Grievance Redressal

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For any issues, please contact Helpdesk on +91-194-2713333 or mail your queries on helpdesk@jkbmail.com

Click here to download the form for customer complaints relating to ATM transactions

GETTING FAMILIAR

It is important for you to know about your credit card and this section will familiarize you with your card looks.

1. Your 16-digit number.
2. Name as it appears on card.
3. Period of validity of your card from and valid thru date.
4. Master card logo and 3D hologram for your card security.
5. 24-hour phone numbers.
6. Chip

a) Your Name

You are the only person allowed to use this card. Please confirm the name is correctly embossed on it and in case of any inconsistency please notify us via JK Bank 24-hour customer Helpline 1800 890 2122.

b)  Your Credit Card Number

Your card carries a unique 16-digit number embossed on its face. Please make reference of this number in all your payment cheques and in correspondences with us.

 c)  Validity Period

Your card is valid from the day you have received it up to the last day of the month indicated on it.

 d)  Validity

Your card is valid for use both In India as well as outside India, depending on the option exercised by you. It is however, not valid for making foreign currency transactions in Nepal and Bhutan (i.e. transactions in currencies other than local currency of Nepal/Bhutan or Indian Rupees).

 e) Logo

The MasterCard logo appearing on the front of your card indicates that it is accepted at all MasterCard Merchant Establishments.

f) Hologram

The MasterCard hologram is a tamper proof security printing giving your card added safety.

 g) Magnetic Strip

Black strip present on the back side of your card is a built-in security feature containing vital information of the card holder.

h) Chip

Contains information required for using this card for payments. Please note only you are authorized to use this card. 
I) As per RBI directions and as an additional security, system generated OTP shall be sent to you by SMS on your registered mobile number and e-mail id for using your credit card through internet.  
j)  The bank will not be liable for any deficiency in service or to perform any obligation thereunder where any failure is attributable directly or indirectly to any malfunction of the ATM or it is related to any technical system, network or the card, temporary insufficiency of the funds, any dispute or any circumstances beyond its control. 

Card Care

Following simple precautions will ensure the information stored on your card will not be affected and nobody gets to misuse your card.

• Do not bend or scratch the Card.
• Keep your Card away from heat and/or direct sunlight.  
• Please avoid exposure to electric or magnetic fields. If your card is lost or stolen, immediately inform us on our 24-hour toll free line at Customer Care Centre-1800 890 2122.
• Your card transaction outside India must be made strictly in accordance with the Exchange Control Regulations of Reserve Bank of India. In the event of any failure to do so, you will be liable for action under the Foreign Exchange Management Act1999.

USING YOUR CARD:

Card usage at ATM's

You have easy access to cash 24 hours a day at the ATM's of J&K Bank as well as ATM's of other banks carrying logo of MASTERCARD. The usage of this facility is subject to Bank's ATM terms and conditions and the terms & conditions governing JK Bank Credit Card.

Card usage at Merchant Establishments (M.E)

Using JK Bank Credit Card at ME is very simple. After you conclude your purchase transaction with an M.E that accepts MasterCard, please present the card to pay your bill. After processing the card transaction, the M.E will request you to sign a printed charge slip containing your card details, bill amount, transaction date and space for your signatures. Please verify the contents of the slips and then sign on it in the given space exactly the way you have on the reverse of your card. It is recommended that you retain a copy of the bill and charge slip handed over to you by the ME to cross check with your monthly billing statement. 
Please ensure that the Card is dipped in POS terminal in your presence and under no circumstances you should lose sight of the Card. 
Sign only one charge slips per transaction. In case, there is an error on the charge slip, please do not sign it and ensure that the merchant destroys that charge slip in your presence. Please ensure that you have received back your own JK Bank Credit Card before you leave the ME. In case the card holder/customer disputes any transaction on ATM/POs terminal, the bank shall file charge back, retreat the amount and restore to his/her account. However, on re-presentment from the concerned bank, the funds so retrieved shall be adjusted by debit to card holder's/customer's account without any notice to him/ her.

Credit Card Account Statement

You will receive an e-bill statement every month reflecting the transactions on your JK Bank Credit Card A/c. Your billing statement is a complete record of your account activity during the past month. The essential details as they appear in your statement are explained below. The statement has two parts separated by a   perforation. The upper smaller portion is the payment coupon, which you must enclose with your payments. 

a)            The payment coupon consists of following details: 
Card Account Number: 
Your Credit Card Account number is mentioned in this space. Please make mention of this in your correspondence and on your cheque/ draft while paying your bills. Clearing Cheques will not be accepted.
Total Payment Due: 
This is the total accumulated unpaid amount outstanding in your account as on the date of statement. 
Minimum Payment Due: 
It is the minimum payment due, which is calculated at 5% of the total payment due as on the date of statement. The minimum payment due for any of the previous statements not received by the Bank will also be included as a part of this amount. Further, in case where the total payment exceeds the credit limit, the excess amount is also included as a part to the minimum payment due. 
Statement Date: 
This indicates the date on which your monthly billing statement is generated. The billing statement is generated on the 20th of every month and will be available in your mobile application user, Ebanking user and will also be e-mailed on your registered e-mail id given in the application form. In case the statement isn't received within 7 days from this date, please call us on our 24-hour Customer Care Centre and the information about your amount payable and total out -standings will be made available to you. 

Payment Due Date: 
Indicates a date on or before which the payment shall reach the Bank to avoid any applicable finance charges/ penalties. 
Total Payment Enclosed: 
Please fill up the amount you desire to pay towards your Card out-standings. 
Payment Details: 
While making payment, please indicate the details of your payment: Date, cheque No. Bank & Business Unit on which it is drawn and amount. Your Cheque/ Draft should be payable to: JKBCC A/C No. (Mention your 16-digit Credit Card Number). 

b)           The lower portion mainly lists out the transactions on your JK Bank Credit Card. 
It also details your Name, Credit Card No., Credit limit, available credit limit, statement date, payment due date and page number. It also contains details pertaining to opening balance, payments, charges, credits and transaction details. 

Credit Limit: 
Your total purchase and cash advance balance should not exceed this amount (sanctioned by the Bank). 
Available Credit Limit: 
This is the difference between your Credit Limit and the Total Amount Due. 
Date: 
This refers to the actual date of purchase on your card. 
Merchant City and Details: 
All purchases, cash advances and payments are itemized along with a brief description identifying the merchant establishment at which the particular transaction has been under taken.  
Amount: 
This lists the corresponding transaction amount against each purchase or cash advance or any other charge. 

Making payments:
When to make payments?
With the Revolving credit facility' you can pay only the Minimum Amount Due each month. Your payment must reach us before the payment Due Date. A service charge will be applicable to the out standings carried forward, to the full amount due if part payment is made and to the fresh billings. 
Minimum Amount Due that is repaid after the payment due date will attract a late payment charge. Therefore, we urge you to send your payments at least equal to your Minimum amount due by the payment due date every month so as to avoid the late payment charges. 
You can also choose to pay back before your statement reaches you, based on the card usage during the month. You can even clear your dues by e-banking and mobile bank facility provided to you. The payments received up to 6.00 pm shall be recognized on the same day and any payment received after 6.00 pm shall be recognized the next day.

How to make payments? 
To make payment towards your JK Bank Credit Card a/c you need to confirm the total payment due and minimum payment due and make a choice as to the amount you would like to pay. Draw a cheque/draft payable to JKBCC A/C (mention your 16-digit credit card A/c number), enclose the same to the payment coupon provided and hand over the cheque (or you may also deposit cash) at your nearest J&K Bank Business Unit. Please ensure that your cheque is drawn on a local bank. 
Please ensure

• That your cheque is complete in all respects and any material alteration is duly authenticated/ signed.
• Cardholder has to take into consideration the clearing period of the cheque and ensure timely payment.
• If you don't receive monthly Credit Card statement, immediately call us on 0194-2481936, or toll-free number 1800 890 2122 to avoid charges levied, hence upon. You can even get your monthly bill statement from our website i.e.: www.jkbank.com
• You deliver the cheque 4 days in advance of your payment due date.
• You do not send post-dated cheques. 
• You do not attach any correspondence along with your payments.
• Cash is deposited at all branches during normal banking hours.
• The bank also provides you with the facility to debit on your authority the savings bank or current account you are having with Bank's any of the Business Units to settle your Credit Card outstanding.

Alerts: 
An SMS shall be flashed to Credit Card holders who have registered their mobile number with the bank, when:

• All transactions when concluded through JK Bank credit Card shall follow with an SMS alert for    immediate information/ confirmation.
• When Card is first dispatched.
• Statement alerts.
• If due date is missed.

Appropriation of your payments: 
Payments and credits received against your Credit Cards outstanding will be adjusted in the order of Service Tax or any other taxes applicable, Service Charges, Finance/ Interest charges, Purchase of Goods and/ or Services reflected in the statement and Cash Advances.

Benefits of your JK Bank Credit Card: 
The JK Bank Credit Card would be accepted for payment, presently at 10000 E-commerce Websites, and more than 8.75 lac Merchant Establishment in India and 22million plus Merchant Establishments across Globe. The card would also be accepted for cash withdrawal at 1.45 lac ATMs in India and more than 1 million ATMs across the Globe, and where MasterCard are accepted. The card would be accepted for cash withdrawal at all networked ATMs of J&K Bank / other banks in India with logo of Master card/Maestro/Cirrus.

Free Credit Period: 
The billing statement would be generated as on 20th of every month, which is called statement date. The payment due date would be 10th or 9th of succeeding month. Thus, the Cardholder would get a minimum 20 days free credit period provided the total payment due shown in the statement is paid in full on the due date. If any transaction were billed to the card account one day after the statement date the same would be reflected in the next statement, which facilitates the cardholder to enjoy a maximum of 50 days of free credit. However, the interest free credit period would not be available if the payment made is Minimum Payment Due or less than Total Payment Due and the applicable financial charges would be levied for all the purchases from the date of transaction.

Revolving Credit Facility:

• JK Bank Credit Card offers you the flexibility to plan payments against your dues. For availing of Revolving Credit Facility you can pay a minimum of 5% of the actual balance in the month or 5% of the credit limit and 100% of over the limit usage, which is called "Minimum Payment Due".
• You also have the option to pay only the 'Minimum Payment Due' or any amount higher than the 'Minimum Payment Due' and less than the 'Total Payment Due' before the Payment Due Date of the statement.
• The balance could be carried forward to the next statement with applicable interest/finance charges. If the payment made is Minimum Payment Due' or less than 'Total Payment Due', the interest free credit period would not be applicable and the applicable financial charges would be levied for all the purchases.

Cash Advance: 
You can avail of cash advance of 20% credit limit within the overall credit limits sanctioned for your Credit Card. You can withdraw cash from:

• All networked ATMs of the J&K Bank.
• ATMs of other banks in India and across the Globe, where Master Cards are accepted or exhibit the MASTERCARD logo.

Lost Card Liability: 
Please notify the lost/ stolen Card to the Bank immediately on 24-hour Toll Free Help Line 1800 890 2122 or 24-hour help desk with Telephone No’s: 0194 2481936 or 0194-2481953. Whenever the cardholder contacts the help line the authenticity of the cardholder will be confirmed through dynamic quizzing over the phone before responding to the request of the cardholder. Immediately on receipt of the lost/ stolen cards notification the Card will be hot listed i.e. functioning of the card will be blocked. The cardholder can also notify the lost/stolen card to his concerned branch of our bank/DAC, Corporate Headquarters, M.A. Road, Srinagar, Kashmir. In case the cardholder is abroad, the services provided by MASTERCARD can be utilized by the cardholder with applicable MASTERCARD charges for such service. Simultaneously, you will please lodge a police complaint detailing the loss/theft. A copy of the police report along with your letter confirming the loss should reach us within a week from the date of reporting the loss.

Replacement of card: 
For getting a duplicate card issued in case of loss/ theft, you will please submit an application for the same along with the Police report to the bank 
In case your card is damaged or mutilated, you can get in touch with our 24-hour Customer Care Centre 1800 890 2122 or submit your request to the Bank/Business Unit for issue of a new card.

Add on Cards: 
In order to share your power of Credit Card, bank has provided you with an option to gift an Add on Card to your immediate family members on specific request. You can request for add on card at the time of applying for the Credit Card or you can also apply for add on Card at a later date in the prescribed application format. The Additional Card member will also enjoy the benefits that are available to the primary card holder. However, the total credit limit will be restricted to the limit enjoyed by the primary Cardholder. The Additional Card holder is also equally responsible for complying with all terms & conditions applicable to usage of Primary Cardholder.

Petrol against Card: 
Your card would be accepted at all petrol pumps across India where MASTERCARD is accepted. Enjoy fuel surcharge waiver every time you purchase fuel, subject to a maximum of Rs.5000 of Fuel purchase per month. 

Reward Programme: 
The Global Credit Card has a unique bonus plan that rewards you over and over again just by using your card. Every time you use your card in India or abroad, you will earn 1 reward point on every Rs.200/- spent on the Card except on fuel purchase and cash withdrawal transactions. Reward points can also be earned through special promotional offers, which will be run from time to time. In line with the promotional offers, Bank may also provide an option to redeem these reward points for payment of annual fee or exchange them for a wide range of exciting gifts. Minimum points to be accumulated for redemption are 300.

The reward program mentioned above is subject to change at the discretion of the Bank. For updated reward program kindly visit J&K Bank Website www.jkbank.com or call us at 1800 890 2122.

Customer Help Line: 
Bank's firm faith is that it pays if every customer's specific needs are taken care of. Bank has set up a 24 x 7 hour Customer Care Centre which can be accessed through Toll Free line 1800 890 2122 or 91194 2481936 /2481953. You can check Card's outstanding's, available Credit/ Cash limit payment details and notify lost stolen cards etc. using Customer care Centre Helpline facility.

PIN CHANGE:  
J&K Bank Credit cards are enabled for PIN change at any J&K Bank ATM.