Question 1

How can I obtain a payment card?

Accepted Answer

To obtain a payment card, visit any branch or the Head Office of Pivdenny Bank and complete the documents provided by the bank employee.

To receive your card, you will have to provide:

a passport or another ID;
proof of your personal taxpayer ID number;
other documents required by the bank.

Customers of Pivdenny Bank can issue a payment card in the web version of the Pivdenny MyBank system.

Existing bank customers can also apply for a virtual card in the Pivdenny Online mobile app.

Question 2

What payment systems does Pivdenny Bank cooperate with?

Accepted Answer

Pivdenny Bank is a business partner of VISA, Masterсard and Prostir payment systems. Furthermore, the bank issues cards within the VISA and Masterсard payment systems.

Question 3

Can I have two cards attached to the same account?

Accepted Answer

Pivdenny Bank offers to you additional VISA and Mastercard payment cards attached to your account at the most attractive conditions to ensure a more comfortable use of the payment cards. Up to 5 additional cards can be issued for one account.

Question 4

What is the cost of opening and having a payment card?

Accepted Answer

Pivdenny Bank offers a wide choice of payment cards, starting from special cards, issued free of charge, and ending with premium cards.
See detailed information on the applicable bank rates in the “Documents” section.

Question 5

How long does it take to receive a card?

Accepted Answer

According to the internal regulations of the Bank, you will receive your card is up to 24 hours by order of the bank's branches located in Odesa and within 3 working days in the bank's branches located in other cities / regions. The bank’s employees will do their best to ensure that you receive your card in even less time if possible.

In our Head Office, you can order express card issuance, within 4 business hours. This service is available at an extra charge.

Question 6

How do I replenish my card account?

Accepted Answer

You can replenish your card account in any manner convenient to you, including:

To replenish your card account at a Pivdenny Bank branch, you need to know the number of the card or card account, specified in the account agreement. To do so, you need to have a passport or another ID.

Question 7

What do I do if my card is lost?

Accepted Answer

If you lose your payment card or it is stolen – contact Customer Support Center of the bank IMMEDIATELY by calling 0 800 30 70 30 (free of charge within Ukraine). After reporting the circumstances surrounding the loss or theft, you will have to provide information enabling us to identify you as the cardholder, i.e. the code word specified in the application for the card issuance; it will also help if you know the card number, your passport details, and the number of your individual taxpayer ID card. This will allow the bank employee to easily and quickly identify the card that needs to be deactivated.

If you are unable to provide the above information in full, the bank employee will ask you several additional questions. After that, the card will be put on the electronic STOP list.

The bank’s client support service phone number is specified on the reverse side of the card. We recommend that you add it to your mobile phone address book.

Using the Pivdenny MyBank system you can block your card online in case of loss or suspicions regarding unauthorised use of your funds.

In case of unforeseen situations or questions regarding transactions with payment cards, you may contact the bank's Customer Support Center 24 hours a day:

in Ukraine, at 0 800 30 70 30 (calls are free of charge all over Ukraine);
from abroad at +380 482 30 70 30 (the call may be billed by the operator);
via Viber, Telegram, Messenger Facebook and live-chat;
via Pivdenny MyBank system - Personal cabinet - Messages - Create a message;
via the e-mail address 307030@pivdenny.ua;
using the feedback form - refer to the footer on the bank website.

After your call on a branch of the bank we will take steps to manufacture a new card in lieu of the lost one based on your application.

Question 8

Can the bank protect the funds on my card once the card has been reported lost?

Accepted Answer

Once the loss is reported to the bank and the bank has blocked you card, all transactions processed using that card thereafter will not be processed.

Question 9

What is a CVV (CVV2/CVC2) code?

Accepted Answer

The CVV (Card Verification Value) code (CVV2/CVC2) is the code specified on the reverse side of the card after the card number. This code should be used as a supplementary means of card verification.

Never disclose your CVV2/CVC2 to third persons.

Question 10

Security procedures to be followed when using payment cards

Accepted Answer

We recommend you:

make card-based purchases in shops familiar to you;
make currency exchange transactions at authorised POS-terminals only;
when using ATMs, make sure that the ATM machine does not have any unauthorised card information reading device installed on it;
do not disclose your PIN-code*, CVV2/CVC2**, or the card expiry date to third persons;
do not leave your card unattended; when making settlements with your card – do not lose sight of your card;
do not give the card to any third persons - all transactions should be processed in your presence only.

*The PIN code is an additional means used to protect your money. Only you should know your PIN code. You will receive your PIN-code along with the card sealed in a special envelope.

Please comply with the following security rules:

Do not share your PIN code with others.
Do not write it down on your card and store it separately from your card.

The PIN code is a key to access your money. When entering your PIN code, make sure that no one is watching as you enter the digits.

Loss of the PIN code automatically entails replacement of the card. Memorise your PIN code.

Three wrong PIN entry attempts in the ATM will result in the loss of your payment card in the ATM or the card will be blocked.

**The CVV2/CVC2 is the code specified on the reverse side of the card after the card number. This code should be used as a supplementary means of card verification.

Attention! Bank officers will never request your PIN, CVV2/CVC2 or card expiry date by phone or e-mail. Never disclose your PIN, CVV2/CVC2 or your card validity term to third persons.

Question 11

My card was forfeited by an ATM of Pivdenny Bank. What do I do next?

Accepted Answer

In case of forfeiture of the card:

block your card temporary via Pivdenny MyBank system or call the Customer Support Center of the bank at 0 800 30 70 30 (free of charge all over Ukraine) to block the card by way of its putting on the STOP-list. After receiving the cardholder’s request by phone, the card will be blocked by putting it on the electronic STOP list. Once the card is blocked, no transactions will be allowed using the card;
visit a bank branch and complete an application for issuance of the card or file an application for issue of the card forfeited by the ATM via the Pivdenny MyBank system - Personal cabinet in the section "Application for services". If required, re-issue the card by making such a request at a bank branch.

The card will be returned to the holder after the regular receipt of funds from the ATM.

Question 12

My card was forfeited by another bank&rsquo;s ATM. What do I do next?

Accepted Answer

If your card was forfeited by another bank’s ATM, visit a branch of Pivdenny bank and obtain a statement that your bank has no objections to the return of your card. Provide this statement at a branch or the head office of the forfeiting bank.

Question 13

Can I use my Pivdenny Bank card abroad?

Accepted Answer

Yes, you can!
Pivdenny Bank issues VISA and Mastercard international payment system cards. The cards of these systems are used all over the world. As a rule, POS accepting VISA and Mastercard payment cards are marked with the respective payment systems logos.

Question 14

Do I have to pay fees for card-based settlements for goods or services?

Accepted Answer

No fee is charged for card-based settlements for goods or services via a POS-terminal. It does not matter to the cardholder which bank owns the terminal used to process the transaction. The price of the goods you purchase remains unchanged whether you pay for it in cash or by card.

If the currency of the account differs from the currency of settlements, a conversion fee may be charged. See detailed information on the applicable bank rates in the “Documents” section.

Question 15

What currency will be debited from my card account, if I pay for a product in euros using my UAH payment card?

Accepted Answer

The amount in EUR will be converted into UAH, applying the exchange rate fixed by the Bank for payment card-based transactions on the day the funds are debited. The funds will be credited from the account in UAH. Additionally, a bank commission may be charged for currency conversion. See detailed information on the applicable bank rates in the “Documents” section.

In any case, the funds are debited in the currency, in which your card account is denominated.

Question 16

How do I renew my card?

Accepted Answer

To renew a payment card that will soon expire, make an Application on the Pivdenny MyBank system, or call the Customer Support Center of the bank, or visit any branch or the Head Office of Pivdenny Bank and complete the documents provided by the bank employee.

To receive your card, you will have to provide:

a passport or another ID;
proof of your personal taxpayer ID number.

Question 17

How do I update my personal data?

Accepted Answer

— code word:
To update a code word, make an Application on the Pivdenny MyBank system or visit the nearest bank branch.
— surname and name/passport details/registration address/actual residence address:
To update information, visit the nearest bank branch.
— financial phone number:
To update your financial phone number, call the Customer Support Center of the bank or visit the nearest bank branch.

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FAQ

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