Frequently Asked Questions for Individuals

The daily limit determines the maximum amount of transactions by card in one day.

POSSIBLE REASONS:

• The PIN (four-digit number) provided with your card was entered incorrectly three times
• The card is not valid, i.e. the card has expired
• ATM malfunction
• Damaged card

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SOLUTION:
Call 020/481-423 and report that the ATM has retained your card, or send an email to cards@ucbank.me with your contact details so that Bank employees can contact you

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NEXT STEPS:

• If the card was issued by Universal Capital Bank AD Podgorica, the Client must provide an identification document at the Bank counter to confirm ownership of the retained card.

• If the retained card was not issued by Universal Capital Bank AD Podgorica before the Client’s identification at the Bank counter, it is necessary to obtain approval for the handover of the retained card from the card services department of the issuing bank

The expected time for collecting a retained card is up to 7 working days.

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POSSIBLE REASONS:

• ATM malfunction, connection problem between the ATM and the Bank

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SOLUTION:

• If the card was issued by Universal Capital Bank AD Podgorica, you need to call 020/481-423 and report that the ATM did not dispense cash, although you received an SMS notification of a debit from your transaction account, or send an email to cards@ucbank.me with valid contact details so that Bank employees can contact you with instructions on the next steps

• If the card was not issued by Universal Capital Bank AD Podgorica, you need to contact the card services department of the issuing bank and report that the ATM of Universal Capital Bank AD Podgorica did not dispense cash, although you received an SMS notification of a debit from your transaction account, or send an email to cards@ucbank.me with valid contact details so that Bank employees can contact you with instructions on the next steps.

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NEXT STEPS:

• If the card was issued by Universal Capital Bank AD Podgorica, during the ATM cash loading/unloading process, the money inside will be counted and, if a surplus is identified, the amount will be transferred to your transaction account.

• If the retained card was not issued by Universal Capital Bank AD Podgorica, you need to contact the card services department of the issuing bank with the situation, so they can contact Universal Capital Bank AD Podgorica with a request to check the cash amount in the ATM involved. If a surplus is confirmed in the corresponding amount, that amount will be transferred to your transaction account at the bank that issued the card.

POSSIBLE REASONS:

• Error in the Operator’s system (Telekom, Mtel, One…)
• Connection error between the ATM, Universal Capital Bank AD Podgorica and the Operator

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SOLUTION:

• If, after both debit SMS messages, the available account balance is the same, there is very little chance that a double debit has occurred; the SMS was most likely repeated due to a connection issue with the operator. Monitor the available balance after the next debit/credit SMS; in case of discrepancy, it is necessary to report the situation by calling 020/481-423 or sending an email to cards@ucbank.me so that Bank employees can contact you with instructions on the next steps
• If, after both debit SMS messages, the available account balance has been reduced twice, it is still unlikely that a double debit has occurred; the SMS was most likely repeated, showing a reduced balance due to a connection issue with the operator and the Bank. Monitor the available balance after the next debit/credit SMS; in case of discrepancy (i.e. if after the next debit/credit the balance is not increased by the amount from one of the duplicate SMS notifications) it is necessary to report the situation by calling 020/481-423 or sending an email to cards@ucbank.me so that Bank employees can contact you with instructions on the next steps

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NEXT STEPS:

• If a double debit has occurred on the account linked to the card, Bank employees will easily verify it and return the double-charged amount to your account

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POSSIBLE REASONS:

• The amount you are withdrawing at the ATM or paying at the POS terminal is greater than the available balance on the account linked to the card
• The amount you are withdrawing at the ATM or paying at the POS terminal is greater than the set daily limits for card withdrawals or payments.
• Error in the operation of the POS terminal or ATM
• The card is blocked

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SOLUTION:

• Increase daily limits for ATM withdrawals and POS terminal payments
• Try the payment again at another POS terminal if the merchant has more than one terminal
• Try withdrawing cash again at another ATM
• Check the card status with the Bank that issued the card

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NEXT STEPS:

• If the card was issued by Universal Capital Bank AD Podgorica, with an identification document, you can change the set daily limits by submitting a request for limit modification, as well as check the status of the card at any Bank counter.

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An electronic device that primarily enables automatic cash withdrawals from an account, checking the balance of the cardholder’s account, as well as other services provided by the Bank through this device, with PIN authorisation.

An electronic device at a point of sale or cash-out location intended for carrying out payment transactions for goods and/or services or

cash withdrawals, as well as other payment transactions supported on it, initiated by card.

The total daily permitted amount of cash withdrawal transactions per Card, and the total daily permitted amount of payment transactions at points of sale per Card.

For security reasons, daily limits are defined for the use of payment cards. The daily limit for cash withdrawals at ATMs is EUR 500, while for payments at points of sale (POS) it is EUR 1,000.

Contact the Bank immediately and submit a complaint.

Yes. Daily limits are adjustable and, with the Bank’s approval, may be changed at the User’s request with a signed application. The Bank, in accordance with its business policy, reserves the right not to execute a change of daily limit and is not obliged to provide the User with an explanation of its decision.

SOLUTION:

If the card was issued by Universal Capital Bank AD Podgorica, you need to call 020/481-440, send an email to cards@ucbank.me, or visit the nearest Bank branch in person to report the theft or loss of the card.

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NEXT STEPS:

Immediately upon receiving the report, Bank employees will block the card and submit a request for issuing a new card. Once the new card is produced, you will be notified when you can come to take it. Note: When a new card is issued, the PIN code will be changed.

It is possible to change the PIN only for Mastercard cards.

Yes. Payments and cash withdrawals abroad can be made with all payment cards from our offer.

Yes. Online payments can be made with the payment cards we offer, with the activation of mToken.

The Bank offers debit and credit cards, Mastercard and VISA.

The Bank offers users Mastercard Standard Debit and VISA Classic Debit.

The Bank offers users Mastercard credit cards:

• Mastercard Standard Credit
• Mastercard Platinum Credit
• Mastercard Platinum Metal Card

The Bank offers users VISA Prepaid cards. The minimum deposited amount is EUR 20, and the maximum amount is EUR 2,000.

Debit cards are linked to your current account, and your spending capacity depends on the available funds in the current account. Credit cards allow you to use funds up to the credit limit approved by the Bank. For the funds used, the Bank charges interest.

You must immediately notify the Bank’s Call Centre at +382 20 481 440 to prevent further misuse. The verbal notification is valid only if confirmed in writing within 3 days at the nearest Bank branch, or the nearest bank abroad displaying Mastercard/VISA signs, or by fax at +382 20 481 482. If the cardholder suspects that the card has been stolen, they are obliged to report the theft both to the Bank and to the police.

You can activate your card in person at the Bank or by sending the signed documentation (which you received with the card) in original.

Yes, we can issue an additional debit/credit card.

The Bank will automatically reissue a new card before the old one expires, and you can collect it at one of the branches.