FAQ - ATM/Debit Card

1. Is RBB Visa Debit Card Secure?
   • Yes, RBB has started issuance of chip based EMV cards, which are secured and cannot be cloned as the normal plain plastic cards.

1. When can I get RBB chip based VISA Card ?
   • The customers who want to new cards, renew the cards or need to replace the old cards can apply for the new cards and shall be provided the chip based VISA cards.

1. Can we directly use Debit card after getting from RBB Branch?
   • Yes, you can but while using card at ATM machine if the error comes as "INVALID CARD" then you have to contact your RBB Branch or directly go to RBB Card Center as your card is not activated yet.

1. Does PIN is required for POS transaction?
   • Yes, almost of the POS machines require PIN while purchasing the goods. The operator swap the card and give you a copy of transaction slip and your job is to see the amount and sign the one copy and present to sales operator. To prevent the miss use from unauthorized person always sign at the back of your Debit card where expected your signature.

1. What should I do if I lost VISA debit card?
   • You have to Immediately Call at the RBB Card Center number which is mentioned at your VISA debit card. Bank will not responsible to any financial loss in case of delay reporting. The reporting Time interval is 7:00 AM to 8:00 PM in normal working Day and 9:00 AM to 7:00 PM on holidays.

1. Is it possible for a single VISA Debit Card work with Multiple Accounts?
   • Yes, you can but for this you have to fill additional " Account Link Form" to your Account holing RBB Branch. In such situation you will be given the options for Account selection and Cash will dispense from the Account which you selected . Such option only applicable to RBB ATMs but besides RBB ATMs cash will dispense from your Primary Account only. In Case of Fast Cash also cash will be dispensed from Primary account even if from RBB ATMs.

1. Is it possible to provide multiple VISA Debit card for a single Account?
   • Yes, you can do this too. You can apply for supplementary cards by filling the form with photographs of Both yours and your nominee (supplementary Card holder), along with the signature specimen of the Supplementary card holder, and the authorized signature of yours - the principal account holder.

1. What to do, if there is issue of transaction incomplete while doing payment from POS but accounts is debited, and also for the case, while trying to withdrawal cash from ATM, ATM does not dispense cash but account get debited ?
   • In this cases, please kindly lodge your dispute complain to the concerned branches after waiting 24 hours and with in 7 days. You can also lodge the complain online through the RBB Mobile Banking app.

1. What will happen if there is issue of transaction incomplete while doing payment from POS but accounts is debited, and also for the case, while trying to withdrawal cash from ATM, ATM does not dispense cash but account get debited, but no Dispute complains are lodged ? Does my account get reversed automatically?
   • In such cases, please kindly lodge your dispute complain to the nearest branch. You can also lodge the complain online through the RBB Mobile Banking app. In certain cases, the auto reversal happens and your account is credited. Also in the course of ATM cash reconciliation/settlements, your accounts get reversed. But we request our card holder to lodge disputes on time.

1. How long will it take to get my account reversed ?
   • The time required for the manual reversal of your accounts depends on whether the transaction is within the bank’s ATM/POS terminal or in.other bank’s terminal. In case of transaction within own network, the dispute shall be resolved within next working day, however, for the dispute in the other banks terminals, It shall be resolved within 7 days. In case of claims received for the transaction from the other banks, the dispute shall be resolved as per the timeline of the Payment Network, which could take more 30 days in general.

1. Where do I contact for dispute transaction while using debit card?
   • You can send email to card@rbb.com.np for email support on any issues related with visa debit card dispute.