ROBIN RELEASE

The latest update to our smartphone app gives customers greater levels of control and security over their bank cards.

With just a few taps of the screen, customers can instantly stop a card(cheque and credit cards), order a new one, select the branch to which it will be delivered, and track the delivery progress.

Being able to immediately stop cards – without the hassle of calling the bank – is especially useful in cases where cards are lost, stolen, damaged, or where fraud is suspected.

This enhancement adds to our range of cards management tools within the app – which includes the ability to set payment limits, and to activate cards for international travel. Further enhancements will follow in 2016, giving customers even greater control and personalisation of their cards.

FAQS

1. Why would I want to stop my card?

If you believe your card may have been lost, stolen, damaged, swallowed by the ATM, or compromised by fraudulent activities, we recommend that you stop your card – to prevent any further fraudulent transactions.When you stop your card, we will automatically order a new card for you.

2. How do I stop a card from the app?

  • From the app’s homescreen, swipe the screen from left to right, or select the menu icon in the top-left
  • Select ‘Manage Cards’
  • Tap on the card you would like to stop
  • Tap on ‘Stop this card’ at the bottom of the screen
  • On the confirmation screen, select ‘Next’
  • Select the option that best describes what happened to your card: lost, stolen, swallowed by ATM, fraud on the card, compromised card, damaged card
  • Select the date when this incident happened
  • Select ‘Done’
  • Confirm which branch you’d like your new card delivered to
  • Select ‘Done’

3. Which cards can be stopped, via the app?

Any Standard Bank cheque or credit card can be stopped immediately from the app. To stop debit cards, call 0800 020 600 (lost and stolen cards call centre).

4.Can I continue to transact while my card is being delivered?

  • Shortly after stopping your card (within 24 hours), your new card will be visible on the app under the ‘Manage Cards’ section
  • You can still use theaccount associated with the card to transfer, pay and buy on the app. Your existing beneficiaries associated to this account will remain.
  • However, you will not be able to shop online using your new card, as you will not have the new CVV number and expiry details until you’ve collected your new card.
  • Your new card will have the same EAP limits and international travel activations as your stopped card

5. If I find my stopped card, can I re-activate it?

No, for security reasons, stopping a card is a permanent action. The card cannot be reactivated. A new card needs to be issuedfor you to continue transacting.

6. What happens if I think I may have misplaced my card?

The Stop card feature on the app is a permanent action. If you would like to temporarily disable / freeze your card, until you find it, please call 0800 020 600. This will place a soft block on your card. If you realize your card is permanently lost, you can then stop the card.

7. What if I don’t want to order a new card?

Please call 0800 020 600 to cancel the account that is associated with the card in question.

8. After 24 hours, why can’t I see my new card on the ‘manage Cards’ screen?

If your new card is not visible on the ‘Manage Cards’ area of the app, 24 hours after ordering it, please contact 0800 020 600.

9. To where will my new card be delivered?

  • As part of the process of stopping your card on the app, a new card is ordered automatically for you.
  • The new card will be delivered to the branch which you last had a card delivered.
  • If you would like to change the branch (to select one that is more convenient for you), you can choose from the list of branches during the stop card process.
  • For private clients, their previously chosen branch suite will be automatically populated however other suite options are not available on the app as of yet.

10. How will I know when my new card will arrive?

Your new card will take between 5 and 7 working days to arrive at your specified branch. The new card follows a 4-step process of production and delivery. This can be tracked, by selecting the new card in the ‘Manage Cards’ area of the app. These four steps are:

  • Card in production
  • Card with courier
  • Card at branch
  • Card has been collected

You’ll receive an SMS when your card is ready for collection at the branch

11. Can I have the card hand-delivered to any address?

If you would like your new card hand-delivered to your home, work, or any other location in South Africa, please contact 0800 020 600. Please note that hand delivery does incur a service fee.

12. What if I change my mind about the delivery address, after completing the ordering process?

If you would like to change the branch to which your new card will be delivered, please contact 0800 020 600.

13. Do the card Stop and re-order requests submitted via the app, appear on CPS?

Yes, the ‘state’ is documented in CPS and the new card request process is triggered as per the ‘as-is’ process. Agents do not have to re-order another card on behalf of the customer.

14. How does the Fraud team get informed of cards that have been Stopped, via the app?

The current as-is process is followed and goes into the relevant logs.

15. Can the customer still sign-in to the Old Internet Banking platform?

No, once they have received their new card, they will need to reset their login details on the login page.

16. What happens when there is a block on a card, can it be bypassed and reordered via the app?

No. The customer will not be able to stop their card via the app and will be instructed to call the CCC.

17. What is the process when the system is offline?

During extended mode on CPS, the customer is still able to stop their card; it is a soft block and therefore their new card will not appear on the app until the system comes online and the batch process starts. During this period, the new card is then ordered and details of the stop card are visible on CPS as per the current process. Regeneration of the new card does not take place during extended mode however the card is stopped.