FAQs


DebiCheck
What is DebiCheck?

DebiCheck is the name for a specific type of debit order. A DebiCheck debit order is one that you confirm, electronically on a once-off basis (at the start of your contract). Its purpose is for you to confirm the details of the debit order with your bank before it is processed to your bank account. 

Who made this decision and why?

During the last couple of years debit order abuse has increased. On the one hand, there has been an increase in the number of debit orders being processed to consumers’ bank accounts without their consent. On the other hand, consumers have increasingly been disputing debit orders which they actually have agreed to, mostly to manage their cash flow. For these reasons, the South African Reserve Bank (SARB) decided to review the debit order landscape and during 2013 instructed the Payments Association (PASA) and the banks to address these issues. DebiCheck aims to address both of these issues by introducing electronic consumer confirmation for all DebiCheck debit orders. 

What is the difference between DebiCheck debit orders and other debit orders?

DebiCheck debit orders are debit orders that you will confirm, electronically and on a once off basis. Its purpose is for you to confirm the details of the debit order with your bank before it is processed to your account. Other debit orders are not confirmed electronically, although you still need to have a valid mandate in place. 

What does ‘electronically confirm’ mean?

To electronically confirm your debit order means that you confirm the details of your debit order on an electronic device such as your cellphone, your bank app, your personal computer or perhaps an ATM. Your bank will let you know which options are available for you to use. 

Why the need to electronically confirm debit orders?

It ensures that you are in control of and aware of debit orders being processed to your bank account. Additionally, it provides the company that you are dealing with, with the comfort of knowing that you have acknowledged and are aware of these debits orders. It also allows your bank to record the debit order information and to check the information before they process the debit order to your account. 

Why is this important for me as a consumer?

DebiCheck puts you in control of the debit orders that you are able to confirm. You will have the comfort of knowing that DebiCheck debit orders must be processed within the agreed conditions that you have confirmed. 

How is DebiCheck different from what we have now?

DebiCheck allows you to confirm the debit order information with your bank, at the start of the contract. This means that your bank will now have a record of all DebiCheck debit orders and will be able to verify the information before the debit order is processed to your account. Currently, banks do not have record of your debit orders and therefore cannot verify that the debit order information is correct before they process your debit order. 

How will this new system and its related processes affect me?

DebiCheck will require an additional action from you – electronically confirming the debit order information with your bank. In many instances, your cellphone will be used for this confirmation, in which case you will need to make sure that your bank has your correct cellphone number. This is very important! 

How often will I need to confirm my DebiCheck debit order?

You will only need to confirm your debit order information at the start of the contract. However, if the debit order information that you confirmed changes, your bank will ask you to confirm the new information. 

What do I need to do as a consumer?

For existing debit orders – nothing. For new DebiCheck debit orders, you will need to check and confirm the new debit order information in the manner requested by your bank. This could either be in person (face-to-face), using online banking or your banking app or remotely by call centre or a request sent via your mobile phone. 

What education will I receive as a consumer to ensure I understand the process?

Your bank will have information handy to assist you with any questions you may have. You can also find more information on www.debicheck.co.za . 

Will all my debit orders have mandates?

All debit orders processed against your bank account must have mandates, but may not necessarily be subject to DebiCheck confirmation. No debit orders can be processed to your bank account without a mandate. 

How can I ensure all my debit orders are mandated?

It is important to remember that all debit orders must have mandates. Check your bank statement regularly to ensure you are aware of all debit orders that are being processed to your account. Also make sure that you have given a mandate for each of those debit orders. For DebiCheck debit orders, your bank will now also have an electronic confirmation of you agreeing with the debit order information of each mandate. 

Can I choose which debit orders must be electronically confirmed using DebiCheck?

As a consumer, unfortunately not. Companies who use the debit order system choose whether they want to use DebiCheck, or not. If they choose to use DebiCheck, you will receive an electronic request to confirm the debit order information. If not, you just need to ensure you have a signed paper or telephonically approved (voice) recorded mandate. 

Why can’t I use DebiCheck for ALL debit orders?

This is definitely a long term goal for the South African Reserve Bank and the Payment Association of South Africa. Unfortunately, due to the number of debit orders and entities involved in these processes, this will have to be done in a phased approach. 

How do I know that the company that is debiting my bank account is part of the new system?

Debit orders requiring electronic confirmation with your bank are called DebiCheck debit orders. You can enquire from the company that your debit order is with, whether or not they are part of the DebiCheck system. If you are not required to electronically confirm the debit order information with your bank, at the start of your contract, the company that you are dealing with is not using DebiCheck for this debit order. 

What bank fees are associated with DebiCheck debit orders?

For more information on bank fees, please contact your bank directly. 

What are the telecommunication / cellphone costs associated with DebiCheck?

Telecommunication / cellphone costs will depend on a number of factors, for example whether you use the USSD option or your banking app to confirm the DebiCheck. It will also depend on your mobile network costs.

Affordability
How will I know if I can afford the repayments on an African Bank Loan?

The first step in the application process is to provide us with the information we need so that we can calculate your income and expenses. This includes documents such as your pay slip, a bank statement and proof of residence. We will then check your accounts on the credit bureau and the National Loans Register to calculate how much you can afford.

It is important that you give us only correct and up-to-date information. It is also your responsibility to let us know if you cannot afford the repayments before taking a Loan or Credit Card.

Administration
Will I get regular statements?

You can contact us anytime to get a statement, however we will send your statements to you.You will receive as long as your contact information stays the same.

If you believe there is a mistake on your statement please call us on 0861 111 011 so we can look into it.

What if I don’t speak English well. Can I get documents in my language?

Yes, absolutely. Please call us and let us know what language you would prefer and we will make sure you get all documents in your preferred language.

Where will you deliver documents about my Loans, Policies etc.?

Your documents will be sent free of charge to the address you provided in your agreement with us. Unfortunately we don’t cover the cost of delivery to other addresses.

What if I have questions or complaints?

You are most welcome to visit us at your nearest branch or call us on 0861 111 011 if you have questions or complaints and we will gladly assist.

Is my information shared with the credit bureau?

Yes it is. The National Credit Act says that all banks have to report personal information and any credit agreement entered into, cancelled or settled, to a registered credit bureau or the National Credit Regulator.

What happens if I haven’t paid the amounts I owe and am in arrears?

If this happens you need to contact us immediately and we will do our best to try and find a solution for you. Unfortunately if you don’t contact us, or we can’t help you find a solution. We need to give you at least 20 business days’ notice before submitting your information to the credit bureau.

Notice can only be given once, unless you request us to provide you with a copy of the same adverse information intended for the bureau.

Can I see my credit report?

Yes you can. You are welcome to contact any credit bureau and they will give you your credit report. This can be done once a year free of charge.

If you are not satisfied with any details on your report, you can request that an investigation is done.

African Bank Loans
How and when do I get my Loan?

The first step is to apply for a Loan. You have the choice of applying online, over the phone or by visiting your nearest branch.

Once you have applied for a Loan, your information will be reviewed and if the Loan is awarded to you, the Loan amount will be paid directly into your bank account.

How and when do I make Loan repayments?

Your repayment dates are set out on the front page of your agreement.

Your first repayment is due seven days after your Loan is deposited in your bank account. All other instalments are due on the first day of the month.

Repayments can be made by setting up a payroll deduction or a debit or stop order from your bank account.

Or, we can arrange to deduct the money from your bank account monthly on the day you are paid.

See easy ways to pay

African Bank Credit Cards
What happens if my Credit Card application is successful?

We will help you open a Credit Card account and give you a Card. Once your Credit Card is activated, all transactions will be recorded on this account.

How and when do I make Credit Card repayments?

Your first repayment is due seven days after your Credit Card is activated. All other installments are due on the first day of the month.

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How do I activate my African Bank Credit Card?

You can activate your Credit Card at any branch countrywide.

Or you can call our Credit Card activation service on 0861 000 444 and follow the voice prompts to create your secret 4-digit pin code.

You will need your South African Identity Document and your Credit Card to confirm certain details in branch or over the phone.

You will be notified via SMS when you can start using your Credit Card, which will be activated within 48 hours.

When can I need to get a new Credit Card?

Your Credit Card is valid for the period specified on the face of your Card. Once that period expires, African Bank will re-issue you a new Credit Card at your nearest branch.

Am I liable for my Credit Card?

As the cardholder, you are responsible for the safekeeping of your pin and Credit Card. You are responsible for any transaction made with your Credit Card, even without your permission. Please l keep your pin secret and separate from your card.

When can I use my Credit Card?

You can use your Credit Card once it has been activated. It will be accepted at all till points and ATMs with the Visa logo.

The amount you can use depends on your daily personalised limits:

 

Default Limits

Minimum Limits

Maximum Limits

ATM (Cash withdrawal) 

R6000

R0

R10 000

POS ‘Swiping’

R100 000

R0

R100 000

CNP (Card not present/ Online)

R10 000

R0

R50 000

 

Different banks may assign different withdrawal limits for specific ATMs.

If you have any problems using your Credit Card, please call us on 0861 000 555.

Can I change my credit limit?

Yes, you can apply to increase your Credit Card limit, or reduce your limit to a level you are more comfortable with.

How do I get automatic Credit Card limit increases?

If you have chosen to have your Credit Card limit automatically increased, your limit increase will happen once a year on the anniversary your card was issued. your limit was last altered.

What are set-aside or put-on-hold amounts?

If we set aside or put a hold on any amount, the balance in your account will be reduced by the amount set aside. (When does this happen?)

The amount is only an estimate and may not be equal to the actual transaction it covers.

Where applicable, we may set aside or hold such amounts for a period as decided by the relevant Card Association, after which, we need to debit you for the full transaction amount.

Can i reverse a transaction once it has been made ?

A transaction can be disputed but will be only be reversed if the dispute is valid.

Once a payment has been made, it can’t be stopped unless you request a charge-back within 75 days of the transaction date. 

Payments
How and when do I make repayments?

Your repayment dates are set out on the front page of your agreement.

Your first repayment is due seven days after your Credit Card is activated, or your Loan is deposited in your bank account.

All other instalments are due on the first day of the month.

See easy ways to pay

Can I pay off my Loan or Credit Card early?

Yes. You can call us for a settlement amount if you want to settle your outstanding balance. Or you can increase your repayment amounts to pay off your Loan or Credit Card quicker. Feel free to call us on and to discuss your options.

Can I make a payment arrangement?

Yes. If you are unable to make your monthly repayment, please call us on 011 207 4500 to make a payment arrangement.

What if I fall into arrears?

Failing to make your repayments can result in default administration fees, and lead to your Credit Card being suspended, or your Loan or credit facility being cancelled, or having legal action taken against you.

What happens if I haven’t paid my amounts owing and am in arrears?

If this happens you need to contact us immediately and we will do our best to try and find a solution for you. Unfortunately if you don’t contact us, or we can’t help you find a solution, we need to give you at least 20 business days’ notice before submitting your information to the credit bureau.

What can I do if I find myself over-indebted?

If you fall behind with payments or that you have way too much debt to cope with, please call us on 011 207 4500.

Unfortunately if you don’t contact us immediately, we will notify you of your default and advise that you refer your issue to a debt counsellor, consumer court or alternative dispute resolution.

For more information on debt consolidation, debt counselling or debt management, contact the National Credit Regulator on 0860 100 406.