refer to PSD Circular No. 1/2008 dated January 15, 2008
establishing guidelines in respect of retained/disabled
cards. While the instructions cover normal procedures to
be followed including Watan Cards, in view of unsatisfactory
resolution in respect of subject cards complaints, banks
shall ensure enhanced efforts and support to Watan Card
holders. In this regard, necessary inputs were solicited
and received from Banks. Accordingly, following guidelines
shall be adhered to with immediate effect by banks:
In case a card is captured and/or disabled by machine,
the acquirer branch staff shall properly assist the card
holder and facilitate him/her in lodging a complaint to
issuing bank for immediate resolution.
The acquirer branch shall send the captured card along
with the complaint lodged by cardholder on the same day
to the nearest branch of issuer bank. Accordingly, the
acquirer branch staff shall advise the complainant to
collect the card from the nearest issuer branch.
The nearest issuer branch, after receiving the complaint
along with the captured card, shall conduct due verification
for authenticity and afterwards return the card within
two working days to the complainant.
case of warm/disabled cards, the acquirer branch shall
assist the card holder in contacting the issuing bank
for reactivating the card.
To assist Watan Card holders in conducting transactions,
if so requested by a card holder, Branch Managers or any
Designated Senior Officer of the acquirer branch shall assist
the Watan Card holder and document/log the subject event
for every card holder who requires assistance.
3. Acquirer banks shall deploy at least one POS terminal
at all their branches located in flood affected areas to
facilitate cash withdrawal on Watan Cards.
Banks shall take all necessary steps to prevent fraudulent
use of Watan Cards at their outlets.