Frequently Asked Questions

The following are the questions we are often get asked. If you cannot find your answer, please feel free to contact us.

Contact Us
Create Account

Features and Advantages


Why do I need to choose KVB when I have the option of choosing a bank to provide exchange service?

KVB trades directly with many international trading banks as well as financial institutions with annual turnover greater than billions of USD. Therefore, we can provide you with wholesale rate and extend that advantage to our retail customers. It will save on your foreign exchange cost and we do not charge any additional transaction fee.

There seem a lot of finance companies like yours, what’s your advantage?

First of all, we have financial specialists speaking in Mandarin, Cantonese, English and Japanese. We understand the financial needs of different customers coming from all rounds of locations. Secondly, we are accredited with highest standards of security and safety to your funds. Thirdly, we are a Big Four audited company and have a strong listed group company support. Fourthly, we have a long business relationship with local banking facilities to provide the most comprehensive and efficient transfer services. Finally, we value our brand which has been developed and renowned in the industry, we wish you can experience the same level of satisfaction as all of our customers.

What’s the difference between KVB and Western Union?

Western Union is a postal service. There is no need to provide a bank account. Often Western Union only does certain currency pairs and fees are normally high associated with large transaction. On the other hand, we use bank system to conduct the exchange, providing wholesale rates that are much better than other retailers.

About Services


Is it safe to transfer/exchange fund with KVB?

Yes. It is safe. Our safety standards are coming not only from our licenses and accreditation, but also coming from our secured business process that involves daily reconciliation of funds, long term business relationship with local banks, and annual audit by one of the Big Four auditing firms. Our highest standard of operation is the foundation of our promise to your safety of funds and business.

Do I need to provide personal identification when I make a deal with KVB?

We follow country specific AML and CDD regulation in each country of operation so we will require you to present your photo identification such as passport or ID card when transacting over the counter. We also encourage you to open up a long term account with KVB so that we can ensure trading process is easier and smooth after the initial account opening process.

I have just called XXX, and their rates are higher (lower) than yours, why is that?

The rate KVB uses is based on international market rate. If you tell us how much you wanted to transact, then we can see if we can apply for some discount for you. But, just to let you know, rate isn’t the very thing, as for a large transaction, the most important thing to consider is the safety of the fund, is that right?

Can I cancel my foreign exchange contract?

Once you placed a trade with KVB, then trade is considered final and we do not allow client to fully cancel the transaction. However, if due to numerous reasons you wish to partly settle the transaction, then what you can do is to settle using a new and reversed transaction to partly offset the original transaction. If you wish to know more about your eligibility in this solution, please feel free to consult with our customer service representatives or refer to our Foreign Exchange Master Agreement.

If Beneficiary does not receive the payment, what should I do?

If your beneficiary does not receive remittance from KVB on time, please call or visit your nearest KVB branches in Auckland, Sydney, Melbourne, or Toronto. Please also provide us with as much detail of the transaction as you can and we shall assist you the soonest possible.

Can I lock down exchange rate via phone?

Yes, if you place 10% or more of your transacted amount as security deposit, then you can prior to lock down exchange rate over the phone.

Will there be telegraphic charges for all electronic remittance?

If it is international transfer, we charge 25 and 20 dollar local currency for retail and commercial customers respectively.

I wish to remit some funds out tomorrow, however, the principle of the funds is not yet received and I am worried there will be rate fluctuation tomorrow. Is there anything that I can do?

We recommend you to create an open contract to lock down rate, but you need to provide 10% or more security deposit to lock down this rate.

Is there any requirement for opening up an order?

Normally our customer will place 10% security deposit to lock down an order, we do not place order without any security deposit. Before an order is filled the security deposit will remain on client’s account. Once order filled, it will become an open contract and customer is obligated to complete transaction within spot days.

Can I receive or deposit money from European Countries with KVB virtual account?

Absolutely! KVB virtual account allows you to receive money from European Countries. There are a few exceptions as we can’t accept transfers from some high-risk countries. High-risk countries include but not limit to the jurisdictions that do not comply with Financial Action Task Force (FATF) requirements and countries sanctioned per the Office of Foreign Asset Control (OFAC), United Nations Security Council Sanctions and Australian Autonomous Sanctions. If you have any doubts, please contact one of our helpful customer services assistants or account managers.