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For all other enquiries please contact us at 1800 363 3333.

FREQUENTLY ASKED QUESTIONS

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Why is there a hold amount, & breakdown of amounts?

If you’ve used your debit card recently, that’ll explain the difference between your Account Balance and Available Balance – when something’s charged to your debit card, it takes up to 7 days to reflect that transaction on the card account, after which the money is deducted accordingly.

What happens when I turn 26?

If you’re 26 years old and above, there’s a monthly service fee deduction of S$2 if your average daily balance for the month is less than S$1,000.

Can I open a FRANK Account in joint name?

No. FRANK Accounts are not available under joint account holdings.

New account eligibility for foreigners. What type of documents do I need?

For opening of account for foreigners, you will need to have a valid pass such as:

Permanent residence
Dependent pass
Employment pass
Student pass
Long term visit pass, or
Diplomatic pass

With regards to the documents required, you will need to bring your passport with minimum 6 months validity, and valid student/ long-term/ employment pass. If you are not an existing OCBC customer, you will also need a local telco or a local utility bill from the past 3 months showing your residential address that is billed to you OR local bank statement/credit card bill OR the tenancy agreement OR Income Tax Notice of Assessment.

If you have an original Faculty/Hall of Residence Letter issued by your school, please submit all your documents at any OCBC Branches or on designated days at the FRANK Stores.

What FRANK Credit Card design choices do I have? How can I change my card design?

Effective 1 July 2020, new applicants for the FRANK Credit Card can choose between 2 designs � Obsidian (FRK2020) and Vortex (PRF0002). These 2 designs are also applicable for card design change requests for current Cardmembers.

If you are an existing FRANK Credit Cardmember and wish to change your design, you can visit an open OCBC branch, or call our hotline +65 6363 3333

Please note that safety procedures are adhered to at OCBC Branches to ensure safe distancing during COVID.

If you are an existing FRANK Credit Cardmember who is currently happy with your existing design, no further action is needed. Your card replacements will continue to be in your existing design.

How are the rebates calculated with S$25 sub-caps?

To illustrate the S$25 sub-cap:

MERCHANT	PAYMENT MODE	SPEND AMOUNT	BONUS CASHBACK CATEGORY	CASHBACK EARNED
Booking.com Starbucks	Online payment in FX In-store payment in FX	S$400 S$20	8% cashback on foreign currency transactions	S$25*
foodpanda ZARA Scoop Wholefoods	Online payment in SGD Apple Pay / Google Pay in SGD Apple Pay / Google Pay in SGD	S$50 S$150 S$150	8% cashback on SGD transactions	S$25*
Scoop Wholefoods	Apple Pay / Google Pay in SGD	S$150	2% cashback on spend at selected green merchants	S$3
PS.Cafe	Visa Paywave (using card)	S$50	0.3% cashback on other transactions	S$0.60
Total		S$820		S$53.60

*The maximum cashback a customer can receive per category is capped at S$25.

Is FavePay considered an online or in-store mobile contactless payment transaction?

A FavePay payment via the Fave app will be classified as an online transaction as the purchase is made through the internet via an app. Only Apple Pay, Samsung Pay, Google Pay, Fitbit Pay and Garmin Pay transactions will be classified under the in-store mobile contactless payments category.

What categories of spending are excluded from the minimum monthly spending and cashback calculations?

Certain Merchant Category Codes are excluded from cashback calculations and will not count toward the minimum spend requirement. Examples include: top-ups to e-wallets including that of Grab, Youtrip, Singtel Dash, tax payments, insurance premium purchases made to financial institutions.

Is my new card approved?

Upon receipt of your application and complete documents, the application process would normally take 5 to 7 working days.
Once approved, you will receive the following SMS from us:

“Your application is approved! You will get your card in 10 days. For existing cardholders: If you requested a new credit limit, it will only apply to this card.”
We will write to you if we require more information/ documents from you. Should you not receive the SMS please contact us at 1800 363 3333.

How long does it take for new / replacement FRANK cards to reach me?

It takes about 10 working days.

Do I have to pay to change to a new card design?

FRANK Card Design charges for both Debit/Credit Card varies from S$0 to S$30.

Which cards are free, and which are chargeable?

You can head on over to https://www.frankbyocbc.com/products/cards/card-designs/ to find out the respective card design charges.

How do I change my card design?

You may submit the Credit Card/ Debit Card Maintenance Form found on the OCBC website to submit the request.

Do refer to our FRANK website to view our card designs and place your cursor on the respective card designs to view the card design fee.

My card is expiring soon. Can I change the card design once it expires?

A renewal card will be sent to you about one month before it expires. However, you need not wait until it expires to change your card design.

To change the card design, please submit the Credit Card/ Debit Card Maintenance Form found on the OCBC website to submit the request.

Do refer to our FRANK website to view our card designs and place your cursor on the respective card designs to view the card design fee.

If you need your card replaced because it’s messed up, lost, or stolen, here’s what you can do, depending on the card:

FRANK Credit Cards Call us or visit FRANK branches

FRANK Debit Cards (With change of design) Visit FRANK branches

FRANK Debit Cards (Without change of design) Call us

If you have a FRANK Debit or Credit Card, no fee will be charged when you replace your card for the first time. The fee for your second and third replacements will also be waived if they are made within 12 months of your first one. A card replacement fee of S$32.70 (including GST) will apply thereafter.

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