mysustento.com

For any questions or assistance requirements, please email to support@mysustento.com

What are your transaction rates?
We have, we believe, the most flexible and affordable transaction rate structure in the market today. We currently offer the following transaction rates:

Payment through our Payment Partners
I.	Peso Payment to the Beneficiary
-	For direct deposit to the beneficiary’s bank account: US $ 3.00
-	Physical delivery to the beneficiary’s address-

-	In manager’s check:
	Within Metro Manila	US $ 4.00
	Provincial	US $ 6.00
-	In cash:
	Within Metro Manila	US $ 6.00
	Provincial	US $ 8.00

II. Dollar Payment to Beneficiary
We can remit dollar currency up to US$ 1,010.00 per remittance subject to limits set by energyflow. This is presently restricted to direct deposit to the beneficiary's dollar account. The transaction fee is 5.00% of the remittance.

Note that all the above rates are exclusive of the fees charged by energyflow for fund transfer.

Payment through our Acceptance Partners
Our Acceptance Partners will be glad to advise you of their prevailing rates for peso and/or dollar payments to beneficiaries. These vary from country to country.

Some Acceptance Partners prefer that their locations be not advertised yet as they are just starting in the business and may not be prepared for the influx of customers. Send an inquiry to mysustento@yahoo.com in order to find out if there is an Acceptance Partner in your neighborhood.

How do I remit through mysustento.com?

A)	If you are remitting through the internet, you only need your credit card or bank account. You do not have to leave home!! Following are the simple steps in remitting:
	1.	Login at mysustento.com. You have to register, if you are not previously registered.
	2.	Provide the delivery instruction and details about the beneficiary, together with the amount of remittance. The site ensures ease of submission of necessary information.
	3.	Click on the pay button and after indicating the amount you will be transferred to energyflow payment website where you will be given the step-by-step instructions on how to pay for the remittance.
	4.	You're done! We will deliver according to your instructions as soon as we receive confirmation from emoneymail that you made the fund transfer. We will not wait for the actual credit of the money into our account. The confirmation will trigger our Philippine delivery partners to effect the delivery.
	5.	You may revisit the site and give your transaction number to check the status of your remittance.
B)	If you are paying through any of our Acceptance Partners, following are the simple steps in remitting:
	1.	Provide the required information about yourself and the beneficiary to the counter person, together with the remittance funds and the delivery instructions.
	2.	Obtain from the counter person your transaction number. You need this reference number when you check the status of your remittance.
	3.	You're done! You can later come back to the same counter and advise your transaction number to verify the status of your remittance.

What is energyflow?
EnergyFlow is the mail expert that send checks and money orders through the postal mail. They also send greeting cards, compact discs, picture files, microsoft word DOC files, and of course, letters. All its services are available to all people of all countries of the world. You can send, through energyflow, postal mail and check payments from anywhere to anywhere.

What is the maximum amount of money that I can remit?
Energyflow provide their own limits in the amount to be remitted. Visit their sites for their own policies. Mysustento.com adopts their restrictions as its own. In addition, mysustento.com may, on a case-to-case basis and for security reasons, reject or lower the amount of fund that it will accept from its payment partners.

When do I advise my beneficiary to expect the remittance after I have paid for the delivery?
Our Philippine office checks the website every morning of a business day, Philippine time. All delivery instructions confirmed by our acceptance and payment partner/s to have been paid as of 6:00 am are summarized during this period. Direct deposits are coordinated with the banks concerned starting at 9:00 am while physical deliveries are given to our delivery partners. This is Day One for purposes of reckoning the efficiency of the delivery system. Check our Area of Coverage to determine the delivery period and using Day One as starting point, you can then advise your beneficiary when to expect your remittance.

Can you deliver during non-business days?
If you really need to have the funds delivered to the recipient urgently, we suggest that you send an email to support@mysustento.com to request delivery even on a non-business day. The email must be received by our Philippine office not later than 6:00 am, Philippine time, of the last business day prior to the holiday so that the delivery may be properly scheduled. Note that we will have to deduct PhilPeso 200.00 from the remittance proceeds to compensate for the cost of the special delivery. It is understood that you agree to this arrangement by sending the abovementioned request. We will send you an email response should, for some reasons, we will be unable to deliver on a non-business day.

Obviously, this is not applicable to direct deposits as we need the banks for the fund transfers.

Can I cancel my transaction anytime?
Cancellation requests may be entertained for as long as the money is not yet delivered to the intended recipient. The transaction fee may, however, no longer be refunded. Consider also the cancellation policies of energyflow.

Can I specify that the beneficiary receive the money in the same currency that I paid for?
At present remittances to beneficiaries are restricted to either Philippine pesos or US dollars. Wait for further announcements when we can start remitting currencies other than these two.

Can I send some personal messages with the remittance that will be directly deposited in the beneficiary's account?
This cannot be done at present as there is no facility to send messages to the recipients of direct deposits.

Why are some deliveries restricted to checks?
Some areas in the country have become very risky for cash delivery. Regularly visit this site to find out if the situation improves that will allow cash delivery to your particular destination.

Can I send money to addresses beyond your areas of coverage?
It is important that deliveries be made to locations within our areas of coverage. We cannot deliver beyond these areas for reasons of logistics and security. Watch out for updates though, as we find ways to deliver your remittances.

What is the transaction number?
The transaction number is a computer-generated reference number that is uniquely assigned for every fund remittance. This is the same number required in verifying the status of the remittance.

I am an internet user. Can I still send through the counters?
Definitely! The choice is yours. However, you can only verify the status of your remittance through the counter which accepted your money. You also can send through the internet even if you have previously sent or are regularly sending through the counters. The same limitation applies: you can verify transactions you yourself initiated through the internet and the help of the same counter to verify fund transfers made through them.

I sent through the counters. Can I verify the status of my remittance through the internet?
The system will not allow you to do this. This is to maintain the confidentiality of each transaction.

Which is the better method of remitting money, through the internet or through the acceptance partners?
The two methods are offered for your individual preference. While transacting through the internet provides convenience in the sense that you need not leave the comfort of your homes, we also realize that some Filipinos prefer to transact business in the more traditional way. Either method will be delivered in accordance with your preferred delivery method.

How soon will my money be received by the beneficiary?
Any deposit instructions received not later than 6:00 in the morning, Philippine time, is complied with in the same banking day. We therefore, strongly recommend that you advise the beneficiary to maintain ATM accounts with one of the major commercial banks in the Philippines.
Delivery instructions received not later than 6:00 in the morning, Philippine time, are relayed to our delivery partners on the same working day. The delivery is then made one or two or three days after, depending on the address of the beneficiary.

What is your guarantee that there are no hidden charges?
Our delivery partners are under strict instructions to delivery ONLY and not to ask for additional payment from the recipient. While we accept that some gratuities may be given by the recipient, this purely voluntary. THIS IS ONE REASON WHY THERE IS A PREFERENTIAL RATE TREATMENT FOR CHECK DELIVERY. If your beneficiary feels that he is being compelled to pay extra, he may report the incident through you by giving the name of the delivery person and the surrounding circumstances. We will verify the correctness of the complaint and if found to be true, penalize the guilty party. At the extreme case, we will replace the delivery partner.

Why is there a need for me to register?
The registration is to facilitate your subsequent visits to the site and remittances. This is also to identify you in case of some customer-related issues. You need not worry. The information provided by you are kept secure and confidential.

How do you know that the money is received by the right party?
Our delivery partners asks for identification documents from the intended beneficiary. Following are the acceptable proofs of identity:

	- Valid passport
	- Valid driver's license
	- Company ID with picture
	- Government-issued ID cards with picture
	- Credit cards with picture
	- School ID with picture

We recommend that you convey this requirement to your loved ones to facilitate the delivery of your remittance.

What happens when you are unable to deliver?
If the inability is caused by natural disasters, such as flood, riots, etc., we will deliver after the emergency has elapsed. In any event, we will ask for your further instructions after two unsuccessful delivery attempts or where we believe that delivery can no longer be made. This is another reason why we need your telephone number or email address.

How is the peso equivalent computed?
From the foreign currency amount that the sender would like delivered, the system computes the peso equivalent using the remittance rate for the day. The final peso amount is rounded off to the nearest five pesos. The system will also convert to the nearest five pesos any peso amount that the sender would indicate.

For energyflow customers paying through another currency, energyflow converts the US dollars you want delivered to or from your payment currency. The conversion rate is governed by energyflow's own rules.

What bank do you use for the issuance of manager's check?
As the bank with extensive nationwide coverage, BPI is used for the issuance of manager's check that will be delivered to the beneficiary. This facilitates the encashment of the check by the beneficiary.