A: All cards retained at our ATMs are removed and securely destroyed. Unfortunately, Raphaels Bank is unable to return a retained card. Please contact your card issuer to request a new card. We always recommend that you contact your card issuer immediately when your card is retained. For out of hours help, please call 0800 561 0058.
A: Raphaels Bank offers a service known as Dynamic Currency Conversion (DCC). This means that when an eligible card is identified as coming from outside the UK, we will offer to carry out conversion of the transaction value into the currency associated with the card. You will be presented with the applicable exchange rate and the total amount to be debited from your account. If you choose not to allow Raphaels Bank to carry out the conversion, the transaction will proceed in sterling and the conversion will be carried out by your card issuer.
A: Raphaels Bank will not charge a fee for your transaction but your card issuer may. Where possible, the exchange rate and total billing amount will be clearly displayed on screen during the transaction and you will be able to cancel the transaction at this point.
A: Where possible, the exchange rate and total billing amount will be displayed on screen at the time of the transaction when you have selected the amount you wish to withdraw. You will be offered the option to proceed with or to cancel the transaction at this point.
A: Please contact your own card issuer. They will be able to confirm whether your account has been debited and can raise a claim on your behalf with Raphaels Bank for any funds owing. Your card issuer will be able to keep you informed through to resolution.