Customer Care

Do you have any enquiry for us?

For quick answers, check our FAQs or reach out through our other channels.

FAQs

Customer Care – Accounts

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

Yes, for Personal Banking Account, a monthly average balance of AED 5,000 is to be maintained to avoid fall below fees.

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

For Personal Banking Account, a fall below fee of AED 105 (inclusive of 5%VAT) will be applied if the minimum monthly average balance is not maintained. Please see all fees and charges on our website fees-charges.

3. What fees, charges and interest rates apply to the CBD Accounts?

You can check all fees and charges on our website fees-charges.

4. 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.

5. How do I receive a stamped bank Account Statement and what are the charges?

You can get a stamped Bank Account Statement through the CBD Mobile Banking application and you will not be charged. Alternatively, you can apply for original stamped Bank Account Statement at a branch. Our fees and charges are regularly updated on our website. Please click here to view the most recent Fees & Charges for your desired service.

6. How to download the statements using the CBD Mobile Banking application?

  1.  Log in to CBD Mobile Banking with your registered credentials
  2.  Select your Account from the app menu
  3.  Select ‘eStatements’’
  4.  Select the month and share the PDF format either to your email address or via WhatsApp

7. How to download the statements using Online Banking platform?

  1.  Log in to Online Banking with your registered credentials
  2.  Select ‘Accounts’ from the overview page on the online portal
  3.  Select ‘Account number’
  4.  Select ‘Statements’
  5.  Select the month
  6.  Download and save the PDF

8. How do I get the letter which includes my IBAN details?

IBAN letters are available in PDF format on both the CBD Online Banking platform and the CBD Mobile Banking application. You can find your IBAN printed on your monthly statement as well.

9. How can I deposit cash into my Account?

You can deposit cash using:
  • CBD ATMs which have CDM facility.
  • Branch tellers.

10. 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.
Amounts higher in value than your ATM deposit limit can be deposited through our in-branch teller services. Please visit branch-atm-locator for up-to-date branch locations and timings.

11. What is the process for closing a CBD Account?

According to Terms & Conditions, Bank reserves the right to close your Current or Savings Account if the Account balance is ‘zero’ with no activity for ninety (90) consecutive days or more, or Monthly Maintenance Fee (or similar) could not be collected in its full value from their Account for ninety (90) consecutive days. 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.

12. 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 [email protected]  using the registered email address with the bank. The Account closure request will be actioned subject to approval.

13. 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.

 



Customer Care – Cards

1. How can I activate my Debit Card?

To activate your new Debit Card, you can:

  1. SMS (ACT + last 4 digits of the card) to 4266 from your registered mobile number. Example: ACT1234
  2. Log in to CBD Mobile or Online Banking
  3. Call 600 575 556 and follow the Interactive Voice Response system (IVR) instructions or speak to one of our Phone Banking representatives

2. How to activate through CBD Mobile Banking Application:

1. Download the CBD Mobile Banking App and log in with your registered credentials
2. Go to 'Cards' and select Debit Card or Credit Card.
3. Click on 'Activate card'


3. How to activate through Online Banking:

1. Go to CBD Online Banking and log in with your registered credentials
2. Click on 'Accounts' then 'Cards' and select Debit Card or Credit Card
3. Finally, click 'Activate'.


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

You can change your Debit Card and Credit Card PIN number through the CBD Mobile App:
  1. Log in to the CBD Mobile Banking App with your registered credentials
  2. Go to 'Cards' and select Debit Card or Credit Card
  3. Click 'Change PIN'
  4. Enter PIN and confirm, then 'Continue'

5. What should I do if I forgot my Debit or Credit Card PIN?

If the card PIN is not blocked, you can reset the PIN through the CBD Mobile Banking App

  1. Log in to the CBD Mobile Banking App
  2. Go to 'Cards' and select the Debit Card or Credit Card
  3. Click 'Change or unblock PIN'
  4. Enter PIN and confirm, then ‘Next’
  5. 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 on 600 575 556 and they will assist you in resetting your PIN.

6. How do I cancel my Credit Card?

You can cancel your credit card by calling 600 575 556 between 9 AM to 5 PM, 7 days a week.

7. 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. For enquiries, please call our Contact Centre team 600 575 556.

8. How can I pay my Credit Card bill?

Customers who have an existing CBD Account can use the CBD Mobile Banking App to pay their credit card outstanding balance, as follows:

  1. Log in to CBD Mobile App with your registered credentials
  2. Select 'Pay' from the app menu
  3. Select 'Credit Cards' then 'My CBD Card'
  4. Enter the payment details
You can also pay your credit card bill using the CBD cash deposit machines available at our branches.

Customers who do not have an existing CBD Account can pay their credit card outstanding balance through:

  1. Exchange houses
  2. Local fund transfer
  3. CBD cash deposit machines

9. How do I request a Credit Limit increase?

You can call our Contact Centre team on 600 575 556 between 9 AM to 5 PM, 7 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.

 


10. How do I apply for an Easy Payment Plan?

Easy Payment Plans can be set through our Online Banking and CBD Mobile Banking App.

Through Online Banking:

  1. Log in to Online Banking with your registered credentials.
  2. Select 'Easy Payment Plan' under 'Card Services'

Through CBD Mobile Banking App:

  1. Log in to the CBD Mobile Banking App with your registered credentials
  2. Go to 'Cards' and select the credit card you want to use to set the EPP
  3. Go to 'Services' and select 'Easy Payment Plan'

11. When will my Debit Card or Credit Card be delivered?

The Debit or Credit Card will be delivered within one week of account opening subject to Bank's required regulatory checks

12. Can CBD Debit or Credit Cards be used internationally?

CBD provides Debit and Credit Cards that can be used worldwide.

13. Can a CBD Current Account customer apply for a Credit Card?

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

14. 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.
Customer Care – General

1. How can I request a cheque book?

You can request a new cheque book through Online Banking in just a few clicks.
How to request a cheque book via CBD Online Banking  
Log in to CBD Online Banking

2. Where can I find a CBD ATM Machine?

You can locate your nearest CBD branch and ATM through our Branch & ATM Locator

3. 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 7 working days. For applicable issuance fees of each product-related letter, please refer to the Fees & Charges schedule

4. How do I apply for an IBAN letter, Balance Certificate or a Stamped Account Statement?

You can easily apply for an IBAN letter through the CBD Mobile Banking App:
  1. Log in to the CBD Mobile Banking App
  2. Tap Settings on the top left
  3. Select 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 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

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