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Security measures

Dear cardholders of HSBC Bank Kazakhstan!
Beware of card fraud

SB JSC “HSBC Bank Kazakhstan” hereby advises to follow the below recommendations to avoid card fraud:

  1. Once issued and received in the Bank, the cards are to be duly signed by you;
  2. The card details (card number, validity period, special code CVV2 / CVC2 on the reverse, if specified) and Personal identification number (PIN-code) are to be held confidential; 
  3. Maintain contact with Bank manager, regarding the status of your account, check regularly account statements;
  4. Inform the Bank in case of changes in residence address, phone number, place of employment etc. – it is critical for the Bank to have the possibility to contact you when necessary;
  5. You should always carry the card number and Bank contacts with you – this would allow to speed up your identification by the Bank as the cardholder;
  6. Eliminate any documents containing full number of your card if there is no need to keep them anymore;
  7. Hold your PIN-code out of reach of other people/in inaccessible place;
  8. Do not disclose the information related to your account, unless you are making payments and/or transfer through this account.

When withdrawing cash from ATM:

  1. Use ATMs you usually withdraw cash from, or use ATMs available in large shopping centres or bank branches; try to avoid using ATMs with non-active screen or having some add-on devices or instructions attached, or ATMs located outside.
  2. While entering PIN-code, please be careful to keep the numbers out of sight of other people;
  3. Use another ATM, in case you need to apply force to push the card into the ATM or if ATM does not seem to function in usual manner;
  4. Notify the Bank immediately by phone, if your card is held by ATM or something else has happened to it; the Call-centre number is indicated on the card reverse, so please have this number written on another carrier in advance to have it available in case of card loss.
  5. Do not allow anyone to distract you while using ATM, do not accept any help from “well-wishers” in operating ATM or solving any other matter;

When purchasing in the points of sales.

  1. Do not give the card to any person unless it is required by the trade and service company cashier and in your presence (e.g. to avoid the cases when in restaurant or cafe, the waiter could take your card to the bar counter or leave the room at all);
  2. While dialling PIN-code, please be careful to keep the numbers you enter out of sight of other people; do not disclose your PIN-code to the third parties, once asked by any employee of the point of sale, you would need to go to the POS-terminal and dial PIN-code personally;
  3. Retain the slips and POS-terminal receipts issued by the merchants or the bank branches, other documents related to card transactions you made (e.g. hotel bills), duly signed, for not less than 5 months period.

When purchasing via the Internet, to eliminate the risk of fraudulent operations with your card, please follow these rules:

  1. Do not reply to the e-mails, by which the Bank, supposedly, requests you to provide the personal information. Contact the bank by the true number you know (the phone number on the reverse of your card) to find out if the letter is authentic.
  2. Never open the links contained in such e-mails (even if it is the bank’s website), as they may refer to fraudulent websites.
  3. Never disclose via the Internet resources such data as PIN-code and access passwords to the bank’s resources, except when required for access the Internet-banking services via the Bank website.
  4. Employ the services provided by well-known and trusted online-shopping companies only. As a rule, the fraudsters gain access to the card details and the client’s account, respectively, via adult websites, online casino and games websites.
  5. Ensure that you could contact the point of sale in case of any disputable situation or matter. Check correctness of the addresses (phone numbers), indicated in the website.
  6. Check the websites addresses you are connecting, as the intruders may use the similar names to create the fraudulent resources, changing, for example, one letter in the popular website name.
  7. Avoid using of the services of ambiguous Internet – resources; frequently they are created for the purpose of bank cards data collection and its further misuse.
  8. In case of any doubts regarding the Internet page or indisposition to provide any card details and personal data, please leave the page, inform the bank of your concerns and make a purchase in other place.
  9. Monitor your electronic mail, do not open the messages from unknown recipients, do not transfer personal data. When occasion requires personal data transfer to the trusted recipient, please use the cryptographic protection facilities, as common e-mails could be intercepted and used for your infringement. At this, the Bank could not be held liable for personal information transfer to the third parties, even if cryptographic protection facilities have been used.
  10. Install some antivirus software on your PC and regularly update it as well as the other software products used (operational system and applications). This would be helpful in protecting your PC from viruses and other malicious software.
  11. Install the firewall on your PC, which would prevent unauthorized access to your data.
  12. Do not use the services of business cafes or other facilities accessible to public, as some spyware could be installed there to remember the confidential data you enter.
  13. Create nontrivial passwords, those not related with your birthday or other personal data. Try to give preference to symbolic and numeric passwords. Do not write down and disclose the passwords.

Skimming

There are specific types of electronic devices, which, once installed on ATM, allow to read and remember both the card details (card number, special parameters) and PIN-code. Such devices are smartly blacked out as the common parts of ATM or POS-terminal. The reader device is attached atop the socket for card input, keyboard or ultra-compact video cameras, masked as the informational/advertising pamphlets box are used.

The list of countries of high risk level of card fraud is stated below (please be extremely careful when using the payment cards while visiting these countries):

1. Thailand
2. Malaysia
3. Singapore
4. Spain
5. Australia
6. Indonesia
7. Brazil
8. Niger
9. Nigeria
10. Hong Kong
11. Taiwan
12. Philippines
13. Bulgaria

Having visited these countries we strongly recommend you to check the account statement and re-issue the card.

Actions to be undertaken in case of possible fraud

If you suspect to be burned, notify the Bank as soon as possible. The Bank employee would stop your account card upon the very first request. The Bank would issue the new card as soon as you apply the next time and fill in the required documents.

If you still have you card with you but some unauthorized transactions have been performed, please notify the Bank immediately.
If you have any questions, please do not hesitate to contact us by phone: +7 727 259 69 00, +7 727 2596999, +7 727 2582525.

This instruction booklet is for Clients’ advisory purposes only and does not represent any supplement, enclosure, updates or amendment to any contracts executed between SB JSC “HSBC Bank Kazakhstan” (further – the Bank) and the clients. The relations between the Bank and its clients are governed solely within the limits of the Laws of the Republic of Kazakhstan and the contracts executed between the Bank and the clients. In the event of conflict between this Instruction Booklet and the contracts executed between the Bank and clients, the contracts concluded between the Bank and the clients shall prevail. The Bank should not be held liable for any Client’s losses, expenditures, damages and harm incurred due to this Instruction Booklet compliance or failure to comply by the Client.

© SB "HSBC" JSC, 2008. All rights reserved.