Debit MasterCard all you need to know USER GUIDE AND TERMS & CONDITIONS 1
Debit MasterCard contents Benefits of your Debit MasterCard...5 Getting started...6 Understanding your card...6 Using your card...8 Card security... 10 Using your card overseas...12 Lost or stolen cards...13 Terms & Conditions...14 2 3
We re truly different from other banks because we re owned by our customers and we re built on the idea of giving back. In fact, we ve been giving back to New Zealanders since 1928. Because we re a co-operative our main purpose is to create prosperity for our customers, not create profit for anyone else. BENEFITS OF YOUR DEBIT MASTERCARD The Co-operative Bank is the only bank in New Zealand to share its profits with its customers Your Debit MasterCard is safer, faster and more widely accepted than an ATM card. And, because you re using your own money, it gives you more control over your spending than a credit card. Shop online, over the phone and at stores and ATMs around the world anywhere MasterCard is accepted. Tap & go and speed through purchases under $80, thanks to contactless payment technology. The encryption chip makes your information harder to copy. Transactions are monitored for fraud 24/7, so we can contact you if we ever see anything suspicious. Should your card fall into the wrong hands, you re protected under the MasterCard Zero Liability Policy, provided you ve taken the right steps to look after your card and account. Welcome to The Co-operative Bank and your new Debit MasterCard. Read on for full information about your card and everything you need to know to get started. 4 5
Getting started 1 Chip This encrypts your information, making it harder to copy. 4 Contactless symbol. This means you can Tap & go at stores that accept contactless payments. Sign your card now After reading this brochure, sign your card straight away. By signing your card and/ or using it, you agree to the terms and conditions, and any fees and charges associated with the use of your card. You can find our Debit MasterCard Terms and Conditions in this brochure. Activate your card For security reasons, you ll need to activate your Debit MasterCard. If your card already has a PIN, you can activate it by using it (with your PIN) at a store or ATM. If you ve requested a PIN to be mailed to you, it s on its way. If not, you can either load a PIN at a branch near you, or give us a call on 0800 554 556 and we ll send you one. 2 Your Debit MasterCard card number. 3 6 Your card s expiry date. We ll automatically send you a new card before this date. Call this number if you have any questions about your card. 5 7 MasterCard logo. Your card is accepted around the world, online and over the phone - anywhere you see this logo. Magnetic stripe. This stores information to validate your PIN so you can use your card at ATMs and EFTPOS terminals. Understanding your card 8 Here s what the numbers, logos, symbols and panels on your new card mean. Signature panel. Please sign your card here. 9 Card Security Code (CSC, CVP, CVN or CVV). You ll need to provide this number when making purchases online and over the phone. 10 Cirrus symbol. When you re overseas, you can use your card at any ATM displaying this symbol. Please note that fees apply to overseas transactions you can find further details about these fees on page 12. 6 7
Using your card EFTPOS and ATMs Your Debit MasterCard is accepted worldwide at any merchant or ATM that displays the MasterCard, Cirrus or Maestro symbols. When you re in New Zealand, simply select CHQ or SAV to indicate which account you want the funds to come from. When you re overseas however, select CREDIT and enter your PIN or sign the receipt. The funds for overseas transactions will come from your nominated default account. Please note that fees apply to overseas transactions you can find further details about these fees on page 12. Tap & go If your card has a contactless symbol, you can use contactless payments to speed through purchases under $80, without using your PIN. At merchants that accept contactless payments, simply tap your card against the terminal to complete the transaction a status light will indicate that your payment has been made. Online and Phone To make purchases online or over the phone, use your Debit MasterCard just like a credit card. Select MasterCard and provide your card number, the expiry date and the Card Security Code on the back of your card. The funds for online or phone transactions will come from your nominated default account. MasterCard Privileges Indulge in a broad range of local and global experiences across dining, travel, retail and entertainment, available to all MasterCard holders. Visit mastercard.co.nz to check out the world of offers open to you as a MasterCard customer. For purchases over $80 you ll still need to use your PIN. Contactless transactions will draw funds from your nominated default account. You can use your Debit MasterCard to make purchases overseas at merchants that accept contactless payments. However, please note that different limits and requirements outside of our control may apply to overseas contactless purchases. 8 9
Card Security Your Debit MasterCard is more secure than an ATM card: Your card has a chip, rather than just a magnetic stripe. The chip encrypts your card information making it harder for fraudsters to copy your details. With contactless transactions your card never leaves your hand, so there is less risk of it being skimmed. When you Tap & go, you may be asked from time to time to enter your PIN or sign for security reasons. Debit MasterCard transactions are monitored for fraud 24/7. So we ll contact you if we notice any suspicious activity on your account. If your card should fall into the wrong hands, you re protected under the MasterCard Zero Liability Policy provided you ve taken the right steps to protect your card and have adhered to the Card s Terms & Conditions in this brochure visit mastercard.co.nz for full details. These simple rules will help you to keep your card safe: Sign your card straight away. Never give anyone your PIN, or store it near your card. Check your cards periodically to make sure none are missing. Destroy and dispose of copies of receipts, airline tickets, travel itineraries anything that displays your card number. When shopping online, look for sites with a web address that starts with https, a security and privacy statement, and a return policy. 10 11
Using your card overseas Lost or Stolen cards You can use your Debit MasterCard around the globe anywhere that MasterCard is accepted. Here are a few things that you should know before you go: Be sure to load your PIN if you haven t already. You can do this in branch or call us on 0800 554 556 and we ll send you one. Check your card s expiry date to make sure it s valid for the length of your trip. Call us on 0800 554 556 to let us know where you ll be travelling. We ll make a note of it in case our fraud system picks up your overseas transactional activity as suspicious. Keep a separate record of your card number and the phone numbers to call if your card is lost or stolen. This will make it much easier should you find yourself without your card. It s a good idea to take a back-up form of payment just in case you have any trouble with your card while you re away. If your card is lost or stolen, please let us know straight away. As soon as you let us know, we can cancel your card to prevent fraudulent use. You will not be liable for any fraudulent use of your card if you contact us immediately and you have adhered to the Card s Terms & Conditions in this brochure. In New Zealand call: 0800 554 556 If you re overseas call: +64 9 526 2426 Or, you can call MasterCard Global Service on 001 636 722 7111 collect. Getting a replacement card We ll do our best to get a replacement card to you as soon as possible. If you re overseas, we can usually courier a new card to your location. MasterCard can also help you with emergency cash until your new card arrives. For more information about MasterCard Global Service, go to mastercard.co.nz Foreign Currency Transactions When you use your Debit MasterCard for transactions in a foreign currency, you ll be charged a currency conversion commission. The currency conversion commission is calculated as 2.5% of the New Zealand dollar value of the foreign currency transaction. Please refer to our Fees brochure for full information about overseas service fees that may apply to your account. 12 13
Terms and Conditions These are your Co-operative Bank Debit MasterCard Terms and Conditions. Please read these Terms and Conditions and then keep this document in a safe place. Contents Requirements...15 Liabilities...18 Card transaction requirements... 20 Contactless transactions...23 Card acceptance & limitations... 24 Damaged or faulty Cards...25 Fees and charges...25 Terms & Conditions set by third parties...25 Card cancellation or change...25 Transaction disputes...25 Variations of Terms and Conditions...27 Definitions...28 As soon as you sign or use your Debit MasterCard you are deemed to have agreed to the Terms and Conditions in this document. Under our Terms and Conditions you are required to: keep your Personal Identification Number (PIN) secure, agree that your Card is the property of The Co-operative Bank, sign your Card as soon as you receive it. If you have any queries about your Debit MasterCard, you can call us on 0800 554 556. Receiving and signing your card When you receive your Card you must immediately sign it. You must not use your Card until you have signed it. You must not send your Card overseas or have any other person send your Card to you overseas. Please contact us to find out about sending a Card overseas or receiving a Card while you are overseas. Ownership of your card Your Card and Card number are the property of The Co-operative Bank. You must not copy or reproduce the Card. If we tell you to return or destroy your Card then you must do so. Selecting your PIN Your PIN enables you to use your Card in Electronic Funds Devices such as ATMs and EFTPOS terminals. When you select your PIN, you should choose a number that you will be able to remember easily as you must memorise it. You must not choose unsuitable numbers such as birth dates, months or years, parts of your telephone number, parts of your Card number, or sequential or easily identified numbers (e.g. 2345 or 2222). You must also not use numbers from personal data such as your driver s licence or locker number, or other numbers easily connected with you. 14 15
We recommend using different PIN numbers for different cards, other payment instruments or equipment, e.g. security alarms and lockers. From time to time we may replace/reissue you with a Card with your existing PIN, which means you do not need to visit a Branch to select a PIN unless you want to change it. Protecting your card and PIN For your security, your PIN must not be: written down, especially not on the Card, kept in any form with the Card, or disclosed to any other person, including the Police, family members or bank staff, or negligently or recklessly disclosed. You must ensure no one can see you enter your PIN at ATMs and EFTPOS terminals. You must exercise every possible care to ensure the safety of your Card and to prevent disclosure of your PIN. You must not allow others to use your Card, Card number or PIN. Always get your Card back after using it. Do not leave your Card in an unattended wallet, purse or vehicle or anywhere a thief could remove the Card without being noticed (particularly in night clubs, hotels or restaurants). If your Card is lost or stolen together with your PIN, it can be used for unauthorised transactions, which may result in a loss to you. Lost or stolen cards/pins You must notify us immediately if: your Card is lost or stolen, your PIN becomes known to someone else, or a record of your PIN is lost or stolen. You will be required to provide information on how the loss occurred. If you are outside New Zealand, please contact MasterCard Global Service : 1800 627 8372 (US) 001 636 722 7111 (outside of US), or go to mastercard.co.nz for each country s number. There may be a charge to your Account if a replacement Card is required. 16 17
Liabilities Your liability for losses which result from lost/stolen Cards/PINs Once you have told us that your Card has been lost or stolen, or your PIN disclosed, either in New Zealand or overseas, you will not be held responsible for any unauthorised use of your Card after that time, unless you have acted fraudulently or negligently. You will be deemed to have acted fraudulently or negligently if: you have failed to reasonably safeguard your Card, you have kept a written record of your PIN on or with your Card, you have kept your PIN in a form that can be readily identified as a PIN, you have selected an unsuitable PIN, you have disclosed your PIN to anyone, whether family or those in apparent authority including bank staff, or let them use your Card, you have unreasonably delayed notifying us that your Card has been lost or stolen, or that your PIN has been disclosed, you have failed to take all reasonable steps to prevent disclosure to any other person when keying in your PIN, or you have breached these Terms and Conditions. In the above instances, your maximum liability will be the lesser of: the actual loss at the time of notification, or the maximum amount that you would have been entitled to withdraw from your Account between the time your Card is lost/stolen and the time you notify us. On behalf of the Bank, Westpac New Zealand Limited ( Westpac ) provides a Fraud Monitoring Service in relation to the Debit MasterCard card. You consent to Westpac receiving personal information about you to provide this service and communicating with you directly if and when required concerning the screening, detection and investigation of any unauthorised access to, or potentially fraudulent transactions on your accounts. If your Card gives you access to an Account with a credit facility, failure to look after your Card and PIN could result in a substantial loss for which you could be held responsible. There may also be a charge to your Account if a replacement Card is required. Liability for transactions charged to your Account You are responsible for all transactions made with the use of your Card or Card number. You will be required to pay us the amounts on all: cash withdrawals and sales vouchers signed or authorised by you or another cardholder on your Account, mail, telephone, internet order or email transactions and Cycle Payments authorised by you or another cardholder on your Account, EFT transactions carried out on your Account using your Card(s) or the Card of another cardholder on your Account, other transactions authorised by you or another cardholder on your Account and approved by us. There are risks involved if you or another cardholder on your Account initiate a transaction by mail order, telephone order, internet or by email. You are giving authority to the merchant to process an EFT transaction or issue a sales voucher for the purchase amount which will be debited to your Account. 18 19
You should consider the security and standing of the company or entity you are doing business with. If you or another cardholder on your Account initiate Cycle Payment transactions, i.e. if you agree with a merchant that an amount will be debited against your Account on a regular basis, then you are liable for meeting those transaction amounts even if you close your Account. In certain circumstances your agreement with the merchant may authorise the debiting of your Account with additional purchase amounts without the need for your signature. Provided these amounts have been incurred under the terms of that agreement they may be charged to your Account. Incorrect or unauthorised transactions If you think a transaction shown on your statement is incorrect, you can dispute it by following the procedures described in the section entitled Transaction disputes later in this brochure. In some situations, if you do not receive the goods or services you have ordered with your Card or by use of your Card number, or you have not authorised a transaction, you may be able to get a credit for the transaction from the merchant. Card transaction requirements Use of your Card constitutes an irrevocable order to us, and you may not stop payment of a transaction made using your Card. You may not stop payment of a Transaction made using your Card. There are limited circumstances under which we can reverse a transaction which will be subject to the rules of MasterCard. For example, we cannot reverse a transaction where there is a dispute with a merchant about the quality of goods and services. We will not be responsible for the goods and services supplied by any merchant, and any complaints you have with the merchant must be resolved by you with the merchant concerned. Electronic Funds Transfers will be debited to your Account on the day the transaction is made, or as soon as possible thereafter, subject to our right to vary the date of debiting due to circumstances beyond our control. When you use your Card in an Electronic Funds Device, the transaction will be processed as soon as we are notified by the bank that owns the Electronic Funds Device you used. Unless you are advised otherwise, when systems are fully operational, the daily transaction limits for EFT transactions made with your Card, subject to your available credit limit and available funds in your nominated Account(s) and any applicable limit imposed by a particular merchant, are a maximum of: $4,000 for EFT transactions from all Accounts that can be accessed by your Card, or $4,000 for ATM cash withdrawals from any Account, or combination of Accounts, that can be accessed by your Card, plus other EFT transactions from all Accounts that can be accessed by your Card, up to a maximum of $4,000, less the amount of any ATM cash withdrawals made in the same day. 20 21
You will be obliged to pay any amounts debited to your Accounts which exceed the daily EFT transaction limits. In addition, there may be a daily limit on the number of EFT transactions you may make using your Debit MasterCard. In respect of Off-line Funds Transfers, any voucher signed or authorised by you shall be authority for us to process the transaction to your Account. The transaction will be processed as soon as we receive it. If you initiate a transaction with your Card by mail order, telephone order or via the internet you are authorising the merchant to process an EFT transaction or issue a sales voucher for the purchase amount, which will be debited to your Account. If you initiate Cycle Payment transactions i.e. if you agree with a merchant that an amount will be debited against your Account on a regular basis, then you are liable for meeting those transaction amounts even if you close your Account. The acceptance of an Electronic Funds Transfer or an Off-line Funds Transfer is not a representation by us that you have sufficient funds in your Account to cover the transfer of funds. Where a transfer overdraws your Account, normal overdraft charges will apply. Details of these overdraft charges are available from www.co-operativebank.co.nz or by calling us on 0800 554 554. You are liable for meeting the transaction amount. If you wish to dispute a transaction on your Account, you may do so. See the section on Transaction disputes later in this brochure. In addition to these Terms and Conditions, the use of your Card is also subject to the conditions which apply to your Account(s). For example, you agree not to use your Card beyond your available funds on any nominated Account (including any overdraft limit). Contactless transactions Your Card has contactless payment technology built in. Contactless payments are available at terminals where you see the contactless logo. To pay for purchases under NZ$80 in New Zealand, you can simply tap your Card against a card reader on a Contactless Terminal without using your PIN or signature. Tapping your Card is you agreeing that the transaction amount is correct and authorising payment to be made from your nominated Account. For purchases over NZ$80, a PIN or signature will be required. A different threshold may apply in other countries. If an Off-line Funds Transfer is processed to an Account that has been closed or is open and there are insufficient funds to permit the transaction, we will not be deemed in any way to have consented to that transfer. 22 23
Card acceptance & limitations In New Zealand, your Card will be accepted in any ATM or Electronic Funds Device or by any merchant displaying the MasterCard symbol. Overseas, your Card will be accepted at ATMs, banks and merchants displaying the MasterCard symbol and at any Electronic Funds Device displaying the MasterCard or Cirrus or Maestro symbol. However, we will not be held liable if any bank or merchant either refuses to accept the Card or will not allow the Card to be used to purchase particular types of goods and services available at the premises. We will not be responsible for the goods and services supplied by any merchant. Any complaints you have with the merchant must be resolved by you. The use of your Card for foreign currency transactions may be subject to exchange controls or other government requirements and additional costs may be incurred. MasterCard processes and converts into New Zealand Dollars, cash withdrawals, purchases and/or charges made in foreign currencies at the rate(s) of exchange fixed by MasterCard. Transactions made in United States Dollars are converted directly into New Zealand Dollars. MasterCard converts transactions made in any other foreign currency into United States Dollars before converting them into New Zealand Dollars. Certain transactions made in Australia may be converted directly into New Zealand Dollars. A foreign currency fee will be charged by us on any such foreign currency transaction in addition to any fee charged by the merchant. Damaged or faulty cards In the event that your Card becomes damaged or faulty, we will issue you with a new Card when you return the damaged/faulty Card to us, together with a description of how the damage or fault occurred. There may be a charge to your Account for this replacement Card. Fees and charges You agree to pay all fees and other charges relating to the use of your Card. Fees and charges that may be incurred and charged to your Account are subject to change, and are outlined at www.co-operativebank.co.nz and in our Transaction and Service Fees brochure available from any Co-operative Bank branch. Terms & conditions set by third parties In addition to these Terms and Conditions, the use of your Card in an EFT terminal is subject to the conditions imposed from time to time by other financial institutions that are parties to any EFT system. Card cancellation or change We may cancel your Card at any time without prior notice. We may also change your Card to another scheme or branded Card at any time and, where we consider it necessary or appropriate, cancel the Card your new Card replaces. If you are notified that your Card has been cancelled, you are required to cut your Card in half and return it to any Branch. You may cancel your Card by notifying us in writing, cutting the Card in half and returning it to any Branch. Transaction disputes Where you have a dispute with a merchant regarding a transaction, we may require you to speak to the merchant first to try to resolve the situation and provide us evidence of this. Where you cannot resolve the situation with the merchant or you believe the transactions have occurred resulting 24 25
from either unauthorised access to, or potentially fraudulent transactions on your Account(s), you will need to notify us of a disputed transaction within the time period stated below. You are responsible for checking your transactions to ensure their accuracy, and advising us of any mistakes which can include, but are not limited to, incorrect, invalid or unauthorised transactions, even if you are not at the address to which you have requested us to send statements. If you do not notify us of a disputed transaction within the time period stated below then the charge or record of the transaction will remain on your Account. If you want to dispute any transaction recorded on your Account, you must notify us within 60 days of the transaction occurring. You ll be required to provide us details of the transaction you re disputing which may require you providing evidence of your attempt to resolve the dispute with the merchant directly. Once you have met the above disputed transaction notification requirements we will investigate the matter and acknowledge your complaint within five business days. Failure to report the incorrect, invalid or unauthorised transaction within 60 days will mean we cannot reverse the transaction and you will have to pay for it. investigation, we believe the charge or transaction should remain, we will contact you to inform you of our reasons and whether a transaction dispute service fee will be charged. If you have followed our internal complaints procedure and you are still not satisfied with the outcome of the investigation, you may refer the matter to the Banking Ombudsman. In respect of disputes between merchants and cardholders, refer to the Card transaction requirements section earlier in these Terms and Conditions. Variation of Terms and Conditions We reserve the right to vary these Terms and Conditions at any time. Notice of any such changes to these Terms and Conditions will be given at least 14 days in advance in accordance with the Code of Banking Practice. The Code of Banking Practice is available at any Co-operative Bank branch or online at www.co-operativebank.co.nz Where it is established that an error did occur (whether it was the disputed transaction complained of, or not) it will be corrected, and you will be advised of any appropriate adjustments which will be made to your Account. If, as a result of our 26 27
Definitions Bank, we, us, our or Co-operative Bank means The Co-operative Bank Limited. you or your means the Account holder or cardholder, depending on the context. Account means your nominated Co-operative Bank account from which funds may be withdrawn by using your Card. Branch means any Co-operative Bank branch. Branch terminal means each of the computer terminals installed at the service counters at our branches. Card means your Co-operative Bank Debit MasterCard or, as the case may require, such other scheme or branded card as may be issued to you from time to time under these Terms and Conditions. Contactless Terminal means an EFT terminal which can be used to make Contactless Transactions. Cycle Payment means a payment which you authorise a merchant to debit against your Account on a regular basis. Electronic Funds Device in New Zealand, means any Branch Terminals, point of sale terminals or automatic teller machines (ATM) approved by us as a device in which the Card may be used in accordance with these Terms and Conditions within New Zealand. Overseas, Electronic Funds Device means any Electronic Funds Device displaying the MasterCard, Maestro or Cirrus symbols. Electronic Funds Transfer (EFT) means the process by which funds are withdrawn electronically from your Account. You authorise an Electronic Funds Transfer by using your Card with your associated PIN, and making Contactless Transactions under $80 (NZD) with no PIN, at an Electronic Funds Device. Off-line Funds Transfer means the process by which funds are withdrawn from your Account when an Electronic Funds Device is out of operation or a merchant does not have EFT facilities. You authorise an Off-line Funds Transfer by signing or authorising the issue of an off-line payment voucher. Contactless Transaction means a transaction made by holding your Card close to the card reader on a Contactless Terminal without having to insert or swipe the Card. 28 29
want to know more or have any questions? Come and see us at your local branch, visit us at co-operativebank.co.nz or call us on 0800 554 556 30 31
32 CS 79/05/15