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Frequently Asked Questions

Frequently asked questions about credit cards;
- I want to get an optimum Credit Card, what should I do?
  
  You need to bring a copy of your ID, your current income documents, an electricity bill or a water bill reg-istered under your name or a member of your immediate family. Alternatively, you can bring a stamped certificate of residence from your local mayor (with a stamp worth 24.50 TL) and fill in the form that will be provided at your nearest Koopbank branch.
- I would like to obtain an additional credit card. How can I apply?
  
  The person requesting an additional card has to visit one of our Koopbank branches with a valid ID card and fill an application form.
- How can I cancel my additional credit card?
  
  Additional credit cards will be cancelled only upon the request of the main credit cardholder. You can either visit to the nearest Koopbank branch and fill in an ‘additional credit card cancellation form’ or reach us through the Call Centre at (0392) 600 02 02 and cancel your additional credit card.
- How do I replace a broken or damaged card?
  
  If your card is broken or damaged you have two options. You can either contact the nearest Koopbank branch in order for your card to be renewed and sent to your address. Alternatively, you can also reach us through the Call Center at (0392) 600 02 02.
- What should I do when my credit card expires? Do I have to re-apply for a new one?
  
  Your new credit card typically arrives around a month prior to your expiration date. It is automatically is-sued and sent to your address which is registered in our system.
- What does the credit card membership fee include?
  
  Optimum credit card users are able to pay by installments in order to ensure the continuity of their pay-ments. They can also enjoy benefits such as optimum points and airline miles. This is to protect the quality of the services we offer to our customers throughout the year. (These include statements, correspondence, internet banking, mobile branches, and complimentary lounge for gold card holders) These services are provided 24/7 and include the fees charged for the operation of the system which allows you to use these services anywhere in the world.
- Is it legal to take a credit card membership fee ??
  
  Although credit card membership fee is legal, the Koopbank offers a free credit card without membership or annual fees. However, the free credit cardholder cannot benefit from any of the advantages offered to the cards with fees, such as points, miles, payments in installments and so on.
- What is the credit card membership fee?
  
  You can find the relevant information about the credit card membership fee on our Products page.
- What is the interest rate for late credit card payments? How is it applied?
  
  The credit card interest rate is determined by the Cyprus Turkish Central Bank and is the maximum monthly interest rate applied to the remaining debt of the fixed period of payment. Default Interest is the net payment applied monthly in cases where the minimum payment has not been submitted by the due date. If you have submitted the total due payment by the due date, there will be no default interest or other charges to be paid. In cases when payments are not paid at all or are partly paid by the due date, different rates will be applied: if you have not made any payment or if you have partially paid the amount to be paid by your payment due date, credit card interest will be applied to the period concerned; default interest will then be applied to the amount after the due date of the payment, and credit card interest rate will be applied to the remaining amount.In addition, credit card interest rates are applied to cash withdrawal transactions from the date of the transaction until the date of payment.
- Where can I withdraw advance cash?
  
  You can withdraw advance cash in line with your allowed advance cash limit from any of our Koopbank 24 ATMs, branches or from any corresponding VISA/MasterCard ATM’S in northern Cyprus and abroad 24 hours a day
- What is the commission fee for advance cash?
  
  You are charged 1 TL plus %3 on the amount withdrawn from Koop ATM’s in northern Cyprus or abroad or in any other places where cash withdrawal is possible, such as casinos.
- How can I change the credit card extract due date?
  
  You may choose the payment due date of your credit card to be either 10th or 27th in the evening. You can change your credit card due date by visiting one of the branches or with a quick call to Koopbank’s Call Center at (0392) 600 02 02..
- How can I get my credit card password?
  
  You can create your own credit card password through our website: www.koopbank.com where you will find an ‘instant password’ option to click on or alternatively you can also call the Call Center during the weekdays from 08:00 till 19:00 and on Saturdays from 09:00 till 19:00 at (0392) 600 02 02 by pressing 0 to reach us.
- How do I convert my Classic Optimum card into a Gold Card?
  
  In order to possess a Gold Card, the minimum credit card limit should be 15,000.00 TL.
- How can I increase my card limit?
  
  In order to better manage your finances, you can apply to increase your card limit by visiting the nearest Koopbank branch with your current income documents or by calling us at (0392) 600 02 02. If your credit card payments are made automatically through a Cooperative , then you have to apply through this Cooperative.
- What is the maximum credit card limit I can have?
  
  Banks determine the credit limits of the individual customers according to their economic and social sta-tus, their average monthly and annual revenues and their credit card limits allocated by other banks. Ac-cording to the TRNC Bank Cards and Credit Cards Act (Article 6.1 and 6.2) – an individual customer who has obtained a credit card for the first time cannot exceed within the first year twice their average monthly net income and for the following years they cannot exceed four times their average monthly net income as their maximum limits. In a case where the annual income of the individual customer cannot be identified, the maximum credit limit is determined by all the banks cannot exceed the minimum monthly income.
  
  However on condition that you have a deposit account at Koopbank, your credit card limit can be increased by 75% of the amount to be blocked by the Bank.
- After what period of unpaid payment will my credit card be deactivated?
  
  The Bank Cards and Credit Cards Law require that the minimum fee of the due payment of the credit card, as specified in the banking agreement, should be paid during the following 7 work days. Otherwise there will be a notice sent to remind you of the due payment which has to be fulfilled till the next due payment day. There will be a warning that in case of no payment till the next payment due date, the account will be frozen, the credit card and the additional card (if there is one) will be deactivated and if it the overdue statement is not settled, the next step will be that the credit card and other additional cards will be cancelled permanently. Customers who have not settled out the whole payment will not be able to apply for another credit card until the payment is cleared.
- Why can’t I withdraw with my card although I have a cash limit available?
  
  If the cardholder has made a maximum of 3 payments under %50 of their credit card monthly due payments during the current calendar year, the cash withdrawal limit cannot be increased and cash with-drawal will be declined until the due credit card payments are cleared.
- My card is cancelled. Can I still use my existing points?
  
  Points of cancelled cards cannot be used as the points have to be used before the cancellation of the card.
- Why do I have default interest in my statement although I paid all my previous statements?
  
  No interest is calculated for the period shown in the account summary if the due payments are paid on the due date. However If the account does not belong to the period of issue of the statement, the amount of the deferring payment from the previous period will be calculated including the interest up to the date of the statement. The amount of interest which is calculated for the period from the due date of the payment and the actual date of payment will be shown in the next statement.
- What should I do if my credit card gets hacked?
  
  As soon as you realize that your card has been hacked, call us immediately at 0392 600 02 02 and de-activate your credit card.
  
  Notification periods and the Bank’s liability
  Card holders are obliged to make their complaints and objections within 20 working days from the over-due date through a letter of application, electronic mail or in any other way. If the complaint or the objec-tion is not made during the specified time period the amount to be paid as well as the statement of due payment become final.
  
  The process of the appeal
  
  The Bank will pre-examine the situation as soon as the complaint is received and contact any banks or businesses concerned. This process might be long because of the international credit card rules and reg-ulations. When the process is finalised our customers will be provided information both orally and in writing.
- What is Optimum Points?
  
  Optimum Point is a point system which allows you to earn points as you shop with your credit card both abroad or in northern Cyprus as well as for buying goods and services from members of the Optimum point system. It is a very profitable point system which can also be used as instant cash in the member organizations.
- How can I use my accumulated optimum points?
  
  The points you earn are immediately reflected onto your account as you are shopping in places which are members of the Optimum system. You will be able to use the points you earn straight away. The other points earned in other businesses will be reflected onto your account as soon as your transaction ap-pears on your credit card for the current period. Points earned via the use of your Optimum card can be converted into cash in places which are members of the Optimum Points System.
  
  Each Optimum point you earn corresponds to 1 TL in such member places
- I receive my account statement late/or not at all. How can I keep a track of my due payments?
  Your account statement is either sent to your registered postal address in our bank system or mail ad-dress or via SMS one day after your cutoff date. In order to get your statement on time you have to make sure that your contact details are correct. For postal delivery please check your address registered with our bank; for e-statements please check your e-mail information, and also please ensure that details of your mobile number are complete and correct.
  Other channels you can receive information about your monthly due payments are as below:
  - KoopBank Internet Branch
  - KoopBank Mobile Branch
  - Koopbank ATM’s
  - Koopbank Branches
  - 0392 600 02 02 Telephone Banking
- Where can I use my Optimum card to pay with installments?
  
  If you buy goods and services with your Optimum credit card in businesses which are members of the Optimum Credit Card System, then you are able to make payments with installments.
- Can I convert my already made payments into payment by installments?
  
  You can turn your single payments into payments by installments with your credit card either in northern Cyprus or abroad. The only thing you have to do is: to divide your single payment of 100 TL minimum into installments, as soon as it appears on your account and before the overdue date of your statement.You can easily convert your single payments into installments by following the following steps: either go online to join the Internet Branch, or use your mobile or tablet for the Mobile Branch. You can also call (0392) 600 02 02 Call Center.
- How much do I have to pay if convert my already made payments into payment by installments?
  
  Please visit our Products page online in order to find relevant and up-to-date information about installment rates.
- My address has changed. How can I get my credit card from the courier delivery company?
  
  You can get your credit card from the nearest Koopbank branch or call: 0392 600 02 02 in order to up-date your address details and ask your new card to be redirected to your new address.
- I would like to receive my account statement online only. What do I have to do?
  
  If you wish to receive your statements only as an e-mail/online, you can inform us through Internet Banking, Koopbank branches, and by calling our Call Center at: 0392 600 02 02.
FAQ's about BANK CARDS
- Does the new Koop24 Visa Electron bank card has a fee?
  
  No, the bank does not charge the cardholder for a Visa Electron bank card..
- Can Koop24 Visa Electron card be used abroad?
  
  Koop24 Visa Electron card is available for use abroad as well. You can withdraw cash all around the world from your deposit or current accounts.
- Is my bank card open to Internet shopping?
  
  Your Koop24 Visa Electron card is open to all internet sites that accept online credit card payments. No extra transaction is required.
- What is 3D Secure?
  
  When you are shopping via internet with Koop24 Visa Electron card, the 3D security system (3d Secure) requires a password (a single use password) which will be sent to your mobile that is registered in our systems via SMS. This ensures the safety of your transaction. When you enter the password on the screen, your shopping will be risk free and secure.
- I am shopping online but I cannot get my 3D secure password?
  
  The 3D secure password is only sent to the GSM number that is registered in our system. If your GSM number has changed, please call our Call Center to update your new number via (0392) 600 02 02.
- What is the CVV number that appears on my card information when I shop online?
  
  CVV is the initials of Card Validation Value and it is valid for VISA credit/bank cards. CVV is the name of the last three numbers which you can find on the back of your card above the signature. This number is designed especially for your credit/bank card and is used to ensure security when you shop online. Do not share this three-digit code with anyone.
- How can I find out my Koop 24 bank card balance?
  
  You can find your bank card balance through the Koopbank Internet Branch, Mobile Branch, Koopbank ATMs, by calling the number (0392) 600 02 02, and on ATM Banking Device through Optimum card member institutions..
- What is my daily cash withdrawal limit with my new Koop24 Visa Electron card?
  
  The maximum cash amount you can withdraw with your bank card is 1.500 TL per each account you have.
- What is my daily shopping limit with my new Koop24 Visa Electron card?
  
  The maximum amount of daily shopping limit with your bank card is; 4,500 TL from KoopBank pos machines and 1.500 TL from the other banks pos machines.
- I have lost my Visa Electron bank card password. How can I get a new one?
  
  You can get a new password for your card 24 hours a day online at www.koopbank.com by choosing ‘instant password’ or through the Call centre at (0392) 600 02 02 on week days between 08:00-19:00 and on Saturdays between 09:00-19:00.
- Can I withdraw USD via my debit card abroad if I credit my USD current account?
  
  You can withdraw money from your current TL account only. Foreign exchange withdrawn abroad will be debited from your current TL account.
- Do I have to pay for cash withdrawals made using my Koop24 Visa Electron card?
  You will not be charged when you use the ATMs that are included in the Koop24 chain. You will only be charged for using the Koop 24 Visa electron card in other ATMs which do not belong to Koopbank or are not related to any of the Co-ops.
  
  The transaction fee at the ATMs in northern Cyprus and Turkey which are excluded from Koop24 chains:
  - Balance queries : 0.85 TL + BSİV
  - Cash withdrawal : %1 + 3 TL + BSİV
  The transaction fee at the ATMs abroad:
  - Cash withdrawal : %1 + 3 USD + BSİV ( The transaction fee will be shown in your account statement according the daily rate in TL. )
FAQ's about MOBILE BRANCHES
- What is Koopbank Mobile Branch
  Whatever brand of mobile phone you have, Koopbank gives you the most useful experience of Mobile Banking.You can download the applications especially designed for iPhone, iPad and Android devices. Alternatively you can start using Mobile Bank system applications simply by typing mobil.koopbank.com address on your phone.
  
  With Applications of Koopbank Mobile Branch:
  - You can undergo bank transactions using our fast and secure Mobile Branch wherever and whenever you need to.
  - You can have access to all details relating to the address, telephone or fax numbers of all our branches through any Koopbank Branch or ATM.
  - You can easily follow all the latest developments in exchange rates, interest rates, currency calculations as well as interest and currency movements.
- Who can benefit from Mobile Banking Applications?
  
  Everyone, regardless of whether they are a Koopbank customer or not, can benefit from the foreign ex-change and interest rates placed within the mobile applications for ATM / Branches. However you need to be a Koopbank customer in order to use our Mobile Branch.
- Who can benefit from the Mobile Branch?
  
  Everyone who is a member of the Internet Branch and who has a mobile with internet connection can benefit from the Mobile Branch. Banking transactions can be made through mobile phone easily and effi-ciently.
- How can I get a Mobile Branch password?
  
  In order to get a Mobile Branch password you have to be a member of the Internet Branch. Members can log in with their customer number, password, and security number. If you are not a member you can get information from one of our customer representatives at 600 02 02 by pressing on ‘0’.
- Do I have to pay anything when I use the Mobile Branch with my phone?
  
  No, there are no fees for using the Mobile Branch with your own phone.
- Shall I pay additional charges for any transactions made through the Mobile Branch?
  
  No, there are no charges for transactions made through the Mobile Branch.
  
  The GSM operator which sets the data package for your mobile internet connections will charge you for internet access to use the Mobile Branch in line with your package agreement.
- Can I conduct my mobile banking transactions without downloading Applications on my mobile phone?
  
  You can either download one of the applications designed for the devices such as iPhone, iPad, Android and Android Tablet or you can go online through mobil.koopbank.com without downloading an application and conduct your bank transactions. However, it is recommended to download the application once and use Mobile Branch through the application.
- Where can I get information about Koopbank Mobile Banking?
  
  If you have any questions about the Koopbank Mobile Banking please call our Call center at 600 02 02 and press ‘0’ to reach a representative of Customer Services.
- Can I use the Mobile Banking abroad?
  
  Yes, you can use Koopbank Mobile Banking applications wherever you have an internet connection.
- What happens, if a Call or SMS are received during using Mobile Branch?
  
  If you receive a Call or SMS as you are using the mobile branch, the application will remain in process in the background for a limited time. If you are back to the application during this limited time, then you will need to continue the transaction through the mobile branch. If not, you will have to log in once again.
- What is the transaction limit in the Mobile Branch?
  
  Koopbank Mobile Branch transaction limits are exactly the same as the İnternet Branch. If you want to change your Internet Branch transaction limits you should go online to the Internet Branch Security Settings-Transaction Settings and arrange your preferences accordingly.
FAQ's Services for Member Businesses:
- How can I receive my member business expenditure statements?
  
  Post, Fax and e-mail – are the currently used methods to receive your statements on expenditures. For fax and e-mail instructions please call: (0392) 600 02 02.
- How can I update my contact and address details?
  
  To update your contact and address details please call: (0392) 600 02 02.
- My statements are not delivered regularly / or I do not receive them at all. What can I do??
  
  If your address was not provided correctly your statements cannot be delivered. If this is the case please call: (0392) 600 02 02 Call Service immediately.
  
  Also please inform us if you wish to receive you statements daily/weekly/monthly through fax or e-mail.
- How can I open my POS machine for installment sales?
  
  If you would like your POS Machine to be activated for sales with installments, please apply to the near-est Branch, or call (0392) 600 02 02 Call Center, or send us a Fax to 227 12 06 stating your request.
- Can I cancel sales via the POS machine?
  
  All advance or installment sales of the day can be canceled prior to conducting the end-of-day (EOD) on your POS machine.
- What to do if my POS device doesn't work?
  
  If you are using a fixed POS device, first of all you need to ensure that there is electricity connection. If there is another POS machine, check if it works or not. If the electricity supply has a problem, check your telephone connection.
  
  Before using ADSL POS device, you need to ensure that there is an electricity connection. If there is not a problem with the electric power, then check your internet connection as well as your bank agreement to verify your agreement dates.
  
  If you are using a Mobile POS device, firstly you need to restart the device and then check that there is a network connection.
  
  If the POS device problem persists, take the receipt of any transaction conducted with the defective device and call (0392 600 02 02 ) Call center to report and record the problem. Our team will solve the prob-lem the same day or at the latest the next day depending on their work schedule.
- What kind of responsibility does the member business accept to inform the customers that they can make credit card payments for the goods and/or services?
  
  According to the Law, the member business is obliged to accept payments of customers via bank or credit cards. It is also applicable on the days when products are on discount.
- Is it legal for the member business to add a commission fee to the payments made with a credit card?
  
  According to the Law, the member business does not have the right to ask customers to pay a commis-sion for credit card payments. If the Law is broken by the member business, the commission fee has to be refunded to the customer. Besides the member business has to pay an amount equal to the commission fee as compensation to the customer..The agreement between the bank and the member business can even be canceled and no treaty can be negotiated during the year.
- What are the obligations of the member business regarding payments made by the card?
  - The member business has the right to check the signatures and the ID card.
  - The member business has the right to check whether the card has been damaged.
  - The member business has the right to compare the details of expenditures with the details on the card and check the accuracy of details
- What is the duty of the member business in informing customers about possibility to make pay-ment via bank or credit card?
  
  The duty of the member business is to put signs about credit cards on visible places in order to inform customers about what kind of cards are accepted for payments.
- How many years should I keep the payment slips?
  
  According to the Law the member business has to keep payment slips for 5 years and give a copy to the customer.
- What kind of cards can I use for sales with installments with the POS device?
  
  Only Optimum cards are accepted for installment payments. Other cards are enabled only for single payments.
- What is the criteria for the POS-Inactive status?
  
  Fixed cost of the Inactive Status
  
  If the POS profit is less than 1000 TL in the previous month, then the average profit for the last 3 months will be checked. If the average profit is observed to be equally less than 2000 TL – 19 TL plus Inactive Status fee will be applied to the member business.
  
  Mobile Inactive Status
  
  If the POS profit is less than 2000 TL in the previous month, then the average profit for the last 3 months will be checked. If the average profit is observed to be equally less than 1000 TL – 9TL plus Inactive Sta-tus fee will be applied to the member business.
- Which GSM operators does your Mobile device work with and how does it work?
  
  Now your Mobile POS devices can work with KKTCELL lines. According your request your Mobile POS will be provided to the member business already connected to the GSM line. The KKTCELL line usage fee is 8 TL plus BSIV monthly, which will be debited from the POS account.
- I don’t know what the working conditions are/ I want to change the work conditions, what can I do ?
  
  To obtain information about working conditions, please contact our Call Center ( 0392 600 02 02) .

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Frequently Asked Questions

Frequently asked questions about credit cards;

I want to get an optimum Credit Card, what should I do?

I would like to obtain an additional credit card. How can I apply?

How can I cancel my additional credit card?

How do I replace a broken or damaged card?

What should I do when my credit card expires? Do I have to re-apply for a new one?

What does the credit card membership fee include?

Is it legal to take a credit card membership fee ??

What is the credit card membership fee?

What is the interest rate for late credit card payments? How is it applied?

Where can I withdraw advance cash?

What is the commission fee for advance cash?

How can I change the credit card extract due date?

How can I get my credit card password?

How do I convert my Classic Optimum card into a Gold Card?

How can I increase my card limit?

What is the maximum credit card limit I can have?

After what period of unpaid payment will my credit card be deactivated?

Why can’t I withdraw with my card although I have a cash limit available?

My card is cancelled. Can I still use my existing points?

Why do I have default interest in my statement although I paid all my previous statements?

What should I do if my credit card gets hacked?

What is Optimum Points?

How can I use my accumulated optimum points?

I receive my account statement late/or not at all. How can I keep a track of my due payments?

Where can I use my Optimum card to pay with installments?

Can I convert my already made payments into payment by installments?

How much do I have to pay if convert my already made payments into payment by installments?

My address has changed. How can I get my credit card from the courier delivery company?

I would like to receive my account statement online only. What do I have to do?

FAQ's about BANK CARDS

Does the new Koop24 Visa Electron bank card has a fee?

Can Koop24 Visa Electron card be used abroad?

Is my bank card open to Internet shopping?

What is 3D Secure?

I am shopping online but I cannot get my 3D secure password?

What is the CVV number that appears on my card information when I shop online?

How can I find out my Koop 24 bank card balance?

What is my daily cash withdrawal limit with my new Koop24 Visa Electron card?

What is my daily shopping limit with my new Koop24 Visa Electron card?

I have lost my Visa Electron bank card password. How can I get a new one?

Can I withdraw USD via my debit card abroad if I credit my USD current account?

Do I have to pay for cash withdrawals made using my Koop24 Visa Electron card?

FAQ's about MOBILE BRANCHES

What is Koopbank Mobile Branch

Who can benefit from Mobile Banking Applications?

Who can benefit from the Mobile Branch?

How can I get a Mobile Branch password?

Do I have to pay anything when I use the Mobile Branch with my phone?

Shall I pay additional charges for any transactions made through the Mobile Branch?

Can I conduct my mobile banking transactions without downloading Applications on my mobile phone?

Where can I get information about Koopbank Mobile Banking?

Can I use the Mobile Banking abroad?

What happens, if a Call or SMS are received during using Mobile Branch?

What is the transaction limit in the Mobile Branch?

FAQ's Services for Member Businesses:

How can I receive my member business expenditure statements?

How can I update my contact and address details?

My statements are not delivered regularly / or I do not receive them at all. What can I do??

How can I open my POS machine for installment sales?

Can I cancel sales via the POS machine?

What to do if my POS device doesn't work?

What kind of responsibility does the member business accept to inform the customers that they can make credit card payments for the goods and/or services?

Is it legal for the member business to add a commission fee to the payments made with a credit card?

What are the obligations of the member business regarding payments made by the card?

What is the duty of the member business in informing customers about possibility to make pay-ment via bank or credit card?

How many years should I keep the payment slips?

What kind of cards can I use for sales with installments with the POS device?

What is the criteria for the POS-Inactive status?

Which GSM operators does your Mobile device work with and how does it work?

I don’t know what the working conditions are/ I want to change the work conditions, what can I do ?

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