Reference for the holders of BTA Bank payment card

Privileges Program for Visa Gold/Visa Platinum Premium cardholders rendered by International Payment System (IPS) «Visa Int.»

General information

Payment card is issued with maturity of 1-3 years and is valid including day indicated in the card body.
The card is to be executed on behalf of the holder and shall not be subject to passing to other persons. As soon as the card is received, the holder shall sign the reverse side of the card body. The card may be received by the holder personally, attorney (by notarized power of attorney) or via courier service under written application. The card is to be blocked during transportation. De-blocking is made by Card Service upon receiving the card. For this purpose the card holder shall call: +7 (727)2505-111, +7 (8000) 805-806 (free) or apply to his/her personal account manager. Card holder shall notify the bank in writing on any changes to data indicated in the application to receive the card. The holder shall be entitled to use the card in compliance with the provisions of Agreement on issue and use of the payment card and laws of the Republic of Kazakhstan. In case the holder wishes to extend term of the payment card he/she shall 14 days prior to card expiration apply to the bank’s branch to reissue the card.

Types of International cards to be serviced outside Republic of Kazakhstan:

• Electronic: Visa Electron, Cirrus/Maestro Int., Visa Electron Instant

These cards are used to dispense cash from ATMs and pay to service and trade companies with Visa/Visa Electron or MasterCard/Maestro logo. Such card transactions are made by electronic devices only, i.e. ATMs and POS-terminals. VISA Electron / Cirrus Maestro International Card holders can be serviced within their funds available in the card account.

• Classic: Visa Classic, MasterCard Standard

These cards are used to dispense cash from ATMs and pay for goods and services in any country of the world where Visa/Visa Electron or MasterCard/Maestro logo is availabe. They are services both in electronic and manual devices. This type of cards is used to book hotel, air tickets or rent a car.

• Gold: Visa Gold, MasterCard Gold

These payment cards are symbol of welfare and high repute of the customer. They guarantee their holders high service quality throughout the world as well as number of additional services and options such as significant discounts for goods and services abroad, favorable offers from hotels and car rent companies, etc. Gold cards provide bank loan option. Holders of the cards can enjoy Visa International and MasterCard International (Visa/ MasterCard Global Customer Assistance Service).

• Platinum: Visa Platinum, MasterCard Platinum

These cards are symbol of high status of the customer and dedicated to people appreciating prestige and international recognition. Special partner network worldwide provides special services to such holders with a number of options such as considerable discounts for services and goods abroad, hotels and car renting. Platinum cards provide extensive bank loan option, additional options during trips for business or pleasure. Visa International and MasterCard International. (Visa / MasterCard Global Customer Assistance Service).

To go abroad one shall:

• Check card validity;
• Request list of ATMs in the target city from the site (www.visa.com, www.mastercard.com/atmlocator);
• Activate card by entering correct PIN code in BTA Bank’s ATM or by calling Card Service at: +7 (727)2505-111, +7 (8000) 805-806 (free) or address personal account manager;
• Check card account balance and value of authorization limit for debit transactions (both cash and cashless transactions);
• Change daily authorization limit in case the amount to be dispensed or designated for cashless payments exceeds fixed limits.

Since March 1, 2009 all types of BTA Bank JSC cards have daily authorization limit for debit transactions (both cash and cashless transactions) in the amount of 1 000 000 (one million) KZT per day, including:

• Limit in the amount 500 000 (five hundred thousand) KZT per day in case dispensing cash via ATMs and bank’s units by the following cards: Business, Gold, Platinum;
• Limit in the amount of 400 000 (four hundred thousand) KZT per day in case dispensing cash via ATMs and bank’s units by cards: Classic, Business Electron;
• Limit in the amount 350 000 (three hundred fifty thousand) KZT per day in case dispensing cash via ATMs or bank’s units by Electron, Electron Instant; 350 000 (three hundred fifty thousand) KZT per day by "Deposit 24" Card, but not in exceed of 1 000 000 (one million) KZT per month.

Such limits concern all devices (ATMs, POS-terminals) in either Republic of Kazakhstan or foreign countries.
To change daily authorization limit you need to apply to any Bank’s unit not later than 5 (five) days prior or connect to Internet banking.

• To monitor debit transactions made in a foreign country, BTA Bank kindly suggests to connect to Internet and SMS-banking. Please study provisions and register in Internet-banking at www.btanetwork.kz/internet/, provisions and electronic application to connect to SMS-banking at http://www.btanetwork.kz/sms/.

The following is to be remembered:

PIN-code

PIN-code is a personal identification number, secrete code to identify card holder.
Attention! Entering PIN-code upon payments or cash dispensing shall mean that the transactions are to be confirmed by the card holder, i.e. PIN-code shall be known by card holder only. Disclosure or transfer of PIN-code to third parties is forbidden. In case you disclose PIN to third parties the Bank shall not be liable for transactions under the card.

Getting cash by card

One can get cash in ATMs, bank’s units to service cards of the given payment systems.

ATM use directions

ATM use is not much difficult as far as ATM provides all necessary directions. To dispense cash you need to put card into card reader and the card is sucked into ATM. Following directions in the screen you enter all relevant commands from key-board (buttons are located at both sides of the screen and below the screen). ATM will request you to enter PIN. Afterwards you select required amount if indicated in the screen or print it by keyboard, ATM releases the card, prints receipt and dispenses cash. Procedure sequence can vary in different systems though they are all compulsorily made. ATM is a highly technical device. Its efficiency depends on correct use, thus it is necessary to follow the following rules while dispensing cash:

• Cash dispensing via ATM is always in self-service mode. Transaction sequence required to dispense cash via ATM is displayed in the ATM screen. Soon after card transaction and getting cash ATM prints the receipt. In order to keep confidentiality of information related to the card holder it is advisable to take printed receipt and never leave it next to ATM.
• Card transaction for effective card and correct PIN can be rejected under reasons as follows:
• Requested amount cannot be dispensed by notes available with ATM. It is necessary to request amount multiple to the minimum value indicated in the directions of the given ATM;
• Requested amount exceeds single payment limit determined by ATM size. It is necessary to divide amount into several parts and repeat the transaction;
• Requested amount exceeds amount available with the card holder (subject to bank’s fee for card transaction provided it is determined by tariff rates). It is possible to request less amount after inquiring card account balance.
• While dealing with ATM you shall remember that the card or cash dispensed shall be taken within 20 seconds otherwise security system of ATM will suck card or banknotes into ATM and will be stored in a special tray. In such cases you can return card applying at:
• local bank to service the ATM and only after clarifying reasons of card retention and consulting with the bank;
• Bank for support in negotiations with local bank to service the ATM;
• Bank after getting card from local bank to service the ATM only after clarification of reasons of card retention.
• Card transaction amount (or non-withdrawn amount) written off from card account upon authorization can be replenished only after ATM re-collection and indication of non-withdrawn amount by the card holder.
• In case of entering incorrect PIN code or exceeding card account balance ATM will notify thereof and transaction will be rejected and ATM will suggest to repeat PIN entering.

Please be careful! You have just three attempts for correct PIN code entry.

• Upon dispensing cash from ATM please note that ATM can retain payment card in the following cases:
• Erroneous PIN entry – up to three times;
• Card expiry;
• Untimely (in exceed of 20-30 seconds) or erroneous performance of instructions in ATM screen;
• Mechanic or electromagnetic damage of the payment card;
• Technical deficiency or ATM defects.

The Bank shall be not be liable in case of ATM blocking or defects which result in card damage as well as in cases where currency restrictions of the host country and fixed limits for ATM cash dispensing affect card holder’s interests.
To avoid erroneous PIN entry, BTA Bank kindly offers a new service “PIN change in ATM”. The service shall enable you to change PIN in your payment card to any 4-digit combination. Service fee is 100 KZT.
Attention: if your card is retained by ATM on the reasons as above you need to contact the Bank and block the card. This shall prevent potential fraud with your card after ATM retention.

Taking cash in bank’s cash offices and payment for goods and services in trade outlets

• A teller shall be entitled to request ID from the card holder. In case ID is unavailable the teller shall be entitled to reject transaction with the card. In CIS countries any bill shall include customer ID data however ID is required in a number of countries so you’d better have it with you.
• In case of automatic mode authorization card transaction correctness is confirmed by holder’s signature in the bill. A customer signs the bill after thorough data verification (name of trade outlet, card number, authorization code, transaction amount and currency).
• In case of voice authorization, Card Service shall be entitled to require additional information known by card holder only and provided upon application filing (code word, date of birth, etc.). If allowed, a teller executes slip and asks the card holder to sign the slip blank. Card holder shall verify amount, currency and transaction date indicated in the slip and sign it.
• If Card Service requires, the teller shall be entitled to retain the card. Reasons to retain the card:
  • The card is blocked;
  • The person to produce the card is not an authorized user.
• To get cash in a bank’s unit it is necessary to note that the teller shall be entitled to refuse dispensing cash in cases as follows:
  • The card is expired;
  • Mechanic or electromagnetic card damage;
  • The card doesn’t belong to the person to produce it;
  • The card is included into a list of lost or stolen cards;
  • There are no documents to identify the card holder;
  • Issuing bank’s refusal (the card is blocked);
  • Technical deficiency;
  • Cash overdraft or insufficient funds in the card account.
• The Issuer shall not be liable in case the card has been rejected by trade or service outlets. However, in all such cases please kindly contact the bank at: +7 (727) 2500-111, 2500-222, or refer to your account manager and inform on date/time of rejection, transaction amount and name of the entity to reject.

Commission fee you pay for cashing

While using other banks’ network and ATMs for cashing you pay more than in BTA’s network. This is why you’d better cash larger amounts at a time in order to avoid commission losses. Please note that if you cash money with other banks subject to the country you can pay 1-5% commission fee for being serviced by such Bank’s manager. ATMs do not always charge commissions and if so, the ATM will usually notify you on the charge amount.
Thus, if you leave for business or pleasure please do not cash your money at once, first enquire which bank charges less commission fee and which ATM services customers free of charge. You can enquire on BTA’s commission fee for cashing in commission fees for natural persons section.

Hotel reservation payment

This area of card application is the most troublesome both for the customer and bank. One shall be very careful while reserving a hotel room.

• There are international rules to reserve rooms in hotels. If a card holder contacts a hotel via phone and reserves the room for a particular period the card holder shall fax or e-mail order with card details.
• All amendments into and cancellation of reserved services shall be executed in writing and faxed or e-mailed as well as confirmed by the hotel manager to avoid any misunderstandings. In case the customer doesn’t appear in the hotel till the day following arrival date the reservation shall be considered as cancelled and penalty shall include one night fee.
• There is a possibility to make a guaranteed room reservation for a certain period. As the result the card is charged with the amount equal to the whole reservation period as far as the room is reserved for the customer.
• Settlement procedure enables to make final writing-off transaction from the customer’s card account upon checking out. Hotel manager calculates fees of all services provided and draws up a bill. To avoid repeated writing-off from the payment card the holder shall notify hotel manager that the amount has been blocked and provide the code of guaranteed reservation confirmation which shall enable the hotel manager to confirm the transaction and provide the card holder cheque with final transaction amount to sign it. To avoid any misunderstandings the card holder shall keep all documents provided by the hotel. Larger hotels have service of advance settlement and payments after settlement. Such service is convenient for both hotels and card holders as far as the customer gets statement without any delays even during rush hours of the hotel. The procedure enables to provide additional bills to the customers for room service, telephone calls, mini-bar after checking out, etc. Upon checking in the manager explains hotel rules as to advance settlement procedure.

Upon checking in, the manager:

• Provides the customer with services agreement which shall include code of reservation guarantee confirmation;
• Notifies the customer on hotel rules as to advance settlement procedure;
• Requests to return executed agreement at any time prior to checking out.

After checking out, the manager:

• Executes a bill including final amount with indication of "advance settlement" or "signature" in the signature column which the customer provides for staying in the hotel including restaurant bills, communication bills, etc.;
• Sends documents (detailed invoice for hotel services) within three business days after checking out via mail or otherwise.

Car rent by payment card

There are no unified rules for car renting as far as each company has its own rules, however we can point out the following peculiarities:

• Upon renting a car the amount equivalent to whole car rent period fee is blocked in the card account.
• If final settlement is made in the other branch the same amount may be blocked twice. This branch may not be aware of the amount blocked in your account and thus it blocks the whole rent amount again.
• Upon taking a car you shall study the contract carefully. It shall include technical status of the car. Usually the car has a good appearance, however take a thorough look for any scratches and dents as far as insurance covers damages exceeding certain amounts. Damages for the value less than that certain amounts are covered by the customer.
• There are also cases when the customer is required to pay penalty for road traffic offence with evidence in the form of photos of the car driven by the customer with date, time, car speed and speed allowed. Such photos are made by special police devices installed in the roads.

Note: in order to avoid cases of extra blocked amount in the card account (for renting a car, staying at a hotel) you’d better keep all documents (Rent Contract, cheques, hotel invoices, etc) which if necessary help to challenge extra debited cash.

Statements under account

Account statement is a document to include all transactions under account for a requested period of time. Account statement is provided by the bank to the card holder for a certain fee as per bank’s rates. If required Visa Classic/MasterCard Standart statements are provided regularly (monthly, quarterly, etc.) as per bank’s rates.

• Card holder can get statements from personal account manager, by mail, courier (in Almaty only) or independently via Internet-Banking.
• In case of any difference between transactions in the statement and actual ones, the card holder shall immediately notify the bank on such differences.
• The customer shall immediately contact the Bank with claim on questioned transaction not later than 45 (forty five) calendar days since transaction with all relevant documents (slips, cheques, etc.). If the claim is reasoned the bank under investigation results can cancel the valid card transaction and return transaction amount if possible.

Cases to block the card

Emergency

• In case of card loss or theft the holder can call VISA and MasterCard services and request emergency cash. The service operator requests the issuer for cash dispensing authorization after which informs the card holder on the place to get cash. The rates for the service are as follows in the table below.
• In case of card loss or theft abroad the holder may call the issuing bank and request the emergency issue of the card and send to the address detailed. In such a case the card holder shall pay commission fee for emergency card issue under double rate together with express mail service fee. Card issue and delivery procedure usually take 3-4 days.

Rates for the Customer Global Assistance Service

Rates for VISA/MasterCard Global Assistance Service (GCAS)

Services \ Cards	Classic/Standard	Business	Gold, Platinum
Getting information on lost/stolen cards	$35.00	$35.00	$35.00
Communication with card holder’s bank	$7.75	$7.75	$7.75
Emergency card re-issue	$225.00	$250.00	$250.00
Emergency cash dispense (up to $5000)	$175.00	$175.00	$175.00

Increased risk countries

Due to fraudulent activities with banking cards BTA Bank kindly reminds you on necessity to observe safety precautions while paying for goods and services by card or getting cash.

BTA Bank requests you to take extra precautions while using card in increased risk countries such as: Thailand, Taiwan, Australia, Austria, Albania, Belorussia, Belgium, Bulgaria, Bosnia, Brazil, Great Britain, Hungary, Germany, Greece, Egypt, Israel, India, Ireland, Spain, Italy, Canada, Catarrh, Cyprus, China, Korea, Kosovo, Latvia, Lithuania, Maldives, Moldova, Montenegro, Nigeria, the Netherlands, Norway, United Arab Emirates, Pakistan, Poland, Portugal, Russian Federation, Romania, Serbia, Hon Kong, Indonesia, Malaysia, Mexico, Singapore, Ukraine, Japan, Slovakia, Slovenia, USA, Tunis, Turkey, Philippines, Finland, France, Croatia, Czech Republic, Switzerland, Sweden, Sri-Lanka, Estonia, Ethiopia.

While being in the countries as above please use your card in world brand shops, cash money in airports, international hotels or major banks’ branches.
In order to avoid instances of unauthorized transactions under your card BTA Bank makes additional verification of such transactions and can reject processing of doubtful authorization requests received from countries of increased risk for banking cards fraudulent use. We shall process transactions authorized by you only.

Note: to secure transactions with cards and in order to prevent possible fraud, BTA Bank kindly suggests to reissue card after being serviced by cards in such countries.

Conclusion

The Bank provides card service by the standards of VISA International and MasterCard International subject to their legal norms.
The Bank is liable for keeping secrecy for card holder’s financial transactions and information under card transactions may be disclosed to third parties in the procedure of the laws of the Republic of Kazakhstan. The card holder shall inform the bank on all amendments in his/her details specified in the application for payment card issue.
In compliance with the laws of the Republic of Kazakhstan the bank shall be entitled to verify data provided by the card holder as well as authenticity of ID documents.
The Bank shall not be both financially and legally liable to the card holder for situations beyond its control related to failure of payment, settlement, processing and transmitting systems and if payment card is not accepted by a third party.