011 5 800 800

At Union Bank of Colombo, we make every effort to protect you and your cards against all types of frauds. We protect your transactions by;

  • Issuing of Chip based cards
  • By securing Online transactions through Verified by Visa
  • 24X7 Fraud monitoring by a dedicated team
  • 24X7 Operational contact center +94 11 5 800 800
  • Real time SMS alerts
  • Mobile/Online portal access to the card member

Tips to protect yourself from Identity Theft

  • Report lost or stolen cheques or Credit Cards immediately
  • Never give out any sensitive / personal information including PAN, birth date, SSN or Passwords
  • Shred all documents containing personal information, like bank statements, unused cheques, deposit slips, Credit Card statements, pay stubs, medical billings, and invoices
  • Don’t give any of your personal information to any web sites that do not use encryption or other secure methods to protect it

How can you protect your Union Bank Credit Card

  • Let us know if your renewal card does not arrive a week before your existing card expires.
  • Immediately sign the back of the new card as soon as it is received
  • Never allow anyone else to access to your Credit Card. If your card is borrowed by a family member (spouse, child, parent), with or without your consent, you, the cardholder, may be responsible for any transactions on it.
  • Always destroy your old, expired cards by cutting them up (Ensure the chip, magnetic strip and the card number are cut).
  • Let us know in advance if you plan to make any unusually large purchases or travel abroad.
  • Keep your card in a safe place and treat it as carefully as you treat cash and/or any other financial instrument
  • Carefully discard receipts from card transactions and ATMs once you have checked these against your account statement. This will help prevent others acquiring information about your cards.
  • Make sure you get your card back every time you use it
  • Never send your Credit Card number insecurely via e-mail
  • Make use of our free SMS alert facility, to keep track on all yours as well as your supplementary card holder’s transactions
  • Check your statements regularly, it is easy to do with Online Services
  • Let us know immediately on +94 11 5 800 800 if you’ve lost your Card, or think it may be stolen. We will then be able to cancel the Card and prevent fraudulent transactions.

Tips to Protect your Card PIN / Passwords

  • Never keep your PIN in your wallet, purse or diary, or record it in a way that others could understand
  • Do not tell anyone else your PIN, password or security information
  • Always try to cover your hand when entering your PIN at an ATM to prevent others seeing your number
  • Do not choose a PIN that is easily associated with you, ex: – your birth date, phone number or parts of your card number
  • If you become aware of, or suspect your card or your PIN has been lost, stolen or disclosed, you should notify us immediately on +94 11 5 800 800

Tips when using an Automated Teller Machine (ATM)

  • Observe your surroundings before using an ATM
  • Take a friend with you – especially at night
  • Do not allow a stranger to assist you while using an ATM.
  • Have your card out and ready to use
  • Shield the screen and keyboard so anyone waiting to use the ATM cannot see you enter your PIN or transaction amount
  • Put your cash, card and receipt away immediately. Count your money later, and always keep your receipt
  • If you see anyone or anything suspicious, cancel your transaction and leave immediately
  • If anyone follows you after making a transaction, go to a crowded well-lit area and call the Police
  • When using a drive-up ATM, make sure all passenger car doors are locked and windows are up
  • Do not leave your car unlocked or engine running when you get out to use an ATM
  • While many ATM’s are available 24 hours a day, some may be open only during local business hours. To be on the safe side, plan your withdrawals ahead of time
  • Look out for unfamiliar fixtures on ATMs. These fixtures will not appear to be part of the normal ATM, or are attached to the slot where you insert your card. If you notice something suspicious don’t use it and report it to the Bank on +94 11 5 800 800 immediately

How to Shop Wisely Online

  • When using your card to purchase on-line, look for reputable Internet stores.
  • Check that the on-line merchant or store has a return and refunds policy
  • If you have to use a password to access a service, make sure this isn’t easily identifiable and don’t disclose it to anyone
  • If you make an on-line purchase, print out a copy of the transaction for your records. This will make it easier to check against your Credit Card statement
  • Contact Union Bank call center on +94 11 5 800 800 as soon as possible if an unrecognized charge or charges appear on one of your statements

Tips to protect your computer

  • Ensure that no one has unauthorized access to the computer you use to access Online Bank
  • Install a reliable anti-virus product and ensure it is updated regularly
  • Configure your computer to obtain the latest security patches for your operating system
  • Use a personal firewall to perform real time detection of malicious programs and intrusions
  • Do not install free software from the internet or from unreliable sources

Best practices when using Online Banking

  • Union Bank will never ask Card members to supply personal information or card account details via email / phone.
  • Never accept or transfer money if you don’t know its source.
  • Beware of people/organizations who are asking you to receive funds on their behalf and then transfer it to a named address.
  • Beware of phone applications that can steal your personal information from the phone and disrupt your SMS messages.
  • Do not install or download applications on your mobile phone from unauthentic websites. Always download from the relevant play store and look for the publisher name.
  • Always keep an updated antivirus on your phone and computer to protect your information.
  • As a customer you are playing a vital role, you are requested to be vigilant and exercise caution while you are online with the bank.

Best practices when using your Credit Cards overseas

  • When you are planning a holiday make sure, you inform us on your travel plan along with the updated contact details.
  • Obtain SMS alert facility so that you are aware about all transactions made from your card.
  • Keep receipts of all transactions performed during your overseas stay, so that you can verify your transactions upon receiving the statement
  • Do not keep card and pin together
  • Always carry some spare cash with you, in case of an emergency
  • Make sure you have the emergency 24-hour telephone numbers for your cards with you, so you can report any theft or loss immediately
  • Always advisable to use the complimentary Travel Insurance facility on our Credit Cards to cover you during your overseas stay

Keeping your contact details current

  • We make every effort to protect you against fraud and may need to contact you quickly if we identify any suspicious activity on your cards. The best and quickest way for us to contact you is by mobile phone. Therefore, keep us informed of your current contact details at all times.

How to Dispute a transaction on your Credit Card

  • If you notice any unidentified or unauthorized transaction on your credit / debit card, you may call the bank customer service hot-line for further information on the transaction. If you are still not convinced, you may request to dispute the transaction.
  • Any transaction that you disagree with, must be communicated to the bank within 20 days of the Account Statement generated date. Any transaction notified to you by the bank via SMS alert is deemed as a transaction acknowledged by you.
  • Resolving your dispute may involve a charge-back with the respective merchant and the Acquiring Institute. Such charge-back is bound by the rules and timeframes set by VISA/Lanka Pay network organization.
  • If you agree to have performed the transaction, but you require the transaction to be canceled, or believe that a credit is due to you from the merchant, obtain all supporting documents that would support your dispute case. Always attempt to directly resolve the transaction dispute with the merchant you transacted with, prior to complaining the same to the bank.
  • Please be aware on the charge-back cutover days, which will be effected when resolving your concerns with the acquiring institutions. Complaints Handling Process
  • Kindly get through to us on our 24×7 contact center on +94 11 5 800 800, If you have had an unsatisfactory service experience or feel that your suggestions will help us improve the quality of our service.

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