Credit Card

1. Introduction:
The term "credit card" generally refers to a plastic card assigned to the cardholder,
usually with a credit limit, that can be used to purchase goods and services on
credit or obtain cash advances. Credit cards allow cardholders to pay for purchase
made over a period of time, and to carry a balance from one billing cycle to the
next. Credit card purchase, normally become payable, after a free credit period,
during which no interest or finance charge is imposed. Interest is charged on the
unpaid balance after the payment is due. Cardholders may pay the entire amount
due and save on the interest that would otherwise charge. Alternatively, they have
the option of paying any amount, as long as it is higher than the minimum amount
due, and carrying forward the balance.

2. Business Objectives:
2.1. The Bank issues International VISA card that empowers Bank's customers to make
purchases both on internet and at merchant establishments with POS terminals
across the globe, wherever VISA logo is displayed. It is a very important product as
it complements other products such as POS and payment gateway and forms
potential source for fee based income.
2.2. In order to increase the fee based income using Credit Card as a tool the following
areas of operations have to be given special emphasis.
2.2.1 Expand the card base of the Bank.
2.2.2 Ensure good quality of cards by adhering to the laid down systems.
2.2.3 Ensure that the Bank evolves dynamic and flexible changes in products and
facilities to cardholders in order to remain competitive in the market.
2.3 Adopt complete transparency in operations by regularly informing cardholders about the
various terms and conditions for card issue, various charges applicable and the
developments in credit card operations from time to time.
2.4 Outsourcing of routine operations.

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 2.5 Ensure that the operations are conducted in such a manner that risk areas are mitigated
and minimized at every level of operations.

3. Features of the Credit card

 No annual/renewal charges.
 Introduction of mobile alerts.
 Email statement facility
 De-activation of cards which was not use for one year.
 3 factor authentication for domestic online transaction.
 Web interface for credit card holder which enables inquires, generate and print statement, make
service request, view unbilled transactions etc.
 EMI scheme for credit card
 20-50 days free credit period
 Offsite surveillance through VAA/VRM
 U-control app for customer empowerment

4. Issuance of Credit Cards:

4.1. Bank issues Credit Cards to its Account holders only, who fulfill all the KYC norms. The
cards can be plastic cards or virtual cards.
4.2. On selective basis, cards can also be issued to Non Account-holders after taking into
consideration credit worthiness and repayment capacity of the customers.
4.3. Branch Managers can evaluate as per the eligibility norms and scoring module in the
application and calculate the card limit. The sanctioning authority can consider and
sanction credit card limit up to 20% of annual income normally. If the card limit falls
within the delegated sanctioning powers of the Branch Manager he/she can send the
application directly to the credit card department. However if the limit exceeds the
delegated sanction powers or proposal having deviation, the same needs sanctioned by
Regional Head. The Delegated powers to sanction card limits are detailed below:

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 Branch Head For Customers(in Rs) For Staff(in Rs)

BH - Scale I 1.50 lakh 1.50 lakh

BH - Scale II 2.00 lakh 1.50 lakh

BH - Scale III 3.00 lakh 1.50 lakh

BH - Scale IV 5.00 lakh 2.00 lakh

BH - Scale V 5.00 lakh 2.50 lakh

BH - Scale VI 7.50 lakh 2.50 lakh

RLCC II (CM) 6.00 lakh 2.00 lakh

RLCC II (AGM) 7.00 lakh 2.50 lakh

RLCC I (AGM) 8.00 lakh 2.50 lakhs

RLCC I (DGM) 10.00 lakh 3.00 lakh

ZLCC I 20.00 lakh

CAC III 30.00 lakh
CAC II 50.00 lakh
CAC I 75.00 lakh
Board No Ceiling

EMI Scheme
The primary requirement for EMI is as under:

 The minimum transaction amount which can be converted to EMI is Rs 5000.00

 The eligible card holders will be those who have not missed two consecutive payments in the
entire card life cycle.
 EMI tenure is 3/6/9/12/18/24 months as per convenience of the card holders with Rs. 12% per
annum.
 EMI facility is available in pre authorization as well as post authorization at point of sale and also
through customer interaction centre.

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4.4. Staff Members will be eligible for credit limit of 20% of their Net Annual salary as per the
latest pay slip/Form 16/ITR , subject to maximum limits as under:

Category Type of Card Max. Limit

Sub Staff Rupay Platinum Rs 50000.00
Clerical Staff Platinum/Select Rs 100000.00
Officers (Scale I-III) Platinum/Select Rs 150000.00

Scale IV Select/Signature Rs 200000.00

Scale V and Scale VI Signature Rs 250000.00
Scale VII Signature Rs 300000.00
The delegated authority can sanction higher limit on case to case basic based on

 Latest ITR/Latest Salary Slip

 Credit Card Limit-backed by security

4.5. While sanctioning Credit Cards limits, it shall be ensured that the applicant is not a
defaulter either in our Bank or at any other bank. However this clause may be waived in
exceptional cases, keeping in view our business relationship with the applicant and must
be approved not below ZLCC.
4.6. Credit Risk shall be assessed while issuing Credit Cards. Credits Cards shall be issued
with a specific Card Limit, commensurate with the financial standing, credit worthiness,
business relation of the applicant with the Bank and repayment capacity of the
applicant. The issuance of the cards is subject to satisfactory CIBIL score. The CIBIL Score
varies time to time at present the minimum CIBIL score required for issuance of credit
card is 650.
4.7. Add on cards can also be issued to the spouse / children of the applicant on written
request of the applicant, provided they have a PAN Card and fulfill our age criteria.
Maximum 3 add-on cards can be issued.
4.8. Bank shall not issue any unsolicited cards.
4.9. Bank will convey, in writing, the reason which in opinion of the bank have led to the
rejection of the credit card application.

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4.10. Presently Bank is issuing credit card to the account holders only, through its branch
network and as such do not engage the services of Direct Selling Agents/Direct
Marketing Agents (DSA/DMA).
4.11. CCARD menu in Finacle: Bank has introduced new menu CCARD in finacle. The menu has
been introduced to reduce the TAT in credit card issuance, to curtail postage
expenditure and eliminate transit related risk. Branch can check the status of credit card
application by using CCARD menu, option “k”. In case of rejection details of rejection are
also mentioned. PAN validation is mandatory in CCARD.

5. Variants of Credit Cards:

5.1. Presently the Bank is only issuing- Platinum, Signature, Select, U-Secure and Combo
cards. The cards are designed to cater the needs of various segments of the
customers, white the Classic cards and Silver cards are designed for middle income
group. Gold card designed to higher income group and Platinum cards have been
designed for HN1 customers with added lifestyle benefits. The following table
provides norms being followed for different variants.

Visa
VISA/Rupay Rupay
Parameter / Variant Signature/R U-Secure
Platinum Combo
upay Select
Age - Salaried 21-60 21-60 21-60 21-60
Age – Professional 21-65 21-65 21-65 21-65
10,000 to
Minimum Limit Less than Rs 1.00 Lakh 0.10 lakhs 1.00 lakhs
1 Lakh
Based on Term
Minimum Annual Salary
2.50 lakh 5.00 lakhs Deposit/ Security 5.00 lakhs
/ Income
Deposit

5.2.Credit Cards are also issued as per its SB Tier Product Customer as per the categories relaxing
the minimum age from 21 to 18 to facilitate Gen Y Customers. Similarly the upper age is
also relaxed under SB Tier product scheme. Limit is given based on categorization Classic/
Silver / Gold/ Platinum/ Signature/Select.

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5.3.Bank also issues credit cards where the income and other criteria are not met, based on
security provided in the form of Fixed Deposit, however ensuring that the expiry date of
credit card is before the maturity date of the deposit and card issued is U-secure credit
card.

5.4.Corporate Credit Card: Bank is issuing Corporate Credit Card to companies having
excellent track record. The terms of issuance of Corporate Credit Cards are as under:-
5.4.1. Corporate Credit Card to companies having excellent track record with a minimum net
worth of Rs.1.00 Cr. and consistent profit for last 3 years.
5.4.2. Overall spending limit to be 2% of the tangible net worth with a minimum of Rs 1.00 Lac
and the upper limit is generally derived from the financial results of the company. The
bills will be raised on the company and debited to the company's account.
5.4.3. The Corporate Cards will be issued as Add on Cards to the main card (which will be in the
name of the company-add on card will be issued in the name of the executives).
5.4.4. Board resolution to be obtained for issuance of such cards to the Executives so named in
the resolution and incurs the expenses on behalf of the company to be charged to
Company's account.
5.4.5. No Cash withdrawals are to be permitted.
5.4.6. The bills will be raised on the Company and debited to Company's account.
5.4.7. The personal details of the Executives for whom the Corporate Cards are required to be
furnished.
5.4.8. The Delegated powers to sanction card limits are detailed below:

Branch Manager Amount in Rs.

Scale I 1.00 Lakh

Scale II 2.00 Lakhs
Scale III 2.00 Lakhs
Scale IV 5.00 Lakhs
Scale V 10.00 Lakhs
Scale VI 15.0 Lakhs
For all Corporate cards above the delegated credit limit, Branch Head has
recommend it to higher authority

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 Branch Manager Amount in Rs.

SLCC II 5.00 Lakh

SLCC I 10.00 Lakhs
RLCC II ( CM) 5.00 Lakhs
RLCC II (AGM) 10.00 Lakhs
RLCC I (AGM) 15.0 Lakhs
RLCC II (DGM) 20.00 Lakh
ZLCC I 30.00 Lakh
CACC III 40.00 Lakh
CACC II 1.0 Crore
CAC I 5.0 Crore
Board No Ceiling

5.5.The overall Corporate Credit limit will be sanctioned by Branch Manager / Asst. General
Manager/ Regional Head along with the other credit limits to the corporate. Multiple
Individual Cards can be issued in the names of different officials/executives of the
Corporate with different sub-limits as per their requirements - however, within the total
Corporate Credit card limit sanctioned.
5.6.Bank also issuing Petrol Cards and Corporate cards to its senior executives beyond scale IV,
following the under- mentioned norms.
5.6.1. While the present limit permitted for petrol card is as under
Type of vehicle Limit of Credit card
CNG Rs.20000
Petrol Rs.25000

The limits allowed for Corporate Card are as under.

Designation Corporate Card Limit (Rs.)

Managing Director and CEO 2.00 Lakhs

Executive Director/CVO 1.00 Lakh
Field General Manager 50,000

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 General Manager 35,000
Deputy General Manager - Field 25,000
Deputy General Manager/Deputy Zonal
20,000
Head CO & Administrative Offices
Asst. General Manager- Field/Saral 15,000
Asst. General Manager /Deputy Regional
10,000
Head (AGM) - Admin. Offices

5.6.2. The Executives are entitled to the fixed spending limits annually as mentioned above for
the period from April to March.
5.6.3. In case an executive is transferred from the field to the administrative office or vice versa
during a financial year, limit applicable to Field is allowed for that financial year.
5.6.4. In case an executive is promoted during a financial year, the limit applicable to the
promoted designation is allowed effective from the date of promotion.
5.6.5. The cards are issued with a validity of 3 years.
5.6.6. The Support Services department in case of Central Office and P&D in respect of other
administrative offices and branches will take care of controlling the expenditure and
making the Corporate and Petrol credit card payments.
5.6.7. While the Petrol card bills are paid on monthly basis and the limit is allowed to revolve,
the Corporate Cards will be on non-revolving basis. Hence, the SSD at C O and SSD
departments in administrative offices/Branches would maintain records and make
payment on monthly basis for Corporate Cards.

5.7- VISA Signature Credit Card

To cater the needs of our HNI customer bank has introduced VISA signature card. The
interchange earned by the bank will be on the higher side as compare to Platinum cards and
cards comes with added lifestyle benefits for customers. The silent features of Signature card
are as under:

 Credit limit is Rs 1.00 lac and above.

 Free Airport Lounge access at selected domestic/international airport- as per the scheme of
card network i.e. Visa/Master/RuPay.

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  4 reward points on Rs 100 spent
 10 % discount on dinning over 1200 restaurants.
 Other features like gift vouchers from various merchants from time to time.
 Accidental benefit of Rs.8.00 lacs for other than Air & Rs. 10.00 lacs for Air accident.

Target group & Purpose

In order to popularize the credit card to our HNI client some differentiation in Credit card
Segment was the need of the hour and in order to fulfill the requirement Signature card has
been introduced.

5.8 U secure Credit Card

The Silent features of U secure card are as under:

Limit will be 80% of the term deposit

Minimum limit will be Rs 25000/ and maximum cap will be Rs 5,00,000/-
Lower finance changes on roll over amount 1.3% per month
Exclusive offers from Visa on travel/entertainment and dinning
The delegated Authority-

Branch Manager Amount in Rs.

Scale I 1.50 Lakh

Scale II 2.00 Lakhs
Scale III 3.00 Lakhs
Scale IV 5.00 Lakhs
Scale V 5.00 Lakhs
Scale VI 10.00 Lakhs
RH Scale V 5.00 Lakhs
RH Scale V 15.00 Lakhs
FGM 20.00 Lakhs

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 Target group & Purpose

The U-secure card was targeted to fulfill the need of customers who do not have IT return/lower Cibil
Score/ Individual not having PAN card/ person not filling up the age criteria/Students etc.

5.9 RuPay Credit Card

Union Bank of India in association with NPCI is launching two variant of RuPay Credit Card viz. RuPay
Platinum and RuPay Select Credit Card. Our Bank is the first Bank to launch these products. The
features of two variant of RuPay Credit Card viz. Platinim(Premium Category) & Select (Super Premium
Category) is as under-

Variant /parameters Select (Super premium) Platinum(Premium)

Personalized YES YES

Aadhaar enabled Yes- on fourth line embossing Yes- on fourth line embossing

Insurance amount Rs.10 lakhs for loss of life(Air) Rs.8 lakhs for loss of life(Air) Rs.5 lakhs
Rs.8 lakhs (other than Air) (other than Air)

Lounge Program 4 free access per year in 300+ No

cities across world

Fuel Surcharge waiver Max Rs 75/- per card per Max Rs 75/- per card per month
month

Utility Bill cash back Max Rs 50/- per card per Max Rs 50/- per card per month
month

Mobile Wallet cashRsRs.50/-per month for minimum

Rs Rs.50/-per month for minimum

back transaction of Rs 500/- tratransaction of Rs.500/-

IRCTC-cash back offer Rs.50/- for minimum transaction

Rs.Rs. 50/- for minimum transaction of
of of Rs300/- Rs Rs. 300/-

5.10 Combo Card

Our Bank has introduced a new Card Variant with dual features in One Physical Card Naming “Combo
Card”

The Features of Combo Card Are –

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 i. It is a 2 in 1 Card that has the features of both Debt Card As well as Credit Card in Single Card
ii. It has two different Card Numbers, Two different EMV Chips, Two Magnetic Strips & Two Different
CVV Numbers for Debit and Credit Cards.
iii. Separate PIN is linked with debit and credit cards for their respective Authorization
iv. Indication on two horizontal ends of the Card is available to enable the Customers to choose Credit
or Debit Cards.
v. Can be applied through CCARD menu under option COMBO.
vi. One Time charges of Rs 200/- will be debited while applying for the Card.

Target Group
Corporate, Salaried and Professional Customer

6. Issuance of Co-branded / Affinity cards

6.1.Bank may issue co-branded cards for sponsor bank or other banks, included co-operative
banks, as per its business requirements.
6.2.Bank may also consider issuing co-branded cards for reputed institutions as per its business
requirements.

7. International Usage:
7.1.Bank's Credit Card is basically an International Card valid both in India and abroad. As per RBI
mandate the Card which can be used internationally is Chip and Pin based card.
7.2.As per RBI mandate Purchase of goods or ATM withdrawals abroad is in strict accordance with
the Exchange Control Regulations of the RBI prevailing from time to time and action under
FEMA 1999. Currency conversion charges and ATM usage charges as applicable on such
transactions is recovered from cardholders.

8. Delivery of Cards:
8.1.The Credit Card section obtains the duly sanctioned applications from the branches and
Regional Offices, scrutinizes the applications and processes them for CIBIL score. The
applications are then sent to the service provider for issue of personalized cards.

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 8.2.The service provider directly sends the cards along with the collaterals, card holder
information, most important terms and conditions to the card holder directly by courier /
post.
8.3.The PIN is dispatched separately one day after issuance of card directly to the customer by
post.

9. Fair Practices Code and Most Important Terms and Conditions:

9.1.Bank had adopted the Fair Practices Code suggested by BCSBI and implemented the same in
the Credit Card Operations
9.2.The cardholders shall be clearly informed about the Most Important Terms and Conditions
(MITC) covering details such as, charges, card limit, billing procedure, loss/ theft / misuse
of card etc through user manual.
9.3.Presently there are no annual charges, joining fees for credit cards. Cardholders shall be kept
informed of charges at frequent intervals. Any changes in charges shall be made with
prospective effect giving one month notice to the cardholders.

10. Post-issue monitoring:

10.1. In order to prevent the misuse of cards, Credit Card section shall observe the following
monitoring mechanism.
10.1.1 In case some of the cards and PIN mailers returned undelivered for some reason,
the Credit Card section shall ascertain the reasons for such non delivery and
shall promptly take steps for resending the cards and PINs to the customer. The
card will be deactivated immediately to prevent misuse. The customer upon
receipt shall call the designated number and get his card activated or confirm
receipt of the card.
10.1.2 Credit card section shall diarize the due date and ensure issuance of fresh cards on
renewal promptly - before expiry of the card.

11.Accounting Process:
11.1. Whenever a card holder makes a transaction, it is routed through Visa. At the end of the day
say at mid night 1200 hrs, Visa would make a settlement and provide transaction wise
details to each of the issuing and acquiring banks. Visa would also work out the

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 interchange income receivable by issuer banks in respect of the transactions and include
the same while making the settlement.
11.2. Bank would maintain two accounts with Bank of America - one for domestic transactions
and the second for international transactions. The net amount payable or receivable is
settled in the respective account maintained with Bank of America, depending on the
location of the merchant.
11.3. Bank would maintain minimum balance of Rs.1.00 lakh in each of the accounts and would
fund the accounts everyday on the basis of spends by our card holders, received from
Visa/NPCI through ATOS World line.
11.4. The service provider (M/S ATOS) managing the Credit Card portfolio of the Bank would
maintain card-wise accounts based on transaction details received from Visa.
11.5. Bank would control the amount of settlement in Suspense account and also reconcile the
accounts maintained with Bank of America. Thus the credit cards receivables are
controlled in Finacle under Suspense account.
11.6. The service provider would provide details of transactions and income to the Bank, which
will help the Bank in reconciling the suspense account and also the accounts maintained
with Bank of America.
11.7. The outstanding in the suspense account should tally with the sum of the credit card
receivables and income earned.
11.8. The service provider would work out card wise service charges and interest, prepare
account statements as per the billing cycle and inform such details to the Bank.
11.9. Bank would pass the entries to income account periodically, for the interchange income
earned as well as interest and service charges.

12. Rewards:
12.1. In order to encourage usage of the cards in POS and Internet, Bank can consider
formulating schemes for rewarding the customer, which may include Cash Back/gift card.
12.2. The Bank has engaged the services of M/s Loyalty Rewardz Management Pvt. Ltd. to
manage the end to end activities in Reward Program. The card holder can either visit
www.UnionRewardz.com or can call customer care to access their Union Rewardz
Account.

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 12.3. The redemption options vary time to time and conveyed to the customer by email.
Maximum 500 Union points is required for redemption.
12.4. Reward points will not be applicable for Executive Petrol & Corporate cards.
12.5. Bank may also allow some merchants to declare rewards/cash back on usage in addition to
the regular rewards points as per bank’s scheme. Such additional rewards points would be
at the cost of the respective merchants.

13. Insurance coverage to the Card holders:

13.1. The card holders are covered under group insurance in case of accidental death and
the insurance charges are borne by the bank.
13.2. Bank takes insurance policy based on the lowest premium per card every year as such
the insurance agencies may changed from time to time.
13.3. The accidental benefit varies time to time and at present the benefits are as under:

Card Type Accidental Death Accidental Death (Air)

Classic Rs 1.00 Lakh Rs 2.00 Lakhs
Silver Rs 2.00 Lakhs Rs 4.00 Lakhs
Gold/Platinum/U Secure Rs 5.00 Lakhs Rs 8.00 Lakhs
Signature/Select Rs 8.00 Lakhs Rs.10.00 Lakhs

13.4. The accidental death is to be reported within 3 months of the date of death and
following are the Eligibility criteria for lodging Insurance claim.
13.4.1. Death of card holder should be accidental death.
13.4.2. Credit card issued should be in active status
13.4.3. Credit Card should have been used at least once

14. Bill Processing:

14.1. Monthly bills is prepared on the 20th of every month showing the summary of
transactions in the card account from 21st of previous month to 19th of present
month and bills shall be dispatched to card holders on the 21st day of every month.
14.2. The e-statement is also sent to the card holder to the registered e-mail address in a
password protected mode using the data, known to the card holder only.

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 14.3. One SMS is also sent to the card holder in his registered mobile number informing the
billing amount and the due date and reminder is also sent before due date.

15. Payment of bills:

15.1. The due date for payment of bill shall be 10th of every month.
15.2. The cardholders shall be given the options to pay –
 Entire card dues,
 Minimum Payment Due which is the 10% of the total billing amount or
 Any amount between MPD and total dues.
15.3. The card holder have following options to make the payment.
15.3.1. Pay cash at any of the branches
15.3.2. Deposit check in any of the branches.
15.3.3. Standing instructions for auto debit of the account on due date.
15.3.4. Make online payment through his/her account internet banking.
15.3.5. Payment through Mobile banking.
15.4. Bank shall encourage online payment mode as a preferred option.
15.5. GST will be applicable on banking services availed.
15.6. Credit card bill payment through CCARD menu, features of the Payment
option in CCARD menu as under—
15.6.1. cash receipts can be directly made through CCARD menu
15.6.2. Direct debit from customer account
15.6.3. payment through own bank cheque

16. Waiver of Charges

16.1. Many a times, customers represent for waiver of charges usually for the following
reasons
16.1.1. Statement not received/ received late
16.1.2. Payment made in time but not reflected in card account
16.1.3. Auto debit instructions not carried out
16.1.4. Wrong card No. mentioned by branch while receiving payment

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 16.1.5. Charge back of disputed transactions
16.1.6. Problem in connectivity/strike etc.
16.1.7. Amount debited late in the A/c by branch

16.2. Upon request by the customer the fact is counterchecked and the charges (including
late payment and interest) are reversed in genuine cases. The amount waived is
credited back to the customer's credit card account and is reflected in the next
billing statement.
16.3. Bank may consider adopting such processes and authorize Call Centre in-charge (Bank's
officer) to waive the charges for one month subject to a maximum of Rs.1000.00.
16.4. Assistant General Manager/ Deputy General Manager - Digital Banking Department be
delegated with authority to waive charges up to Rs.3,000 (Rupees Three Thousand only) .
Approval of waiver amount beyond Rs 3,000.00 is to be obtained as per the following
delegation (as per I C 01432-2018 dt. 27.12.2018).

Delegaton Amount in Rs
CAC III Above Rs. 3000 upto Rs. 5000
CAC II Above Rs. 5000 to Rs. 10000
CAC I Above Rs. 10000

17. Recovery Management:

17.1. Bank shall remind the card holder and follow-up of all regular accounts to ensure
timely payment of the due.
17.1.1. On the 5th day of every month, Bank generates a List of all the accounts, where
payments are not received and sends a SMS to the card holders reminding about
the payment amount due and the due date which is on 10th day of the month.
17.1.2. On the 9th day of the month, Bank generates another list where payments are not
made even after the 1st SMS and sends a second SMS reminding the card holder.
17.1.3. On the 15th day of the month, Bank generates the list of defaulters and sends an
SMS with a notification that additional penal charges will be levied on the total
outstanding in the next billing.

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 17.2. Bank closely follow-up all the overdue under Standard Assets on a continuous basis to
avoid fresh slippages
17.2.1. Credit Card Section shall send Notification SMSs regularly when an account
became overdue.
17.2.2. The authorization of such cards where payment is not received within 60 days past
due date is blocked.
17.2.3. The respective branches receive a statement from the Credit Card department
about the default in cards issued on their recommendation seeking their help in
such cases where payment is not received within 90 days past due date.
17.2.4. In addition, Credit card section shall follow-up with the card holder, making
telephone calls, where payment is past its due date by 30 days.

18. NPA Management of Card Dues:

18.1. While follow-up of the dues is a continuous process, the reasons for default should be
examined and all the possibilities for recovery of dues should be explored, which
may include waiver of charges, compromise settlements, engaging recovery agents
and legal action through suit filing.
18.2. Waiver of interest and charges as a part of compromise settlements in the process
of recovering the dues in cases which have become NPA need also to be considered.

18.3.Compromise proposals may be entertained wherever the recovery of entire dues

is difficult and time consuming, taking into consideration the following aspects.
18.3.1. Financial capability of the cardholder
18.3.2. Death of the cardholder where the family members are coming forward to pay
the over dues under compromise.
18.3.3. Changed circumstances beyond the control of the cardholder, where the
cardholder is not in a position to pay the entire over dues.
18.4. Economics of compromise under negotiated settlement shall be arrived as per
the guidelines under the Recovery policy of the Bank.
18.5. Bank shall exercise its right to set off the credit cards dues from the credit balances available
in any other accounts of the customer.

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 18.6. The chronic overdue card accounts and difficult cases which could not be recovered by
persuasive procedures shall be identified for filling suits for recovery.

19. Writing off of Card NPAs:

19.1.One time settlement scheme for the NPA accounts controlled in branch can also
be launched by the Bank.
19.2.The customer records in CIBIL will be updated from time to time for all the Card
Holder including those who have not made their payments on due date.

20.Disputes and Frauds:

20.1. One of the inherent risks of Credit Card operations is Chargeback. Chargeback are of two
types, i.e., outgoing Chargeback and Incoming Chargeback.
20.2. Outgoing Chargeback are initiated by us on the Acquiring Bank based on our card holder's
complaints.
20.3.Wherever the disputes could not be resolved through chargeback proceedings, Bank shall
take up cardholders and merchants claims through Pre-arbitration / Arbitration

21. Compensation in respect of Frauds:

21.1.After the issuance EMV Card as such the fraud due to card cloning /counterfeiting
will be reduced to a great extent. Banks sends SMS OTP (One Time Password) for all
domestic online transactions during the course of transactions to the registered
mobile number of the card holder as a 3 rdFactor Authentication.
21.2.Whenever a cardholder informs about the fraudulent use of his/her card, Bank shall
examine such complaint and do the necessary investigation first.
21.3.On confirming that prima fade there is fraud and it happened without connivance or
negligence of the customer, Bank shall initiate the charge back and other
procedures such as Police complaint (wherever necessary) to get back the amount
from the acquiring bank/merchant.
21.4.If it is established prima facie, that fraud has happened without the negligence of the
customer and customer has taken all the preventative measure like replacing the
card on foreign visit etc. the matter will be placed the before the component
authority (IC 9652 dt 17.07.2013).

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 21.5.On the basis of conclusion given by the committee if element of fraud
observed/concluded Credit card department will report the matter to Fraud Risk
Management Department Central Office for further investigation and reporting
purpose.
21.6. However, since such procedures would take long time to settle, Bank, in the
meantime, will consider releasing the money to the customer to the debit of a
separate suspense account, pending such settlement, just to gain the customer
confidence and avoiding reputational loss.
21.7.The General Manager in-charge of DBD along with General Manager PBOD would
approve such claims up to Rs.1.00 lakh in one card account, a committee of three
General Managers (DBD, PBOD and Retail Banking) would approve if the claim in
one card account is beyond Rs.1.00 lakh.
21.8.Whenever the charge back claim is settled, such amount to be adjusted to the
compensation paid through suspense account.

22. Risk Management & Internal Controls:

22.1.Credit Card business is a unique business with unique needs. It is a technology driven
business. High rate of technology obsolescence require constant up-gradation and
adaptation of newer technologies. It is imperative to evolve policies, strategies,
system suitability to the unique feature of Credit Card business to forge ahead.
22.2.Bank shall have built in internal controls for effective functioning and Customer
Service. These shall include concurrent Audit, Systems Inspection and Statutory
Audit.
22.3.Credit Card operation covers wide geographical area and controlled by a remote
mechanism, is confronted with various financial and non-financial risks.
22.4.VISA International is a corporations owned by its members. They provide its
members with Payment products, Global telecommunications network and risk
control and authorization services. Bank shall obtain the guidance from the
International organization like Visa and adopt risk tools available.
22.5.Bank shall appraise the Top Management by way of a status note at quarterly
intervals and place a detailed half yearly review report on the performance of the
Credit Card Section before the Management Committee of the Board.

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23. Protection of Customer Rights:
23.1.The Cardholder's rights in relation to personal privacy, preservation of records, and
maintenance of confidentiality of customer information shall be protected. In this
connection, unsolicited calls should not be made either to customers or non-
customers to market our Credit Card products.

24. Cardholder Services and Grievance Redressal:

24.1.The call centre (1800 223 222) and help line for inquiries handle the requests of
the credit card Holders and also record any grievances or requests. Bank extends
these services through the web module also.
24.2.Services offered by call center/ help line may include
24.2.1. Hot Listing of Credit cards

24.2.2. Balance enquiry

24.2.3. Transaction / Payment details

24.2.4. Queries on payment discrepancy

24.2.5. Register for SMS alerts

24.2.6. Register for Statement through e-Mail

24.2.7. Request for Duplicate Statement

24.2.8. Request for Duplicate ATM Pin

24.2.9. Request for replacement card issue

24.2.10. Request for re-issue of cards

24.2.11. Status of Card sent for Reissue/Renewal/Replacement

24.3. The branches who have issued the card shall interact with the customer to
reactivate their cards and recommend for enhancement of card limit for
customers from time to time by sending a communication to credit card
division.
24.4. Banks shall make efforts to examine and resolve the complaints and grievances at
the earliest.

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 24.4.1. Banks shall display the Grievance Redressal procedure and the details of Chief
Grievance Redressal officer on bank’s website.

CONTACT NUMBERS:

Credit Card Call Centre Number- 1800 22 32 22 (toll free)

Or

022-40426008 (charged)

Our general Call Centre (1800 22 22 44)

Credit Card IP Number -361111, 361548, 361124, 361545 etc

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