CBD.ae | Customer Care

Online Services

Help and Services

FAQs

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

Accounts

1. 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.

2. How do I get my bank account statements?

Your account statements are available in PDF format on the CBD online banking platform and the CBD mobile banking application.
How to download the statements using the mobile 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 on what’s app

How to download the statements using Online-banking platform
• Login to the 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

3. How do I get statement with my IBAN number?

You can find your IBAN number printed on your monthly statement.

4. How can I get IBAN letter?

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

5. How can I deposit cash into my account?

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

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

Daily Cash deposit limits using CBD ATMs are as follows
Direct Segment – 10,000 AED
Personal Segment – 40,000 AED
Business segment – 100,000 AED
Business Assets Finance Segment – 100,000 AED
Small Business – 100,000 AED
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

7. What is the process of closing the 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.

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

Incase if the account holder decides not to return to UAE, he needs to first clear the available balance into the account
and write to us on customercare@cbd.ae through his registered email address with the bank.
Upon subject to approval, we will take up the closure request.

9. 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.

10. 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

Cards

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

To activate your new Debit Card, you can:
• SMS to 4266, ACT LAST 4 digits of the card, through your registered mobile number
• Login to CBD Mobile or Online Banking to activate your Debit card

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’.

• Call 600 575 556 and follow the Interactive Voice Response system (IVR) instructions or speak to one of our Phone Banking representatives.

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

You can change your Debit Card and Credit Card PIN number anytime by logging into 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 the card will be blocked)
Please call our contact center team on 600 575 556 and they will help you reset your PIN.
How to get through the call center
• PRESS 1 FOR BANKING SERVICES
• ENTER 16 DIGIT CARD NUMBER OR ACCOUNT NUMBER
• ENTER TPIN
• PRESS 1 FOR DEBIT CARD / 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 9 am to 5pm, seven days per week.
How to get through the call center
• PRESS 1 FOR BANKING SERVICES
• ENTER 16 DIGIT CARD NUMBER
• ENTER THE PIN • 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 send your new card through courier 2 weeks prior to the expiry date of your current 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?

You can use the CBD Mobile Application to pay your credit card bill. To pay your bill follow the steps below:
• 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 and you are done You can also pay your credit card bill using the CBD Cash deposit machines available at our branches.

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

You can call our customer service team on 600 575 556 between 9 AM to 5 PM any time of the week and place the request for a credit limit increase. Increases are subject to completion of 6 months card usage with no late payment fees How to get through the call center
• PRESS 1 FOR BANKING SERVICES
• ENTER 16 DIGIT CARD NUMBER
• ENTER THE PIN
• PRESS 2 FOR CREDIT CARD
• PRESS 0 TO SPEAK TO CONTACT CENTER AGENT

8. How to Apply for Easy Payment Plan?

Easy Payment Plan can be done through Online Banking and CBD Mobile Application Through Online Banking:
• Login to Online Banking with your registered credentials.
• Select’ Easy Payment Plan’ under ‘Card Services’ to request for Easy Payment Plan. Through CBD Mobile Application:
• Login to CBD Mobile Application with your registered credentials.
• Go to ‘Cards’ and select the card that you want to avail for EPP, its applicable only for Credit Cards.
• Go to ‘Services’ and tap
• Select ‘Easy Payment Plan’

9. My transaction is placed on hold twice or declined transactions is held in my Account / Card. When it will be released?

Kindly note that if the merchant have not claimed the funds held in your Account / Card, it will be auto released in 12-14 days.

General

1. 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.

2. How do I update my KYC records?

You can update your KYC records with CBD digitally within minutes by visiting our dedicated KYC portal https://kyc.cbd.ae/ekyc/#/authentication/update-details
All customers are requested to provide this information to avoid any interruption/suspension of banking services.

3. How to request for Liability letter or a No Liability letter?

Please visit nearest CBD Branch to request for the service.

Liability letter issued within 7 working days with fees and charges of AED 63 (5% VAT inclusive).

No Liability letter certificate issued within 7 working days with fees and charges of AED 63 (5% VAT inclusive).

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.

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 – 5:00 PM.
You can report a lost/stolen card or a
fraudulent transaction post 5:00 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.