We have put together some frequently asked questions below.
If you cannot find an answer to your question, please don’t hesitate to contact our staff in person.
The “Online Mailbox” is a secure communication platform within our secured banking portal. Unlike the normal email, a message that you send us from the electronic mailbox never leaves the banking application’s secured area. It is therefore the perfect alternative for confidential enquiries.
Incoming and outgoing messages between you and the bank are currently stored for 190 days. Account statements and balance accounts are available to you permanently and are not automatically deleted.
We regularly provide you with your account statement at the end each month through the “Online Mailbox”.
Your transaction limit in online banking is set to a standard EUR 10,000 per day for your own security. If you should require a higher or lower limit either temporarily or permanently, please inform us of this in writing. You can find an appropriate application to change online banking data in our forms section.
If you have made interest income during the last year, you will automatically receive the annual tax certificate and we will send it to you via your personal "Online Mailbox".
We will provide you with the annual tax certificate for the last year until the end of March.
Please check the address stored for you in the online banking portal, which can be viewed and changed under “Service and Administration”, to ensure that the document is produced correctly.
Interest is always created at the end of the quarter as part of the clearance of accounts and is credited directly to your account.
Interest income is basically liable to tax in Germany and is subject to flat rate withholding tax. The tax rate is 25% plus solidarity supplement and is deducted and paid by the bank directly with the payment of interest income. The automatic deduction of flat rate withholding tax can be prevented for natural persons with permanent residence in Germany by submitting an exemption order or non-assessment certificate. The maximum limits for exemption applications differ for single and married people and are based on the current legal situation. The amount can be distributed by customers to several credit institutes.
If you alone are taxable (“single persons”), you can submit or change your exemption order directly in our online banking portal in the “Service and Management” menu item under “Exemption data”. To submit an order you need your personal identification number that was issued to you by the Federal Central Tax Office in 2008. You can also find this identification number on your last tax assessment from the Tax Office. If you want to submit or change an exemption order for “married persons” with your spouse, you can find the form under the aforementioned menu item in online banking. This has to be signed by you and your spouse and then submitted to us.
The orders submitted to us automatically apply to all the cardholder’s accounts currently held at our bank and those in future.
Your interest income can be viewed in the online banking portal under Service and Management – Withholding Tax - Private Assets at any time. If taxable interest income was made in the previous year, you will automatically receive the annual tax certificate in the first quarter of the following year, sent to you by us by post free of charge.
Please sign the CreditCard on the back as soon as you receive it and memorise the PIN. You should not note it down anywhere. If you have problems remembering numbers, keep the PIN letter in a secure place (e.g. a safe).
A credit card can be used worldwide at acceptance points that display the credit card logo. Purchases can be paid for in shops, online and on TV shopping channels within the credit card’s spending limit. You can also withdraw cash from ATMs using your credit card.
Every card has a limit which is the maximum credit available to you every month. The credit limits are shown on your credit card statement and in our online banking portal.
There are no costs for making payments with your credit card in Germany and other countries that use the euro. A fee may be charged for transactions that you make outside the eurozone. Fees are charged for withdrawing cash at ATMs abroad. You can find more details in the table of terms and conditions for your account.
The CreditCards have an EMV chip based on the latest security standards where the data is highly encrypted. “3D Secure” offers security for online payments, see the “What is MasterCard Secure Code or 3D Secure?” question below.
You can reach the emergency hotline by calling: +49 116 116. If you have lost your card please have it blocked immediately. Have your CreditCard number ready to do this. We will order you a replacement card straight away, on request.
The card transactions are collected and invoiced in a monthly statement on the second working day of the next month. The amount is deducted from the current account stored with us on the fifth working day of the following month.
You can view your credit card transactions in our online banking portal at any time.
This offer is aimed at adult natural persons with residence and unlimited tax liability in Germany (resident taxpayer), provided they have a good credit rating. Cards can only be applied for that are held in your own commercial interest. To be able to apply for a credit card you need to apply for a current account at our bank and access to online banking.
You also always receive a personal identification number (PIN) for your credit card. The PIN is sent to you separately by post a few days after you receive your credit card. You need the PIN for cash withdrawals at ATMs, for transactions with PayPass and occasionally for use in retail. If you replace or renew your credit card the PIN remains identical if the card number has not changed.
If you’ve forgotten your PIN and there is no risk that you’ve lost it or it was stolen you can request for a new one to be sent. You can find an appropriate application in our forms section.
You need the appropriate application for changes to your personal data, which you can find in our forms section. Please enclose suitable evidence (certificate of legal residence, marriage certificate or a copy of your personal identification document (front and back) with the change request.
3D Secure is marketed by card organisations under the names “Verified by VISA” or MasterCard’s “Secure Code”. 3D Secure is a secure authentication process to make online payments (e-commerce) secure and prevent card fraud. If you have registered for 3D Secure, a welcome text that you set up yourself is displayed during the online payment process using your CreditCard. You then enter your personal security code. The payment process is only authorised if the security code and card data matches.
Your credit card has a contactless (usually invisible) chip. With this you can also use the MasterCard PayPass process for contactless payments, in addition to the regular payment method. It may be that you also have to enter your PIN with PayPass transactions. Generally you can pay for amounts under €25 without a PIN. This depends on the retailer. For more information please visit: www.mastercard.com/de/privatkunden/innovationen_paypass.html
CVC stands here for card validation code. This validation code is an important security feature with credit cards. Asking for it guarantees that the customer is also in physical possession of the card. The number is either three or four digits and is printed on the back of the credit card.
Before a credit card application can be approved, information is obtained about the applicant’s credit rating from the “Schufa” credit investigation company. If you already have negative entries, your application for a credit card is rejected at the bank’s discretion.
As with a normal debit card, the expiry date, with month and year, is embossed on the credit card. The card is valid until the end of the stated month.
1. You register with your MasterCard and choose a personal password and greeting that is only known to you. 2. Shop at participating online retailers and pay using your registered MasterCard. 3. Your personal greeting appears while you are online shopping. This is followed by the request to enter your personal security code. 4. Your security code is compared to the stored data. If it matches the payment is approved.