think samba World class banking solutions for the most important things in life think samba World class banking solutions for the most important things in life www.samba.com.pk, (+92-21) 1 1 1 1 SAMBA (72622) Samba Bank Limited SambaPhone Banking (+92-21) 1 1 1 1 SAMBA (72622), www.samba.com.pk
Congratulations Welcome to the world of Samba Debit MasterCard! You are now holding a whole new world of purchasing convenience in your hands. Your Samba Debit MasterCard lets you directly access your Samba account anytime, anywhere in the world. It combines domestic and international convenience, letting you make payments and withdraw cash in Pakistan and around the world. Your Samba Debit MasterCard is a convenient alternative to cash since it is always in your wallet. It minimizes the risk associated with theft since you can easily get your card blocked through our Contact Center. It also makes it easier to track purchases with receipts generated after each transaction. Your Samba Debit MasterCard comes with an embedded chip which makes it difficult to copy or counterfeit. It provides a higher level of security when used at chip-capable terminals. At locations which do not yet support chip cards, you can still make purchases as you always have by entering the card number or swiping your card. You can also continue using your card at ATMs and, soon, to make online payments as well. To learn more about your Samba Debit MasterCard and how to make the most of its superior features, please read this User Guide thoroughly. For any queries, please do not hesitate to contact us. We are always at your service.
Contents 03 07 11 03 05 09 Samba History Your Card Card Elements Important Information Chip Technology FAQs Card Features How to use your card Security 17 MasterCard Global Service In-Country Toll-Free Telephone Numbers
1955 1955 Citibank opens its first branch in Jeddah. It opens another branch in Riyadh in 1966. 1980 1980 Citibank Saudi Arabia moves to majority local ownership and becomes Saudi American Bank. 1984 1984 Saudi American Bank opens its first overseas branch in London. 1999 1999 Saudi American Bank merges with United Saudi Bank, creating one of the largest financial institutions in the Middle East.
YOUR CARD
Where can I use my Samba Debit MasterCard? Your Samba Debit MasterCard can be used at: All Samba ATMs All 1LINK and M-Net ATMs ATMs bearing the MasterCard/Cirrus logo All merchants in Pakistan and abroad displaying the MasterCard logo How will my Samba Debit MasterCard work at retail outlets? When making a purchase at a store with a chip-enabled terminal, the retail outlet attendant will insert your chip card into the terminal. You will be asked for a signature on the sales slip to complete your transaction. If the merchant does not have a chip-enabled terminal, your card can be swiped to read the magnetic stripe on the back. Many European countries accept Chip and PIN cards as the primary form of payment for debit card purchases. When making a purchase at any of these locations, you will be asked to enter your PIN into a keypad instead of signing a receipt. This PIN is the same as the ATM PIN that you use when withdrawing cash at the ATM machine. 1412 12
If I have multiple Samba deposit accounts, which ones can I access with my debit card? You can submit a request at your Samba branch to access multiple accounts at Samba ATMs. However, POS and retail transactions can only be performed with your default account. Can I get a statement of account for my Samba Debit MasterCard? Yes, you can get a half-year statement of account. You can also check your transactions online by signing up for Samba Online banking services, by printing out a mini-statement at Samba ATMs or by calling SambaPhone at (+92-21) 11 11 SAMBA (72622). 14 14
What should I do if an ATM is out of service? In the unlikely event that a particular ATM is out of service, a message to this effect will be indicated on the screen. This can be due to telecommunication problems, hardware breakdown, power shutdown and other causes. Please proceed to the nearest available ATM or call SambaPhone at (+92-21) 11 11 SAMBA (72622). What should I do if I lose or forget my ATM PIN? Call SambaPhone at (92-21) 11 11 SAMBA(72622) for re-generating your new ATM PIN. What are the transaction limits of my Samba Debit MasterCard? The following are the daily transaction limits for your Samba Debit MasterCard. The Primary Cardholder can define a transaction limit for every Add-on at the time of request or call SambaPhone to change the transaction limit. Particulars Blue Card Gold Card** Daily ATM Cash Withdrawal Limit (International)* 250,000 400,000 Daily ATM Cash Withdrawal Limit (Local) 50,000 100,000 Daily POS Usage Limit (International) 250,000 400,000 Daily POS Usage Limit (Local) 100,000 200,000 IBFT through Internet Banking / ATM Machine 250,000 500,000 * International Cash Withdrawal facility will not be available to Non-Resident (NR) Account Holders. ** Sambagold Debit MasterCard is provided only to customers who meet the pre-defined eligibility criteria for Sambagold Priority Banking. 16 16
MasterCard Global Service In-Country Toll-Free Telephone Numbers NOTE: Within the United States the Toll Free Number is 1 800 307 7309. If a country specific-toll-free telephone number is not listed above, you can call-collect to 1-636-7111 Emergency contact numbers are subject to change without prior notice. 17 18
Card Features What is the Samba Debit MasterCard? A debit card is an electronic payment facility that gives you 24-hour access to your bank account(s). Samba Debit MasterCard offers the convenience of not having to carry cash or cheques. You can use your debit card for payment at merchant outlets and for cash withdrawals at ATMs. What transactions can I perform with my Samba Debit MasterCard? Withdraw cash at local and international ATMs Pay for goods and services at MasterCard POS retailers in Pakistan and abroad Transfer funds to other Samba accounts or to any other account with a 1LINK member bank Pay utility bills and top-up your cell phone connection Access multiple accounts from a single card (+92-21) 11 11 SAMBA (72622) What are the benefits of my Samba Debit MasterCard? No need to carry cash Safe and secure 24x7 access to SambaPhone at (+92-21) 11 11 SAMBA (72622) Up to 3 Supplementary/Add-on Cards Access multiple accounts from a single card Discount and deals Global acceptance How does the Samba Debit MasterCard work? Your Samba Debit MasterCard is an ATM/Debit card. Spending is limited to the amount of money in your account. Each time you use the card to shop or withdraw money from an ATM, the amount is automatically deducted from your account. Because it carries the MasterCard logo, it can be used wherever MasterCard debit cards are accepted at shops and establishments in Pakistan and abroad. How can I activate my Samba Debit MasterCard? To activate your card, just call SambaPhone at (+92-21) 11 11 SAMBA (72622). A SambaPhone Officer will activate your card after successful verification. Only the Primary Cardholder can activate Supplementary/Add-on Cards. 13 11 11
How to Use Your Card How can I use my Samba Debit MasterCard for shopping? Your debit card is accepted at all retail outlets displaying the MasterCard logo. That includes over 32 million merchant locations across Pakistan and abroad. Please note that international transactions may carry a transaction charge which is mentioned in our schedule of charges available in our branches and on the Samba website (www.samba.com.pk). Can I use my Card for online payments? Yes. Simply call SambaPhone for e-commerce session activation. Can I get Add-on Cards for my loved ones? Yes. The Primary cardholder can request for up to 3 Add-on Cards for immediate family, i.e. parents, spouse, siblings and children. The Add-on Card can be blocked at the request of either the Primary Cardholder or Add-on Cardholder. However, it can only be re-issued under the instructions of the Primary Cardholder. Add-On Cardholders have access to all types of transactions on ATMs and at retails merchants. The Primary Cardholder can define a transaction limit for every Add-on card at the time of card activation through SambaPhone. How can I check my Samba account balance? You can check your account balance by visiting the nearest ATM and performing a balance inquiry transaction, by logging into your SambaOnline Account or by contacting SambaPhone Banking (+92-21) 11 11 SAMBA (72622). How long can I use my Samba Debit MasterCard? You can make purchases or withdraw cash until the expiration date shown on your card (which is 5 years after the issue date) or until your account balance is depleted. To add more funds to your account, visit your nearest Samba branch. How can I get a Samba Debit MasterCard? New customers can fill out the account opening form when opening an account. Existing customers can fill out a simple debit card application form at the branch where they maintain their account. The branch will process the request for card issuance and send a new card by courier in 7-10 business days to the address indicated on your bank record. 13 13
FAQs
Security How can I make a complaint? Just call SambaPhone day or night at (+92-21) 11 11 SAMBA (72622). You will be provided with a number to track your complaint. You may also visit any Samba branch or email us at Samba.Care@samba.com.pk We will ensure that you get a response within 7-15 working days depending on the nature of the complaint. We will ensure that you get a response within within 15 working days and 30 working days for fraud related complaints. What should I do if I want to dispute a transaction? You may notify us of errors or discrepancies in your transactions within seven (7) days of the transaction date. To dispute any Debit Card Retail/International transaction, a written request is required. Fill up a Debit Card complaint form from the branch or download it from our website. Disputed transactions will be filed/processed with MasterCard. The investigation may take from 45 to 180 days, or longer if pre-arbitration/arbitration is required. Where can I get an ATM PIN for my Samba Debit MasterCard? You will need to call SambaPhone for generation of your new ATM Pin. What should I do in case my Card is lost or stolen? It is important that you report the loss immediately by calling SambaPhone at (+92-21) 11 11 SAMBA (72622). Samba will immediately block your card and raise a request for a replacement card. You will receive your replacement card in 7 to 10 days via courier to your last indicated address. You are protected from any fraudulent transactions made on your card from the time you notify Samba. Who should I contact if I encounter any problems abroad? MasterCard Global Customer Assistance Service helpline numbers offer instant support. Dial the number for the country you are travelling to for general information and to report issues regarding your debit card. For global contact numbers, visit: http://www.mastercard.com/global/assets/docs/globalservice TollfreeNumbers. This user guide also contains a list of In-Country Toll-Free Telephone Numbers. 15 15
PLEASE DO NOT HAND OVER YOUR SAMBA DEBIT MASTERCARD TO ANYONE IN ANY SITUATION (E.G. FOR A CASH WITHDRAWAL LIMIT INCREASE OR WHEN YOUR DEBIT CARD IS CANCELLED, ETC.), WITHOUT CUTTING IT INTO TWO HALVES AND DESTROYING THE CHIP. Important Information For your protection, please sign on the back of your Samba Debit MasterCard with a ballpoint pen as soon as you receive it. Please read the Samba Debit MasterCard Terms and Conditions carefully. (+92-21) 11 11 SAMBA (72622) By signing and/or using your Samba Debit MasterCard, you confirm acceptance of the Terms and Conditions of the Samba Debit MasterCard membership. Please call SambaPhone at (+92-21) 11 11 SAMBA (72622) if: You have any queries related to your Samba Debit MasterCard Your welcome pack does not have your Samba Debit MasterCard in it The information printed on your Samba Debit MasterCard is inaccurate Your Samba Debit MasterCard is lost or stolen Chip Technology Security the Smart Chip embedded on the surface makes it a safer way to spend Technologically Advanced the embedded chip is not only capable of storing a large amount of data; it can also store personal data like medical records, driving license details, Identification Card Information and much more in the future! 8 8
5 2 1 3 4 Card Elements 5 2 1 MasterCard MasterCard MasterCar MasterCard MasterCard MasterCard M MasterCard MasterCard MasterCard Mas MasterCard MasterCard MasterCard Master MasterCard MasterCard MasterCard MasterCar MasterCard MasterCard MasterCard MasterCard M MasterCard MasterCard MasterCard MasterCard Mas MasterCard MasterCard MasterCard MasterCard MasterC MasterCard MasterCard MasterCard MasterCard MasterCar MasterCard MasterCard MasterCard MasterCard MasterCard M MasterCard MasterCard MasterCard MasterCard MasterCard Mas MasterCard MasterCard MasterCard MasterCard MasterCard MasterC MasterCard MasterCard MasterCard MasterCard MasterCard MasterCar MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard M MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard Mast MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterC MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard M MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard Mast MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterC MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard M MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard Mast MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterC MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard MasterCard 3 1. Debit Card Number: This is your exclusive and unique 16-digit card number. Please quote this number and the Card Title in all communications/ correspondence with the Bank. 4 2. Card Title: Only you are authorized to use your debit card. Please check to see that your name has been correctly printed on the card. 3. Valid From Valid Thru (mm/yy): Your debit card is valid until the last day of the month of the year indicated here. 4. MasterCard Logo: Any merchant establishment displaying this logo accepts your debit card worldwide. 6 10 5. Chip: The embedded chip makes it almost impossible to counterfeit your card. It works like a fingerprint and holds an extensive amount of information, including your account history. 6 7 10 7 11 11 9 8 9 8 6. Magnetic Stripe: Important information pertaining to your debit card is encoded here. Please protect your debit card from scratching or exposure to magnets and magnetic fields as they can damage the stripe. 7. Signature Panel: Please sign this panel immediately on receipt of your debit card with a non-erasable ball point pen (preferably in black ink). The signature you will use to sign charge slips at merchant outlets should be the same as this signature. (+92-21) 11 11 SAMBA (72622) 8. 1LINK Logo: 1LINK Logo: Your card can be used at all ATMs carrying this logo within Pakistan. 9. Overseas Customer Service: You can reach us anytime, anywhere from overseas at (+92-21) 11 11 SAMBA (72622). 10. CVV Code: This is the unique three-digit security code for your card. 7 11. Hologram: This Holographic logo is another measure that guarantees authenticity. 7
2003 2003 September 14, 2003 Saudi American Bank moves to full local management. To mark this important milestone, the bank officially adopts the name its loyal customers have been using for over two decades: Samba. Its legal name becomes Samba Financial Group. SAMBA HISTORY 2007 2007 Samba acquires a majority stake in Crescent Commercial Bank in Pakistan, obtains a license to operate in Dubai and creates SambaCapital, a new specialized investment house in Saudi Arabia. 2008 2008 Samba launches in Dubai and launches Samba Bank Limited branches across Pakistan. Samba also acquires licenses to operate in Qatar and as FII in India.