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FREQUENTLY ASKED QUESTIONS


SECURITY & FRAUD

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Fraud

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1. What does a Bank Fraud mean?
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Fraud is the use of potentially illegal means to obtain money, assets, or other property owned or held by a financial institution, or to obtain money from depositors by fraudulently posing as a bank or other financial institution.
2. What is credit card 'skimming'?
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Credit card skimming refers to fabricating a credit card or a bank card using a device that reads and duplicates the information from the original card. Small machines called 'skimmers' are used to read numbers and other information from credit cards and capture and then used for illegal transactions and payments.
3. What is a counterfeit credit card?
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Counterfeit credit cards are fakes that have real account information stolen from victims. The cards appear legitimate, with issuers’ logos and encoded magnetic strips. Criminals use stolen account information to create counterfeit cards or to charge items over the phone or the Internet. Counterfeit cards often are used just a few times and abandoned before the victim becomes aware and reports their misuse.
4. How does credit card fraud occur?
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Credit card fraud happens when consumers give their credit card number to unfamiliar individuals, when cards are lost or stolen, when mail is diverted from the intended recipient and taken by criminals.
5. What is an unauthorized charge on my credit card?
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An unauthorized charge is a purchase on your credit card that you did not make or permit anyone else to make. When your card is lost or stolen, the person who finds it or steals it may use it to make purchases. Criminals can use the card by forging your name, or order goods and services by phone or on the Internet.
6. What to do if I noticed an unauthorized charge was made on my card?
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If you noticed that there was a fraud process made on your card, please contact Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls and our Call Centre agents will assist you in stopping the card.
7. I looked for my credit card and found it was missing. What should I do?
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Please contact Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls immediately if your card is lost or stolen. Follow up your phone call with a request to ABK Call Centre. The request should contain your card number, the date the card was discovered missing, and the date you reported the loss. Once you report the lost card, you are not responsible for any unauthorized charges.
8. Are there any fees for stopping card or issuance of new card?
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If case was proven to be fraud, there will be no fees at all. If transaction turns out to be genuine, the customer will then pay all related fees:
  • KD 3 reporting stop fees. (For credit or prepaid cards only)
  • KD 2 per transaction claimed as fraud and proven genuine.
  • New card issuance fees.
These fees dependent on the type of card since some cards are excluded from reporting and issuance fees.
9. What are the credit or prepaid cards that are excluded from the reporting fees?
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  • ABK Emirates Visa Infinite Card
  • Master Card World
  • Prepaid cards
Customers must pay the reporting fees for the remaining ABK cards.
10. How to continue the fraud process after stopping the card?
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To continue the fraud process, please contact Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls to exchange emails with an ABK representative. The representative will assist you in filling out a dispute form that would be sent to a special fraud unit to refund.
11. How long is the dispute process?
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After submitting the form via email, the dispute process will take 45 working days.
12. What are the required fields that need to be filled out in the dispute form when sending it to Call Centre?
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  • Accepting the terms and conditions
  • Give thorough Transaction details
  • Fill out any general information
  • Fill out all the required fields
  • Reply to the email with the filled form.

Security

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13. What is identity theft?
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Identity theft, or ID theft, is the fraudulent use of an individual’s personal information—such as civil ID number or date of birth—to commit financial fraud.
14. What happens to victims of identity theft?
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Identity thieves harm and inconvenience victims by using their names and other personal information to open new credit accounts or access existing credit and bank accounts, and by placing fraudulent charges on these accounts. Victims of identity theft have to dispute these charges as fraudulent, and locate and close down all fake accounts opened in their names.
15. Are victims of ID theft held liable for the losses?
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No. While victims of identity theft are not held liable for the losses, it may take years for victims to clean up the financial and credit implications caused by the crime.
16. What is phishing?
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Phishing is the act of sending an e-mail falsely claiming to be an established, legitimate enterprise, in this case, a Bank, to scam the user into surrendering private information that will be used for identity theft. The e-mail directs the user to visit a Web site where they are asked to update personal information, such as passwords, credit card, and bank account numbers. The website, however, is bogus and set up only to steal the user's information.
17. How to spot Phishing Scams?
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  • Look for warning signs like requests for personal information. ABK will never ask for any of your personal information by email.
  • Look out for the language and tone of the email. Fraud email messages usually urge you to act quickly and make a suggestion that your account is vulnerable or is likely to be closed if you do not provide the personal information.
19. Will I ever be asked about my Online Banking username or password?
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Al Ahli Bank of Kuwait will never ask you to disclose your personal card details such as the Card PIN number, CVV or any confidential banking details. Your Card PIN must be kept secret and known only to you. That includes your Online Banking details e.g. User Name and Password.

If in doubt about any email, call or text message, call ABK's Call Centre Ahlan Ahli 1899899. Our Call Centre agents will assist you immediately and are available 24/7 at your service.

If you are abroad then you can contact our Call Centre at Ahlan Ahli +965 22442211.
20. How can I tell the difference between a scammer’s e-mail and a legitimate attempt by ABK to contact me?
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Al Ahli Bank of Kuwait will never use e-mail communications to ask for personal information because e-mails are not secure. Hit the delete button and never respond to such an e-mail. Don’t respond to e-mails—or phone calls—asking you to provide your credit card numbers or information. Even when you have a legitimate request, ABK will never ask that you send detailed account information in an e-mail. This is because criminals might intercept your e-mails. When you wish to address an issue that requires personal account information, visit the nearest ABK bank in person, use its secure web site, contact Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls.
21. What are the general security tips I should take into consideration?
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  • Never fill out any personal information such as Card Number, ATM Card PIN number etc. in an email, surveys or feedback forms.
  • If in doubt about any email, call or text message, call ABK's Call Centre Ahlan Ahli 1899899. Our Call Centre agents will assist you immediately and are available 24/7 at your service.
  • When creating your accounts on the online banking system try to come up with an original password. Commit your passwords to memory rather than writing them somewhere, and never share or give out your information.
  • Try to avoid the following easily identifiable items when creating a password like your birth date or a family member's date of birth, your name, a family member's name, or a pet, phone numbers and dates of important events.
  • The best passwords use a combination of letters, numbers, and punctuation.
  • Make sure you have Anti-Virus Software installed and running. Always use security software with an anti-virus, anti-spyware and firewall features to protect your computer.

Dispute Form

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22. How can i file a dispute to a transaction I found in my account summary?
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If you are disputing a transaction that appeared in your account statement, kindly follow the below steps:
  1. Click on the link Dispute Form.
  2. Print it and fill the details
  3. Sign it and send it to ABKCardsDisputes@abkuwait.com