Frequently asked questions

Direct Debit

After how many unsuccessful runs Direct Debit is cancelled?

Direct Debit is not cancelled by unsuccessful runs. It is cancelled only upon the customer’s instruction

Under which conditions a Direct Debit order is not executed?

  • No available funds in account
  • Account is blocked disallowing any debit

How much the bank charges to execute a Direct Debit?

The Bank charges Rs 6 per direct debit

What is a Direct Debit?

A Direct Debit is a Payment Product and addresses the needs of customers who have to effect payment of variable amounts to specified service provider/s

The instruction has

  • beneficiary name
  • account to be debited
  • Reference number
  • Customer’s authorisation

 

Once created on the system, the Direct Debit instruction is effected automatically until revoked by the customer.

Feedback/Complaints

How can I reach the Bank to provide my feedback?

Option 1: By Telephone

You may call our Contact Centre on 202 9200 anytime as from 08:30 to 16:30 hrs

 

Option 2: Voicebox

We have a dedicated voicebox to receiving feedback/complaints or suggestions, operational 24 hours a day, 7 days a week. You may call 202 9203 and leave your message. We shall respond to all messages left after 16:30hrs on the next working day.

 

Option 3: Write to us

You may choose to address your feedback/complaint to :

The Quality Service Coordinator

Bank One Limited

16, Sir William Newton Street

Port Louis

 

Option 4: Email us

Drop us an email at complaints@bankone.mu

 

Option 5: Through our website

Visit our website www.bankone.mu and post your message in the Contact Us/Share feedback section

 

Option 6: Feedback/Complaint boxes

You may wish to fill in one of our feedback brochures and drop it in our feedback box available in all our branches.

 

Option 7: Talk to your Branch Manager

Meet your Branch Manager and voice out your feedback/suggestion or concern.

 

Time to solve issue

 

Type Time frame to solve issue
Regular complaints 3 workings days
Medium/complex issues 7 workings days
Very complex issues 10 workings days

KYC Policy

What is required to get through the KYC verification for an individual?

What is required from you are readily available documents that will help confirm

your identity and address:

(i) For Individual customers, these are:

As Proof of identity :

  • National identity card / Current valid passport

 

As Proof of address:

  • Recent utility bill (Telephone / Electricity /Water bills) / Recent bank or credit

card statement / Recent bank document specifying your address

  • Any other document or documents which, beyond reasonable doubt, establish

(es) the address of the customer.

 

Please note that the above are basic KYC documents and that additional documents may be required for non-residents and in other specific cases.

Why KYC is important for you as a customer?

It ensures that the relationship between you and your bank is properly maintained as per legal provisions, thereby mitigating the risks of identity theft or unauthorized/ fraudulent transactions during this relationship.

 

It is applicable, but not limited to, opening or holding an account, having a fixed deposit, applying for a loan, renting a safe deposit box, entering into a fiduciary relationship or having recourse to a bank for a one-off transaction.

What is ‘Know Your Customer’ policy?

The ‘Know Your Customer’ Policy, commonly referred to as ‘KYC’, is a mandatory framework for all banks and other financial institutions used for customer identification process. It sees to it that the identity and permanent address of individuals or entities resorting to financial services are ascertained at all times.

The KYC Policy is backed by laws and guidelines, namely:

  • The Banking Act 2004;
  • The Financial Intelligence and Anti-Money Laundering Act (FIAMLA) of 2002;
  • The Financial Intelligence and Anti-Money Laundering Regulations (FIAMLR) of 2003; and
  • The Bank of Mauritius Guidance Notes on Anti-Money Laundering and Combating the Financing of Terrorism

Lost/Stolen card

How Do I Report A Card Lost or Stolen?

Contact us immediately on 230 467 1900 to report and to request a replacement card.

Standing Order

How much does the Bank charge for the execution of a standing order?

Internal Transfer self account:Rs10

Internal Transfer third party account:Rs15

Transfer to other banks:Rs30

After how many unsuccessful retries a standing order is cancelled?

After 3 months of non-execution.

Under which conditions a standing order is not executed?

  • No available funds in account
  • On expiry
  • Account is blocked disallowing any debit by court order

What is a Standing Order or Instruction?

Standing Order is a Payment Product and addresses the needs of customers who have to effect payments of a fixed amount to a specified beneficiary/ies at specified frequencies for a specified period or until further notice.

 

The instruction has

  • a start date
  • an end date or until further notice
  • frequency
  • beneficiary name
  • beneficiary bank/account number
  • amount
  • reference number
  • customer’s authorisation

Once created on the system, the standing order is effected automatically as per its scheduled frequency until its expiry date/cancellation by the customer.