Frequently Asked Questions

Select a question to find the answer below

Are fees charged for paying with my debit card through a POS device from another bank?

No, there will be no fee charged for this.

After “swiping” and entering the PIN, the device indicated that the transaction was declined but the amount has been deducted from my account.

Report the complaint to the customer service department of your bank. Take the receipt of the respective ATM withdrawal with you.
After verification, the bank will contact you, if there is indeed an error, the money will be automatically returned to your account.

The bank rejected my complaint. What should I do now, as I did make the payment through another POS device or with cash?

Your bank will give you further advice on this. They first contact the merchant /retailer, to allow a smooth settlement of this case. Keep all your receipts at hand.

Are fees charged for transactions at an ATM from another bank?

Yes, a fee will be charged when withdrawing money at an ATM of another bank than your own bank. The fee amounts SRD 2,50 per transaction.

Are fees charged for checking my balance through the ATM of another bank?

No, for checking your balance at an ATM of another bank, no fee will be charged.

My debit card is retained by the ATM of another bank, what steps should I take to retrieve my debit card?

Please contact your own bank. They will then provide you with further instructions.

I did not receive money from the ATM, but the amount is deducted from my account.

Report the complaint to the customer service department of your bank. Take the receipt of the respective ATM withdrawal with you.
After verification, the bank will contact you and if there is indeed an error, the money will be automatically returned to your account.

I received money from the ATM but the amount is not deducted from my account?

Your account will be debited for the amount entered at the ATM. You do not need to take any action.

What is the maximum amount I can withdraw from the ATM of another bank?

The maximum amount per account is set at SRD 1000,- per day. This also counts for ATM’s of your own bank.

Please contact our customer service, if your question is not listed.