NOTICE TO THE CUSTOMERS
Safeguards/Precautions while using an ATM
- Memorize your PIN.
- Do not write down the PIN anywhere, and certainly never on the card itself.
- Your card is for own personal use. Do not share your PIN or card with anyone, not even your friends or family.
- Stand close to the ATM machine and use your body and hand to shield the keypad as you enter the PIN.
- Do not take help from strangers for using the ATM card or handling your cash.
- Press the ‘Cancel’ key before moving away from the ATM. Remember to take your card and transaction slip with you.
- After completion of your transaction press randomly 3-4 keys on keypad of ATM before leaving the ATM.
- If you take transaction slip, shred it immediately after use.
- If your ATM card is lost or stolen, report it to your card-issuing bank immediately.
- If your card gets stuck in the ATM, or if cash is not dispensed after you having keyed in a transaction, inform your bank immediately.
- If you have any complaint about your ATM/Debit/Credit card transaction at an ATM, you must take it up with the bank that issued the card to you.
What is Skimming?
Skimming is an act of stealing information through the magnetic strip on the cards that are used in ATMs and merchant establishments. Fraudsters collect information from a credit/debit/ATM card by reading the magnetic strip on the reverse of the card. For doing this, they conceal a small device in the card slot of ATM’s or merchant payment terminals. This ‘skimmer’ scans the card details and stores its information. A tiny strategically positioned camera may also be used to capture the PIN. Skimming can occur in ATMs, restaurants, shops or other locations.
At ATM machines
- Fraudsters insert a skimming device to the ATM’s card slot. This device scans the card and stores its associated information. While a customer keys in his PIN, the wireless skimming device transfers the data to the fraudsters. This information is then used by the fraudsters for online shopping or to make counterfeit credit cards.
At Restaurants / Shopping Outlets
- At restaurants and shopping outlets, the card is swiped twice, once for the regular transaction and the other in the skimmer that captures the personal information which is retrieved later by the fraudsters.
Tips to Avoid Skimming
- Protect your PIN by standing close to the ATM and shielding or cover the key pad with your other hand when entering your PIN
- If you see anything unusual, strange, suspicious, something that does not look right with the ATM or if the keypad does not feel securely attached, stop your transaction and inform the bank
- If it appears to have anything stuck onto the card slot or key pad, do not use it. Cancel the transaction and walk away. Never try to remove suspicious devices
- Be cautious if strangers offer to help you at an ATM, even if your card is stuck or you are having difficulties. Do not allow anyone to distract you
- Keep your PIN a secret. Never reveal it to anyone, even to someone who claims to be calling from your bank or a police officer
- Check that other people in the queue are at reasonable distance away from you
- Regularly check your account balance and bank statements, and report any discrepancies to the bank immediately
The notice period required for entertaining claims from customers relating to transactions outside the country:
Since the service provider located outside Bhutan, do not accept claim after 45 days from the date of incident, customers are advised to bring in to the notice of the Bank immediately for allowing Bank enough time to take up with the service provider, to prevent rejection of claims for which bank shall not be liable.