1. The applicant shall submit the application/request to the branch personally.
2. The application/request shall be filled out carefully, in capital Latin letters, without corrections.
3. The applicant shall indicate his/her identification data in the application.
4. The applicant shall present an identity document:

4.1. For citizens of the Republic of Moldova, the following documents are accepted:

• Identity card;
• Temporary identity card.

4.2. For foreign citizens:

• Passport issued by the country of origin;
• Permit of residence;
• Identity card for  stateless persons;
• Refugee identity certificate;
• Permit of residence for stateless persons.

Card issuance  – the application form is filled out by the account holder and the person who is to become an authorized user. When submitting the application, the original identity documents of both the account holder and the authorized user shall be presented, as well.

Cancellation of secondary card – if the authorized user does not need financing, the account holder can apply for the cancellation of the secondary card even without notifying the authorized user. The account holder fills out the application. When submitting the application, the account holder shall present an identity document, as well.

Setting spending limit on secondary card – it enables the account holder to limit the expenses of the authorized user for certain periods of time (monthly/weekly). The limit can be set without notifying the authorized user. When submitting the application, the account holder shall present an identity document, as well.

Cancellation of the spending limit on secondary card – when there is no need to limit the financing of the authorized user anymore; the previously set limit may be cancelled. The account holder fills out the application. When submitting the application, the account holder shall present an identity document, as well.

Urgent reissuance of card – is possible subject to any procedure for reissuance (upon expiry, upon request, in case of the loss or theft of the card, change of the name/surname of the holder, other reasons). The application for reissuance can be submitted to any subdivision. For details on urgent reissuance of the card, contact any branch of BC Moldindconbank S.A.

In normal conditions – the reissuance of cards instead of those previously handed out, for customers who are in the Republic of Moldova, is carried out in accordance with one of the procedures below:

Expiration of card – the card is reissued free of charge when it has expired or if, until the expiry date, there is less than a month left. It is necessary to fill out the application for reissuance of the card and submit it at any branch of the Bank, together with the expired card. If the customer does not return the old card, the application is filled out subject to the procedure for Reissuance due to loss. When submitting the application, the cardholder shall present an identity document. Salary cards are reissued automatically, without submitting an application. The customer shall go to the company’s accounting department and ask how to get the new card.

At the cardholder’s request (due to damage to the card, loss or compromise of the PIN code, the desire of the holder) – the application for reissuance of the card, based on this reason, is filled out only if the holder sends the previous card to the Bank. If the customer does not return the old card, the application is filled out according to the procedure of Reissuance due to a loss or theft. If the PIN code is compromised, the customer shall request blocking the card by calling the Support Service at +373 22 548 940. The reissuance fee is charged according to the tariffs set by the Bank. When submitting the application, the cardholder shall also present an identity document.

Due to the loss or theft of card – it is necessary to fill out the application for reissuance of the card and the application for cancellation of the lost or stolen card. Reissuance according to this procedure is carried out in case of loss, theft of the card and in all other cases, when the holder submits an application for reissuance, but does not return the old card. To avoid unsanctioned operations with the card, the customer shall immediately ask blocking the card, by calling the Support Service, at +373 22 548 940. Upon reissuance, fees are paid according to the tariffs set by the Bank. When submitting the application, the cardholder shall also present an identity document.

Due to  change in the name/surname of the cardholder – the card is reissued in case of a change in the name/surname of the holder. This procedure is not applied in case of minor changes in the name/surname, because of previous wrong transliteration from Cyrillic writing and other similar cases. In this case, the card is reissued subject to the procedure of Reissuance at the holder’s request. The cardholder must fill out the Application for reissuance of the card and the Application for modification of identification data. The reissuance fee is charged according to the tariffs set by the Bank. The holder shall present both an identity document and the document certifying the change in the name/surname.

Due to manufacturing defect (the Bank’s fault) – the application for free reissuance of the card is prepared if, after handing over the card, a defect admitted by the Bank was identified at the time of issuing/customizing the card.

Reissuance of  card to customers living abroad – if the cardholder is abroad, the Bank can reissue the card by sending it by post. To receive the card:

• Applicant shall contact Support Service of the Bank Cards Division, at +373 22 71 71 71 or by e-mail: client_service@micb.md;
• Applicant shall fill out the Application for cancellation of the card and the Application for reissuance of the card, upon receiving it by post, and send them by fax to the Bank Cards Division;
• Upon receiving the card and the PIN envelope, the applicant shall notify Support Service at +373 22 548 940;
•  Bank activates the card based on the voice confirmation of the applicant, who shall answer the control questions of the Support Service employee.

The applicant pays the costs of card delivery to the applicant’s address (DHL, UPS systems) and the fees, according to tariffs.

When reissuing by post, the Bank does not receive the old card, therefore the customer pays the fee for the loss, regardless of the reason for reissuing the card.

Filling out the Request  for receipt of bank statement by e-mail offers the possibility of receiving the monthly detailed bank statement containing:

• Operations made by all cards related to the account;
• Operations made without card, for example, account replenishment;
• Commissions applied to the operations made;
• Bonuses and interest offered by the Bank;
• Payment of loan interest;
• Opening and closing balance for the last month;
• Balance available on the account.

 The Request to waive receipt of bank statement by e-mail is filled out to opt out of receiving the statement by e-mail regularly.

The Request for access to bank mini-statements via  Internet offers the possibility to view online the amount available on the card account and the list of the last transactions made by card.

The access to the bank mini-statement can also be applied for by calling the Support Service of the Bank Cards Division at +373 22 71 71 71.

The Request to waive access to bank mini-statements via  Internet is filled out if there is no need to access mini-statements.

Modification of identification data – is made in case when the personal data, identity document or contact data of the cardholder were changed. In case of  change in the name/surname of the cardholder, the procedure for Reissuance of  card due to  change in the name/surname of the cardholder shall be performed. In this case, the cardholder shall present the new identity document.

The Complaint about provided services is completed to solve various situations, for example:

• The ATM did not dispense  the amount requested by the customer (partial or in total);
• When topping up the card account, the account data were wrong inserted;
• The customer withdrew money at the ATM, but forgot to take the money;
• The ATM retained the card;
• Operations were made by card, without the permission of the cardholder;
• Other situations.

When filling out the complaint, the customer shall mention the situation concerned, what he/she wants and contact details to be informed later about the result of the complaint resolution.

Before filling out the complaint, it is advisable to call the 24/24 Support Service at +373 22 71 71 71 to try to solve the problem.

The Complaint about provided services is filled out to solve various situations, for example:

• The ATM did not dispense the amount requested by the customer (partial or in total );
• When topping up the card account, the account data were wrong inserted;
• The customer withdrew money at the ATM, but forgot to take the money;
• The ATM retained the card;
• Operations were made by card without the permission of the cardholder;
• Other situations.

When filling out the complaint, the customer shall mention the situation concerned, what he/she wants and contact details to be informed later about the result of the complaint resolution.

Before filling out the complaint, it is advisable to call the 24/24 Support Service at +373 22 71 71 71 to try to solve the problem.