Consumer Banking
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FAQs
CARDS AND ATMs
How much commission is charged if I withdraw from a Pesa point ATM machine? - The commission levied in the account is kes.50 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 i.e. it allows visa transactions
How much commission is charged if I use an ATM from another bank? - The commission levied in the account if you use an ATM machine other than Pesa point is Kshs. 250. This is a visa charge.
If I do a visa transaction are the funds debited in the account immediately? - No the funds are blocked in the account and become uncleared funds until when the debit is done in you’re a/c one the bank receives the instructions to do so.
For how long are funds blocked in the account? - Funds are held as blocked funds for 30 days of which they are then unblocked.
Funds are held as blocked funds for 30 days of which they are then unblocked. - Yes, you make a cheque deposit as well as cash deposit through the ATM once you have chosen that option
Can I use my ATM card to pay for services online? - Unfortunately at the moment our visa debit card can only be used at a point of sale.
Can I change my pin number at the ATM Machine? - Yes it is possible to change your pin at the ATM machine once you chose this option
If my ATM card expires what should I do? - You are required to go to any of our branches and fill in an application for the new card
Is there any charge for a new card, where the card has expired or for replacement? - The commission levied for renewal of new card is Kshs. 500.
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 hotline numbers so that the card can be stopped immediately. You will then visit any of our branches to apply for a new card. The charge for replacement of a lost card is Kshs. 500. Your card will be ready after 7 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? - For the card it takes 7 working days for the card to be ready at the branch upon receipt of your application and the pin is sent to your postal address.
When I was depositing my money over the ATM I forgot to put the deposit slip in the envelope. What will happen? - The machine prints the account number on the envelope, there won't be any risk.
I have forgotten the password 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.
Why do you send the pin number to the post office while we can pick them from the branch? - This is for security purposes since it’s supposed to be secret to the owner and we cannot keep it at the branch for long where other people might access it.
I want to increase the ATM withdrawal limit on my card. What can I do? - You cannot update the same card but you can apply for another card with a higher limit and wait for only 4 working days.
For more information, call 3293000 or visit a branch near you.
How much commission is charged if I withdraw from a Pesa point ATM machine? - The commission levied in the account is kes.50 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 i.e. it allows visa transactions
How much commission is charged if I use an ATM from another bank? - The commission levied in the account if you use an ATM machine other than Pesa point is Kshs. 250. This is a visa charge.
If I do a visa transaction are the funds debited in the account immediately? - No the funds are blocked in the account and become uncleared funds until when the debit is done in you’re a/c one the bank receives the instructions to do so.
For how long are funds blocked in the account? - Funds are held as blocked funds for 30 days of which they are then unblocked.
Funds are held as blocked funds for 30 days of which they are then unblocked. - Yes, you make a cheque deposit as well as cash deposit through the ATM once you have chosen that option
Can I use my ATM card to pay for services online? - Unfortunately at the moment our visa debit card can only be used at a point of sale.
Can I change my pin number at the ATM Machine? - Yes it is possible to change your pin at the ATM machine once you chose this option
If my ATM card expires what should I do? - You are required to go to any of our branches and fill in an application for the new card
Is there any charge for a new card, where the card has expired or for replacement? - The commission levied for renewal of new card is Kshs. 500.
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 hotline numbers so that the card can be stopped immediately. You will then visit any of our branches to apply for a new card. The charge for replacement of a lost card is Kshs. 500. Your card will be ready after 7 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? - For the card it takes 7 working days for the card to be ready at the branch upon receipt of your application and the pin is sent to your postal address.
When I was depositing my money over the ATM I forgot to put the deposit slip in the envelope. What will happen? - The machine prints the account number on the envelope, there won't be any risk.
I have forgotten the password 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.
Why do you send the pin number to the post office while we can pick them from the branch? - This is for security purposes since it’s supposed to be secret to the owner and we cannot keep it at the branch for long where other people might access it.
I want to increase the ATM withdrawal limit on my card. What can I do? - You cannot update the same card but you can apply for another card with a higher limit and wait for only 4 working days.
For more information, call 3293000 or visit a branch near you.
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