Frequently Asked Questions (Answers)

General Information
• What is Bill Express?
Bill Express is a multiple bill payment service operating in the markets of Jamaica, Trinidad & Tobago, Guyana and St. Lucia. It allows customers to make payments to most utility companies including electricity, telephone and water bills in addition to several other billers including cable companies and internet service providers.

• What is the connection between Bill Express and Grace Kennedy & Co. Ltd?
Bill Express is a product offering of Grace Kennedy Remittance Services Ltd, agents for Western Union Remittance Services Ltd. and owners of FX Trader, cambio and foreign exchange operator. Grace Kennedy Remittance Services Ltd. is a wholly owned subsidiary of Grace Kennedy & Co. Ltd.

• In what other markets does Bill Express have a presence?
Trinidad & Tobago, Guyana, St. Lucia and Jamaica

• How many outlets comprise the Bill Express network?
In Jamaica – 134 locations; In Trinidad & Tobago – 37 locations; In Guyana – 18 locations; In St. Lucia – 4 locations.

• Is there a formal contract in place between Bill Express and the companies it collects for?
Yes, Bill Express ensures that an “Agency Collection Agreement” is duly executed before commencement of collections on behalf of a “Payee”

• How soon after payment is my account at the Billing company credited?
Customer payment information is sent to the Billing Company the evening of the day on which it was received.

• Does it cost me to use Bill Express?
No, the fees for bill payment services are paid by the Billing Company. However there are costs associated with accessing other value added services offered by Bill Express.

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Bill Express Online
• What is billexpressonline.com ?
Billexpressonline.com is an online facility offered by Bill Express to accommodate payment of bills on the internet.

• How does billexpressonline.com bill payment work?
Persons interested in paying bills online first have to register and set up the Billing Companies to be paid. The customer then has to log in to the web site and use a credit card (Visa, MasterCard) to make the payment.

• How soon after I enter my personal and account information may I start to use the service?
Immediately.

• How secure is the billexpressonline.com bill payment facility?
The billexpressonline.com facility is secured using state-of-the-art encryption to protect the integrity of the customer and the credit card used.

• For services requiring user payment what options are available for payment?
Currently payments can be made using only credit cards, i.e. Visa or MasterCard.

• How do I cancel the facility?
Users do not have to cancel the facility since transactions are only done when originating with them.

• How do I change personal information?
One can log into the billexpressonline.com website and change personal information through “My Profile”

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Registration
• If I haven’t signed up can I still access the web site?
No. Access to the web site is limited to persons who have signed up.

• What happens if I forget my password?
Your password will be sent to the e-mail address in your profile.

• How private is the personal information entered through the web site?
Your information is private and confidential and will not be divulged to third parties by grant or sale.

• Can other persons log in to my account and access information or pay bills?
This is possible only if information is disclosed to third parties by the account holder.

• Can other persons change my registration information?
Changes to your information is only possible after log-in and therefore cannot be achieved without the account password.

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Payment
• What happens if my credit card information changes?
This information is easily updated in customer profile.

• What happens if my credit card payment is declined?
No payments will be made to the respective billing company or subscription services will be terminated.

• What happens if I lose my payment confirmation number?
This information is readily available in account history.

• What happens if I make a payment to the wrong account?
Contact would have to be made to the Billing Company to seek remedy for the error.

• What is the exchange rate used in computing the payment amounts?
The exchange rate is the rate that is posted on the web site.

• What do I do if my payment has not been received or credited to my account?
Contact the Bill Express Operations Centre by e-mail or telephone (see “contact us”)

• How can I confirm that a payment has been made?
This can be determined through contact to the Bill Express Operations Centre or through the Billing Company.

• How do I see my past payment history?
Simply log in and select the “View History” option on the web site.

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