Bank Alfalah Limited

Your Alfalah Awami Card is your partner everywhere and is globally accepted and welcomed at locations displaying the VISA logo. It is accepted at nearly 29 million locations in more than 150 countries around the globe and at over 22,000 Bank Alfalah’s establishments in Pakistan.
Alfalah Awami Card lets you pay for shopping, entertainment, meals, travel and much more.

To keep a check on the transactions you have made on your Alfalah Awami Card, you will receive a monthly statement indicating the following:
i) Purchases
ii) Service Charges
iii) Applicable fee (if any)

If you fail to receive your statement within 7 days of your statement date, immediately inform our phone Banking Staff at 111-225-111.

Our 24-Hour Phone Banking Service is there to help you with your requests. Our well-trained and qualified Phone Banking team will be able to assist you in:
a. Activating your card
b. Answering your queries
c. Registering your complaints
d. Reporting a lost / stolen card
e. Making bill payments

Transactions made outside Pakistan will be converted from the transaction currency to US Dollars, based on international exchange rate prevailing on that date (Currency Conversion rate is a rate selected by VISA from the range of rates available in wholesale currency markets for the applicable processing date, which may vary from the rate VISA itself receives, or the government-mandated rate in effect for the applicable processing date in each instance, plus or minus any adjustment determined by the issuer). In order to assist Cardmembers, all transactions will be converted to Pak Rupees for payment. This conversion will be based on the market exchange rate quoted by authorized money changers and in accordance with the Bank’s Procedures applicable from time to time.

Q. Please define different scenarios to levy service charges.
A. Following are different scenarios to levy service charges on the monthly bill statement.
Transactor: Transactions other than BTF and fees are called retail transactions. Transactor is the cardholder who pays off all his/her liabilities (mentioned in monthly statement) within due date, and no services charges is levied on such account.
Example: If a cardholder shops for Rs.10,000 in a month and within due date pays whole Rs.10,000 so being Transactor no service charges will be imposed at all, provided that there is no BTF and cash transactions / Call & Pay.
Revolver: Revolver is the cardholder who does not make full payment at due date or even makes partial or minimum payment. For first time revolver, service charges will be charged on all transactions appearing in current statement and previous month statement from date of transactions. For second time revolver, service charges will be levied on carry forwarded balance from billing cycle date and on all transactions from transactions dates appearing in the statement. Any SBS installment will be treated as retail transaction and services charges will be levied.
Example: If a cardholder shops for Rs.10,000 in a month and at his/her due date pay Rs.5,000 , first Bank will charge him/her on Rs.10,000 till the date of partial payment i.e Rs.5,000. And from the date of partial payment onward, charges will be on remaining Rs. 5,000.
SBS/Installment Plan: Bank Alfalah cardholders can convert any transaction with the amount of Rs.3,000/- and above to a step by step (SBS) payment plan. It gives the cardholder the flexibility to convert his/her large payments into small-equally monthly installments. The customer is billed with principal and service charges separately on every month.

Q. How much is my credit limit?
A. Your credit limit is the maximum amount of credit approved in writing by Alfalah VISA. It is the amount that can be accessed through your credit card account. It also appears on your monthly statement.

Q. How is my credit limit assigned?
A. The credit limit assigned to you is based on your income, networth and credit worthiness determined from the information provided by you to us.

Q. What is the minimum amount I have to pay?
A. The minimum amount payable by you is 5% of the outstanding balance, or the minimum payment amount appearing on your card statement.

Q. How and where do I make my monthly payments?
A. You can make your monthly payments by:
1. Paying cash over the counter at any Bank Alfalah branch.
2. Sending a cheque / pay order / draft in the name of Bank Alfalah Credit Cards by mail or through the Drop Box at Bank Alfalah Branches. Charges will be applicable on all cheques that are returned unpaid. Please indicate your name and card number on the reverse side of the cheque.
3. AutoDebit for Bank Alfalah Customers (minimum balance or the total amount).

Q. What should I do if my address is changed?
A. You can inform us of your new mailing address by either sending a signed written request to Bank Alfalah Consumer Finance Division, 08 - Ali Block, New Garden Town, Lahore-54600 or by calling our 24 – Hour Phone Banking Service at 111-225-111.

Q. What do I do if I encounter a problem with my Card Account?
A. If at any time, you face a problem regarding your VISA Card, please call our 24-Hour Phone Banking Service at 111-225-111; or write directly to Bank Alfalah Consumer Finance Division, 8-Ali Block, New Garden Town, Lahore.

Q. What should I do if my Card is lost?
A. If your Card is lost or stolen, please report it to our 24-Hour Phone Banking Service immediately.

Q. What if I have a discrepancy/error on my monthly statement?
A. If you notice any error or discrepancy in your monthly statement, report the matter to our 24-Hour Phone Banking Service immediately and confirm it in writing to our Customer Services within 7 days of your statement date. In order to check statement entries and keep track of all your transactions, retain all your sales slips and printed receipt.

Q. Can I exceed my assigned Credit Limit?
A. Yes, in case of medical emergencies or travel purposes you can exceed your assigned credit limit with the prior approval of the Bank.
In case, you exceed the limit without the Bank’s prior approval, your card will be subject to Excess Limit Charges as per the Schedule of Charges.

AutoDebit
This facility is specially designed for our account holders. It gives you the option of making your minimum or full payments due as specified in your Alfalah VISA monthly statement through your Bank Alfalah Account.

If you are not a Bank Alfalah Account holder and wish to avail this facility, kindly contact your nearest Bank Alfalah branch.

Utility Bill Payments
Now utility bill payments can be made through Alfalah VISA credit cards either by calling the Call Centre or through Direct Debit instructions.

*Available on FESCO, LESCO, IESCO, HESCO, GEPCO, KESC, SSGC, SNGPL, PTCL and Warid. Other companies shortly to be signed.

Credit Card Bill Payment through Alfalah HilalCard
Now Bank Alfalah account holders can make their credit card
bill payments through Alfalah HilalCard by using this facility on ATMs.

Special Offer on Warid post paid connections
Warid post paid connections are being offered to Alfalah cardholders with exciting features.

Instant SBS Monthly Installment Plan
Bank Alfalah cardholders can convert any transaction of Rs. 3,000 or above into easy installments of 3, 6, 12, 18, 24, 30 and 36 months’ tenures at the time of transaction on Bank Alfalah merchants.

Alfalah Cards SMS Facility
Alfalah cardholders can get SMS for card usage, mini statement, payment receipt confirmation, etc. A call can be made at
111-225-111 for registration.

Zero Loss Liability
If you ever lose your card, Bank Alfalah ensures that you never have to worry about it. You are covered for all fraudulent charges made on your card as soon as it has been reported lost to us. Just make sure that you report the loss immediately upon discovery. You are completely secure against loss/theft after the card loss has been reported to us.

Travel Accident Cover
Get a comprehensive cover in case of an accident while travelling on any vessel / vehicle. The transaction, however, must be made on your Alfalah VISA Credit Cards.
The coverage value is up to Rs. 1.75 Million for Bank Alfalah Awami Card

Coverage
1. Death: 100%
2. Permanent total loss of both eyes or two limbs: 100%
3. Permanent total loss of one eye and one limb: 75%
4. Permanent total loss of one eye or one limb: 50%
5. Permanent total loss of one finger or thumb or toe: 10%

Now you can convert any transaction amount of Rs. 3,000/- and above, to a Step-By-Step payment plan. It gives you the flexibility to convert your large payments into small equal monthly installments.

What Transaction can I Transfer to SBS?
• Retail Transactions (Domestic & International)

How Can I Apply?
It is a simple three-step process:
1. Fill in the SBS application form-available at any of the Alfalah Branch or Cards Center (required only at the time of first transaction, when you apply for SBS plan.)
2. Call at 111-225-786 and book the transaction under SBS.
3. Choose from 3, 6, 9, 12, 18, 24, 30, and 36 months’ affordable payment plan.

Terms and Conditions
1. Minimum transaction amount should be Rs. 3,000/-.
2. A processing fee of 2% will be applicable per transaction.
3. Pre-closure penalty will be 5% of remaining loan amount
or Rs. 1,000 (whichever is higher).
4. SBS Plan is not applicable on partial transaction amounts.

Through Alfalah VISA’s amazing SBS plan, you can get household appliances, travel packages and other products of everyday use at convenient and easy installments facilitating you to enjoy a life of luxury best suited to your convenience.
Example:
On a transaction amount of Rs. 6,000/- the installment for 36 months is Rs. 271.68 per month (i.e. 6000 x 0.04528).

Alfalah VISA offers Cardmembers a new and powerful protection against the uncertainties of life. In the unfortunate event of prolonged illness, or temporary disability exceeding 45 days, we will pay the minimum outstanding amount on your Bank Alfalah VISA. In case of the cardholder’s death, loved ones have no cause to worry about outstanding credit card payments. All basic cardholders up to the age of 60 years are provided with this coverage up to the maximum of the outstanding amount including all supplementary card balances. Please refer to the Terms and Conditions for Credit Cover given in this booklet for further details on the applicable rights and obligations.

Alfalah Credit Cover also has a range of features (like coverage against confirmable fraudulent usage, counterfeit activity or any other unforeseen circumstances covered in our new Credit Cover policy) designed to protect you from the setbacks of life, at affordable rates.

Being automatically enrolled to the benefits of Credit Cover, you do not need to complete any forms or submit any applications for it. You will just be charged a very small percentage of your outstanding amount in each monthly credit card statement as “Credit Cover Premium”. If you feel you don’t require Credit Cover, then simply call our 24-Hour Phone Banking Service at 111-225-111.

Your Alfalah VISA Card is accepted at over 29 million physical locations in more than 150 countries around the globe, with more than 22,000 Bank Alfalah’s establishments in Pakistan.

Each month upon receiving your monthly statement make sure to check the following:

Protect your Card
In case your card is lost or stolen, you just need to immediately report the loss by calling the Bank Alfalah Phone Banking Service at 111-225-111, so that your card can be blocked. It is also advisable to report the loss in writing to the bank. A new card will be issued to you within 1 week of reporting this loss. Your replaced card will be delivered only at your Alfalah VISA Card correspondence address within Pakistan. You are protected from any purchase transactions done on your card, from the time you report the loss to us. There will be a nominal charge for replacement of the card.

Please follow these guidelines for your safety as you enjoy the convenience of technology. However these guidelines are general; therefore, specific precautions may be taken as warranted by the situation and technology.

1. Banks usually watch the cards transactions at point of sale (POS), to sort out if there are any unusual transactions, for the safety of customers and risk aversion. In such circumstances you may be contacted by your bank for authentication and confirmation of transactions. You are required to confirm your genuine transactions but do not disclose your PIN, Password etc. Such vigilance at both ends will bring synergy in the security of e-banking.

2. Keep software updated (operating systems and browsers) because fraudsters and malicious hackers are very clever and have found vulnerabilities in software’s (windows and browsers). Please ensure that operating and browser softwares are kept upto date using legitimate upgrades and patches issued by the legitimate software vendors.

3. Make sure your computer has up-to-date anti-virus software and a firewall installed. Firewalls can monitor both incoming and outgoing Internet traffic and anti-virus will protect your computer against Trojan and worm attacks.

4. Make sure your browser is set to the highest level of security notification and monitoring. The safety options are not always activated by default when you install your softwares on your computer.

5. Two of the most popular browsers are Microsoft Internet Explorer and Netscape Navigator. Check that you are using a recent version - you can usually download the latest version from these browsers' websites.

6. Only shop at secure websites - ensure that the security icon, the locked padlock or unbroken key symbol, is appearing in the bottom right of your browser window before sending your card details.

7. The beginning of the retailer's Internet address will change from 'http' to 'https' when a purchase is made using a secure connection.

8. Use sites you can trust, for example sites you know or that have been recommended to you or that carry the Trust logo.

9. Click on the security icon to ensure that the retailer has a valid encryption certificate - the address on this certificate should conform to the address on the address bar. The certificate should ensure the identity of the website and the current day's date should be within the validity dates of the certificate.

10. Keep your personal information safe – always be wary of e-mails asking you to click on a link or confirm your details. Reputable retailers, banks etc. would never ask you to disclose or confirm sensitive personal or security information. If in doubt, phone the organization first.

11. Avoid signing up for junk mail – this may result in pre-filled application forms being sent to an address long after you’ve moved out.

12. Print out your order and keep copies of the retailer's terms and conditions, returns policy, delivery conditions, postal address (not a post office box) and phone number (not a mobile number). There may be additional charges such as local taxes and postage, particularly if you are purchasing from abroad. When buying from overseas remember that it may be difficult to seek redress if problems arise, but having all the aforementioned information will help us take up your case if you subsequently have any difficulties.

13. Ensure you are fully aware of any payment commitments you are entering into, whether you are instructing a single payment or a series of payments.

14. In case you pay your utility bills using virtual banking facility, ensure that user name, customer ID, amount billed are exactly the same as in the bill sent to you by your company. The transaction receipt may be saved on the hard disk and may be printed as well. It can be referred to in case of mismatch with the Internet transaction history or the already paid bill may reappear in next billing cycle.

15. If you have any doubts about giving your card details, find another method of payment.

16. If you regularly make transactions over the Internet consider opening a separate credit card account specifically for these transactions.

17. Keep your passwords secret. Some online stores may require you to register with them via user name and password before buying. Online passwords, should be kept secret from outside parties. Keep the login information safe and secret.

18. Never send payment information via email. Information that travels over the Internet (such as email) is not fully protected from being read by outside parties. The most reputable merchant sites use encryption technologies that will protect your private data from being accessed by others as you conduct an online transaction.

19. Never click on Hyperlinks within e-mails. If you are sure that the company is genuine then directly type in the URL in the Internet browser address bar, or call the company on a contact number previously verified or known to be genuine.

20. Don’t let websites or merchants store your card information. The exchange of encrypted transactions will be better than to allow the storage of identity information on data bases.

1. Ensure receiving of statement from your bank regularly. In case you do not receive statement within 7 days of your statement date, contact your bank for a copy of the bank statement.

2. It is recommended that mini-statements are regularly produced for reconciling transactions.

3. Reconcile your transactions regularly with statements (Bank Statement or Mini-Statement).

1. Fraudulent email may bear the authentic trademarks, logos, graphics and URLs of the spoofed company.

2. The HTML tags behind the link will reveal that the underlying URL usually does not link to a page within the authentic domain.

3. The email requests confidential or personal information (such as four digit number, account number etc).

4. It may request immediate action to keep accounts or cards activated so as to use it for some fraudulent purposes.

5. The linked web site may not provide secure and authenticated communication (i.e. it does not show the closed padlock at the bottom of the web browser).

4. Does email from this sender with the contents describe in the subject line and the name of the attachment makes sense?

1. Shield your card properly and follow basic principles of card storage. Cards are sensitive to mechanical, electromagnetic, sun impacts and can be pictured using cameras if left in plain view.

2. Avoid to submit personal details for lucky draws even if these are from reputed organizations. Normally the organizations do not accept responsibility in case of theft of personal information which may cause loss to the Cardholder.

3. Be wary of responding to e-mails requesting information. If in doubt, ask for proof of identity or undertake your own checks.

6. In case of multiple cards make a list of all your cards and their helpline numbers and keep it in a safe and secured place.

7. With credit and debit cards easily at hand, try not to keep large amounts of cash at home. Your financial institution is a lot safer.

8. Cancel any unwanted or expired cards by contacting the card-issuer and cutting up the unwanted or expired card in at least two pieces.

9. If you move house make sure you contact your bank and all other organizations to give them your change of address.

10. Generally cardholders are not liable for losses resulting from circumstances beyond their control. Such circumstances include, but are not limited to:
a) Technical problems, card issuer errors, and other system malfunction.
b) Unauthorized use of a card where the issuer is responsible for preventing such use, for example after the card has been reported lost or stolen, the card is cancelled or expired.

1. Make a note of your card issuers’ emergency contact numbers and keep the information somewhere other than your purse or wallet.

2. Be careful at airports and other terminals during checking times. Ensure the safety of your cards and other important documents.

1. Don't give your card number over phone to cold callers. Only make telephone transactions when you have made the call and are familiar with the company. Be particularly cautious if you are cold-called by someone claiming to be from a bank or any authorized agency etc.

2. Have the card in front of you. You may be asked for information including the card number, expiry date, the four-digit card security code on the signature strip, issue number where applicable, and your name as it appears on your card.

3. If you feel pressured by a telemarketing salesperson, be suspicious. Never give out your account number unless you've decided to make a purchase.

4. Do not volunteer any personal information when you use your credit/debit card, other than your ID document, which may be requested.

5. If the retailer sends you written confirmation of the order, check the bill to ensure that it is correct. Keep any such receipts and check them off against your next statement.

6. If you find any transactions on your statement that you are certain you did not make, contact your bank immediately. You may be asked to sign a disclaimer, confirming that you did not undertake the transaction.

What to do if you are a Victim of Card Fraud in General:
If you discover that your card has been lost or stolen or that you have been the victim of a fraud, you should inform us immediately. But if the cardholder is shown to have acted fraudulently or without reasonable care, he would have to meet all the losses.

3. Your credit card statement includes charges for items you have not purchased or ordered.

4. A debt collection agency contacts you about goods you have not ordered or an account you have never opened.

5. You receive a telephone call or letter saying you have been approved or denied credit for accounts you know nothing about.

CAUTION:
KINDLY DO NOT GIVE AWAY YOUR CARD TO ANYONE IN ANY CASE E.G. FOR LIMIT ENHANCEMENT OR CANCELLATION OF YOUR CARD ETC. WITHOUT CUTTING IT INTO TWO HALVES.

You are requested not to hand over your Credit Card to anyone even if he/she identifies himself/herself as a representative of the bank. We are available through our 24-Hour Phone Banking Service for your inquiries, or verification of any promotion or service that might be offered to you by any bank representative. Please call our 24-Hour Phone Banking Service at 111-225-111 before confirming acceptance or rejection of any such offer made to you by phone or in person.

If you are instructed to surrender your card by our Phone Banking Service, or you want to surrender the card yourself, you are requested to use the drop box placed at all our branches or courier the card(s) to us. To ensure safety of your card without the possibility of its usage during mailing, please cut your card into two separate halves vertically so that the data encoded on the magnetic strip is destroyed.

The following Schedule of Charges is associated with Awami Card. Please make a note of the following so that you are fully informed of the charges on your Card.

These charges are subject to change on half yearly basis. You may collect latest copy of schedule of charges from any of our nearest BAL branch.

While travelling, please keep the enclosed Quick Reference Numbers with you for emergency assistance at all times.

Country	GCAS toll free
Anguilla	1-800-847-2911
Antigua	1-800-847-2911
Argentina	0800-666-0171
Aruba	800-1518
Australia	1800 450346
Austria	0800 293 084
Bahamas	1-800-847-2911
Bahrain	800-006
Barbados	1-800-847-2911
Belgium	0800 78465
Bermuda	1800 6230127
Bolivia	800-10-0188
Bonaire	001-800-847-2911
Brazil	0800 891 3680
British Virgin Islands	1-800-847-2911
Brunei	Access Code
	800-1111 then
	866 765 9644
Canada	1866 639 1911
Cayman Islands	1-800-847-2911
Chile	1230-020-2136
China	10800 4400027
Columbia	01800 912 5713
Costa Rica	0800-011-0030
Curacao	001-800-847-2911
Denmark	808 83399
Dominica	1888 425 2844
Dominican Republic	1-800-847-2911
Finland	0800-11-0057
France	0800 904349
Germany	0800 1822891
Greece	00800 4412 1092
Grenada	1-800-847-2911
Guam	888 425 0227
Guatemala	1-800-999-0115
Hong Kong	800 900 782
Hungary	06800 14352
India	Access Code
	000-117 then
	866 765 9644
Indonesia	001 803 44 1600
Ireland	1800 509042
Israel	1-800-941-1605</