FAQ - Frequently asked questions
FAQ
CURRENT ACCOUNT
1. What is an approved current account overdraft?
An approved overdraft is an amount of a current account overdraft approved upon the customer’s request. It is available to the customers receiving regular monthly salary to this account. The approved current account overdraft includes:
– a regular overdraft on the current account that a customer can use for cash withdrawals at ATMs or for one-off payments at points of sale up to the amount approved by the Bank.
– an additional overdraft (shadow limit) that entails instalment purchases at points of sale in BiH (with which the Bank has concluded relevant agreements), cash withdrawals at the Bank's ATM or POS terminal at the Bank's branch using the Visa Inspire/Platinum debit card, as well as the option of split payment into instalments via SMS message at POS terminals of other banks in the country and abroad subject to a one-off fee.
2. Where can I check the monthly and annual amounts of current account fees?
You can check all current account fees on our website in the drop-down menu Retail – General Business Terms and Conditions and Fees.
3. I have a current account with your Bank, but receive my salary/pension through another Bank, can I arrange an overdraft on my current account?
In order to arrange an approved current account overdraft, you need to have a regular inflow/payment favour of the current account every month in form of personal income or pension.
4. Is the overdraft immediately activated upon current account opening?
No, after opening a current account, you can submit an application for a current account overdraft, which is then made available to the customer after approval.
5. If I need a current account number, can I read it from the Visa debit card issued in relation to this current account?
Visa debit card does not contain an indication of the current account number. You can find the current account number in the Current Account Agreement or request it via toll-free telephone number: 080/020-307. The current account number cannot be obtained through the Bank's social networks.
6. Can I change the e-mail address for delivery of my current account statements?
You can change the address for the delivery of statements by visiting the nearest branch.
7. Which documents do BiH citizens need when opening a current account?
The necessary documents are: copy of an ID card, copy of the certificate of permanent / temporary residence (CIPS) and documentation proving the purpose and sources of funds.
8. Can I withdraw funds from the approved additional overdraft on my current account at an ATM?
You can make ATM withdrawals against your additional overdraft on your current account with repayment in up to 12 instalments subject to a one-off fee.
9. What is the maximum amount that can be approved for an additional overdraft?
The Bank may approve an additional overdraft in the maximum amount of up to two-thirds of the regular current account overdraft.
10. For some time now, I have been using the current account and related regular overdraft with Intesa Sanpaolo Banka d.d. BiH. I do not have an additional overdraft on my current account and I would like to use the benefits of buying in instalments.
For using an additional overdraft on a current account, you need to contact the branch where the regular overdraft has been approved and submit an application. Apart from your ID card and VISA debit card, no additional documentation is required.
11. What is the commission amount charged for cash withdrawals with a Visa Inspire/Platinum card at foreign ATMs?
The Visa Inspire/Platinum bank card enables cash withdrawals abroad free of charge at all ATMs of the Intesa Sanpaolo Group members, while at other ATMs outside Bosnia and Herzegovina, a fee defined by the Bank's tariff is calculated. All retail service fees can be viewed in the website section - General Business Terms and Conditions / Fee Tariff.
12. I would like to withdraw money from an ATM of Privredna banka Zagreb in Croatia using my Visa Inspire/Platinum card. Will I pay a fee?
This card allows you to withdraw cash free of charge at all ATMs of the Intesa Sanpaolo Group around the world. Since this Bank is a member of the Intesa Sanpaolo Group, you will be able to withdraw money without a fee for cash withdrawals with the Visa Inspire/Platinum card.
13. Is there a list of points of sale that accept the Visa Inspire/Platinum card for instalment purchases?
On the Bank's website, you can find a list of points of sale that accept Visa Inspire/Platinum card for buying in instalments free of any interest and fees.
14. How much of interest and fees would I pay for using the benefits of paying in instalments with Visa Inspire/Platinum card?
With the Visa Inspire/Platinum card, you can use the benefits of instalment purchases without interest and fees at all points of sale with which the Bank has concluded relevant agreement. You can also split payments to instalments via SMS message at POS terminals of other banks in the country and abroad subject to a one-off fee, at no interest whatsoever.
FOREIGN CURRENCY ACCOUNT
1. I would like to deposit money from abroad to a foreign currency account of your customer. How can I do this?
To send money to a private individual’s account held with our Bank, you need to know the following information:
• SWIFT CODE of Intesa Sanpaolo Banka (recipient bank)
• Customer's IBAN number
• Full name of the Bank
• Official address of the Bank
• Foreign currency account number
You can obtain this information directly from the intended beneficiary of such funds.
2. What is the SWIFT CODE of Intesa Sanpaolo Banka?
UPBKBA22
3. What is my IBAN number?
IBAN number is assigned individually to each customer of the Bank holding a current account. This information is available in monthly account statements, directly at our branches or via toll-free telephone number 080 020 307. IBAN cannot be obtained via social networks of the Bank.
4. Does Intesa Sanpaolo Banka d.d. Bosna i Hercegovina offer a Visa card linked to a foreign currency account?
No
5. Which documents do BiH citizens need when opening a foreign currency account?
You would need the following documents to open a foreign currency account:
– Copy of ID card
– CIPS certificate of residence (original or copy subject to having previously examined the original)
–Documentation proving the purpose and sources of funds
CARD OPERATIONS
1. My card expires this month. Do I need to contact my branch or will the Bank automatically create a new card for me?
If you do not cancel the card within 30 days before its expiry, it shall be automatically renewed. The validity date of the card is marked on the card as 'valid thru', which means that the card is valid until the last day of the month indicated on the card. The Bank will notify you via SMS or in writing when the new card is available for pick up.
2. My card expires this month. Does the PIN remain the same?
The PIN remains the same. In cases a customer requested a new card t be developed due to card theft or loss, a new PIN is automatically created.
3. My card expires this month. Does the Bank charge for the renewal service?
Regular card renewal is free of charge.
4. What is a membership fee?
Membership fee is an annual card use fee.
5. Can someone else make an instalment payment on my credit card?
Yes. Any third party can make a payment to the card account and preferably upon presentment of one previous payment slip or personal data of the card holder.
6. I have lost my Mastercard credit card, can I withdraw money at the Bank’s tellers?
No
7. I have lost my credit card, how can I make a payment of the overdue card debt?
You can make a payment at any branch of our Bank, all you need to do is bring your ID card or other identification document.
8. How do I make a payment to a Mastercard card if paying through another Bank?
The Bank's transaction account, i.e. the recipient's account is: 1540010000001910. For the transfer order purposes, be sure to provide your Mastercard card number.
9. Can I apply for a credit card if I do not hold a current account with your bank, as I receive my salary through another bank?
Although you do not hold a current account with our Bank and receive your salary through another bank, if you are a BiH citizen with residence in BiH and have regular monthly income, you can apply for a credit card.
10. What do I need to get a credit card?
Basic documentation required for the credit card is as follows:
• copy of the ID card
• copy of the certificate of permanent/temporary residence (CIPS)
• last three payroll lists (signed and stamped in accounting)
• credit card application (signed and stamped in accounting)
• certificate of employment
11. Where can I use my card?
At all ATMs (for cash withdrawals), POS terminals and online stores (for shopping) in locations around the world. All you need to do is match the sign in the bottom right corner of your card with the sign displayed on the ATM, shop, supermarket, gas station or online store.
12. What is the cash withdrawal fee from an ATM of another bank?
All retail service fees can be viewed at this link.
13. What is the daily limit for ATM cash withdrawals if I am a Visa and/or Mastercard user?
The daily limit for cash withdrawals at ATMs for Visa Inspire cards is BAM 1,500.00, for Visa Platinum cards BAM 2,000.00 and for Visa debit and Mastercard cards BAM 1,000.00.
14. I have made several incorrect PIN entries on my Visa card. What will happen to my card?
The card gets temporarily blocked for the next 24 hours from the moment of the last cash withdrawal attempt. It will be automatically reactivated after 24 hours. If you are trying to withdraw cash within the Bank's working hours, please contact the nearest branch for the card unblocking. There is no charge for unblocking.
15. I have lost my PIN. Do I need to a new card?
You don't need a new card. Visit the nearest branch of the Bank amd file an application for a new PIN. If this is a Visa or Mastercard PIN, you can check it through the mobile banking application - if you have it in use.
16. How can I raise the existing limit on my credit card?
You need to file a limit increase application through the branch where the card was initially issued.
17. How can I return my card if I don't want to use it anymore?
If you want to return your credit or debit card, you need to contact the Bank's branch and settle any payables thereunder.
18. What do I need to know when making a purchase at a POS terminal?
You confirm your purchase by entering your unique PIN code or signing the payslip. Always compare the amount on the payslip with the amount on the original bill.
Keep each payslip of your purchases until you check your account statement.
19. What do I need to know when making an online purchase?
Before any purchase, check the entire offer: price, delivery time, warranty period, address and phone number of the company. Shop on verified websites. Here you can find a recommendation for safe online shopping.
20. Where is the CVV code on the card?
On the back of the card. Mostly in place designated for signature.
21. Who should I contact in case of a card theft/loss?
In case of a card theft or loss, you need to IMMEDIATELY report it to this phone number: +387 33 497 657 (available 24 hours) or by going to the nearest branch of the Bank. If you use the Bank's mobile application, you can immediately block the Visa Inspire, Visa Platinum and Visa debit card within this very application.
22. If I am a giro account/A'vista savings account holder with the Bank that uses a Visa debit card linked to the said account, can I make online payments?
Yes, you can.
LOANS
1. Can I apply for a loan if I hold temporary employment?
Yes, you can apply for a loan. The loan tenor cannot be longer than the term of the temporary employment agreement. For any additional information, please contact the nearest branch of the Bank.
2. Can I apply for a loan if I do not hold a current account with your Bank?
Yes, you can apply for a loan whether or not having a current account with our Bank or with some other bank.
3. How can I calculate a loan instalment?
On the Bank's website, you can find a loan calculator that will provide you with an informative calculation of the monthly instalment for a loan you are interested in.
For more details, please contact your personal banker at your nearest Bank branch.
4. If I want to prepay a loan with Intesa Sanpaolo Banka, do I have to go to the loan origination branch (i.e. the branch where I have realised this loan)?
Loan prepayment can be made at the nearest branch of the Bank.
SAVINGS
1. How can savings for minors be arranged?
A savings account for a minor can be opened by a legal representative, i.e. one of the parents. A savings account can be in the name of a minor, while a parent (legal representative) will hold authorisation over the said account. You need to bring a birth certificate for the minor and a copy of the ID card and CIPS certificate for the authorised person and for the minor child.
2. What is Crispy?
Crispy is a children's savings that can be arranged by a legal representative/guardian as:
– Non-purpose term deposit with a premium rate – children's savings in EUR and BAM
– Sight deposit – children's savings in EUR and BAM
3. Which documents do I need to open a Crispy children's savings?
For the legal representative (parents):
• valid identification document
• copy of the residence certificate (CIPS)
For the guardian:
• decision of the social welfare centre appointing the guardian
• valid identification document
• copy of the residence certificate (CIPS)
For a minor:
• Birth certificate or a copy of a valid identification document
• CIPS certificate for a minor
4. Which documents do I need to open an A'vista savings account?
The required documentation for a savings account opening is: copy of the ID card and copy of the CIPS residence certificate.
5. I would like to open an A'vista savings account in BAM. For the said account, can I also get a Visa debit card and use it online?
Yes, you can. After opening an a'vista savings account, you need to file an application for the Visa debit card. You can use it at ATMs, POS devices in stores and online.
6. I hold term savings with Intesa Sanpaolo Banka d.d. BiH and I need some funds. Can I terminate the term deposit and, if so, will I be charged a fee for early termination of the savings agreement?
Depending on your actual agreement, the conditions for an early termination of the term savings agreement are prescribed in each such agreement, so please visit our nearest branch to get more information about the agreement termination.
m-Intesa
1. What is the m-Intesa service?
m-Intesa Mobile Banking is a service of the Bank that allows the user to manage finances and perform financial transactions via mobile device.
2. How can I become the m-Intesa service user?
You can become the m-Intesa service user in three simple steps:
• Visit the nearest branch of the Bank,
• Provide one of the identification documents (ID card, passport or driver's license) and a residence certificate (CIPS),
• Sign the service application and the m-Intesa service agreement.
3. I have signed the m-Intesa service agreement, how can I activate it?
To access the m-Intesa service, you need to install the application on your mobile device from the appropriate market. After installing the m-Intesa application, enter the user name and password that you downloaded at the Bank's branch, when arranging the service, and then the activation key that was delivered via SMS.
4. I bought a new mobile phone, can I use the same activation key I received initially?
The activation key is for single-use when activating the service and cannot be reused. If you have replaced your mobile phone, after logging in to the m-Intesa mobile application (entering your user name and password), your new activation key will be delivered via SMS to the phone number registered in the Bank's system.
5. My mobile phone has been stolen/lost, how can I disable the service?
You can deactivate the service in several ways:
• by calling the toll-free telephone number: 080/020-307,
• by using the e-banking service, if you have arranged one, or via link.
6. How can I make payments or transfers via m-Intesa service?
Instructions for payments or transfers via m-Intesa service are available on the Bank's website under the Digital Banking/Mobile Banking section.
7. Can I make international payments via m-Intesa?
Yes. Detailed instructions for international payments are available on the Bank's website, under the Digital Banking/Mobile Banking section.
8. How can I cancel the m-Intesa service?
To cancel the m-Intesa service, you need to contact the Bank's branch.
9. I changed my password for this service, but have forgotten it. How can I get a new password?
To generate a new password, you need to contact the Bank by calling the toll-free telephone number 080 020 307 or contact the nearest branch of the Bank.
