help & support

Credit Cards

FAQs

Where can I find DTB\’s branch network in Kenya?

Please visit our website and search to find the closest branch to you.

On the website, click on the \’About us\’ main link and then click on Our Locations on the sub-link underneath.

This page contains a drop-down menu that will allow you to pick the specific location you desire. All of DTB Kenya branches details including addresses, telephone and fax numbers, maps and hours of operation are available here.

 

What information do I need to send/receive a wire transfer?

In order to request a wire transfer you will need to contact your domicile DTB branch wahere your account resides. Money can be transferred from DTB to most financial institutions. To complete the wire transfer you will need to provide DTB with:

  • The full name, address (including city, province/state and country) and account number of the business or person you are sending money to.
  • The full name and address (including city, province/state and country) of the financial institution receiving the funds.
  • The amount and currency of the transfer.

 

If the person receiving the funds does not have a bank account, they may still be able to receive funds by wire transfer through a financial institution by providing suitable identification. You must verify the availability of this service with the receiving financial institution. In this situation, you must provide DTB with the financial institution\’s number and branch number, as well as the person\’s name.

Note: To receive a wire transfer from within Kenya to your DTB bank account, you must provide the initiating financial institution with your bank, branch and account numbers. The bank number for DTB is 063, the branch code has 3 digits and your account number has 10 digits.

 

Where can I find foreign exchange rates?

Visit your local DTB branch for information on foreign currency exchange rates or visit our Forex section on our website. To obtain historical or current foreign exchange rates, please contact DTB\’s Treasury Section on +254-20 2225816, +254-20 2221313 for assistance.

Note: that we are only able to provide you with an indication rate over the phone as the exchange rate is subject to change at any time during the course of the day.

 

Where can I find information on Account Charges?

You can find information on the account charges and all fees on the website by accessing the DTB Product Guide and Tariff Guide.

If you have questions or need assistance completing your registration, please call DTB Online Banking customer support at 0718 390 800 / 0732 390 800. Assistance is available 24 hours a day, 7 days a week.

 

How do I change my address information with DTB?

If you move, you should contact us to ensure that you continue to receive your statements through the mail. You must change your address information with DTB in person at any DTB branch. Joint account holders should update their information separately, if both are moving.

 

How do I open a DTB bank account?

To open a DTB bank account, visit the DTB branch closest to you to fill out the actual account opening forms. The basic information required to open an account includes:

  • Introduction/reference letter
  • ID/Passport Copies of all authorized signatories
  • Proof of residential address such as utility bills
  • One passport photo of all the authorized signatories
  • And previous pay slip (if introduced by employer)

 

Once you adequately filled the details on the form and provided the above, your account is opened and ready to operate immediately.

 

How do I make my account a joint account?

To make your account a joint account visit your local DTB branch and ensure that the individual you want to make a secondary account holder brings two pieces of acceptable identification with them i.e the ID/Passport and photograph. Both parties must be present at the branch to make the account joint. It is not possible to make a DTB account joint via Online Banking or Telephone Banking.

If you have questions about making your account joint, about removing someone from a joint account, or about other changes to the status on a joint account you already hold, please call DTB customer service support at +254-20 2849888 / +254-718 390 800. Assistance is available 24 hours a day, 7 days a week.

 

How do I register/ apply for DTB Online Banking?

For information on DTB\’s Online Banking, you can visit the \’Electronic Banking\’ link on this website or visit your local DTB branch. To register/apply for DTB Online Banking, you\’ll need your visit your nearest DTB branch and fill out an Electronic Banking Application form.

 

I am having difficulties signing on to online banking , what should I do?

When signing in to DTB\’s Online banking, you must first be registered for the service which can be done at your local DTB branch. If you are registered for the service and are having problems accessing it, remember that your password is case sensitive and may contain upper- or lowercase letters, numbers, or a combination. Attempt re-enter the password for verification and select \’Next\’ to continue. If you still cannot sign in contact the customer service helpline as the system may be experiencing some technical difficulties.

 

Is there an added cost to get started on E-Statements?

There are no additional costs for E-statements as long as you are signed up for DTB\’s Online Banking.

 

How do I review my account balance online?

You must be registered for Online Banking to view account balances online. Once you have signed on to Online Banking through the website you will be presented with a one-page snapshot of your bank accounts, loans, mortgages, credit cards and investments on your \”My Accounts\” page.

The balance displayed for your bank account is the most up-to-date balance that we have, and includes your most recent transactions. Please keep in mind, however, that your balance may not reflect all cheques that you\’ve written or payments that you\’ve authorized because they may not have yet have cleared your account.

 

How do I apply for a replacement debit card?

Visit your nearest branch and complete a standard replacement debit card form to get a replacement debit card.

 

How do I get information about the purchases on my credit card statement?

A primary DTB credit cardholder can inquire about the available credit card balance, available credit and last credit card payment by calling the DTB customer service support at 0718390800 / 0732390800. Assistance is available 24 hours a day, 7 days a week.

Note: Statements are normally sent out 20 days before the due date either by the postal or email address provided.

 

How do I dispute a charge on my credit card statement?

If there is a charge on your credit card statement that you do not recognize (or an error or other irregularity), you must notify DTB immediately by way a signed letter attached with the statement highlighting the discrepancy and submit it to the nearest DTB branch. Please call DTB Credit Card Services at 0718 390800 / 0732390800 as soon as possible with the transaction details including the transaction date, description of the transaction and the date of the statement.

 

What is a disputed transaction?

Any charge on your account that you do not believe is valid can be disputed. Keep in mind that time is crucial when attempting to dispute an invalid charge, so you must notify DTB of the transaction immediately. Examples of disputed charges can include, but are not limited to:

  • Unauthorized transactions
  • Charges for goods and/or services not received
  • Charges for goods returned where a credit has not been processed by the merchant
  • Duplicate charges
  • Charges processed for the wrong amount

 

To ensure that you only pay for transactions that you authorized:

  • Check your credit card statements and purchase amounts against merchant transaction receipts, and report any unrecognized or questionable charges to DTB immediately
  • Carefully check your credit card statement to identify any charges you do not recognize or other irregularities or errors
  • Ensure all authorized users review their transactions for irregularities or errors

 

Retain all credit card transaction receipts and/or agreements, merchant contracts or other documentation you may have to reconcile your charges on your credit card statement (this information may be required as supporting documentation for disputes for up to 6 months from the date the goods or services were purchased or expected to be delivered)

 

How can I increase my daily cash withdrawal limit on my card?

The default cash withdrawal limit is Ksh 20,000. To increase this, please visit your nearest branch and fill in the relevant form to request the increase in limit.

 

What are the fees to withdraw funds at ATM\’s for DTB debit/credit card holders?

For withdrawals:

  • Ksh 30 each time a DTB card holder uses a DTB ATM that displays the Visa symbol.
  • Ksh.70 each time a DTB card holder uses a Pesapoint ATM
  • Ksh 200 each time a DTB card holder uses a non-DTB ATM that displays the Visa symbol.

For credit card cash advances, a cash advance fee applies for each withdrawal and interest is charged from the date the advance is taken.

If you have questions or need assistance completing your registration, please call DTB Online Banking customer support at 0718 390 800 / 0732 390 800. Assistance is available 24 hours a day, 7 days a week.

 

What do I do if I\’ve forgotten my debit card PIN?

If you have forgotten your debit card PIN to access ATM\’s, please visit your nearest DTB branch. You will need to present two pieces of valid identification at the branch (photo identification is preferred).

Alternatively, you can contact the DTB Card Centre on +254-718 390800/ +254-732 390800.

 

What do I do if my credit card or debit card is lost or stolen?

If your credit/debit card is lost, stolen or retained by a machine, please call DTB Card Centre immediately at +254-718 390 800 / +254-732 390 800 or visit your nearest DTB branch for immediate assistance.

 

Where can I find information on additional services other than accounts?

For more information on products and services other than accounts, such as Cash Management Services, Corporate Banking Facilities, Trade Finance and Asset Finance you can visit the website and click on Business Customers to get detailed information or visit your local DTB branch.

 

Is the mobile account information stored on my phone secure?

Yes, the DTB Touch 24/7 application has multiple layers of security protection, making it just as secure as using your DTB physical card today.Your mobile account information secure as it is encrypted and safely stored. For added security, DTB also provides you with the option to lock the DTB Touch 24/7 application with your own personal passcode.

 

How do I add an additional cardholder to my credit card?

As the primary cardholder, you can have additional credit cards issued for your spouse, other family members or other designated persons. Visit your nearest DTB branch and fill out a supplementary card application.

If you have questions or need assistance, please call DTB customer service support at +254-20 2849888 / +254-718 390 800. Assistance is available 24 hours a day, 7 days a week.