FQAs – CCU Commercial Bank PLC.

What is Card Dispute and Resolution?

Card dispute and resolution is a process that allows the Cardholder to challenge a charge on their statement that they believe is incorrect or fraudulent. If the Cardholder notices a billing error or a transaction they didn’t recognize, they have the right to dispute with the Issuing Bank.

What are the transactions applicable for dispute?

The transactions applicable for dispute are:

Cash Not Dispensed
Goods or Services not received.
Unauthorized transactions
Incorrect Transaction Amount
Duplicate Charge
Paid by other means.
Fraudulent transaction
Billed for No-Show fee charge after cancellation.

How much do I need to pay for a dispute if bank found it is invalid or incorrect?

15 USD will be charged for a dispute if Bank found it is incorrectly reported and/or the transaction was actually performed by Cardholder (for unauthorized transactions dispute).

How Long Do I Have to File a Dispute?

The time frame to file a dispute is limited to 60 days from the date of the transaction. A refund will be

issued if the dispute is found to be valid or is resolved successfully

What information/documents are needed to file a dispute?

For unauthorized transactions document requirement:

The date on which the card was reported stolen (if applicable) and details about the unrecognized transactions.

For authorized transactions document requirement:

Evidence of communication with the merchant (as contacting the merchant is often the quickest way to resolve)
Invoices or order confirmations.
Expected delivery dates.
Proof that the payment was made by other means.

Where can I file a dispute?

You can file a dispute with CCU Commercial Bank through the following methods:

Call to Call Center Service via (+855) 23 999 700
Reach out via Email: customerservice@ccubank.com.kh
Visit any of the nearest CCU Bank branches during working hours.

What Should I Do If I notice an unauthorized transaction on my account?

If you notice an unauthorized transaction on your account, the first step is to immediately block your card and then visit the nearest CCU Bank branch to fill out the form for dispute the transaction and/or card replacement.

What should I do if I ordered online but never received the merchandise/service?

First, you will need to wait until the estimated delivery date and time have passed.

Second, you will need to contact the merchant and attempt to resolve the issue. If the goods do not arrive within the expected timeframe and the merchant cannot be contacted, you can dispute the transaction starting from the date when the goods were expected to be received.

What should I do if I ordered online and received a delivery, but the merchandise was not as described or was defective?

First, before initiating a dispute, you must attempt to resolve the issue with the merchant.

Second, if the merchant cannot be contacted or fails to accept the return of the merchandise, you can dispute the transaction and provide evidence to support your claim.

What should I do if I attempted a cash withdrawal at a CCU Bank ATM, the amount was deducted, but I did not receive the cash?

Try contacting the bank by calling the Call Center at (+855) 23 999 700 or visiting the nearest CCU Bank branch to fill out the dispute form.

What should I do if a merchant I previously authorized for payment has charged me again without my authorization?

First, you must contact the merchant to see if they will issue a refund.

Second, if the merchant is unresponsive or uncooperative, you can contact your bank to file a dispute, providing the required documents and detailed information.

How to avoid misuse of my card?

Never keep your card loosely in your packets or bags.
Never leave your card unattended
Always remember your PIN
Never disclose your PIN to anyone
Never surrender your card to anyone other than a trusted merchant when making a purchase.
Always take some time to verify that upon completion of the purchase the card returned to you is yours.
Always contact CCU Commercial Bank if you have any suspicion that your card has been used fraudulently, lost, or stolen.
Always keep track of your card’s statement.
Never reveal your card number/expiry date/PIN number and your personal details to any telephonic survey.
Never reveal your card number/expiry date/PIN number and your personal details to any e-mail soliciting your personal information.

What is a CCU ATM Card?

CCU ATM Card: Is a plastic card issued by CCU Bank that provides you instant access to your accounts. You can withdraw cash, print mini statements, check your account balances, change PIN and other financial services at CCU Bank’s ATMs 24 hours a day, 7 days a week.

How can I apply for an ATM Card?

To apply for an ATM card, please visit one of our nearest branches to you and meet our staff who will warmly welcome you and help you apply for the ATM card.

What is PIN Code?

PIN Code is a 6-digit number that is required to protect your ATM card from any unauthorized usage or account information stealing.

What happens if I don't use my ATM card for a long time?

Your ATM card will be closed, if you don’t use it for a long period of time. It has a magnetic stripe that needs to be regularly used. It also has an expiration date at the back of the card.

After I received CCU Card from the bank, does the card can be used immediately?

After you receive the ATM card, you need to activate your ATM Card before performing any transaction.

How do I activate my CCU ATM Card?

You can activate the ATM card through CCU Bank’s ATM as following instruction:
Activated ATM Card via ATM
1. Insert your new card to ATM
2. Select language
3. Enter OTP number that sent to your phone
4. Enter new 6-digit-number (PIN) for using with your card
5. Re-enter your PIN to confirm.
6. Your new card is activated.

Who is eligible for CCU ATM Card?

All customers have a Saving Account or Current Account.

How can I do if my ATM card expires?

You will be notified by the Bank 30days before the card’s expiry date. Please visit one of our nearest branches to you for card renewal.

What should I do if my ATM Card is stolen or lost?

Please immediately contact our call center (+855) 23 900 777 to block your ATM card or visit one of our nearest branches to you.

What should I do if my withdrawal transaction is successful? And ATMs do not withdraw cash and debit from my account.

Please immediately contact our call center (+855) 23 900 777 or please visit one of our nearest branches to you to file a complaint to the bank for resolution.

What are the features of CCU ATM Card?

You can use CCU Bank’s ATM Card to perform transactions with the following features as needed:
1. Balance Inquiry
2. Change PIN
3. Cash Withdrawal in USD or KHR
Note:
Please take your cash immediately after dispending from ATM, or it will be retracted within 20seconds. The available notes in ATM are KHR 50,000, USD 50 and USD100.

What should I do if I forgot my PIN?

Please contact our call center (+855) 23 900 777, or you can bring your card to CCU’s nearest branch to reset your PIN.

What are the benefits of ATM Card?

Convenience
Security
Cash withdrawal through ATM 24/7
Discount and other promotions

How many times can I have the wrong password at an ATM with my ATM card?

Your ATM card will be blocked if you enter the wrong PIN three times. In case you have forgotten your PIN or if you suspect on unauthorized transaction, you must contact our call center (+855) 23 900 777 to reset “PIN count” or “generate PIN”.

Will I be able to change PIN for ATM Card?

You can change PIN by yourself through CCU Bank’s ATM at any time.

How do I keep my ATM Card safe?

1. Keep your PIN to yourself Protect or memorize your PIN and never share it with anyone.
2. Keep Your ATM Card in safe place and avoid leaving it lying around.
3. Regularly check transactions and monitor your account statements.
4. DO NOT share your card with anyone.
5. Be cautious at ATM: check ATMs for any suspicious device, cover your hand when entering your PIN and ensure no one is watching while you’re conducting transaction.

What should I do if I need Bank support?

You can contact our call center (+855) 23 900 777 or email customerservice@ccubank.com.kh or please visit one of our nearest branches to you.

Can I use my ATM Card without PIN?

No, It cannot.

Can someone withdraw money with your account number?

No, It cannot.

Can someone use my lost ATM card?

Yes, they can. If you have not blocked your card immediately.

What is the fee and charge of using CCU ATM Card?

The CCU ATM Card is free of charge.

How much can I make withdrawals per day? And how much for the cash withdrawal fee?

You can make cash withdrawal up to 4000 USD per day through CCU Bank’s ATM. And withdrawal fee is free.

What is a CCU Debit Card?

CCU Debit Card is a card that is branded as Visa Card, Master Card, and UPI that allows customers to transact retail purchase, online purchase, and cash withdrawal in Cambodia and around the world with great ease and get the source of funds from their savings/current account.

How can I apply for a CCU Debit Card?

To apply for CCU Debit Card, please visit one of our nearest branches to you and meet our staff who will warmly welcome you and help you apply for the Debit Card.

What is PIN Code?

PIN Code is a 6-digit number that is required to protect your Debit card from any unauthorized usage or account information stealing. This PIN can be used for making purchases and to perform cash withdrawal as well as transactions at all Automated Teller Machine (ATM) In short, a PIN is required to authenticate and complete a Debit Card transaction be it at ATM, Point-of-Sale (“POS”) or any type of payment devices that requires a PIN.

What happens if I don't use my Debit card for a long time?

Your card will be invalid when it expires.

What do I need to do after receiving my Debit Card?

After you receive the Debit card, you need to activate your Debit Card before performing any transaction.

How to link and activate your CCU Debit card?

You can activate the Debit card through ATM as following instruction:
1. Insert your new card into the ATM
2. Select language
3. Enter OTP number that sent to your phone
4. Enter new 6-digit-number (PIN) for using with your card
5. Re-enter your PIN to confirm.
6. Your new card is activated.

Can I use a Debit Card if my account is a joint account?

Joint account holders with the condition “anyone to sign” can apply for separate Bank Debit cards (two applications) with different PINs and signatures.
Joint account holders with the condition “Both to sign” will not be able to apply for Debit Card.

How can I know that my online transaction is secured?

All card settings are available on CCU Mobile App with high-security protection and EMV 3D secure for your online purchasing and Cardholder can set up purchase limits and withdrawal limits for better control of card usage via CCU Mobile App included Notification alert for purchase online, e-commerce or ATM withdrawal. One-Time-Password (OTP) generated will be pushed on CCU Bank App for every online transaction at 3D secured merchant.

Who is eligible for CCU Debit Card?

All customers who have a Saving Account or Current Account.

How can I do if my Debit card expires?

You will be notified by the Bank 30 days before the card’s expiry date. Please visit one of our nearest branches for your card renewal.

What should I do if my Debit Card is stolen or lost?

Please immediately contact our call center (+855) 23 900 777 to block your Debit card or visit one of our nearest branches to you.

What should I do if the ATM does not dispense cash but debits from my account after a successful transaction?

Please immediately contact our call center (+855) 23 900 777 or please visit one of our nearest branches for resolution.

What are the features of CCU Debit Card?

You can use CCU Bank’s Debit Card to perform transactions with the following features as needed:
1. Balance Inquiry
2. Change PIN
3. Cash Withdrawal in USD or KHR
4. Purchase transactions
Noted:

Please take your cash immediately after dispending from ATM, or it will be retracted within 20seconds. The available notes in ATM are KHR 50,000 KHR, USD50 and USD100.

What should I do if I forgot my PIN?

Please contact our call center (+855) 23 900 777, or you can bring your card to CCU’s nearest branch to reset your PIN.

What are the benefits of CCU Debit Card?

Convenient and flexible access to a wider ATM/POS/E-Commerce via card network both Domestic and International transactions
3D Secure for E-Commerce spending. Cards are protected with additional layer of security with One-Time Password.
SMS/Email/Mobile Push Notification for cash withdrawal, purchase transaction, payment and so forth.
24/7 Customer service
VIP Airport Access Lounge worldwide
Travel Insurance
Cashback promotion
Other campaign promotions

How many times can I enter the wrong password with my Debit card?

Your Debit card will be blocked if you enter the wrong PIN three times. In case you have forgotten your PIN or if you suspect an unauthorized transaction, please contact our call center via (+855) 23 900 777 for assistance.

How to make purchases with your Debit Card?

Look out for retailers or Point-of-Sales (POS) terminals that display the VISA/MasterCard/UPI logo.
At the payment counter, allow the cashier to assist and to pay using your Debit Card via contactless transaction or chip or PIN transaction method into the POS terminal. For contactless transaction, you are required to tap your Debit Card on the terminal. For chip & PIN transaction, you are required to insert your Debit Card into the terminal and enter your PIN.
Once the transaction is completed, always remember to take back your Debit Card.

What is considered as an E-Commerce Purchase that is non-3D secure?

An E-Commerce Purchase that is non-3D secure is a transaction that only requires Debit Cardholder to use the details on the card (Card Number, Expiry Date and CVV) to transact. In comparison, an Internet Purchase that is 3Ds secure requires the details on the card and One Time Password (“OTP”) to authorize the transaction.

How to Use “Do and Don’t” for the Use of the Debit Card?

Treat and protect your Debit Card as if it was cash, keep your Debit Card secured and ensure that it is in your possession at all times.
When using your Debit Card at any merchant establishment, ensure that all details have been entered correctly and completed before signing the charge slip/transaction slip or keying in your PIN.
Check and ensure that the Debit Card you received after a transaction at a merchant is yours.
Ensure that you authorize all use of Debit Card (face-to-face or on Phone/Internet).
When purchasing items over the Internet, give your Debit Card details only on reliable websites and is from a company you trust. Reputable merchant sites use encryption technologies to protect your Debit Card information.
Always save the confirmation page when completing an online purchase.
Record or keep your receipts for all your purchases including online purchases.
Shred all documents (charge slip, statement etc.) that contain Debit Card details before you discard them.
Promptly check your Debit Card statement and report immediately if there are any transactions that you do not recognize or unauthorized by you.
Keep the Bank’s phone numbers readily available with you to immediately report any loss or stolen of your Debit Card. Always check your Debit Card periodically to ensure that the Debit Card is not missing from your wallet.
Notify the Bank promptly for any change of your contact details by visiting the Bank’s branches or calling the Bank’s Call Center at (+855) 23 900 777 or email customerservice@ccubank.com.kh.

Don’ts

Never leave your Debit Card in an unsecured place, including but not limited to glove compartment of your car, lying around at home or in the office where someone can have access to it. If you do not want to use your Debit Card, keep it in a safe and secure place.
Do not disclose personal details or your Debit Card’s details to any third/unknown party.
The Bank will never send you an email or letter asking for your Debit Card’s information.
Never reveal your username, password, security questions or answers, and/or PIN to anyone. No one needs to know your PIN, not even the Bank.
Do not respond to emails that ask you to go to a website to verify your personal and/or Debit Card’s information.
Never send Debit Card’s information, such as PIN or retail purchase account numbers etc. in an e-mail as it may be compromised.
Watch out for imposters/fraudsters that claim to be from the Bank and ask to “verify” your Debit Card’s details to make sure you are protected. The Bank does not need your account details as the Bank already has your details.
When selecting a PIN, always avoid the obvious, such as telephone number, date of birth, identity card number etc. Do not keep a copy of your PIN in your wallet/purse.
Never provide your Debit Card’s information on a website where a link is provided in a suspicious email.
Never provide your Debit Card’s information online unless you are making a purchase.
Do not give or lend your Debit Card to anyone. Your Debit Card is not transferable and is your obligation to keep it secured.

Will I be able to change PIN for Debit Card?

Yes, you can change PIN by yourself through CCU Bank’s ATM or Mobile App at any time.

How do I keep my Debit Card safe?

Keep your PIN to yourself Protect or memorize your PIN and never share it with anyone.
Keep Your Debit Card in safe place and avoid leaving it lying around.
Regularly check transactions and monitor your account statements.
DO NOT share your card with anyone.
Be cautious at ATM: check ATMs for any suspicious device, cover your hand when entering your PIN and ensure no one is watching while you’re conducting transaction.

Can someone use my Debit card if the card is lost or stolen?

Yes, they can. If you have not blocked your card immediately.

What should I do if I need support from the Bank?

You can contact our call center (+855) 23 900 777 or email customerservice@ccubank.com.kh or please visit one of our nearest branches to you.

What is a CCU ATM Card?

CCU Credit Card is a card issued by CCU Bank that provides you with a credit limit for making transactions. You can make purchases, withdraw cash, print mini statements, check your account balance, change PIN and get many benefits.

Who is eligible to apply for a CCU Credit Card?

Both individual and corporate customers.

How to apply for a CCU Credit Card?

Please visit our CCU banks nearest to you or contact your relationship owner, and our team will warmly welcome you and help you apply for the Credit Card.

What happens if I don't use my Credit card for a long time?

Your Credit Card will be invalid when it expires. The expiry date is shown at the back of the card.

What is the daily ATM Cash Withdrawal Limit for CCU Credit Card?

ATM Cash Withdrawal daily limit is 100% of the approved credit limit of your credit card.

When is the CCU Credit Card Billing Date?

CCU Credit Card Billing Date is on 20th of the month.

When is the CCU Credit Card Payment Due Date?

CCU Credit Card Payment Due Date is on 5th of the following month after billing invoice is issued. If it falls into weekend or holiday, Payment Due Date will shift to be on previous working day before weekend or holiday.

Is There Any Penalty Charge for Late Payment?

Yes, penalty charge of 5% on MAD amount will be applied if you do not pay the MAD amount due after Payment Due Date. And this will impact your CBC profile record for late payment.

How do I Activate My CCU Credit Card?

Currently you can activate the credit card via CCU ATM with following steps:

Please insert your new card
Select language
Enter OTP number sent to your mobile phone.
Enter new 6-digit-number (PIN) for using with your card
Re-enter your PIN to confirm.
Your new card is now activated.

How can I do if my CCU Credit Card expires?

The card expiry date is displayed at the back of the card. You will be also notified by the Bank 30 days before the card’s expiry date. Please visit one of our nearest branches for your card renewal.

What should I do if my CCU Bank Credit Card is stolen or lost?

Please immediately contact our call center (+855) 23 900 777 to block your Credit Card or visit one of our nearest branches to you.

What should I do in case during performing transaction, I do not receive cash or goods/services, but debit from my credit account balance?

In such cases you should file a complaint with the bank. Please visit one of our nearest branches to you for resolution.

What are the services provided by CCU Credit Card?

You can use CCU Credit Card to perform transactions as followings:
1. POS/E-Commerce Purchase
2. Cash Withdrawal in USD and KHR
3. Balance Inquiry
4. Mini statement

What is the fee and charge of using CCU Credit Card?

To view the updated fee and charge for CCU Credit Card service please refer to the website www. ccubank.com.kh or contact call center (+855) 23 900 777.

What are the CCU Credit Card Service Features?

The followings are the CCU Credit Card Service Features:
• Payment Option:
– Payment through over the counter
– Payment through Internet Banking or Mobile Banking
– Auto Direct Debit from saving account with below options:
• Full amount of Total Amount Due 100%
• Minimum payment 10%

• Statement Day: On 20th of the month
• Due Date: On 5th of the month. If it falls into weekend or holiday, Payment Due Date will shift to be on previous working day before weekend or holiday.
• Auto Direct Debit Date: on the due date (5th of the month). If it falls into weekend or holiday, Payment Due Date will shift to be on previous working day before weekend or holiday.
• Penalty Fee: if you fail to pay mandatory amount due (MAD) on due date, penalty fee of 5% on mandatory amount due will be charged.
• Interest Rate:
– 18% per annum for Purchase transactions
– 24% per annum for Cash Advance transactions
– No interest applied for purchase transaction when you make full repayment before or on due date.
– Interest will be calculated from transaction date for Cash Advance transaction
• Credit Card Closure: credit card can be closed when hold balance is settled and outstanding balance is paid off.

What are the benefits of using CCU Credit Card?

By using CCU Credit Card, you will have access to:
– Free monthly credit card statement by View paperless statements via email or Internet Banking or Mobile Banking
– Flexible payment options: Manual payment through Mobile Banking or Over the Counter or Auto payment by direct debit from CASA account (Full payment or Minimum payment)
– Interest-free period of up to 45 days for purchase transaction
– Convenient and flexible access to a wider ATM/POS/E-Commerce via card network both Domestic and International transactions
– 3D Secure for E-Commerce spending. Cards are protected with additional layer of security with One-Time Password.
– SMS/Email/Mobile Push Notification for cash withdrawal, purchase transaction, payment and so forth.
– 24/7 Customer service
– VIP Airport Access Lounge worldwide
– Travel Insurance
– Cashback promotion
– Other campaign promotions

How much is the credit limit provided for CCU Credit Card?

CCU Credit Card limit is different for each Credit Card type. The card type and limit is provided subject to bank’s approval based on your eligibility assessment.

How can I check my Credit Account balance?

You can check your Credit Account balance through Credit Card Statement sent to your email on billing date, 20th of the month.

How many times can you enter wrong PIN?

Your Credit card will be blocked if you enter the wrong PIN three times. In case you have recalled back your PIN after card is blocked or if you suspect an unauthorized person might have changed the PIN, you can contact the call center via (+855 23 900 777) for assistance.

What should I do if I forgot my PIN?

Please contact the call center via (+855) 23 900 777 for assistance or bring the card to your nearest CCU Branch to reset your PIN at CCU ATM.

How do I keep my Credit Card safe?

Keep your PIN to yourself
Keep Your Credit Card Safe and Secure
Watch out for phishing scams
Constantly monitor your account statements

Can someone use my lost/stolen ATM card?

Losing your Credit card can be alarming — a thief may be able to use your card to make purchase transactions. Hence, once credit card got lost or stolen, please block your lost credit card and contact bank immediately for assistance.

How should I contact the Bank for support?

Please contact our call center at (+855) 23 900 777 or email customerservice@ccubank.com.kh or visit any of our branches.