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  Bank of China >> BOC UK >> Personal Banking >> Bank Cards

Great Wall International Debit Card Frequent Asked Questions


 

Debit Card Application and activation

Q1: How long do I have to wait for my new debit card?

A: Normally it will take up to 4 weeks for you to receive your debit card upon opening account. If after 4 weeks you still have not heard from us, please contact our Customer Services on +442072828763 during office hours (Monday to Friday 09:00 to 17:00 except Bank Holidays).

Q2: I have received my Great Wall International Debit Card. Why am I not able to use it straight away?

A: You will not be able to use your new card before it is activated. Once activated, you can use your debit card for internet or telephone purchases and payments (please note that this does not require PIN number). We will post the PIN slip to your registered correspondence address after activation, and you can use your card and PIN number for POS purchasing or ATM withdrawal. Note: To activate your card, you can either call our Customer Services on +44 2072828763 during office hours (Monday to Friday 09:00 to 17:00 except Bank Holidays), or visit one of our UK branches, or sign and return the card activation slip Bank of China (UK) Limited included with your card to the following address: Freepost RSRL-EZBR, Bank of China (UK) Limited Card Centre, 1 Lothbury, London EC2R 7DB.

 

Bank of China Great Wall International Debit Card Usage

Q3: I have received a letter with a PIN slip enclosed, what should I do?

A: You can use the PIN straight away. However if you prefer a different PIN number, you should visit any Bank of China (UK) Limited branches or ATM machines in the UK with Visa logo and select the option “change PIN” from the menu. Note: the ATM will ask for the current PIN before it can be changed, which initially is the 4 digit number on the enclosed PIN slip. UK ATM only accepts 4 digits PIN, please do not alter the length of your PIN, as it might affect or disable your debit card functionality.

The new PIN should not be a sequence of digits that can be easily guessed, such as your date of birth or a set sequence of digits e.g. 1234 or 4321.

Q4: My card is ‘locked’ because I have entered the wrong PIN for three times. How can I unlock it and be able to use it again?

A: If your PIN is entered incorrectly three times in a row, the card will be ‘locked’ and you will be unable to make any further POS transactions until the card is ‘unlocked’. In order to unlock your Great Wall International debit card, you can place your locked card into any UK ATM with Visa logo and select “Unlock PIN” from the menu. Alternatively, you can visit your account holding branch to unlock the PIN. Once you have successfully unlocked your card, you will then be free to continue using your debit card. If the issue continues, please contact the bank.

Q5: I have forgotten my PIN. What should I do?

A: The quickest way to resolve this matter is to visit your account holding branch to reset your PIN. When visiting the local branch a valid proof of ID must be provided in order to verify your identity. Alternatively, please contact our Customer Services on +44 2072828763 during office hours and we will send a new PIN to you as soon as possible. Please note, we can only dispatch new PIN to your registered correspondence address. You will need to activate your new PIN by resetting your PIN at any UK ATM with Visa logo before use.

Q6: I am making a payment over the telephone/internet and have been asked for the “CVV number”. What is this and where can I find it?

A: ‘CVV’ stands for “Card Verification Value” and is used when making a transaction either over the telephone or on the internet as an extra level of security. On the back of the debit card, the ‘CVV’ number is the last 3 digits on the right hand side of the signature panel. Please be aware it is not necessary to provide your 4 digits PIN to complete transaction over the telephone or on the internet. Please do not disclose your debit card PIN to anyone (this includes merchants, bank staff and even police, etc).

Q7: Why can I not use my debit card to make a ‘Chip & PIN’ payment/why can I not use my card on the telephone/internet?

A: There may be many situations where you can not complete a transaction with your debit card, including:

  • Your card has not been activated. See Q2 above.
  • Insufficient funds available in your account to ensure a successful transaction.
  • The amount exceeded the total daily allowance.
  • Your account has been ‘frozen’.
  • The PIN was entered incorrectly (the sales terminal should indicate whether the PIN was entered incorrectly).
  • An incorrect/incomplete address has been quoted when completing a mail order or an internet transaction. Sometimes online merchant retain your correspondence address record to complete an online transaction. If you have changed address since your last transaction, please notify the merchants to amend their records, otherwise it might prevent you from completing the transaction successfully.
  • Incorrect card details have been quoted, such as the 16 digit card number, the expiry date or the CVV code.
  • Merchant system or card reader error.
  • Merchant or bank system is busy or there are network problem.

Q8: Why does my new debit card not work at train stations?

A: If you experience a problem with a self service ticket machine, take the card to the ticket office to complete the transaction. Please be aware that there may be nothing wrong with your card.

Q9: I can withdraw cash at ATMs but can not complete transactions at retail outlets. Why?

A: This means that your PIN has been locked due to excessive incorrect PIN entries. You will still be able to withdraw funds from an ATM. But until your card is ‘unlocked’, you will not be able to make any payment using Chip & PIN verification at retail stores. See above Q4 on how to ‘unlock’ your card.

Q10: Will I be charged if I read “Your bank may charge you for this transaction, would you like to proceed?” at an ATM in the UK?

A: Our bank will not charge customers for cash withdrawals at ATMs in the UK. However there are a number of ATM providers who will charge customers for cash withdrawal services. Before the ATM charges you, it will display the amount of the charge and you will be given the choice to proceed or to decline.

Q11: What is my daily cash withdrawal limit?

A: In general, it is £200 per day. However, the daily cash limit is £500 on Bank of China ATM network in China. The amount is shared among joint account cardholders.

Q12: What is my daily transaction limit?

A: The daily limit you can spend with your debit card is a maximum of £5,000, provided there is enough available balance on your account. If you require making a single/number of high value transaction(s) within one day, please contact our Customer Services on +44 2072828763 during office hours, minimum 24 hours notice required.

Q13: Can I use my debit card overseas?

A: Yes, your Great Wall International Debit Card is accepted worldwide wherever a Visa logo is displayed. However, all overseas transactions (including cash withdrawals) will be subject to charges, please refer to Bank of China (UK) Limited - Tariff of Banking Charges for details.

Please note: Although our card is accepted worldwide, we do recommend customers to bring along more than one form of payment method when they travel aboard.

Q14: Can you debit my foreign currency account when I use my debit card overseas?

A: No. Your debit card can only linked with your pound sterling current account. When you use your debit card overseas, transactions will be converted to pound sterling plus charges settled against your linked account. We apply the exchange rates prevailing on the day we process your Visa Debit transactions in the UK – not the rate prevailing on the day you used the card.

Q15: Why can’t I use my card at an overseas ATM?

A: There may be many reasons for an overseas ATM to refuse your transaction, including:

  • The ATM does not accept Visa Debit Cards.
  • There are insufficient funds in your account to carry out the requested transaction.
  • The withdrawal amount exceeds the daily limit. Please bear in mind that there is a daily cash withdrawal limit of £200. The combined maximum daily withdrawal limit of Bank of China over-the-counter and ATMs in China is £500 equivalent.
  • Incorrect PIN or PIN locked.
  • The account has been ‘frozen’.
  • Incorrect selection of account type; if you have been given the choice of account type for the debit card, please select ‘Default’ if it is not available please select ‘Cheque.’

Q16: Why can I sometimes not use my Great Wall International Debit Card overseas?

A: As explained in Q7 and Q15 above, there may be many reasons. But we highly recommend all customers not to opt for the pound sterling conversion at merchant outlets to prevent unnecessary difficulties with the payment.

Q17: Will the money be debited from my account immediately?

A: The money will be debited from your account within 2-10 days after authorisation.

Q18: Does my debit card allow overdraft?

A: No. Please ensure there is enough available balance in your GBP current account before you use your debit card.

Q19: Why the available balance is less than the account actual balance?

A: When you use your debit card, the amount you used will be removed from available balance immediately hence you will notice there is a difference between available balance and account balance. Please be aware that the frozen amount is the total amount of your recent debit card transactions.

Q20: What should I do if my debit card about to expiry?

A: Nothing, normally you will receive your new debit card one month prior to your current debit card expiry date. If you do not receive your new debit card one week before the expiry date, please contact your account-holding branch or Card Centre as soon as possible.

Q21: Will my debit card be cancelled if I did not use it for a long time?

A: No, however it is possible that your debit card will not be renewed due to prolonged inactivity. Please be aware that if your account lay dormant continuously for over 12 months, it will be automatically frozen and it will affect your ability to use your debit card. You will need to contact your account-holding branch to release the account.

Q22: What should I do if my card is lost/stolen?

A: Lost/stolen cards should be reported to us immediately. In order to report a lost/stolen card, please contact Customer Services on +44 2072828763 immediately. Lost/stolen services will be diverted to our Call Centre based in China outside office hours. Please follow the IVR menu and tell the operator your debit card was issued by Bank of China (UK) Limited.

Please note: Our lines are being managed 24/7, however you may experience delays due to high call volume, please be patient and your calls will be answered. If your card is stolen, we highly recommend you to report to the police in the first instance and keep the reference.

 

Security

Q23: What should I do if I find transactions on my bank statement that I do not recognise?

A: It is imperative that you review your statements as soon as you have received them and monitor transactions on a regular basis. In the event that unrecognised/unauthorised transactions have been identified, please contact our Customer Services on +44 2072828763 during office hours as soon as you can. If the unauthorised transaction is from a retailer which you have had previous dealings with, we kindly ask you to contact the retailer prior to contacting the bank. If you think your card information is compromised, please contact us to cancel the card as soon as possible.

Please note: Do not disclose or provide your debit card or debit card information and/or your PIN to anyone else, as it may compromise the security of your card and lead to fraudulent activities or disputed transactions.

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