FAQs

You can contact us by phone, e-mail or visit us in person at your local agency.

IN THE UK
Mon-Fri: 9:00 AM – 05:00 PM
Saturday: 10:00 AM – 03:00 PM

Tel: +44 7452 184 485
E-mail: support@excelremit.com

IN SOUTH SUDAN
Mon-Fri: 08:30 AM – 06:00 PM
Saturday: 09:00 AM – 4:00 PM
Tel: +211(0) 924 224 446 / +211 (0) 911 494 444
E-mail: info@excelremit.com / info@nexustelecom.tech

To open an user account with us and to use our services you must be 18 years or above.
To change your personal details, you can simply contact us or if you prefer please e-mail us at info@excelremit.com / support@excelremit.com

Simply contact us and if the agent is unable to resolve your complaint it will be escalated to the relevant manager for investigation.

We will start investigating your complaint as soon as possible and aim to resolve the matter as quickly as we possibly can, keeping you regularly informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We will also take measures to improve any systems or processes where necessary.

If you are dissatisfied with our response, you may raise your concerns to the Financial Ombudsman Service (“FOS”). The FOS can be reached at: Exchange Tower, London, E14 9SR. Further information and eligibility requirements can be found on www.financialombudsman.org.uk

To change your password, please log into your account with your current security details and select the tab “General” and click on Change password. You will then be asked to confirm your current password, you can then change your password.
All you need to do is to click on the ‘reset your password’ option which appears just below the ‘login’ button. An e-mail will be sent to your registered e-mail address with a reset password link. Please click on this link and follow the instructions.
If the instructions were already processed you cannot amend or cancel it. However, if it was not yet processed you can contact us by telephone or email to amend or cancel.
No. You will have to start the process again. We do save your past orders in the system so if it is a repeated transfer it should be a faster process. Credit/debit cards are not stored in the system for security purposes.
Yes.
If you are sending money from the UK or any other countries, you can pay using your debit/credit card. If you are sending money from South Sudan you can pay cash at one of our agents (link to contact us page). You may add more details here once you know how people can pay Excel Remit.
Yes. When you register please make sure you put your name as it appears on your card or bank account.
No. We do not hold funds in customers account. You can make/deposit payments in Sterling to us using a debit card prior to each time you have to make a transfer.
We do not run credit checks but as a financial institution, we need to know who’s making transfers with us, therefore we check your identity and registered address. This process happens as you setup your account and will not affect your credit history.
Passport (Photo page only), National ID Card or Valid Driver’s Licence
We must receive a high-quality photo or scan of the document showing:
  • Your photo
  • Your full name
  • Your date of birth
  • Your signature
  • An expiry date – it must not be expired.
  • Document number
  • The full machine readable zone (The two lines of letters and numbers at the bottom of the document)
The full name and date of birth should match the name provided when you registered on EXCEL REMIT. If your photo or scan are of poor quality, we will request a better copy. Please note that nothing on the document should be covered or censored.

We must receive a high-quality photo or scan of a valid address document that can be a utility bill, council tax bill, tenancy agreement or a letter confirming the opening of a bank account not older than 3 months showing:

  • Your name – it should match the name provided when you registered on EXCEL REMIT.
  • Your full personal address
  • A date of issue
  • A logo, or clear name of the sender (e.g. your bank, your local authority, your utilities provider, etc)
  • The nature of the document (e.g. type of bill, subject of the letter)

We do not accept a PO Box address.

The address proof must be issued to your personal address and not to a business.

Usually between 1-2 business days for international transfer.

In some cases, you will be requested to give a reason for the payment. In these cases, a drop down, menu will appear giving you a number of options to select from. This is just to give us an idea of what the money transfer is intended for. Examples include:

  • To purchase an overseas property
  • Mortgage payments
  • To pay university/student tuition fees or studying expenses
To avoid fees from your bank, please use a debit card. We do not charge any fee to use a debit card or make an online bank transfer to us.