Q. Can I change my PIN number?

A. Yes, you can but you will need to contact us.

Q. Does a VISA card guarantee cheques?

A. No, it is not a cheque guarantee card.

Q. What will it cost me if I use the card to draw a different currency from the one in which the account is maintained?

A. We will convert the transaction into the base currency of your account using the exchange rate supplied by VISA International. We will charge foreign exchange commission, which will not exceed 3% on each card transaction.

Q. When are Gold VISA Card transactions debited to my account?

A. All Gold VISA card transactions are shown on your statement on the date we receive notification from VISA and are deducted from the available balance of your account. For interest purposes, your VISA card transactions (except cash withdrawals) are not debited to your account until the end of the month - so you can continue to earn interest on money you have spent for up to 30 days afterwards.

Q. What is Chip and PIN?

A. This is the embedding of a microchip into a debit or credit card to provide highly secure memory and processing capabilities. In addition to holding the same personal data as that on the magnetic stripe (e.g. cardholder name, card number and expiry date), the microchip provides additional security features to safeguard against counterfeiting.

A PIN (Personal Identification Number) is a four-digit code either assigned to, or chosen by, a cardholder to help prove that they are the rightful owner (the authorised owner) of the card when making a Chip and PIN based transaction. For UK cards this code consists of four digits. For foreign cards this code may be longer. Cardholders will use the same PIN at point-of-sale terminals and at ATMs with each individual card they hold. They may also choose to use the same PIN for all their cards.

Q. What will PIN terminals be like?

A. You are likely to come into contact with a variety of PIN terminals in different types of outlet. Some will have a separate PIN pad attached to the till via a cable. Some may combine the card reader with the PIN pad in one unit. Others may have the PIN pad built into the shop counter. The terminals used in restaurants may be wireless so that you can pay at the table without letting your card out of your sight. All PIN terminals will have the same layout of keys and you will be required to enter the same PIN regardless of the design.

Q. Will I insert my card into the terminal at the point-of-sale, or will the cashier do it?

A. This will vary from store to store. In many stores the cashier will continue to handle the card during the transaction, but others will ask you to insert the card yourself.

Q. What happens if I type the wrong PIN in or forget it?

A. If you type in the wrong PIN three times, your PIN will become locked for a point-of-sale transaction. This means your card cannot be used for a Chip and PIN transaction until you have unlocked your PIN at an ATM. The retailer will tell you if your PIN is locked and you should contact us for instructions on how to unlock it. We may need to re-advise you of your PIN.