CBD.ae | Customer Care

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Help and Services

Frequently Asked Questions (FAQs)

For your convenience, we have developed the FAQs below to help you with any enquiries.

Accounts

1. How can I apply for a CBD Account, Credit Card or Loans?

You can easily sign up for CBD products by clicking on the below:
- CBD Current Account
- CBD Credit Card
- CBD Loans

2. What is a CBD Digital Current Account?

CBD Digital Current Account is an account opened by a customer exclusively through CBD Mobile App, without visiting a branch/bank representative to open the account.

3. Is there a minimum balance to be maintained in the CBD Digital Current Account?

Yes, a monthly average balance of AED 5,000 is to be maintained in the account to avoid fall below fees.

4. When will the Digital Current Account be activated?

The CBD Digital Current Account will be instantly activated with transactions initially capped at AED 5,000 for inward credit and spends.
The account will be fully activated for all transactions without any restrictions after debit card delivery and subject to approvals.

5. What are the charges if the minimum monthly average balance is not maintained?

A fall below fee of AED 25 (excluding VAT) will be applied if the minimum monthly average balance is not maintained.

6. Can I open a CBD Digital Current Account if I also have an account in another bank?

Yes, other bank account customers can open a CBD Digital Current Account as well. However, existing CBD account customers are not eligible to open a CBD Digital Current Account.

7. Is the CBD Digital Current Account considered as a Savings Account?

No, The CBD Digital Current Account is a Current account. However, customers can also open a new Savings account once the Current account is successfully opened.

8. How do I receive a stamped original bank account statement and what are the charges?

Your bank account statements can be stamped and signed at any CBD branch.
A charge of 25 AED + VAT is applicable for each stamped statement.

9. How do I apply for bank account statements?

Your account statements are available in PDF format on both the CBD Online Banking platform and the CBD Mobile Banking application.

How to download the statements using the Mobile Banking application

Login to CBD Mobile Banking with your registered credential
Select your Account from the app menu
Select ‘Statement’
Select ‘eStatements’
Select the month and share the PDF format either to your email address or via WhatsApp

How to download the statements using Online Banking platform

Log in to Online Banking with your registered credentials
Select ‘Accounts’ from the overview page on the online portal
Select ‘Account number’
Select ‘Statements’
Select ‘ Month’ and ‘Year’
Select ‘Submit’ and download PDF

10. How do I apply for a statement that includes my IBAN details?

• You can find your IBAN printed on your monthly statemen
• To locate your IBAN on the CBD Mobile app, please click here

11. How do I apply for an IBAN letter?

You can get an IBAN letter at any CBD branch. There is no charge for this service.

12. How can I deposit cash into my account?

You can deposit cash using:
• CBD ATMs
• Branch tellers

13. What is the limit for daily cash deposits through CBD ATMs?

Daily Cash deposit limits using CBD ATMs are as follows
• Direct Segment – AED 10,000
• Personal Segment – AED 40,000
• Business segment – AED 100,000
• Business Assets Finance Segment – AED 100,000
• Small Business – AED 100,000
Amounts higher in value than your ATM deposit limit can be deposited through our in-branch teller services.
Please visit https://www.cbd.ae/general/branch-atm-locator for up-to-date branch locations and timings

14. What is the process for closing a CBD account?

You can visit your nearest CBD Branch and request to close the account. You are required to present your passport or Emirates ID.
Our branch team will advise you on the timelines after verifying your banking relationship.

15. How do I close my account while I am out of the country?

Should the account holder decide not to return to the UAE, he/she are required to first clear the available balance in the account,
and write to us at customercare@cbd.ae using the registered email address with the bank.
The account closure request will be actioned subject to approval.

16. How do I reactivate a dormant or a locked account?

To reactivate a dormant or a locked account, please visit our CBD branch. Please note you will need to provide
your original valid Emirates ID or passport. Upon validation of documents, the account will be activated in 2 working days.
In case of other requirements the Branch staff will advise further.

17. What fees, charges and interest rates apply to the CBD accounts?

You can check all fees and charges on our website https://www.cbd.ae/general/fees-charges

18. Can I open an account through CBD Mobile App even if I don’t have any CBD products?

Yes, all you need is your Emirates ID. Simply download the app, choose the account you want and sign up.
You will need to verify your Emirates ID and go through the security verification. But you can open an account in minutes.

Cards

1. How can I activate my Debit Card or Credit Card?

To activate your new Debit Card, you can:

SMS the following to 4266, ACT LAST 4 digits of the card, through your registered mobile number
Login to CBD Mobile or Online Banking
Call 600 575 556 and follow the Interactive Voice Response system (IVR) instructions or
speak to one of our Phone Banking representatives

How to activate through CBD Mobile Application:

1. Download CBD Mobile Application.
2. Login to CBD Mobile Application with registered credentials.
3. Go to ‘Cards’ and select Debit Card or Credit Card.
4. Click on ‘Activate card’

How to activate through Online Banking:

1. Go to Online Banking through the link https://www.cbd.ae/personal/discover/ways-of-banking/online-banking
2. Login with your registered credentials.
3. Click on ‘Accounts’.
4. Click on ‘Cards’.
5. Choose ‘Debit Card or Credit Card’.
6. Click on option ‘Activate’.

2. How do I change my Debit Card or Credit Card PIN?

You can change your Debit Card and Credit Card PIN number by logging on to your mobile application:

Login to CBD Mobile Application with your registered credentials
Go to ‘Cards’ and select ‘Debit Card or Credit Card’
Click on ‘Change PIN’
Enter PIN and confirm the same PIN and ‘Continue’

3. What should I do if I forgot my debit card or credit card PIN?

If the card PIN is not blocked

You can reset the PIN Through CBD Mobile Application

Login to CBD Mobile Banking
Go to ‘Cards’ and select the Debit Card
Click on ‘Change or unblock PIN’
Enter PIN and confirm the same PIN and click Next
Enter the OTP you received on your mobile number and click next

If the card PIN is blocked (After 3 unsuccessful PIN entries):

Please call our contact center team on 600 575 556 and they will help you reset your PIN.

Press 1 for 'Banking Services'
Enter your 16 digit card number or account number
Enter the PIN
Press 1 for 'Debit Card' or press 2 for 'Credit Card'
Press 0 to speak to Contact Center Agent

4. How do I cancel my credit card?

You can cancel your credit card by calling us on 600 575 556 between 9AM to 5PM seven days a week.

Press 1 for 'Banking Services'
Enter your 16 digit card number
Enter the TIN
Press 2 for Credit Card
Press 0 to speak to Contact Center Agent

5. My card is expiring soon what do I do?

We will dispatch your new credit card through courier 2 weeks prior to the expiry date of your existing card.
If you have any queries, please call our Contact Centre team on 600 575 556.

6. How can I pay my Credit Card bill?

For customers who have an existing CBD account

You can use the CBD Mobile Application to pay your credit card bill:

Login to CBD Mobile Application with your registered credentials.
Select ‘Pay’ from the app menu
Select ‘Credit Cards’
Select ‘My CBD Card’
Enter the payment details

You can also pay your credit card bill using the CBD Cash deposit machines available at our branches.

For customers who do not have an existing CBD account

You can pay your credit card bill by way of:

Exchange houses
Local fund transfer
CBD cash deposit machines

7. How do I request for a Credit Limit increase?

You can call our customer service team on 600 575 556 between 9AM to 5PM seven days a week, and place the request for a credit limit increase.
Please note that limit increases are subject to the completion of 6 months card usage with no late payment fees.

How to connect with our CBD Contact Center

Press 1 for 'Banking Services'
Enter your 16 digit card number
Enter the TIN
Press 2 for Credit Card
Press 0 to speak to Contact Center Agent

8. How to Apply for an Easy Payment Plan?

Easy Payment Plans can be done through our Online Banking and CBD Mobile Application.

Through Online Banking:

Login to Online Banking with your registered credentials.
Select ’Easy Payment Plan’ under ‘Card Services’.

Through CBD Mobile Application:

Login to CBD Mobile Application with your registered credentials.
Go to ‘Cards’ and select the credit card you want to use to avail the EPP
Go to ‘Services’
Select ‘Easy Payment Plan’

10. When will the debit card be delivered?

The debit card will be delivered within one week of account opening subject to Bank’s requisite regulatory checks.

11. Can CBD debit cards be used internationally?

CBD provides an international debit card which can be used worldwide.

12. Can a CBD Digital Current Account customer apply for a credit card?

Yes, the customer can apply for a CBD Credit Card by logging to CBD Mobile App and requesting for the same.
The credit card application will be subject to Bank’s verification process and approval will be at Bank’s sole discretion.

13. My transaction is placed on hold or has been declined in my Account / Card. When will the amount be released?

If the merchant has not claimed the funds held in your Account / Card, the amount will be auto released in 12-14 days.

General

1. How can I request a Cheque Book?

You can request a new cheque book through Online Banking in just a few clicks.
Click here to know how to request a cheque book via CBD Online Banking.
Click here to login to Online Banking.

2. Where can I find CBD ATM Machines?

You can use our Branch and ATM locator https://www.cbd.ae/general/branch-atm-locator to locate your nearest ATM.

3. How do I update my KYC records?

You can update your KYC records with CBD by visiting our dedicated KYC portal: https://kyc.cbd.ae/ekyc/#/authentication/update-details
Please note that all customers are requested to provide this information to avoid any interruption or suspension of their banking services.

4. How do I apply for a Liability Letter or a No Liability Letter?

A Liability Letter (LL) or a No Liability Letter (NLL) can be applied for by visiting a CBD Branch.

Please note that both letters are issued within seven working days for AED 63 (5% VAT inclusive).

5. How will the Etisalat Smiles points be credited?

The Bank will notify Etisalat to credit Smiles points, for eligible customers, to the registered UAE mobile number in the Bank’s records.
The mobile number will be automatically enrolled through Etisalat to earn Smiles and the customer will be notified
of enrolment and earning activities via email and/or SMS by Etisalat.

6. When will the Etisalat Smiles points be credited?

For all eligible transactions and balances, earned Smiles points for a given month will be processed by the 20th of the following month.

7. How can I check available Smiles points and redeem them?

Smiles points balance check and redemption can be done through Etisalat Smiles App.

Top Features

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Competitive Interest Rates

Competitive interest rates starting from 3.54%.

Refinance Your Property

Release cash against your fully paid property.

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Flexible Repayments

0% Processing fees on buyouts.

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High Loan Amounts

High loan amounts of up to AED 15 million.

SMS HOME to 4266

Call us

Within UAE: 600 575 556

Outside UAE: +971 600 575 556

Visit us

You are more than welcome to visit us. Find out your nearest branch.

Contact us

We are always available for you, whether you have a query, suggestion or want to talk to us about our products and services.

Contact us

We are always available for you, whether you have a query, suggestion or want to talk to us about our products and services.

Here’s how you can get in touch with us

24/7 Chatbot

Our dedicated virtual assistant Aysha is available 24/7. Refer to the chatbot icon on the bottom-right of your screen.

Call Center

If your enquiry is urgent, please call us
on 600 575 556 (within the UAE) or +971 600 575 556 (outside of UAE), so we can help you straight away.

Our Contact Center is available from 9:00 AM – 8:00 PM.
You can report a lost/stolen card or a
fraudulent transaction post 8:00 PM.

Service Promise

Your satisfaction is extremely important to us, as a valued customer, we made it easy and simple for you to voice your concerns https://www.cbd.ae/general/service-promise.