Frequently Asked Questions - Cards and ATMs
How much commission is charged if I withdraw from ATM machine?
The commission levied on the account is USD3 per transaction.
When am out of the country can I use my ATM card to access funds from my account?
Yes you can access funds so long as you withdraw from an ATM machine that has a Visa logo.
For how long are funds blocked in the account?
Funds are held as blocked funds for 45 days of which they are then unblocked awaiting the merchant claim. If no claim is received within this period, the funds are then released back as a credit into your account.
Can I use my ATM card to pay for services online?
Yes, the Visa Gold Card only can be used to make payment for services online.
Can I change my pin number at the ATM Machine?
Yes it is possible to change your pin at the ATM machine once you select this option.
What should I do if my ATM card expires?
You are required to go to any of our branches and fill in an application for the new card.
What is the procedure to be followed in case of loss of my debit card?
It is important that you report the card loss by calling our call center number (04) 758078 so that the card can be stopped immediately. For after-hours, you can call on +263 0774 163 179 or +263 0774 163 180. You will then visit any of our branches to apply for a new card. Your card will be ready after 6 working days upon receipt of your application.
Once the card has been stopped, can I reactivate it?
Once the card has been stopped, it cannot be reactivated. You have to apply for a new card.
How long does it take for me to receive my card and pin?
It takes 7 working days for the card to be ready at the branch upon receipt of your application. When you present yourself to collect your card, our service staff will issue you with the card accompanied with simple instructions on how to generate your PIN at our ATMs.
I have forgotten the PIN of my debit card. Where can I get another?
Only you know your PIN; we do not have a copy of your PIN. You will have to apply for a new card at your nearest branch.