debit - The Co-operative Bank

Debit
MasterCard
all
you need to
know
USER GUIDE AND TERMS & CONDITIONS
1
Debit MasterCard
contents
Benefits of your Debit MasterCard......... 5
Getting started...............................................6
Understanding your card...........................6
Using your card.............................................. 8
Card security................................................. 10
Using your card overseas..........................12
Lost or stolen cards.....................................13
Terms & Conditions..........................................14
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We’re truly different from other banks – because
we’re owned by our customers and we’re built
on the idea of giving back. In fact, we’ve been
giving back to New Zealanders since 1928.
Because we’re a co-operative our main purpose
is to create prosperity for our customers, not
create profit for anyone else.
BENEFITS OF YOUR DEBIT
MASTERCARD
Your Debit MasterCard is safer, faster and
more widely accepted than an ATM card.
And, because you’re using your own money,
it gives you more control over your spending
than a credit card.
The Co-operative Bank
is the only
bank
in
New Zealand
• Shop online, over the phone and at stores
and ATMs around the world – anywhere
MasterCard is accepted.
to share
its profits
with its
customers
• Tap & go™ and speed through purchases
under $80, thanks to contactless payment
technology.
• The encryption chip makes your
information harder to copy.
• Transactions are monitored for fraud 24/7,
so we can contact you if we ever see
anything suspicious.
• Should your card fall into the wrong hands,
you’re protected under the MasterCard
Zero Liability Policy, provided you’ve taken
the right steps to look after your card and
account.
Welcome to The Co-operative Bank and
your new Debit MasterCard. Read on for full
information about your card and everything
you need to know to get started.
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5
1
Chip This encrypts
your information,
making it harder to
copy.
4
Contactless symbol.
This means you can
Tap & go at stores
that accept contactless
payments.
3
Your card’s
expiry date. We’ll
automatically send
you a new card
before this date.
5
MasterCard logo.
Your card is accepted
around the world,
online and over the
phone - anywhere
you see this logo.
6
Call this number
if you have any
questions about
your card.
7
Magnetic stripe. This
stores information to
validate your PIN so
you can use your card
at ATMs and EFTPOS
terminals.
Getting started
Sign your card now
After reading this brochure, sign your card
straight away. By signing your card and/
or using it, you agree to the terms and
conditions, and any fees and charges
associated with the use of your card. You
can find our Debit MasterCard Terms and
Conditions in this brochure.
2
Your Debit
MasterCard
card number.
Activate your card
For security reasons, you’ll need to activate
your Debit MasterCard. If your card already
has a PIN, you can activate it by using it
(with your PIN) at a store or ATM. If you’ve
requested a PIN to be mailed to you, it’s on
its way. If not, you can either load a PIN at
a branch near you, or give us a call on
0800 554 556 and we’ll send you one.
Understanding your card
Here’s what the numbers, logos, symbols and
panels on your new card mean.
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Signature panel.
Please sign your
card here.
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6
Card Security Code
(CSC, CVP, CVN or
CVV). You’ll need
to provide this
number when making
purchases online and
over the phone.
10
Cirrus symbol. When
you’re overseas, you
can use your card at
any ATM displaying
this symbol. Please
note that fees apply to
overseas transactions
– you can find further
details about these fees
on page 12.
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Using your card
EFTPOS and ATMs
Online and Phone
Your Debit MasterCard is accepted worldwide
at any merchant or ATM that displays the
MasterCard, Cirrus or Maestro symbols. When
you’re in New Zealand, simply select ‘CHQ’ or
‘SAV’ to indicate which account you want the
funds to come from.
To make purchases online or over the phone,
use your Debit MasterCard just like a credit
card. Select MasterCard and provide your
card number, the expiry date and the Card
Security Code on the back of your card. The
funds for online or phone transactions will
come from your nominated default account.
When you’re overseas however, select
‘CREDIT’ and enter your PIN or sign the
receipt. The funds for overseas transactions
will come from your nominated default
account. Please note that fees apply to
overseas transactions – you can find further
details about these fees on page 12.
Tap & go
MasterCard Privileges
Indulge in a broad range of local and global
experiences across dining, travel, retail and
entertainment, available to all MasterCard
holders. Visit mastercard.co.nz to check
out the world of offers open to you as a
MasterCard customer.
If your card has a contactless symbol, you can
use contactless payments to speed through
purchases under $80, without using your
PIN. At merchants that accept contactless
payments, simply tap your card against the
terminal to complete the transaction – a
status light will indicate that your payment
has been made.
For purchases over $80 you’ll still need to use
your PIN. Contactless transactions will draw
funds from your nominated default account.
You can use your Debit MasterCard to make
purchases overseas at merchants that accept
contactless payments. However, please
note that different limits and requirements
outside of our control may apply to overseas
contactless purchases.
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Card Security
Your Debit MasterCard is more secure than
an ATM card:
These simple rules will help you to keep
your card safe:
• Your card has a chip, rather than just a
magnetic stripe. The chip encrypts your
card information making it harder for
fraudsters to copy your details.
• Sign your card straight away.
• With contactless transactions your card
never leaves your hand, so there is less risk
of it being skimmed. When you Tap & go,
you may be asked from time to time to
enter your PIN or sign for security reasons.
• Debit MasterCard transactions are
monitored for fraud 24/7. So we’ll contact
you if we notice any suspicious activity on
your account.
• Never give anyone your PIN, or store it
near your card.
• Check your cards periodically to make
sure none are missing.
• Destroy and dispose of copies of receipts,
airline tickets, travel itineraries – anything
that displays your card number.
• When shopping online, look for sites with
a web address that starts with “https”,
a security and privacy statement, and a
return policy.
• If your card should fall into the wrong
hands, you’re protected under the
MasterCard Zero Liability Policy provided
you’ve taken the right steps to protect
your card and have adhered to the Card’s
Terms & Conditions in this brochure – visit
mastercard.co.nz for full details.
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Using your card overseas
Lost or Stolen cards
You can use your Debit MasterCard around
the globe – anywhere that MasterCard is
accepted. Here are a few things that you
should know before you go:
If your card is lost or stolen, please let us
know straight away.
• Be sure to load your PIN if you haven’t
already. You can do this in branch or call us
on 0800 554 556 and we’ll send you one.
• Check your card’s expiry date to make sure
it’s valid for the length of your trip.
• Call us on 0800 554 556 to let us know
where you’ll be travelling. We’ll make a
note of it in case our fraud system picks
up your overseas transactional activity as
suspicious.
• Keep a separate record of your card
number and the phone numbers to call if
your card is lost or stolen. This will make
it much easier should you find yourself
without your card.
• It’s a good idea to take a back-up form of payment just in case you have any trouble
with your card while you’re away.
As soon as you let us know, we can cancel
your card to prevent fraudulent use. You will
not be liable for any fraudulent use of your
card if you contact us immediately and you
have adhered to the Card’s Terms &
Conditions in this brochure.
• In New Zealand call: 0800 554 556
• If you’re overseas call: +64 9 526 2426
• Or, you can call MasterCard Global
Service™ on 001 636 722 7111 collect.
Getting a replacement card
We’ll do our best to get a replacement card
to you as soon as possible. If you’re overseas,
we can usually courier a new card to your
location. MasterCard can also help you with
emergency cash until your new card arrives.
For more information about MasterCard
Global Service, go to mastercard.co.nz
Foreign Currency Transactions
When you use your Debit MasterCard for
transactions in a foreign currency, you’ll be
charged a currency conversion commission.
The currency conversion commission is
calculated as 2.5% of the New Zealand dollar
value of the foreign currency transaction.
Please refer to our Fees brochure for full
information about overseas service fees that
may apply to your account.
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Terms and Conditions
Under our Terms and Conditions
you are required to:
• keep your Personal Identification Number
(PIN) secure,
These are your Co-operative Bank Debit MasterCard
Terms and Conditions. Please read these Terms
and Conditions and then keep this document in
a safe place.
Contents
Requirements...........................................................................15
• agree that your Card is the property of
The Co-operative Bank,
• sign your Card as soon as you receive it.
If you have any queries about your Debit
MasterCard, you can call us on 0800 554 556.
Receiving and signing your card
Liabilities....................................................................................18
Card transaction requirements........................................ 20
Contactless transactions.....................................................23
Card acceptance & limitations......................................... 24
Damaged or faulty Cards....................................................25
Fees and charges...................................................................25
Terms & Conditions set by third parties........................25
Card cancellation or change..............................................25
Transaction disputes.............................................................25
Variations of Terms and Conditions................................27
Definitions.................................................................................28
As soon as you sign or use your Debit MasterCard
you are deemed to have agreed to the Terms and
Conditions in this document.
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When you receive your Card you must immediately
sign it. You must not use your Card until you have
signed it. You must not send your Card overseas or
have any other person send your Card to you
overseas. Please contact us to find out about
sending a Card overseas or receiving a Card while
you are overseas.
Ownership of your card
Your Card and Card number are the property of The
Co-operative Bank. You must not copy or reproduce
the Card. If we tell you to return or destroy your Card
then you must do so.
Selecting your PIN
Your PIN enables you to use your Card in Electronic
Funds Devices such as ATMs and EFTPOS terminals.
When you select your PIN, you should choose a
number that you will be able to remember easily
as you must memorise it. You must not choose
unsuitable numbers such as birth dates, months
or years, parts of your telephone number, parts of
your Card number, or sequential or easily identified
numbers (e.g. 2345 or 2222). You must also not use
numbers from personal data such as your driver’s
licence or locker number, or other numbers easily
connected with you.
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We recommend using different PIN numbers for
different cards, other payment instruments or
equipment, e.g. security alarms and lockers.
Lost or stolen cards/PINs
From time to time we may replace/reissue you with
a Card with your existing PIN, which means you do
not need to visit a Branch to select a PIN unless you
want to change it.
• your PIN becomes known to someone else, or
Protecting your card and PIN
For your security, your PIN must not be:
You must notify us immediately if:
• your Card is lost or stolen,
• a record of your PIN is lost or stolen.
You will be required to provide information on how
the loss occurred.
• written down, especially not on the Card,
If you are outside New Zealand, please contact
MasterCard Global Service™:
• kept in any form with the Card, or
• 1800 627 8372 (US)
• disclosed to any other person, including the Police,
family members or bank staff, or
• 001 636 722 7111 (outside of US), or
• negligently or recklessly disclosed. You must
ensure no one can see you enter your PIN at ATMs
and EFTPOS terminals.
• go to mastercard.co.nz for each country’s number.
There may be a charge to your Account if a
replacement Card is required.
You must exercise every possible care to ensure the
safety of your Card and to prevent disclosure of your
PIN. You must not allow others to use your Card,
Card number or PIN. Always get your Card back after
using it. Do not leave your Card in an unattended
wallet, purse or vehicle or anywhere a thief could
remove the Card without being noticed (particularly
in night clubs, hotels or restaurants). If your Card is
lost or stolen together with your PIN, it can be used
for unauthorised transactions, which may result in a
loss to you.
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Liabilities
Your liability for losses which result from
lost/stolen Cards/PINs
Once you have told us that your Card has been
lost or stolen, or your PIN disclosed, either in
New Zealand or overseas, you will not be held
responsible for any unauthorised use of your
Card after that time, unless you have acted
fraudulently or negligently.
You will be deemed to have acted fraudulently
or negligently if:
• you have failed to reasonably safeguard
your Card,
• you have kept a written record of your PIN
on or with your Card,
• you have kept your PIN in a form that can
be readily identified as a PIN,
On behalf of the Bank, Westpac New Zealand
Limited (“Westpac”) provides a Fraud Monitoring
Service in relation to the Debit MasterCard card. You
consent to Westpac receiving personal information
about you to provide this service and communicating
with you directly if and when required concerning
the screening, detection and investigation of any
unauthorised access to, or potentially fraudulent
transactions on your accounts.
If your Card gives you access to an Account with a
credit facility, failure to look after your Card and PIN
could result in a substantial loss for which you could
be held responsible. There may also be a charge to
your Account if a replacement Card is required.
Liability for transactions charged to your Account
You are responsible for all transactions made with
the use of your Card or Card number.
• you have selected an unsuitable PIN,
You will be required to pay us the amounts on all:
• you have disclosed your PIN to anyone,
whether family or those in apparent authority
including bank staff, or let them use your Card,
• cash withdrawals and sales vouchers signed or
authorised by you or another cardholder on
your Account,
• you have unreasonably delayed notifying us
that your Card has been lost or stolen, or that your
PIN has been disclosed,
• mail, telephone, internet order or email
transactions and Cycle Payments authorised
by you or another cardholder on your Account,
• you have failed to take all reasonable steps
to prevent disclosure to any other person
when keying in your PIN, or
• EFT transactions carried out on your Account
using your Card(s) or the Card of another
cardholder on your Account,
• you have breached these Terms and Conditions.
• other transactions authorised by you or another
cardholder on your Account and approved by us.
In the above instances, your maximum liability
will be the lesser of:
• the actual loss at the time of notification, or
• the maximum amount that you would have been
entitled to withdraw from your Account between
the time your Card is lost/stolen and the time you
notify us.
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There are risks involved if you or another cardholder
on your Account initiate a transaction by mail
order, telephone order, internet or by email. You are
giving authority to the merchant to process an EFT
transaction or issue a sales voucher for the purchase
amount which will be debited to your Account.
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You should consider the security and standing of
the company or entity you are doing business with.
If you or another cardholder on your Account initiate
Cycle Payment transactions, i.e. if you agree with
a merchant that an amount will be debited against
your Account on a regular basis, then you are liable
for meeting those transaction amounts even if you
close your Account. In certain circumstances your
agreement with the merchant may authorise the
debiting of your Account with additional purchase
amounts without the need for your signature.
Provided these amounts have been incurred under
the terms of that agreement they may be charged to
your Account.
Incorrect or unauthorised transactions
If you think a transaction shown on your statement
is incorrect, you can dispute it by following the
procedures described in the section entitled
“Transaction disputes” later in this brochure.
In some situations, if you do not receive the goods
or services you have ordered with your Card or by
use of your Card number, or you have not authorised
a transaction, you may be able to get a credit for the
transaction from the merchant.
You may not stop payment of a Transaction made
using your Card. There are limited circumstances
under which we can reverse a transaction which will
be subject to the rules of MasterCard. For example,
we cannot reverse a transaction where there is a
dispute with a merchant about the quality of goods
and services. We will not be responsible for the
goods and services supplied by any merchant, and
any complaints you have with the merchant must be
resolved by you with the merchant concerned.
Electronic Funds Transfers will be debited to your
Account on the day the transaction is made, or as
soon as possible thereafter, subject to our right
to vary the date of debiting due to circumstances
beyond our control.
When you use your Card in an Electronic Funds
Device, the transaction will be processed as soon as
we are notified by the bank that owns the Electronic
Funds Device you used.
Card transaction requirements
Unless you are advised otherwise, when systems
are fully operational, the daily transaction limits
for EFT transactions made with your Card, subject
to your available credit limit and available funds in
your nominated Account(s) and any applicable limit
imposed by a particular merchant, are a maximum of:
Use of your Card constitutes an irrevocable order to
us, and you may not stop payment of a transaction
made using your Card.
• $4,000 for EFT transactions from all Accounts that
can be accessed by your Card, or
• $4,000 for ATM cash withdrawals from any
Account, or combination of Accounts, that can be
accessed by your Card, plus
• other EFT transactions from all Accounts that
can be accessed by your Card, up to a maximum
of $4,000, less the amount of any ATM cash
withdrawals made in the same day.
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You will be obliged to pay any amounts debited
to your Accounts which exceed the daily EFT
transaction limits. In addition, there may be a daily
limit on the number of EFT transactions you may
make using your Debit MasterCard. In respect of
Off-line Funds Transfers, any voucher signed or
authorised by you shall be authority for us to process
the transaction to your Account. The transaction will
be processed as soon as we receive it.
If you initiate a transaction with your Card by mail
order, telephone order or via the internet you
are authorising the merchant to process an EFT
transaction or issue a sales voucher for the purchase
amount, which will be debited to your Account.
If you initiate Cycle Payment transactions i.e. if
you agree with a merchant that an amount will be
debited against your Account on a regular basis,
then you are liable for meeting those transaction
amounts even if you close your Account.
The acceptance of an Electronic Funds Transfer or
an Off-line Funds Transfer is not a representation
by us that you have sufficient funds in your Account
to cover the transfer of funds. Where a transfer
overdraws your Account, normal overdraft charges
will apply. Details of these overdraft charges are
available from www.co-operativebank.co.nz
or by calling us on 0800 554 554.
You are liable for meeting the transaction amount.
If you wish to dispute a transaction on your Account,
you may do so. See the section on ‘Transaction
disputes’ later in this brochure.
In addition to these Terms and Conditions, the use
of your Card is also subject to the conditions which
apply to your Account(s). For example, you agree
not to use your Card beyond your available funds
on any nominated Account (including any
overdraft limit).
Contactless transactions
Your Card has contactless payment technology built
in. Contactless payments are available at terminals
where you see the contactless logo.
To pay for purchases under NZ$80 in New Zealand,
you can simply ‘tap’ your Card against a card reader
on a Contactless Terminal without using your PIN or
signature. Tapping your Card is you agreeing that
the transaction amount is correct and authorising
payment to be made from your nominated Account.
For purchases over NZ$80, a PIN or signature will
be required. A different threshold may apply in
other countries.
If an Off-line Funds Transfer is processed to an
Account that has been closed or is open and there
are insufficient funds to permit the transaction,
we will not be deemed in any way to have
consented to that transfer.
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Card acceptance & limitations
Damaged or faulty cards
In New Zealand, your Card will be accepted in any
ATM or Electronic Funds Device or by any merchant
displaying the MasterCard symbol. Overseas, your
Card will be accepted at ATMs, banks and merchants
displaying the MasterCard symbol and at any
Electronic Funds Device displaying the MasterCard
or Cirrus or Maestro symbol. However, we will not be
held liable if any bank or merchant either refuses to
accept the Card or will not allow the Card to be used
to purchase particular types of goods and services
available at the premises. We will not be responsible
for the goods and services supplied by any merchant.
Any complaints you have with the merchant must be
resolved by you.
In the event that your Card becomes damaged or
faulty, we will issue you with a new Card when you
return the damaged/faulty Card to us, together with
a description of how the damage or fault occurred.
There may be a charge to your Account for this
replacement Card.
The use of your Card for foreign currency
transactions may be subject to exchange controls or
other government requirements and additional costs
may be incurred.
MasterCard processes and converts into
New Zealand Dollars, cash withdrawals, purchases
and/or charges made in foreign currencies at the
rate(s) of exchange fixed by MasterCard.
Fees and charges
You agree to pay all fees and other charges
relating to the use of your Card. Fees and
charges that may be incurred and charged to your
Account are subject to change, and are outlined at
www.co-operativebank.co.nz and in our Transaction
and Service Fees brochure available from any
Co-operative Bank branch.
Terms & conditions set by third parties
In addition to these Terms and Conditions, the use
of your Card in an EFT terminal is subject to the
conditions imposed from time to time by other
financial institutions that are parties to any EFT system.
Card cancellation or change
Transactions made in United States Dollars are
converted directly into New Zealand Dollars.
MasterCard converts transactions made in any other
foreign currency into United States Dollars before
converting them into New Zealand Dollars. Certain
transactions made in Australia may be converted
directly into New Zealand Dollars.
We may cancel your Card at any time without prior
notice. We may also change your Card to another
scheme or branded Card at any time and, where we
consider it necessary or appropriate, cancel the Card
your new Card replaces. If you are notified that your
Card has been cancelled, you are required to cut your
Card in half and return it to any Branch. You may
cancel your Card by notifying us in writing, cutting
the Card in half and returning it to any Branch.
A foreign currency fee will be charged by us on any
such foreign currency transaction in addition to any
fee charged by the merchant.
Transaction disputes
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Where you have a dispute with a merchant regarding
a transaction, we may require you to speak to the
merchant first to try to resolve the situation and
provide us evidence of this. Where you cannot
resolve the situation with the merchant or you
believe the transactions have occurred resulting
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from either unauthorised access to, or potentially
fraudulent transactions on your Account(s), you will
need to notify us of a disputed transaction within
the time period stated below.
investigation, we believe the charge or transaction
should remain, we will contact you to inform you
of our reasons and whether a transaction dispute
service fee will be charged.
You are responsible for checking your transactions
to ensure their accuracy, and advising us of any
mistakes which can include, but are not limited
to, incorrect, invalid or unauthorised transactions,
even if you are not at the address to which you
have requested us to send statements. If you do not
notify us of a disputed transaction within the time
period stated below then the charge or record of the
transaction will remain on your Account.
If you have followed our internal complaints
procedure and you are still not satisfied with the
outcome of the investigation, you may refer the
matter to the Banking Ombudsman. In respect of
disputes between merchants and cardholders, refer
to the ‘Card transaction requirements’ section earlier
in these Terms and Conditions.
If you want to dispute any transaction recorded on
your Account, you must notify us within 60 days of the
transaction occurring. You’ll be required to provide us
details of the transaction you’re disputing which may
require you providing evidence of your attempt to
resolve the dispute with the merchant directly.
Once you have met the above disputed transaction
notification requirements we will investigate the
matter and acknowledge your complaint within five
business days. Failure to report the incorrect, invalid
or unauthorised transaction within 60 days will
mean we cannot reverse the transaction and you will
have to pay for it.
Variation of Terms and Conditions
We reserve the right to vary these Terms and
Conditions at any time.
Notice of any such changes to these Terms and
Conditions will be given at least 14 days in advance
in accordance with the Code of Banking Practice.
The Code of Banking Practice is available at any
Co-operative Bank branch or online at
www.co-operativebank.co.nz
Where it is established that an error did occur
(whether it was the disputed transaction complained
of, or not) it will be corrected, and you will be
advised of any appropriate adjustments which
will be made to your Account. If, as a result of our
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Definitions
Cycle Payment
Bank, we, us, our or Co-operative Bank
means a payment which you authorise a merchant
to debit against your Account on a regular basis.
means The Co-operative Bank Limited.
you or your
Electronic Funds Device
means your nominated Co-operative Bank
account from which funds may be withdrawn
by using your Card.
in New Zealand, means any Branch Terminals, point
of sale terminals or automatic teller machines
(ATM) approved by us as a device in which the
Card may be used in accordance with these Terms
and Conditions within New Zealand. Overseas,
Electronic Funds Device means any Electronic Funds
Device displaying the MasterCard, Maestro or Cirrus
symbols.
Branch
Electronic Funds Transfer (EFT)
means any Co-operative Bank branch.
means the process by which funds are withdrawn
electronically from your Account. You authorise
an Electronic Funds Transfer by using your Card
with your associated PIN, and making Contactless
Transactions under $80 (NZD) with no PIN, at an
Electronic Funds Device.
means the Account holder or cardholder,
depending on the context.
Account
Branch terminal
means each of the computer terminals installed
at the service counters at our branches.
Card
means your Co-operative Bank Debit MasterCard
or, as the case may require, such other scheme
or branded card as may be issued to you from time
to time under these Terms and Conditions.
Contactless Terminal
means an EFT terminal which can be used to
make Contactless Transactions.
Off-line Funds Transfer
means the process by which funds are withdrawn
from your Account when an Electronic Funds Device
is out of operation or a merchant does not have EFT
facilities. You authorise an Off-line Funds Transfer
by signing or authorising the issue of an off-line
payment voucher.
Contactless Transaction
means a transaction made by holding your
Card close to the card reader on a Contactless
Terminal without having to insert or swipe
the Card.
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want to
know
more
or have
any
questions?
Come and see us at your local branch,
visit us at co-operativebank.co.nz
or call us on 0800 554 556
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CS 79/05/15