Customer Care

Do you have any enquiry for us?

Please check our FAQs and other channels

Help and Services

Frequently Asked Questions (FAQs)

For your convenience, we have developed the FAQs below to help you with any enquiries.

FAQs

Accounts
1. Is there a minimum balance to be maintained in the CBD Digital Current Account?
Yes, for Personal Banking Account a monthly average balance of AED 5,000 is to be maintained to avoid fall below fees.

2. What are the charges if the minimum monthly average balance is not maintained?
For Personal Banking Account a fall below fee of AED 105 (inclusive of 5%VAT) will be applied if the minimum monthly average balance is not maintained. Please see all fees and charges on our website fees-charges.

3. What fees, charges and interest rates apply to the CBD Accounts?
You can check all fees and charges on our website fees-charges.

4. When will the Current Account be activated?
The CBD Current Account will be activated post Account opening journey is completed.

5. How do I apply for bank Account statements?
Your Account statements are available in PDF format on both the CBD Online Banking platform and the CBD Mobile Banking application.

6. How do I receive a stamped bank Account statement and what are the charges?
You can get stamped bank Account statement through the CBD Mobile Banking application and you will not be charged. Alternatively, you can apply for original stamped bank Account statement at a branch. Our fees and charges are regularly updated on our website. Please click here to view the most recent Fees & Charges for your desired service.

7. How to download the statements using the CBD Mobile Banking application?
Your account statements are available in PDF format on both the CBD Online Banking platform and the CBD Mobile Banking application.
  1.  Login to CBD Mobile Banking with your registered credential
  2.  Select your Account from the app menu
  3.  Select ‘eStatements’
  4.  Select the month and share the PDF format either to your email address or via WhatsApp

8. How to download the statements using Online Banking platform?
  1.  Log in to Online Banking with your registered credentials
  2.  Select ‘Accounts’ from the overview page on the online portal
  3.  Select ‘Account number’
  4.  Select ‘Statements’
  5.  Select the month
  6.  Download and save the PDF

9. How do I get the letter which includes my IBAN details?

IBAN letters are available in PDF format on both the CBD Online Banking platform and the CBD Mobile Banking application. You can find your IBAN printed on your monthly statement as well.

10. How can I deposit cash into my Account?
You can deposit cash using:
  • CBD ATMs which has CDM facility.
  • Branch tellers. 

11. What is the limit for daily cash deposits through CBD ATMs?
Daily Cash deposit limits using CBD ATMs are as follows
  • Direct Segment – AED 10,000.
  • Personal Segment – AED 40,000.
Amounts higher in value than your ATM deposit limit can be deposited through our in-branch teller services. Please visit branch-atm-locator for up-to-date branch locations and timings.

12. What is the process for closing a CBD Account?
According to Terms & Conditions, Bank reserves the right to close your Current or Saving Account if the Account balance is ‘zero’ with no activity for ninety (90) consecutive days or more, or Monthly Maintenance Fee (or similar) could not be collected in its full value from their Account for ninety (90) consecutive days. You can visit your nearest CBD Branch and request to close the Account. You are required to present your passport or Emirates ID. Our branch team will advise you on the timelines after verifying your banking relationship.

13. How do I close my Account while I am out of the country?
Should the Account holder decide not to return to the UAE, he/she are required to first clear the available balance in the Account, and write to us at [email protected] using the registered email address with the bank. The Account closure request will be actioned subject to approval.

14. How do I reactivate a dormant or a locked Account?
To reactivate a dormant or a locked Account, please visit our CBD branch. Please note you will need to provide your original valid Emirates ID or passport. Upon validation of documents, the Account will be activated in 2 working days. In case of other requirements the Branch staff will advise further.

 



Cards
1. How can I activate my Debit Card or Credit Card?
To activate your new Debit Card, you can:
  1. SMS the following to 4266, ACT LAST 4 digits of the card, through your registered mobile number
  2. Login to CBD Mobile or Online Banking
  3. Call 600 575 556 and follow the Interactive Voice Response system (IVR) instructions or
  4. speak to one of our Phone Banking representatives

How to activate through CBD Mobile Application:

1. Download CBD Mobile Application.
2. Login to CBD Mobile Application with registered credentials.
3. Go to ‘Cards’ and select Debit Card or Credit Card.
4. Click on ‘Activate card’

How to activate through Online Banking:

1. Go to Online Banking through the link Click here
2. Login with your registered credentials.
3. Click on ‘Accounts’.
4. Click on ‘Cards’.
5. Choose ‘Debit Card or Credit Card’.
6. Click on option ‘Activate’.


2. How do I change my Debit Card or Credit Card PIN?
You can change your Debit Card and Credit Card PIN number by logging on to your mobile application:
  1. Login to CBD Mobile Application with your registered credentials
  2. Go to ‘Cards’ and select ‘Debit Card or Credit Card’
  3. Click on ‘Change PIN’
  4. Enter PIN and confirm the same PIN and ‘Continue’

3. What should I do if I forgot my debit card or credit card PIN?

If the card PIN is not blocked

You can reset the PIN Through CBD Mobile Application
  1. Login to CBD Mobile Banking
  2. Go to ‘Cards’ and select the Debit Card
  3. Click on ‘Change or unblock PIN’
  4. Enter PIN and confirm the same PIN and click Next
  5. Enter the OTP you received on your mobile number and click next

If the card PIN is blocked (After 3 unsuccessful PIN entries):

Please call our contact center team on 600 575 556 and they will help you reset your PIN.
  1. Press 1 for 'Banking Services'
  2. Enter your 16 digit card number or account number
  3. Enter the PIN
  4. Press 1 for 'Debit Card' or press 2 for 'Credit Card'
  5. Press 0 to speak to Contact Center Agent

4. How do I cancel my credit card?
You can cancel your credit card by calling us on 600 575 556 between 9AM to 5PM seven days a week.
  1. Press 1 for 'Banking Services'
  2. Enter your 16 digit card number
  3. Enter the TIN
  4. Press 2 for Credit Card
  5. Press 0 to speak to Contact Center Agent

5. My card is expiring soon what do I do?
We will dispatch your new credit card through courier 2 weeks prior to the expiry date of your existing card.
If you have any queries, please call our Contact Centre team on 600 575 556.

6. How can I pay my Credit Card bill?

For customers who have an existing CBD account

You can use the CBD Mobile Application to pay your credit card bill:

  1. Login to CBD Mobile Application with your registered credentials.
  2. Select ‘Pay’ from the app menu
  3. Select ‘Credit Cards’
  4. Select ‘My CBD Card’
  5. Enter the payment details
You can also pay your credit card bill using the CBD Cash deposit machines available at our branches.

For customers who do not have an existing CBD account

You can pay your credit card bill by way of:
  1. Exchange houses
  2. Local fund transfer
  3. CBD cash deposit machines

7. How do I request for a Credit Limit increase?
You can call our customer service team on 600 575 556 between 9AM to 5PM seven days a week, and place the request for a credit limit increase.
Please note that limit increases are subject to the completion of 6 months card usage with no late payment fees.

How to connect with our CBD Contact Center

  1. Press 1 for 'Banking Services'
  2. Enter your 16 digit card number
  3. Enter the TIN
  4. Press 2 for Credit Card
  5. Press 0 to speak to Contact Center Agent

8. How to Apply for an Easy Payment Plan?
Easy Payment Plans can be done through our Online Banking and CBD Mobile Application.

Through Online Banking:

  1. Login to Online Banking with your registered credentials.
  2. Select ’Easy Payment Plan’ under ‘Card Services’.

Through CBD Mobile Application:

  1. Login to CBD Mobile Application with your registered credentials.
  2. Go to ‘Cards’ and select the credit card you want to use to avail the EPP
  3. Go to ‘Services’
  4. Select ‘Easy Payment Plan’

10. When will the debit card be delivered?
The debit card will be delivered within one week of account opening subject to Bank’s requisite regulatory checks.

11. Can CBD debit cards be used internationally?
CBD provides an international debit card which can be used worldwide.

12. Can a CBD Digital Current Account customer apply for a credit card?
Yes, the customer can apply for a CBD Credit Card by logging to CBD Mobile App and requesting for the same.
The credit card application will be subject to Bank’s verification process and approval will be at Bank’s sole discretion.

13. My transaction is placed on hold or has been declined in my Account / Card. When will the amount be released?
If the merchant has not claimed the funds held in your Account / Card, the amount will be auto released in 12-14 days.
General
1. How can I request a Cheque Book?
You can request a new cheque book through Online Banking in just a few clicks.
Click here to know how to request a cheque book via CBD Online Banking.
Click here to login to Online Banking.

2. Where can I find CBD ATM Machines?
You can use our Branch and ATM locator  branch-atm-locator to locate your nearest ATM.

3. How do I update my KYC records?
You can update your KYC records with CBD by visiting our dedicated KYC portal: https://kyc.cbd.ae/ekyc/#/authentication/update-details
Please note that all customers are requested to provide this information to avoid any interruption or suspension of their banking services.

4. How do I apply for a Liability Letter or a No Liability Letter?

A Liability Letter (LL) or a No Liability Letter (NLL) can be applied for by visiting a CBD Branch.

Please note that both letters are issued within seven working days for AED 63 (5% VAT inclusive).


5. How will the Etisalat Smiles points be credited?

The Bank will notify Etisalat to credit Smiles points, for eligible customers, to the registered UAE mobile number in the Bank’s records.
The mobile number will be automatically enrolled through Etisalat to earn Smiles and the customer will be notified
of enrolment and earning activities via email and/or SMS by Etisalat.


6. When will the Etisalat Smiles points be credited?

For all eligible transactions and balances, earned Smiles points for a given month will be processed by the 20th of the following month.


7. How can I check available Smiles points and redeem them?

Smiles points balance check and redemption can be done through Etisalat Smiles App.

Here’s how you can get in touch with us

24/7 Chatbot

  • Our dedicated virtual assistant Aysha is available 24/7. Refer to the chatbot icon on the bottom-right of your screen.

Call Center

  • If your enquiry is urgent, please call us
    on 600 575 556 (within the UAE) or +971 600 575 556 (outside of UAE), so we can help you straight away.

    Our Contact Center is available from 9:00 AM – 5:00 PM. You can report a lost/stolen card or a fraudulent transaction post 8:00 PM.

Service Promise

Your satisfaction is extremely important to us, as a valued customer, we made it easy and simple for you to voice your concerns

Learn more

Download the CBD App and access your financial future from the palm of your hand.

Explore Mobile App Features
+971
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
App Store CBD Google play CBD App gallery CBD

Other ways to connect

Get in touch

Accessibility