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| Is there an annual fee for debit card? |
| No annual fee for debit card |
| What is the debit card service scope? |
| Service scope includes: Transactions include: - Point-of-Sale (POS) transactions - Online transactions - Contactless transactions - ATM transactions |
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Transactions include: - Point-of-Sale (POS) transactions - Online transactions - ATM transactions |
| How can I file a card dispute application? |
| Before initiating a card dispute application, we recommend you to contact the merchant first as he may be able to resolve the issue at his end. Additionally, you may obtain relevant information from the merchant for your card dispute application. If you dont recognize the transaction, contact us immediately. You may also report the case to Police at the earliest.
You may submit the card dispute application via: 1. Mobile banking - – select the transaction from the transaction record page and choose “Transaction Dispute”; or 2. Contact our customer service hotline at (852)3018 9888 and submit the relevant information via your mobile banking; or 3. Visit our branch to complete the transaction dispute application form;
Once we receive your card dispute application, we will send you an email acknowledgement of receipt within 7 days. Our team will proceed to assess the validity of the dispute. The time required for dispute investigation varies and it depends on the complexity of the case. In general, it takes around 30-90 days if all the necessary documents are provided to our Bank promptly upon request. We will notify you the dispute outcome via email. |
| What are the common card dispute reasons? |
| The common card dispute reasons include: 1. Incorrect transaction amount 2. Unauthorized transaction (Reminder: Please report to Police if necessary 3. Suspected fraudulent transaction (Reminder: Please report to Police if necessary) 4. Duplicate transactions 5. Non-delivery of the goods at the agreed timeframe (Customer is advised to first contact the merchant) 6. Recurring direct debit that has been cancelled
Below listed out the non-valid dispute reasons: 1. Quality of service provided by merchant 2. Contract related dispute |
| What is the card dispute application process flow? |
| 1. Cardholder should contact our Bank and submit a card dispute application form within 60 days from the statement day. 2. Our Bank will review the information provided on the card dispute application form and verify if all the required documents are submitted. If necessary, we will reach out to you for additional information / documents. Once we have received all the documents, we will submit the card dispute application and the supporting documents to the card association. 3. The card association will then forward the card dispute application to the merchant acquirer. 4. The merchant acquirer will contact the merchant and inform the merchant of the card dispute application. 5. The merchant is required to either issue a refund or provide supporting documents to validate the transaction to the merchant acquirer. 6. After the card association receives the merchant acquirer’s response, it will notify our Bank. 7. If the dispute is deemed valid, our Bank will proceed with processing the refund. However, if the dispute is found to be invalid, a dispute handling fee as stated in the Fee Schedule will be charged to cardholder. |
| Why is the actual posting amount different from the authorization amount? |
| The transaction amount may be adjusted by the merchant according to the actual tips/ fees paid by the customer./ |
| Why is it that my debit card cannot be used in Taobao app? |
| Taobao app only accepts credit card binding. Customer may use our debit card for Taobao website. |
| Why is it that my PayPass (Mastercard) / QuickPass (UnionPay) function cannot be used? |
| Please check if you have switched off the Contactless Payment function in mobile banking. The PayPass / QuickPass function only accepts online payment mode, while offline payment mode is not supported. |
| Why was my transaction rejected? |
| Please review the following factors: - Has your debit card been activated? - Is your debit card locked in mobile banking? - Do you have sufficient remaining spending / withdrawal limit to complete the transaction? - Do you have sufficient available balance to cover the transaction? - Are the details provided on online platform (such as CVC /CVN2 and expiry date etc.) are correct?
When we detect any suspicious transaction, we will temporarily lock your debit card and decline the transaction. You have the option to unlock the debit card and proceed with such transaction again. |
| How can I apply for a debit card? |
| A debit card will be issued to you automatically when you open an account with us. There is no need for a separate application process. |
| What are the default daily limits for my debit card? |
| Default daily limits: - ATM overseas cash withdrawal limit HKD00 - ATM local cash withdrawal limit is HKD20,000 - ATM transfer HKD50,000 - Point-of-Sale (POS) limit is HKD50,000 - Card not present limit is HKD50,000 (only applicable to Mastercard)
You can change any of your limits (except ATM transfer limit) via mobile banking. For overseas cash withdrawal, you are required to set the start and end dates. |
| How can I activate my debit card? |
| You may activate your debit card via mobile banking / visit our branch. |
| Why is it that I cannot activate my debit card? |
| You must activate your debit card within 3 months from card issue date. Otherwise, we will temporarily lock your debit card to protect your interest. You are required to unlock your card before you can activate it. |
| What is the exact expiry date of the debit card? |
| The debit card will be expired on the last day of the indicated expiry month printed on the card face. |
| How can I set my ATM PIN / change my limits? |
| You may set your ATM PIN and change your limits via mobile banking / visit our branch. |
| What should I pay attention to when I set my ATM PIN? |
| For ATM PIN, please do not use easily accessible personal information such as telephone numbers or date of birth. Please also do not use the PIN for accessing other services. |
| After I get a replacement card, when will my old card become invalid? |
| Your old card will become invalid once the new card is activated or when the old card is expired (whichever is earlier). |
| Can I cancel my debit card? |
| Yes, but on condition that you must cancel the integrated account at the same time. |
| What should I do if I lose my debit card? |
| You should immediately login to our mobile banking to lock your debit card and request for a replacement card. Alternatively, you may contact our customer service hotline at (852) 3018 9888 to request to lock your debit card and request for a replacement card. |
| What should I do if I my debit card / PIN has been lost or stolen.? |
| You must inform the Bank as soon as reasonably practicable when the debit card or PIN has been lost or stolen or when it has been exposed to someone else. |
| Why do some overseas transactions incur 1.95% fee while others do not? |
| Mastercard:
If HKD is selected, 1.95% charge is not applicable, and the exchange rate will be determined by the acquirer bank. If the foreign currency option is selected, 1.95% charge will be applied. The exchange rate will be determined by MasterCard and will be converted to HKD, inclusive of the 1.95% charge.
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| What are the security concerns I need to be mindful of? |
| We regularly provide security advice to cardholders, which can be found on our website. |
| How can I stop the use of my debit card / report loss of my debit card? |
| You may lock your debit card and request for a replacement card via the channels below: 1. Login to mobile banking; or 2. Visit our branch; or 3. Call our customer service hotline at (852) 3018 9888 |
| What is my liability in case of card loss/stolen? |
| If you fail to inform our Bank promptly about the lost or stolen card or if someone else becomes aware of your PIN, you may have to bear the loss due to unauthorized transactions.
However, if you have not acted fraudulently, with gross negligence or have not otherwise failed to inform the Bank as soon as reasonably practicable after having found that your debit card has been lost or stolen, your maximum liability for such loss will not exceed HKD500. This liability limit is confined to loss specifically associated with the debit card.
Please note that you will be liable for all losses if you have acted fraudulently. Additionally, you may be held liable for all losses if you have acted with gross negligence or have failed to inform our Bank as soon as reasonably practicable after having found that your debit card has been lost or stolen. |
| How can I minimize unauthorized access and use of my card information? |
| Promptly update our Bank of any change in your personal or contact details to prevent your card information from being sent to the wrong address and falling into the wrong hands. It is important to keep us informed so that we can update our records accordingly. |
| Why is my card debited for recurring payment even after cancellation / termination of card service? |
| To cancel the recurring transaction, you should contact the merchant directly. The direct debit authorization, which you have signed and provided to the merchant for the recurring payment of the subscribed service from your card account is an arrangement between you and the merchant, and not between you and us as the card issuing bank. Therefore, your request for cancellation of the direct debit authorization should be directed to the merchant.
You should give the merchant a written instruction to cancel the direct debit authorization if you have not done so. In the event that you have done so but the merchant continues to charge your card account for the service, you have an option to initiate a chargeback request to seek reimbursement for those recurring payments. The chargeback amount is limited to the value of the unused subscribed services after the effective date of cancellation.
If you require any assistance, we can also help you to raise the matter with the card acquiring bank, and request their intervention to stop the recurring charge by contacting the merchant. |
| How can I file a complaint regarding transactions made at outlets by using of debit card? |
| You have the option to contact our customer service hotline at (852) 3018 9888 or visit our branch to share your feedback and concerns. To assist with the investigation, we recommend you to keep the transaction slip (if any) from the outlet as evidence. |
| What are the fees related to the debit card? |
| You may refer to“Debit Card Section”。under our Fee Schedule. |
| How to protect your card / PIN? |
| 1. Do not allow anyone else to use your card and authentication factors; 2. Never write down the PIN on the card or on anything usually kept with or near it or record the PIN without disguising it; 3. Notify the Bank as soon as practicable after they identify unusual or suspicious transactions; 4. 4. Please ensure that your contact details registered with the card issuers for the purpose of receiving important notifications from the Bank (for example, SMS and email notifications for online payments) are up-to-date to allow the relevant notifications to be delivered to the cardholders on a timely basis. |
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