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.70 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.
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 pack as a credit into your account.
Can I use my ATM card to pay for services online? - You may use your platinum, infinite or foreign currency visa electron card to make payments online. You may also use your ATM card at any Visa Point of Sale terminal to make payments, where the card is physically swiped.
Can I change my pin 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
Is there any charge for a new card, where the card has expired or for replacement? - We do not charge to renew an expired card, however there is a charge of Kes 500 for replacement of a card which may be due to loss or damage of the 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 020 3293900 so that the card can be stopped immediately. You will then visit any of our branches to apply for a new card. 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? - The Debit card will be mailed to your postal address within 4 days. You will receive a text message from call centre upon dispatch of the card to the post office. This is sent via registered mail and proper identification will be required to collect the card.
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 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.
I want to increase the ATM withdrawal limit on my card. What can I do? - You can go to any of our branches and request for limit amendment form. The new increased limit amendment will take effect after 7 working days of receipt of a signed request.
How do I activate my debit card when I receive it from the post office? - Simply call our call centre on 020 3293900 to activate your card. Change your PIN from the default given at any Standard Chartered Bank (K) Limited ATM machines. The letter attached to the Debit Card contains the card activation instructions.
I have exhausted my weekly ATM limit, when can I access funds through the ATM next? - You can access your funds at the ATM after 1 calendar week, e.g. if you have exhausted your limit on a Wednesday, you will be able to access your funds at the ATM on Monday the next week.
