PERSONAL INFORMATION SAFETY

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• HBL will never ask for sensitive information such as your PIN, OTP, Card Expiry Date, CVV or Card Number via phone, email or SMS.
• Do not share your PIN with anyone even if someone claims to be an HBL representative.
• Make sure to keep your information up to date with HBL to ensure your statements and other information will follow you to your correct address.
• Maintain confidentiality of your personal, financial and card information.
• Do not respond to unsolicited & suspicious emails seeking personal information or card details from you.
• Do not click on suspicious links as these can be Phishing Scams. If you accidently click a suspicious link, do not enter your personal or card details.
• Do not access HBL InternetBanking or HBL Mobile App by clicking on links forwarded to you via suspicious emails or SMS messages.
• Make sure your billing statements, receipts and other documents related to your card are not readable before you discard them.
• Do not hand over your card to any Bank official. If necessary, block the card first and then cut it into at least two halves to ensure the card cannot be used.

USING AN ATM/ POS MACHINE

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• Stand close to the ATM or POS machine and use your body and hand to hide the keypad as you enter your card’s PIN. This way you can prevent “Shoulder surfers” from peeping at your PIN as you enter it.
• Do not seek help from strangers for using your card at an ATM.
• Immediately call HBL PhoneBanking at (021) 111-111-425 if your card gets captured in an ATM, or if cash is not dispensed after you have keyed in a transaction.
• Press the ‘Cancel’ key before moving away from the ATM. Remember to collect your card and the transaction slip.
• When using your card at a POS machine, keep a constant eye on the card and the person handling it. Beware of the “swipe and theft” scam using card skimmers. A skimmer is a machine that records the information from the magnetic stripe on a card to make duplicate copies of the card.
• Ensure your card is returned to you after making a purchase by checking your name on the card.
• Avoid signing a blank receipt. Draw a line through blank spaces above the total when you sign card receipts.

SHOPPING ONLINE

• Before making online transactions, ensure that the website has all the necessary features in place to protect and safeguard your account information.
• Avoid making transactions on websites that do not take you to a secure server or do not provide necessary precautions to safeguard your information.
• Make sure the web address contains “https” instead of “http”. The former indicates a secure server.
• Make sure the web address contains a closed-padlock .
• During online transactions make payments to retailers that have 3D Secure enabled on their websites as it adds an additional layer of security. 3D Secure enabled websites require you to provide a One-Time-Password (OTP) that is sent to your registered mobile number, email address or both.
• Never share your OTP with anyone.
• Research charitable organizations before making a charitable donation online. Verify their website and check the site’s security protocols just as you would with a retail site.
• Only shop on secure networks. Watch out for public computers and Wi-Fi networks. Don’t use them to conduct financial transactions or for checking your accounts.
• Always use a protected computer with an anti-virus software and a firewall in place to help keep your transactions secure.
• Stay on top of updates for your operating system, anti-virus software, apps, browsers and firewalls. These updates often patch security holes to keep you safe.
• Don’t allow your browser or online shopping sites to store your card information to avoid being vulnerable.
• For more control over cross border e-commerce transactions, manage your e-commerce and international transactions through HBL Mobile.

GENERAL CARD SAFETY TIPS

When you receive a new card

• Check your package is intact when you receive a new HBL Card and report any lost or stolen cards immediately.
• When you receive a new card, immediately destroy the old card, ensuring that the magnetic stripe at the back of the card and the chip are fully damaged.
• Set a PIN for your new card. Do not choose an obvious PIN such as your birthday so that your card won’t be susceptible to misuse.
• Protect your PIN by memorizing it. Never write it down, store it on your phone or disclose it to anyone.
• Ensure that your card is kept in a safe place. Never leave it lying around the house, office or in your vehicle.
• Basic & Supplementary cards are to be used by the respective cardholders only.
• Never call back on unknown numbers for enabling your HBL Card. If needed, always call HBL’s helpline at (021) 111-111-425 to avail or seek clarity regarding any banking services.

Keeping track of all your transactions

• Keep track of all transactions as and when they are conducted by getting yourself enrolled for SMS alerts. This will ensure a high level of transaction security and fraud reduction on your Basic and Supplementary Card(s).
• Review card statements for unauthorized or fraudulent transactions.
• Reconcile the charges appearing in your billing statement with receipts received from transactions each month to ensure card safety.

Be in control of your device

• Disable automatic Bluetooth pairing. Always turn off your devices’ Bluetooth when it is not needed.
• Be in control of when and where you connect by turning off your smartphone’s option to automatically connect to a Wi-Fi, especially public networks. When connected to a public network, avoid making bank transactions, checking your card balance and online shopping.
• To protect the information on your device, turn on features such as ‘Auto-Lock’ and ‘Find My Phone’ where possible. These will allow you to lock your device and wipe its contents remotely if it’s ever lost or stolen.

INCASE OF EMERGENCY/ SUSPICIOUS ACTIVITY

• Keep a record of your card account number, expiry date and HBL PhoneBanking number to call in case of emergency. HBL PhoneBanking number is (021) 111-111-425.
• Report your lost or stolen card immediately to HBL to ensure your card is blocked. The sooner you report the better the chances of stopping fraud.
• You can also use HBL Mobile App to block or unblock your card at your will.
• Immediately call HBL PhoneBanking if you suspect someone has illegally used your card or you got an email or an SMS that claims to be from HBL but you suspect it is not.
• If you see any questionable charges on your billing statement, please call HBL PhoneBanking or report in writing to HBL Customer Service Department at: Customer Services Department, 9th Floor, HBL Plaza, I.I. Chundrigar Road, Karachi, Pakistan.