below to explore common questions and answers.

1. Overview of the Direct Express В® Card

Federal Agency Federal Agency
  • Coast Guard
U.S. Coast Guard
  • Defense Finance and Accounting
  • DFAS Annuitant Pay
  • DFAS Retired Military Pay
  • DFAS Former Spouse Pay
  • Department of Labor
  • Black Lung
  • Federal Employee Workers Comp
  • Long Shore and Harbor Workers Comp
  • Energy
  • Office of Personnel
  • Civil Service Retirement/Annuity
  • Civil Service Survivor/Annuity
  • Railroad Retirement Board
  • Railroad Retirement Annuity
  • Railroad Retirement Unemployment/Sickness
  • Social Security Administration
  • Social Security Retirement
  • Supplemental Security Income
  • U.S. Department of the Treasury
DC Pension
  • Veterans Affairs
  • Veterans Compensation and Pension
  • Veterans Education MGIB
  • Veterans Education/Selected Reserve
  • Veterans Vocational Rehab and Employee
  • Chapter 33 – VA EDU Post 911 – Post 911 GI Bill
  • Chapter 35 – VA DEP EDU ASST – Dependents Education Assistance Program
  • Chapter 1607 – VA EDUCTN REAP – Reserve Education Assistance
  • Veterans Health Administration
  • Veterans Health Administration
  • Compensated Work Therapy
  • Veterans Medical Research

The Direct Express В® card gives you the advantages of direct deposit even if you don’t have a bank account.

  • It’s Safe: No need to carry large amounts of cash and no risk of lost or stolen checks.
  • It’s Easy: Your money is automatically deposited to your card account on payment day each month. You won’t have to wait for the mail to arrive.
  • It’s Convenient: You can make purchases anywhere Debit MasterCard В® is accepted and get cash back at retail locations, banks and credit unions, and ATMs throughout the world.

2. Enrollment

3. Fees

Most services are free. There is no cost to sign up for the card and there are no monthly fees. While there are fees for a limited number of optional transactions, it is possible to use the card for free.

The complete fee table is listed below:

Standard Free Services
Service Fee
Purchases at U.S. merchant locations Free
Cash-back with purchase Free
Automatic deposit notification* Free
Automatic low balance notification* Free
Web account access Free
ATM balance inquiry Free
ATM denial Free
Customer Service calls Free
Cash from bank tellers Free
Card replacement – One per year Free
Mobile Application – manage your Direct Express account;
convenient, secure (for Android and Apple devices)
Free
ATM cash withdrawal in the U.S. including the District of
Columbia, Guam, Puerto Rico, and U.S. Virgin Islands
(surcharge by ATM owner may apply)
One(1) free withdrawl with each deposit to your Card Account**

*The cardholder can request this service any time after receiving the debit card.

** For each federal government deposit to your card account, Direct Express В® will waive the fee for one ATM cash withdrawal in the U.S. The fee waiver earned for that deposit expires on the last day of the following month in which the deposit was credited to the card account.

The ONLY Fees You Can Be Charged
Optional Service Service Fee
ATM cash withdrawal in U.S. including the District Columbia, Guam, Puerto Rico, and U.S. Virgin Islands (after free transactions are used and surcharge bu ATM owner may apply) $0.85 each withdrawal (after free transactions are used) $0.85 each withdrawal (after free transactions are used)
Direct Express Cash Access 85 cents per transaction ***
Monthly paper statement mailed to you $0.75 each month
Direct Express Cardless Benefit Access $8.50 to $12.00 per transaction****
Funds transfer to a personal U.S. bank account $1.50 each time
Card replacement $4.00 after one (1) free each year
Expedited delivery of replacement card $13.50 each time
ATM cash withdrawal outside of the U.S. – Surcharge by ATM owner may apply $3.00 plus 3% of amount withdrawn
Purchase at merchant locations outside of the U.S. 3% of purchase amount

***Available at the Walmart Money Services or Walmart Customer Service Desk for stores located in the U.S. No additional Walmart fees apply. Additional authorized retailers may be offered in the future.

****Direct Express В® Cardless Benefit Accessв„ (formerly known as Direct Express В® Emergency Cash) is a new feature available in the U.S., U.S. Virgin Islands and Puerto Rico. The fee for this optional service ranges from $8.50 to $12.00 based upon transaction amount requested.

  • We encourage you to look closely at the fee summary above so you can be sure to use your card wisely and avoid fees whenever possible.
    • Use a Direct Express В® card surcharge-free network ATM to make your one free withdrawal. For subsequent withdrawals, use a Direct Express В® card surcharge-free network ATM to reduce the amount of fees that you pay.
    • Use your Direct Express В® card at stores and retail locations to pay for purchases instead of getting cash at an ATM.
    • Make a purchase using your PIN, at many places, especially grocery stores you can also get cash back for free.
    • Go to any bank or credit union that displays the MasterCard В® acceptance mark and get cash from a teller free of charge.
    • Use your Direct Express В® card to buy money orders at the U.S. Post Office and other locations that accept Debit MasterCard В® .

Example: Mary receives Social Security benefits in the amount of $845 month. From those funds, she needs to pay the following:

Rent $500.00
Food $200.00
Medicine $25.00
Gas $30.00
Utilities $45.00
Cash $45.00
TOTAL $845.00

To keep her Direct Express В® card costs low, Mary could use her Direct Express В® card as follows:

  • Rent and Utilities
    • Buy money orders at any U.S. Post Office. Mary would only pay a fee to the Post Office for the money orders.
    • Use her Direct Express В® card without paying any fee if her landlord and utility company accepts Debit MasterCard В® .
  • Food, Medicine, and Gas
    • Make purchases using the Direct Express В® card, without paying a fee, at retail locations that accept Debit MasterCard В®
  • Cash
    • Get cash-back at the grocery store, without paying a fee, when she uses her Direct Express В® card with her PIN to pay for her groceries.
    • Withdraw money from a Direct Express В® card surcharge-free network ATM. Go to any bank or credit union that displays the MasterCard В® acceptance mark and get cash from a teller free of charge.

The Direct Express В® card surcharge-free ATM network offers surcharge free ATM access at approximately 75,000 ATMs throughout the country including Comerica Bank, Charter One, Privileged Status, Alliance One, PNC Bank, MasterCard В® ATM Alliance, and MoneyPass. To find an ATM near you, please visit the Direct Express В® card website at www.USDirectExpress.com or by calling the Direct Express В® card Customer Service Department number listed on the back of your card. Or simply look for ATMs with any of the following logos:

Mastercard В® ATM Alliance Location Search Instructions.

  • Input city, State, and Zipcode in field box
  • Click “View More Options”
  • Select “Features – Optional”
  • Click “Surcharge Free Alliance”
  • Select “All Surcharge Free”
  • Click on “Find” button to begin search

ATMs with these logos will not charge a surcharge fee. Although you may use your Direct Express В® card at any ATM that accepts Debit MasterCard В® , only ATMs with these logos will not charge a surcharge. For other ways to avoid ATM fees, we suggest that you review the tips in Section 3.2 on how to use your Direct Express В® card at retail locations to make purchases and get cash back for free.

  • Get cash back for free when you make purchases at many retail locations or
  • Go into any bank or credit union that displays the MasterCard В® acceptance mark and get cash from a teller free of charge.

4. ATM Questions

Mastercard В® ATM Alliance Location Search Instructions.

  • Input city, State, and Zipcode in field box
  • Click “View More Options”
  • Select “Features – Optional”
  • Click “Surcharge Free Alliance”
  • Select “All Surcharge Free”
  • Click on “Find” button to begin search

5. Customer Service

6. Using your Direct Express В® card

  • Direct Express В® cardholders may avoid such instances by not using the card to reserve hotel rooms or rental cars unless the card account has a balance sufficient to cover the hold. Although certain gas stations may put a hold on pay-at-the-pump debit card payments, where valid ID and a signature are not required for payment. Direct Express В® cardholders may avoid such practices by simply paying the cashier in person.
  • When you check into a hotel or rent a car – or if a restaurant or other business asks for your debit card in advance of service – ask if the company is “blocking”. Also ask how much will be blocked, how the amount is determined, and how long the block remains in place. Consider paying hotel, motel, rental car, or other “blocked” bills with the same debit card you used at the beginning of the transaction. Ask the clerk when the prior block will be removed. If you pay with a different card, by cash, or by check, remind the clerk you are using a different form of payment and ask them to remove the prior block promptly.

7. Privacy/Protection

8. International use of the Direct Express В® Card

Yes. You can use your Direct Express В® card outside the United States, wherever Debit MasterCard В® is accepted. See question 3.1 for information about fees that apply when you withdraw cash or use your card to make purchases outside the United States. The United States includes:

  • All 50 states
  • District of Columbia
  • Guam
  • Puerto Rico
  • US Virgin Islands

Surcharge fees may apply when using your card at an ATM outside the United States or in a location that does not offer a large Direct Express В® ATM network at this time (for example, Puerto Rico).

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