AFFINBANK CREDIT CARD FREQUENTLY ASKED QUESTIONS (FAQS)

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1 This Frequently Asked Questions (FAQs) is only applicable for AFFINBANK Visa Gold, AFFINBANK Touch n Go Mastercard Gold, AFFINBANK Visa Classic, AFFINBANK AFFINBANK Mastercard Basic, and. 1. How do I apply for AFFINBANK Credit Card? You may obtain the AFFINBANK Credit Card application form any AFFINBANK branches, Cards Business Department or you may download the application form from our website at and submit completed application form and supporting document as stated in the application form to any AFFINBANK Branches. 2. What is minimum age to apply for AFFINBANK Credit Card? a. 21 years old and above for principal card; and b. 18 years old and above for supplementary card. 3. What is the minimum income required to apply for AFFINBANK Credit Card? a. RM30,000* per annum for AFFINBANK Visa Gold, and AFFINBANK Touch n Go Mastercard Gold; and b. RM24,000 per annum for Touch n Go Mastercard Classic, AFFINBANK Mastercard Basic, and AFFINBANK BHPetrol Touch & Fuel. Note: No minimum income is required for supplementary card. *Effective 1 st March What are the criteria for the card with annual income of RM36,000 per annum or less? a. Card ownership. Card can hold credit cards from a maximum of two (2) credit cards Issuer only. b. Credit limit. Card with earning less than RM36,000 per annum shall be extended a maximum credit limit of two (2) times monthly income. 5. What are documents required for AFFINBANK Credit Card application? Following documents are required for credit card application, kindly note that documents are non-returnable. Please cross out all documents submitted for security purposes. a. Salaried Employee Photocopy of IC (both sides) or passport with valid Visa permit (for non-malaysian applicant), for both Latest three (3) months salary slips or latest EA form or BE form / e-filing with acknowledgement and tax payment receipt Latest EPF statement or latest three (3) months bank statements where the salary is credited or letter from employer to confirm income (established company / letter is originally addressed to AFFINBANK) b. Self Employed Photocopy of IC (both sides) or passport with valid Visa permit (for non-malaysian applicant), for both Sole Proprietor / Partnership: Certificate of Business Registration Latest one (1) year B form / e-filing with acknowledgement and tax payment receipt Latest six (6) months company / personal bank s statements or latest one (1) year audited accounts Private Limited Company Certified true copy of Certificate of Incorporation, Memorandum & Articles of Association (M&A), latest Form 24 & 49 Latest two (2) years B form / e-filing with acknowledgement and tax payment receipt Latest six (6) months company / personal bank s statements or latest two (2) year audited accounts 1

2 c. Commission Earner Photocopy of IC (both sides) or passport with valid Visa permit (for non-malaysian applicant), for both Latest six (6) months commission statement or B form / BE form / e-filing with acknowledgement and tax payment receipt Latest EPF statement or latest six (6) months bank statement where the commission is credited or letter from employer to confirm income (established company / letter is originally addressed to AFFINBANK) d. Pensioner Photocopy of IC (both sides) or passport with valid Visa permit (for non-malaysian applicant), for both Latest pension fund statement Latest three (3) months bank account statement where the pension is credited Note: Fixed Deposit (FD) will be required as collateral for the following applicant category and must be maintained with AFFINBANK for as long as the credit card facility is available. a. Non-Malaysian applicant; and b. Applicant who are unable to provide any income evidence or supporting documents. 6. What are the statement dates for AFFINBANK Credit Cards? The AFFINBANK Credit Card statement dates are as follows: Products AFFINBANK Touch n Go Mastercard Gold and AFFINBANK Visa Gold AFFINBANK AFFINBANK Visa Classic and Mastercard Contactless Statement Date 16 th of the month 13 th of the month 14 th of the month 7. How many supplementary cards can I have? Following are the number of supplementary cards you can have: Products AFFINBANK AFFINBANK Visa Gold AFFINBANK Mastercard Basic, AFFINBANK Visa Basic and Maximum number of supplementary cards Will the supplementary and principal card share the credit limit? Yes. The approved credit limit will be shared between principal and supplementary cards, however you can assign spending limit for each of your supplementary card. Note: The spending limit assigned to the supplementary card must be within the principal card s approved credit limit. 9. If I have two (2) or more credit cards with AFFINBANK, do I get separate credit limit for each of credit card issued to me? No. The credit limit will be on sharing basis. 2

3 10. I just received my AFFINBANK Credit Card, do I need to activate my credit card before it can be used? Yes. You must activate your credit card and change the temporary PIN to a new PIN before the credit card can be used. Step 1 - activate the credit card Step 2 - change temporary PIN Step 3 i. Type the following format and SMS to AACT <space>ic number<space>last 4-digit credit card number Example: AACT Or ii. Call us at Visit any AFFINBANK / AFFIN ISLAMIC BANK ATM near you 2. Insert your credit card 3. Key-in your temporary PIN 4. Select PIN Change option 5. Enter your new PIN 6. Re-enter the new PIN to confirm 7. PIN change successful Start using your credit card Temporary PIN will be sent to your mobile phone number registered with the Bank upon successful credit card activation. The temporary PIN will be expired after thirty (30) days. Note: 1. Activation via SMS is not applicable for non-malaysians and corporate credit card cards. 2. Activation via SMS must be made with registered mobile number with AFFINBANK. 3. Activation via SMS is applicable for cards with Celcom, DiGi, Maxis, P1, U Mobile, Webe and XOX mobile service only. 4. Standard mobile service charge shall apply for each SMS sent. 11. What is interest free period for retail transaction? Twenty (20) days interest free period will be given for all retail transactions, provided all outstanding balances of the previous month (as per the monthly statement) are fully settled within the due date. There will be no interest free period for cash advance transaction. 12. How much is the cash advance limit and how many times can I perform cash advance withdrawal per day? The cash advance limit is 25% of the credit card limit or available credit limit, whichever is lower. You may perform cash advance withdrawal up to maximum of three (3) transactions per day. You will not be able to perform any more cash advance transactions on that particular day if you have met maximum numbers of cash advance withdrawal allowed per day. 13. Can I request for permanent increase / decrease of credit limit, temporary increase of credit limit, card upgrade / downgrade, additional card or supplementary card? Yes. To do so, please complete the AFFINBANK Credit Card Permanent Increase of Credit Limit, Permanent Decrease of Credit Limit, Temporary Increase of Credit Limit, Card Upgrade, Card Downgrade, Additional Card and Supplementary Card Application Form and submit application form and supporting documents as required to any AFFINBANK Branches. The form can be obtained from any AFFINBANK branch or visit our website at What if I did not receive my credit card statement / e-statement? Please call our Contact Centre at if you did not receive your statement / e-statement. 15. What should I do if my credit card is lost or stolen? Please call us immediately at to block your credit card. A replacement card will be issued at your request. 3

4 16. What do I need to do if there are any changes to my contact details? It is important that we know your current contact details such as your address, telephone numbers and address to ensure we can keep you updated with important information relating to your credit card. You may submit your request via mail, fax, or visit any AFFINBANK / AFFIN ISLAMIC BANK branches. 17. How AFFINBANK can be contacted? For more information of AFFINBANK Credit Card such as card application status, card cancellation, refund of credit balance or changes to contact details please contact us at one of the following channels: Write in : AFFIN BANK BERHAD Card Business Department Level 1, Menara Affin No. 80, Jalan Raja Chulan Kuala Lumpur Telephone No : Fax. No : cardservices@affinbank.com.my Website : Or, visit any AFFINBANK branches 18. What should I do if I wish to cancel my credit card? You may complete the Cancellation Form which can be obtained at AFFINBANK branches and send via mail, fax or to AFFINBANK. Note: You are required to pay your credit card s balance in full as required by AFFINBANK upon cancellation of the credit card and will remain liable for any transaction effected through the use of the credit card (whether before or after the termination of the credit card), including transactions effected but not yet posted to your credit card account. Your credit card account will only be closed when your credit card outstanding balance is fully settled. 19. Do I need to notify my auto-debit merchant on the cancellation of my credit card? Yes. You are required to notify your auto-debit merchant on cancellation on the card cancellation for them to cancel the auto-debit transaction and to make a new arrangement for your auto-debit transaction. 20. Can I request for credit balance refund after cancellation of my credit card? Yes. Please provide your Savings or Current account details (e.g. account number and name of the bank) in the Cancellation Form and send your request via mail, fax or to AFFINBANK. 21. What is the coverage for inconvenience event under the Flight & Travel al Accident Insurance? a. Flight delay If the departure of your scheduled flight is delayed for four (4) hours or more and no alternative onward transportation is made available to you, you may claim up to the maximum limits of indemnity as follows. Card RM500 RM250 RM500 4

5 b. Missed flight connection Should you miss your connecting flight and if there is no alternative onward transportation is made available to you within four (4) hours of the actual arrival time of your incoming flight, you may claim for expenses incurred up to the maximum limits of indemnity as follows provided you are at the airport at the time of such missed flight connection. Card RM500 RM250 RM500 c. Luggage delay You may claim for purchase of essential requisites and clothings if your luggage does not arrive within six (6) hours of arrival at the scheduled destination of your flight provided that such flight luggage has been checked in by an authorized official of the air carrier. Card RM500 RM250 RM500 d. Loss of luggage If your flight luggage is not delivered to you within forty-eight (48) hours of your actual arrival at the scheduled destination point of his scheduled flight, you can claim the loss of luggage (including clothing and personal effects) up to the maximum limits as follows provided that such luggage has been checked in by an authorized official of the air carrier. Card RM500 RM2,000 Note: The card can only make one claim either for flight luggage delay or flight luggage loss. 5

6 22. What documents do I need to submit when making a claim? To facilitate claims, please include: a. Compulsory documents for all type of losses i. Completed claim form (you may download the claim form at ii. Proof of travel (e.g. boarding pass or air tickets); and iii. Copy of AFFINBANK Credit Card statement showing the flight ticket booked. b. Additional documents i. Flight delay A written confirmation or Report from airline on duration of delay and reason. ii. Missed flight connection A written confirmation from airline confirming the overbooked or misconnected flight details and when the next alternative transportation is made available; and Original receipts for additional expenses incurred for hotel accommodation and restaurant meals or refreshment (due to flight misconnection). iii. Luggage delay Delayed Baggage report from the airline; A written confirmation / delivery notes from the airline on the date and time of baggage delivery; and Original receipt for additional expenses incurred within four (4) days at such schedule destination for emergency purchase of essential clothing and requisites. iv. Loss of luggage Property Irregularity Report issued by airlines, stated detail of loss; Documentation of carrier s settlement/rejection of claim for loss of property; and Purchase receipts for all items claimed. If not available, provide description of items and the date, place and price of purchase. Note: More information may require substantiating the claim. A claim must be notified within forty-five (45) days upon the expiry of the insurance or returning to Malaysia. 23. Where do I submit my claims to? You may submit your claim request via one of the following channels: Write in : AFFIN BANK BERHAD Card Business Department Level 1, Menara Affin No. 80, Jalan Raja Chulan Kuala Lumpur Fax. No : cardservices@affinbank.com.my 24. What is AFFINBANK Touch n Go Mastercard? AFFINBANk Touch n Go Mastercard is the credit card with Touch n Go facility. The Touch n Go balance will be reloaded automatically when the balance dips below RM50. An auto-reload amount of RM100 plus RM2.12 autoreload fee will be deducted from your credit card account. Please ensure sufficient credit limit in your AFFINBANK Touch n Go Mastercard s account for the auto-reload to be performed. 25. How can I request for refund of unutilized Touch n Go balance on my AFFINBANK Touch n Go Mastercard? You may request for refund of unutilized Touch 'n Go balance in the event of cancellation, replacement and renewal of your credit card. Request can be made through AFFINBANK branch or call our Contact Centre at For card cancellation, you may indicate your request in the Cancellation Form. AFFINBANK will liaise with the service provider (Touch 'n Go Sdn Bhd) for refund to be made. 6

7 The unutilized Touch 'n Go balance will be credited to your AFFINBANK Touch 'n Go Mastercard s account within fourteen (14) working days from request date. There will be an administration fee of RM5 charged by Touch n Go Sdn Bhd for the refund. 26. Under what circumstances the auto-reload is not functioning? An auto-reload may not function due to the following reasons: a. Insufficient credit limit; b. Chip faulty; c. Line connectivity error between AFFINBANK and the service provider (Touch n Go Sdn Bhd); d. Card has been suspended / blocked; e. No Touch n Go transaction performed for twelve (12) months and above; or f. Auto-reload performed at places with no auto-reload facility such as: LRT stations MRT stations KTM Komuter stations Car park If the problem persists, please call our AFFINBANK Contact Centre at or Touch n Go Careline Centre at Additional information - Service Level Agreement: Ref Type of request Approximate processing time 1. Credit card processing Within 3 working days (excluding number of days taken to deliver the card). 2. Credit card replacement Within 3 working days (excluding number of days taken to deliver the card). 3. Credit card cancellation Within 3 working days 4. Credit balance refund Within 3 working days. 5. Touch n Go refund Within 14 working days. 6. Change of information Within 3 working days. 7. Statement request Within 2 working days. Note: 1. Our processing times start from completed documents and information received by AFFINBANK. 2. The above processing time is on estimation basis and solely for card information. 7