FREQUENTLY ASKED QUESTIONS (FAQs)

• Q1.   Why are customers being asked to replace their MasterCard (Classic/Gold) and/or   Proprietary card (Gh-Link)?

  The bank has upgraded its systems to ensure customers have a better experience with the usage of our range of card products on ATMs, POS, and Online.

• Q2. How would customers get their MasterCard (Classic/Gold) and/or Proprietary card  (Gh-Link) replaced?

  For Mastercard Classic and Proprietary Gh-Link card customers will be required to walk into any CBG Branch nationwide with their old card or account details to be issued with an instant card.

   

  Mastercard Gold users will be re-issued with new cards from the E-Banking Department and dispatched to their domicile or preferred branches for pick-up. As soon as the cards are ready, Cardholders will be notified to pick up their cards at their preferred locations as instructed.

• Q3. Do customers have to apply for a new card?

  Customers need to present their account details or Ghana cards and be verified to receive new cards. If they do not have existing cards, they must fill in a request form for a new card.

• Q4. Is identification required for card replacement?

  No, if your account is already linked to your Ghana Card. However, if your account is not already linked with the Ghana Card, per the Bank of Ghana regulation, residents/nationals of Ghana would need to update their bank account details with their Ghana cards to be able to perform any transaction from their accounts.

• Q5. Where can customers get their cards replaced?

  At any CBG branch nationwide.

• Q6. How long does it take to replace a card?

  MasterCard (MasterCard (Classic) Card and/or Proprietary Card (Gh-Link) will be issued instantly at the branch. However, MasterCard (Gold) cardholders will have to wait for notifications from their branches for pick-up.

• Q7. What happens to the old card of customers?

  Their old cards will still be with them until CBG turns off the old system by the end of June 2024.

• Q8. Will customer funds/account/personal details be kept safe?

  Yes, the safety and security of customer funds, accounts, and credentials are maintained throughout and after the exercise.

• Q9. What are the benefits of the new card?

  Yes, the safety and security of customer funds, accounts, and credentials are maintained throughout and after the exercise.

• Q10. Will the old PINs of Customers work with their new cards?

  Yes, the safety and security of customer funds, accounts, and credentials are maintained throughout and after the exercise.

• Q11. Is there a fee Customers will pay for the new cards?

  Yes, the safety and security of customer funds, accounts, and credentials are maintained throughout and after the exercise.

• Q12.Who qualifies for the free card replacement?

  Anyone who currently holds an unexpired CBG Mastercard Classic, Mastercard Gold, or GH-Link card is eligible for a free replacement card until the end of June, 2024

• Q13. Have transaction fees and limits changed?

  The free replacement program provides a like-for-like replacement. So, if you have a     Mastercard Classic, you'll receive a new Mastercard Classic card. However, you can upgrade to a Mastercard Gold or choose a different card type altogether. Upgrading or switching cards will come at a fee.

• Q14. When does the re-carding exercise end?

  The exercise window closes at the end of June 2024. Old cards will cease to function after this period.

• Q15. What happens if customers do not replace their old card before the deadline?

  They will not be able to undertake any transactions via your old CBG card (Mastercard and/or Proprietary card) after the card replacement window closes (June 2024). Any new card issued thereafter will come with a fee.

• Q16. What if a customer has lost his/her old card, will he/she get a new card?

  Yes. If the card is not expired, the customer will get a new card free. However, if the lost card is expired, he/she will have to get a new card at the regular card issuance fee of GHS15.00 for the Proprietary card and GHS25 & GHS35 for MasterCard (Classic/Gold).

• Q17. Can someone else do the card replacement on behalf of a customer?

  No! No one can undertake this exercise on anyone’s behalf; however, a customer who cannot physically go through the exercise can write an official letter and send it to his/her branch. The customer will be contacted for the next steps

• Q18. Can customers use email or electronic means to participate in the card replacement exercise?

  Yes! The customer can initiate the process through electronic means provided he/she has indemnity in place (email or otherwise). Without any indemnity in place, the customer cannot use any electronic means to facilitate his/her participation in the exercise

• Q19. What should customers outside the country do to get their cards replaced?

  Cardholders can call our Contact Center on 0302216000 or use our social media Live handles to chat with our Bank representatives for assistance.

• Q20. After replacement, does the customer need to send an email to activate the card?

  No! The customer does not need to send an email. The card can be activated following the procedures provided at the branch or through specified electronic means.