Frequently Asked Questions - Cellphone Banking

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1 Frequently Asked Questions - Cellphone Banking Q1: Are there any special requirements I need before I start using Cellphone Banking from FNB? No, anyone, with any cellphone, on any network can start banking by simply entering *120*321# and pressing the green/dial button on your cellphone. Alternatively you can bank by sending an SMS to For these methods, there are no special SIM card requirements, no complicated downloads and no changes to your cellphone settings are required. However, if you want to use our fnb.mobi (WAP) banking, you will need to have the following: The cellphone has to be data services (GPRS, 3G or Edge) enabled and The cellphone has to be WAP 2.0 enabled and Any valid SIM card can be used. Please remember that if your cellphone is not compatible, you can still do Cellphone banking using SMS or our menu based methods. Q2: I have a Palm Device, would I be able to use Cellphone Banking from FNB? Yes you can, however you would need to manually load the settings onto your device as these settings cannot be sent to you via an SMS. For more information contact your service provider (Vodacom, MTN, Cell C or Virgin Mobile). Q3: Do I need to register first and where can I register? Yes, you will need to register. Go to any FNB ATM. It will take approximately 60 seconds of your time Login to and click on the service tab at the top Call Go to any FNB branch To register for Cellphone Banking from FNB you need to have: A valid cellphone number on the MTN, Vodacom, Cell C or Virgin Mobile network A qualifying FNB account Q4: Have no airtime to buy airtime? Dial *130*321# to recharge your or someone else's cellphone on the same network. You won t be charged a network service fee Q5: Can I register more than one cellphone on my account or more than one account? No. For your security you can only register one cellphone number to one of your FNB accounts - which is your primary account. Q6: What is a MOPIN?

2 A MOPIN is your 5-digit Cellphone Banking PIN, which you will be required to select at registration. Each time you use Cellphone Banking you will be asked to provide your MOPIN. This is a security precaution and will ensure that only you will be able to access your accounts. Please remember to keep your MOPIN a secret. Q7: What are the benefits of banking on my cellphone? It's as simple as sending an SMS to 31321, entering *120*321# or entering *120*321*362# on your cellphone and pressing the green/dial button. 24-hour banking convenience - you can bank wherever you are, whenever you want Any cellphone make or model can be used Customers who subscribe to any of the 4 networks can do Cellphone Banking (MTN, Vodacom, Cell C and Virgin Mobile) No special SIM card requirements No complicated downloads No changes to your cellphone settings*** Transactions occur real-time Registration is quick and free Zero subscription fees * Standard network rates will still apply (Contact your network provider for more info on these charges) *** This excludes WAP or fnb.mobi banking Q8: What can I do using Cellphone Banking from FNB? Buy prepaid cellphone airtime, Telkom (PrepaidFone or WorldCall), Globel International prepaid airtime or prepaid electricity for yourself or for someone else. Purchase SMS or Data bundles from Vodacom View a list of your most recent prepaid airtime, Telkom or electricity purchases Check balances on one or all of your accounts Get a mini statement Transfer money between your own FNB accounts Pay any account or anyone else Receive real-time confirmation of financial s (incontact) Maintain your Cellphone Banking details Additional functionality for FNB 2010 Ticket Promotion: View your participation status View your winner status Check your goal balances Opt in or out of the game Soccer 6 betting facility. The following features are available: Open Telebet account View fixtures Basic instructions on how to place a bet Play Soccer 6 View bets View Telebet account balance Transfer/Deposit money into TAB account Withdrawal of winnings from TAB account Play for fun (demo)

3 Q9: How secure is Cellphone Banking from FNB? Your security is our first priority. Cellphone Banking from FNB provides you with several security features, ensuring your peace of mind! Security features include: Automatic registration to incontact, FNB's free messaging service, which notifies you immediately of any activity on your FNB account A full money-back guarantee in the case of Cellphone Banking fraud, provided that the incontact service is active and that reasonable care has been taken to protect your access details Only the cellphone number registered for Cellphone Banking from FNB can access the Cellphone Banking service You can call the Cellphone Banking Helpline on to put a hold on your Cellphone Banking service if your cellphone is lost or stolen Q10: Can I use Cellphone Banking if I subscribe to any network? Yes, Cellphone Banking is available to MTN, Vodacom, Cell C and Virgin Mobile subscribers. Q11: Can I use Cellphone Banking if I port to a different network? Yes, you may continue to use the service without any problems. Q12: Which number must I use when I send an SMS? To send an SMS request always use Q13: Which number must I use to authenticate myself? For MOPIN authentication always dial *120*321*MOPIN#, where MOPIN will be your 5-digit Cellphone Banking PIN. Q14: Which number must I dial to use the menu-based Cellphone Banking option? Enter *120*321# on your cellphone and press the green/dial button. Thereafter, simply follow the prompts. Q15: What is fnb.mobi banking? This is a new method of banking on your cellphone. It has a lot more features than the other two Cellphone Banking methods, it is colourful and easy to use. However you do need to ensure the following: Your cellphone has to be data service (GPRS, 3G or Edge) enabled and Your cellphone has to be WAP 2.0 enabled and Any valid SIM card can be used. Q16: Where can I obtain a copy of the Cellphone Banking Terms and Conditions? You can obtain a copy of the terms and conditions from your nearest FNB branch, via the Call Centre or from the FNB website. Read the terms and conditions online at

4 Q17: How much prepaid airtime can I purchase? Customers are able to top-up their airtime for any amount, provided that the airtime top-up is within the minimum and maximum prepaid airtime values sold by each service provider and provided that you don t exceed your prepaid Cellphone Banking daily limit, MTN minimum R5 and maximum R1 000 Vodacom minimum R12 and maximum R1 000 Cell C minimum R10 and maximum R1 000 Virgin Mobile minimum R15 and maximum R500 Q18: Could I make use of the flexi option to purchase SMS or Data bundles on the WAP bearer? Unfortunately this functionality is not yet available so customers would need to select one of the predefined amounts. Q19: How much prepaid Telkom can I purchase? Customers are able to purchase prepaid Telkom for any amount, provided that the value of the purchase is within the minimum and maximum values sold by Telkom and provided that you don t exceed your prepaid Cellphone Banking daily limit, Telkom PrepaidFone minimum R40 and maximum R200 Telkom WorldCall minimum R50 and maximum R200 Q20: How much Globel International airtime can I purchase? Customers are able to purchase Globel international airtime for any amount, provided that the value of the purchase is within the minimum and maximum values sold by Globel and provided that you don t exceed your prepaid Cellphone Banking daily limit, Globel International Vouchers R30, R50, R100, R200, R500 Globel Flexi-recharge- minimum R10 and maximum R1000 Q20: When I called the Globel access number the voice prompts ask for my PIN number, what PIN number are they referring to? The PIN number that Globel is referring to is your 10- digit Globel Card number that would already contain the airtime denomination that you have recharged. This number is in your confirmation SMS. Q21: I have accidentally deleted my confirmation SMS, how do I get my Globel card number? Not to worry, when you re-enter FNB s Cellphone Banking and select Globel it will contain the last card numbers that were topped up. Q22: Where can I find more information about Globel International airtime? For more information on Globel you can visit Q23: Could I purchase Globel International airtime via WAP? Yes, Globel is now available via the WAP bearer of Cellphone Banking. Q24: How much prepaid electricity can I purchase? You are able to purchase prepaid electricity for any amount, provided that the value of the purchase is within the minimum and maximum values sold by Eskom and provided that you don t exceed your Cellphone Banking prepaid daily limit,

5 Prepaid electricity minimum R30 and maximum R500 Q25: What are the Cellphone Banking daily limits? R1 000 daily limit for prepaid airtime, Telkom and electricity purchases R daily limit for transfers between your own FNB accounts R daily limit for payments to anyone or any account Q26: How much does it cost* to use Cellphone Banking from FNB? FNB Cellphone Banking Registration, Subscription Fee and incontact Buying prepaid mobile airtime or Telkom PrepaidFone and WorldCall airtime, Globel PrePaid,Prepaid Electricity,Mxit,Vodacom Bundles and International Prepaid Paying a Traffic Fine Schedule a prepaid Top-up Soccer 6 Cell Pay Point View the history of all my prepaid purchases Check the account balance on a single account Check the balance on all of my accounts Get a mini statement Transfer money between my own FNB Accounts Make a payment to any account or anyone else View the history of all my payments on personal on personal on personal on personal on personal on personal on personal Fee charged using a credit card account: FNB Cellphone Banking Registration, Subscription Fee and incontact Buying prepaid mobile airtime or Telkom PrepaidFone and WorldCall airtime, Globel PrePaid, Prepaid Electricity, R1.50 per

6 Mxit,Vodacom Bundles and International Prepaid Paying a Traffic Fine Schedule a prepaid Top-up Soccer 6 Cell Pay Point View the history of all my prepaid purchases Check the account balance on a single account Check the balance on all of my accounts Get a mini statement Transfer money between my own FNB Accounts Make a payment to any account or anyone else View the history of all my payments R1.50 per R3.30 per *Please note: Standard network operator SMS, USSD and WAP rates apply (e.g. SMS, USSD and GPRS, 3G or Edge) Q27: What happens if I have made an incorrect purchase or payment? The terms and conditions for this service state that FNB is not liable for incorrect purchases made by you, the customer. FNB includes a confirmation screen on your cellphone prior to you accepting your. This confirmation is meant to ensure that you are happy with your. Unfortunately, we cannot reimburse you for the once you have confirmed it from the screen. Q28: Which accounts can I obtain balances on? A balance enquiry can be performed on any of your valid FNB accounts. That includes al accounts such as a Cheque Account and non-al accounts, for example, a Loan Account. Q29: Can I obtain a balance on only one account at a time? Yes, you can obtain balances on individual accounts or make use of our Cellphone Banking feature that allows you to see the balances on all of your accounts at once. Q30: Which accounts can I get mini statements on? Mini statements can be obtained for al accounts, for example, your Cheque or Savings Account, as well as for all prepaid s.

7 Q31: Which accounts can I transfer funds to and from? You are permitted to do fund transfers between any of your own valid FNB accounts. Q32: I am registered for Cellphone Banking and will be travelling overseas, will I be able to use Cellphone Banking while I am overseas? Depending on a number of issues, we cannot guarantee that you will be able to use the service. USSD (menu-based Cellphone Banking method of transacting) is the best option to try (by dialing *120*321# and following the menu prompts), but you must ensure that you apply for the international roaming facility from your relevant network operator before leaving SA. It is also recommended that you subscribe to Online Banking, as this facility can be used internationally.