FAQ – cards & ATMs

POSSIBLE CAUSES:

• You have entered the wrong PIN (four-digit number) code more than 3 times
• Your card is no longer valid or it has expired
• An out of order or malfunctioning ATM
• Damaged card

SOLUTION: Call +382 20/481-423 and report that the ATM retained your card or send an email to [email protected] with your contact information so that a Bank employee may contact you.

NEXT STEPS:

• If the card was issued by Universal Capital Bank AD Podgorica, the cardholder must show a photo ID at the Bank’s counter to confirm ownership of the retained card.
• If the retained card was not issued by Universal Capital Bank AD Podgorica, the cardholder must obtain approval for the handover of the retained card from the card department of the issuing bank, prior to providing identification at the Bank’s counter.

The expected deadline for collecting the retained card is up to 7 working days.

POSSIBLE CAUSES:

• A malfunctioning ATM
• Problem with the connection between the ATM and the Bank

SOLUTION :

• If the card was issued by Universal Capital Bank AD Podgorica, call +382 20/481-423 and report the problem and that you received a text message confirming successful withdrawal from the account, or send an email to [email protected] with valid contact information so that a Bank employee may contact you with instructions on further steps.
• If the card was not issued by Universal Capital Bank AD Podgorica, contact the card department of the bank that issued the card and inform them that the ATM of Universal Capital Bank AD Podgorica did not dispense your cash but you received a text message about successful withdrawal from the account, or send an email to [email protected] with valid contact information so that a Bank employee may contact you with instructions on further steps.

NEXT STEPS:

• If the card was issued by Universal Capital Bank AD Podgorica, during the refilling of the ATM in question, the money it contains will be counted and, if a surplus is found equal to that amount, it will be transferred to your transaction account.
• If the card was not issued by Universal Capital Bank AD Podgorica, contact the card department of the issuing bank and inform them of the situation so that they may further contact Universal Capital Bank AD Podgorica with a request to check the amount of money in the ATM in question. If a surplus is found in that same amount, this amount shall be transferred to your transaction account in the bank that issued the card.

POSSIBLE CAUSES:

• Error in the work of the telecommunications operator (Telekom, Mtel, One…)
• A problem with the connection between the ATM, Universal Capital Bank AD Podgorica and the telecommunications operator

SOLUTION:

• If after both text messages on successful withdrawal the available balance on the account remains the same, the chance that a double withdrawal of funds from the account occurred is minimal, and it is most likely that the initial text message was simply repeated due to a problem in the connection with the telecommunications operator. Check the available balance after the next outflow/inflow text message, and in case of discrepancy, report the situation to +382 20/481-423 or send an email to [email protected] sothat a Bank employee may contact you with instructions on further steps.
• If after both text messages on successful withdrawal the available balance on the account was reduced twice, it is likely that a double outflow of funds from the account did not happen, but rather that the text message was duplicated due to a problem in the connection with the telecommunications operator and the Bank. Check the available balance after the next outflow/inflow text message, and in case of discrepancy (if after the next outflow/inflow, the balance is not increased by the amount from one of the duplicate text messages), report the situation to +382 20/481-423 or send an email to [email protected] so that a Bank employee may contact you with instructions on further steps.

NEXT STEPS:

• If a double withdrawal from the account linked to the card occurred, Bank employees will easily identify this and transfer the second transaction back to your account.

POSSIBLE CAUSES:

• The amount you withdraw at the ATM or pay at the POS terminal is higher than the available balance on the account linked to the card.
• The amount you withdraw at the ATM or pay at the POS terminal is higher than the set daily limit for withdrawal or payment by card.
• A malfunctioning POS terminal or ATM.
• The card is blocked.

SOLUTION:

• Increase ATM daily withdrawal limits and limits for payments at POS terminals
• Retry the payment on another POS terminal if the merchant has more than one POS terminal
• Try withdrawing cash at another ATM
• Check the status of the card with the Bank that issued the card

NEXT STEPS:

• In the event that the card was issued by Universal Capital Bank AD Podgorica, after showing a photo ID, you may change the daily withdrawal/payment limits by submitting a request, as well as check the status of the card at any Bank counter.

SOLUTION:

If your card was issued by Universal Capital Bank AD Podgorica call +382 20/481-440, send an email to [email protected] or visit the nearest branch of the Bank and report the theft or loss of the card.

NEXT STEPS:

• Bank employees will block the card immediately after you report the theft or loss of your card and file a request that you be issued a new card. After a new card has been issued, you will be notified to collect your card. Note: Your PIN will be changed for your replacement card.