Cardholder’s guide
Worldwide experience of payments performed via bank cards clearly shows that the use of cards greatly simplifies the process of purchase of goods or services, as well as storage and protection of your savings. VISA and EUROCARD bank cards are accepted in millions of locations worldwide. You can obtain cash at any of the hundreds of thousands of ATMs and that will save you from great number of problems during journeys. Advantages of "electronic money" are great. The most important one is security. In this regard, we have prepared recommendations for the use of bank cards, which will help you to operate with the card in the most convenient and safe way in any situation!
1. General terms
Never disclose the PIN to any third party: relatives, friends, employees of a credit institution, cashiers and those who help you to use the card.
The PIN must be memorized, or if it is difficult, must be kept separately from the bank card in an implicit form and inaccessible place from third parties, including relatives.
If the bank card has first and last names imprinted on it, then only that person has the right to use this card.
When you receive a bank card, sign it on the reverse side in the space reserved for the signature of the cardholder, if provided. This will reduce the risk of use of a card without your consent in case of loss.
Be attentive to the conditions of storage and use of bank cards. Do not expose the card to mechanical, thermal and electromagnetic effects, and avoid getting it wet. Bank card can not be stored next to mobile phone, household and office equipment.
Phone number of the Bank (credit institution that issued the card) is specified on the reverse side of the card. Also, you should always keep the contact phone number of the bank and the card number on other sources of media: in your notebook, mobile phone and / or other media.
In order to prevent fraudulent or unauthorized actions on the withdrawal of the entire amount of cash from your bank account it is advisable to set a daily limit on the amount of card transactions and to subscribe for electronic services of notifications on transactions (for example, notifications via SMS or other ways).
Upon the request to report your personal details or details of the card (including the PIN) by an employee of a credit institution, do not provide this information. Call the credit organization - credit institution which issued the card and inform about this fact.
Avoid responding to emails, in which, on behalf of a credit institution (including the credit institution which issued the card) you are asked to provide personal data. Do not click on the "links" in the e-mails (including the “links” on a website of the credit institution), because they can lead to spoof websites.
For the purposes of information interaction with the bank (credit institution which issued the card) it is recommended to use only the contact details (mobile and fixed telephone numbers, faxes, interactive websites / portals, e-mail, etc.) that are listed in the documents obtained directly from the credit institution – issuer of the card.
Remember that in case of disclosure of the PIN, personal data, loss of a card there is a risk of fraudulent or unauthorized use of the funds on your bank account by third parties.
If there are any suspicions about the disclosure of the PIN, or personal data which can lead to commitment of illegal acts with your bank account, also if the bank card has been lost, you should immediately advise the bank and follow the instructions of an officer of the credit organization. Prior to the moment of notification of the bank you bear all the risks associated with unauthorized funds withdrawal from your bank account. As a rule, according to the terms of a contract, funds withdrawn from your bank account as a result of unauthorized use of your card prior to notifying the bank (credit institution which issued the card), are not reimbursed.
2. How to pay for a purchase (service) in a store (restaurant, etc.)?
First of all, make sure that the merchant service organization accepts cards of your Payment system. Under conditions of model agreements with merchants bank binds the latter to put a sign indicating the possibility of payment with plastic cards, on a window of a commercial entity. Usually it is not a signboard, but a special sticker on a window of a shop, restaurant, etc., that looks exactly the same as the logo on your card. If you have doubts, you can show your card to a seller and specify whether it can be accepted in this shop.
Payments for purchases are managed by special device - POS-terminal. When such an operation is processed, the POS-terminal should print a receipt, similar to those usually given for payments in cash. You must sign this receipt after verification of the amount of purchase. The cashier may ask you to prove your identity, as when processing the transactions manually and in an electronic form. Do not forget to get your copy of a receipt, signed by you and the cashier!
We recommend keeping receipts received from POS-terminal within 30 days to confirm the transaction in case of any misunderstanding.
IMPORTANT!
• To prevent fraudulent operations with your card you should demand that the operations with it were carried out only in your presence. Do not let to take the card away. This is a necessary condition in order to reduce the risk of illegal receipt of your personal data indicated on the card.
• Do not use bank cards in trade organizations and services that are not credible.
• When using a bank card to pay for goods and services a cashier may ask the owner of a card to provide a passport, sign a receipt or enter a PIN. Before you set the PIN, make sure that people, who are in immediate proximity, will not be able to see it. Before you sign the receipt, be sure to check the amount indicated on it. If the receipt does not contain the amount or the amount is not the same as the actual, in no case do not sign the receipt.
• In case there was an "unsuccessful" operation payment with a bank card it is strongly recommended to save a copy of a receipt issued by the terminal for subsequent verification of the absence of this transaction in the statement of account.
• If the operation is suspended on a card, you need to make sure that the seller withdrew the authorization of the operation - otherwise the card account will be blocked on the amount of unfinished operations for up to 30 days.
• Be careful: copies of receipts can be easily stolen from trash bins in a restaurant or a store; data about card numbers of customers who have made purchases stay in a store for some time - that gives a chance for unscrupulous employees to use them for fraudulent purposes.
3. Payment for goods and services over the Internet
Do not use the PIN when ordering goods and services over the Internet, telephone / fax.
Do not share personal information or information about the bank card (account), such as the PIN, passwords, the validity of bank cards, credit limits, transaction history, personal data, in the Internet.
In order to prevent illegal actions on withdrawal of the entire amount of funds from your bank account it is recommended to make purchases over the Internet with a separate bank card (so-called virtual card) that is used only for specified purposes and does not allow its use in merchant service organizations.
It is recommended to use websites of credible trade organizations and services.
Always check the web addresses of organizations and services where you are getting connected to make a purchase, because similar addresses can be used for illegal actions.
It is recommended to make purchases only from your personal computer in order to preserve the confidentiality of your personal data and (or) information of the bank card (account).
If the purchase is made using someone else's computer, you should not save your personal data and other information on it. After the completion of all operations make sure that your personal data and other information were not saved. It can be checked by refreshing of the web-page of the seller in a browser.
Install antivirus software on your computer and regularly update it. Be advised to update other software (the operating system and applications) - it can protect you from malicious software.
4. Cash withdrawal
You can get cash at an ATM, or cash points, serving cards of your payment system.
For services performed in the networks of other banks JSC ICB "EVROPEISKY" charges you with a commission fee of 1%, but minimum 3 $, regardless of the transaction amount. It is recommended if possible to withdraw large amounts at once to avoid loss on fees.
Note: if you withdraw cash at bank offices that serve your payment system, depending on the host country and the bank, you may be charged a service fee from 1 to 5%. Therefore, when you are on vacation or a business trip abroad, do not hurry to withdraw the money immediately - first ask which bank charges a minimum service fee and which ATM can provide this service for free.
In addition, at cash points you can get cash not only in rubles but also in dollars and euros. Upon commitment of this operation, the corresponding amount of funds from your ruble account will be debited and converted at the exchange rate ruling the next day +1% for the conversion.
Cashier of a bank should accept your card, check its security features, get a permission to grant you the required amount, issue a receipt to verify your signature on the receipt and on the card, and give you the money. The signature on the card must match the signature on the receipt.
In the CIS countries entry of the client's passport details in a receipt is a required condition, however in most of these countries presentation of your passport is not a necessary condition to obtain cash. Nevertheless, to avoid trouble it is better to have it with you.
5. Using ATMs
Make sure that it is an ATM before you, and not another device of similar purpose. There have been occasions when, due to language barrier, the cardholders used to receive casino chips in special machines on the amount of ordered cash instead of cash.
Use ATMs installed in secure locations (e.g., government agencies, departments of banks, large commercial organizations, hotels, airports, etc.).
Do not use devices that require a PIN for access to the premises where the ATM is located.
If there are suspicious persons near the ATM, it is better to choose a more appropriate time to use an ATM or use another ATM.
Before using an ATM inspect it for the presence of additional devices that are not related to its structure and located in places of a keypad or a card reader (for example, the presence of unevenly set keypad). In that case, please refrain from using this ATM.
If the keypad or the card reader are equipped with additional devices that do not match to its structure, refrain from using your card in this ATM and report your suspicions to the staff of the credit institution by the telephone number listed at the ATM.
Next, you need to determine whether the ATM can accept cards of your payment system. There should be stickers with the logo of the payment systems on ATMs.
Now you can insert your card into the card reader of an ATM. Do not use physical force to insert a card at an ATM. If a bank card cannot be inserted, please refrain from using this ATM.
• Insert your bank card into the corresponding hole at ATM, with its magnetic strip oriented down and on the right. Use numeric keypad to enter your PIN. After three unsuccessful attempts to enter the PIN the card will be kept at an ATM for security purposes. In this case, please contact the plastic card department of JSC ICB "EVROPEISKY". Enter the PIN so that people who are in close proximity, could not see it. When entering the PIN cover the keypad with your hand.
• On the numeric keypad press OK (ENTER or ÂÂÎÄ) button.
• Using keys for the screen select the currency of operations: RUBLES (ÐÓÁËÈ) or, for example, DOLLAR (ÄÎËËÀÐÛ), EURO (ÅÂÐÎ).
• Next, you will be asked to choose the standard amount of transactions, view your balance, or enter another amount to withdraw.
When selecting the operation OTHER AMOUNTS (ÄÐÓÃÀß ÑÓÌÌÀ) you must:
• Enter on the numeric keypad amount divisible by 100 rubles., and not more than 40 000 rubles. The withdrawn amount will be shown to the left from the point before the kopecks (For example: You want to get 1500 rub. - The display will show 1500.00). If you make a mistake when entering the withdrawn amount, use the CANCEL (or ÎÒÌÅÍÀ) button.
• On the numeric keypad press OK (ENTER or ÂÂÎÄ) button.
• Take the card, banknotes and a certificate of withdrawal of cash.
• In case the currency of your card account is in rubles, then the withdrawal of dollars (euros) will be debited with the corresponding amount and converted at the exchange rate ruling the next day + 1% for the conversion. You can withdraw amounts divisible by 50 dollars (euro), but not more than 2 000 dollars (euros).
When selecting an operation PRINT A RECEIPT you must take your card and a certificate of account status.
DO NOT FORGET TO TAKE YOUR CARD!
IMPORTANT!
- If you forget to take your card, then after 20 seconds delay the ATM pulls the card inside. DO NOT ATTEMPT TO EXTRACT IT ON YOUR OWN! In this case, please contact the plastic card department of JSC ICB "EVROPEISKY" phone 95-93-26, 95-52-67, 95-93-25 (office hours) and 57-39-42 (off hours).
- To withdraw amounts exceeding 40 000 rubles or 2 000 dollars (euros) at ATMs of JSC ICB "EVROPEISKY", repeat the operation necessary number of times, removing and re-inserting the card into the ATM. Do not forget that the limit on cash withdrawals is set to 300 000-00 (three hundred thousand rubles 00 kopecks) per month.
- Do not listen to any advices of third parties, and do not take their help in conducting transactions with a bank card at ATMs.
- After receiving banknotes from an ATM you should: re-count banknotes per sheet, make sure that the bank card was returned from ATM, wait for issuing a receipt if it was ordered, put the banknotes in your bag (purse, pocket), and only then move away from the ATM.
6. Frequently Asked Questions
6.1. What to do if you lost your card?
If you suddenly discover that your card was lost, first of all - do not worry. Try to remember, whether you have left your wallet at home on the bedside table, because for the issuance of a new card you will have to pay.
If you have a suspicion that the card is lost or stolen, as soon as possible report the loss to JSC ICB "EVROPEISKY" in Kaliningrad by phone: 959326, 959325, 955267 (office hours) or 573942 (twenty-four-hour).
Application to block the card must be written in the office of the bank within 7 (seven) days since oral request.
In the case of theft you must notify the local police.
Please be aware that the cardholder is responsible for all operations carried out with the card by swindlers who stole/found the card until the message to the bank about the loss of the card and application to block it is received.
If you are abroad, you can ask for help at any bank branch, where there is a sticker with the logo of your card.
After your application, all operations with your card will be ceased. In this case, the main thing is quickness: for a professional fraudster quite a few minutes is enough to squander the entire amount of funds on your account.
If you suddenly find your card, which has been previously claimed as lost or stolen, or if you blocked the card over the phone, to avoid troubles, please report it to JSC ICB "EVROPEISKY" as soon as possible.
6.2. What to do if an ATM "swallowed" the card?
First of all you should determine whether there is "swallowing" case: ATM can expect considerable time in the case of communication failures and other reasons. If the ATM is ready to service another client, as reported on its screen, most likely, you have incorrectly entered your PIN (and probably not the first time), or your card has expired, or for some unknown reason, the ATM decided not serve your card and arrest it.
In this case, you will need to contact JSC ICB "EVROPEISKY", where further proceedings on the fact of detention of card by ATM will be held. It is recommended to block the card in any case of "swallowing" it by ATM. If the card is arrested by ATM of another bank, you must write an application to JSC ICB "EVROPEISKY" and provide the details of the situation. Remember the address of the ATM and the bank, to which it belongs. Employees of JSC ICB "EVROPEISKY" will send a request to the bank whose ATM has arrested your card.
6.3. What if there was a failure in the ATM?
In this case, the client may be frighten by an ambiguous situation: on one hand, you need to do something to suspend the operations or return the card; on the other hand, moving away from ATM even if to call by phone, the customer runs into risk that the ATM can suddenly decide to give the money, print a receipt and return the card, and all this will take someone else.
If the screen switched off and the ATM shows no signs of life, it is likely that there was just a technical failure, due to which your card was left inside of the device.
In any case, you should wait some time (10-15 minutes) to make sure that the ATM is really not functioning.
If the ATM is installed inside of a bank, as a rule, the bank has a technical staff capable of servicing the ATM and at least partially solve your problem - although bank employee is not entitled to return you anything from the ATM (even if it is your personal card). Once you have determined that the ATM is not working, block your card by phone 959326, 959325, 955267 (office hours) or 573942 (twenty-four-hour).
6.4. What to do, if the card failed to operate?
If you believe that the problem is not related to lack of funds on your card, you should contact the JSC ICB "EVROPEISKY" for further advices on the situation.
6.5. Why the amount deducted from your account is more than what you expected?
This usually happens when the currency of the card account does not match the currency in which an operation was performed. It should be taken into account that the write-offs occur not on the day of the operation and the conversion rates used not on the day of the transaction, but on the day of calculation.
There might be one or two conversions:
• Firstly, the conversion performed by a payment system. It converts the amount of transaction from the currency in which it was accomplished into the currency of the account of your bank (if the operation is committed outside Russia, estimated currency of your bank is the U.S. dollar). Conversion is performed on the day when the bank servicing an ATM or an outlet, where you used your card, provided the payment system with the information about the transaction. This usually occurs within 3-14 days after the operation was committed, although sometimes it takes even longer time.
• Secondly, the conversion performed by JSC ICB "EVROPEISKY" after receiving information from the payment system. This conversion is carried out from the accounting currency of JSC ICB "EVROPEISKY" into the currency of your card account.
If, considering the information given above, you still have doubts about the reliability of reports of balance, please contact JSC ICB "EVROPEISKY" for further clarifications.
