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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.

Where can I place a card waiver request?

For card waiver requests, simply send an SMS to 72323 in the format below:
WAV space >NRIC> space >Last 4 digits of card number>
Example: WAV S7612345X 1234

With OCBC Internet Banking, you can also stay on top of your credit card bill payments with email and/or SMS reminders that’ll be sent 7 days before each card’s due date. Set that by:

Clicking "Customer Service" on the main page
Clicking "Manage e-Alerts" from the drop down
Clicking "Online Banking Payment"
Under “When your OCBC credit card payment is due”, select your preferred alert mode(s) - Email and/or SMS
Click "Save Changes"

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

Please note that card replacement fee is waived for up to 2 replacements within a 12-month period. A S$30 card replacement fees applies for FRANK Debit card and FRANK Credit Card from the 3^rd replacement onwards. From 1 January 2023, the card replacement fee will be updated to S$32.40 for both cards from the 3^rd replacement onwards.

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