Full terms and conditions
Online banking is brought to you by FirstRand Bank Limited ("us", "we", "the Bank"), an authorised Financial Services Provider.
These terms and conditions ("the Terms") govern our respective rights and obligations when you use Online Banking and come into effect when you register for Online banking or once you access Online Banking, whichever occurs first.
By making use of Internet banking, you admit that you have read, understood and agreed to these terms and conditions, and that you have consented to us sharing certain of your personal information within the Bank in the ordinary course of our business of providing the Services to you.
All products and services provided by the Bank are subject to their own terms and conditions ("product agreements") such as your ATM card, credit and debit card terms and conditions ("bank card terms") as well as account or facility terms and conditions ("other terms").
Where bank card terms or other terms require amendments or additions to be made to such agreements to be reduced to writing and/or signed, your acceptance of this agreement will be deemed to satisfy such requirements.
These Terms (governing the use of Online banking) must be read together with and form part of each product agreement.
We may amend these Terms from time to time without prior notification to you. If you use Online banking after we have posted an amended version of these Terms on the Online banking website ("the website"), we will be entitled to assume that you have agreed to be bound to the amended version of the Agreement.
For convenience only, the date on which these Terms were last amended is shown below the main heading of these Terms.
For security, identification and verification purposes, when using FNB Online Banking, you will make use of a variety of access codes for different purposes, such as your access number, One Time Pin ("OTP"), Personal Identification Number ("PIN"), card number, account number, User Identification ("User ID") and Password. These are all called your "access codes".
You must take care to keep your access codes secret. Only you may use them. Do not disclose your access codes to any other person and do not keep together with other Online banking documents.
If you call the FNB Online Banking helpline, we may ask you for certain information such as your account or card number. However, there will never be a reason for anybody, including our staff, to know your Password, User ID or PIN. You must keep any reference number they give you as proof of the fact that you have notified us of your security risk.
If you believe your access codes have been compromised, you must immediately contact the FNB Online Banking helpline on +267 395 9881 and request that they deactivate your access codes or you can reset your access codes on the website with your User ID and OTP.
Until you notify us to deactivate your access codes we will not be responsible for any transactions that are performed without your knowledge or consent or any loss you suffer as a result.
Where you have been a victim of Online Banking fraud, you must inform us immediately as soon as you become aware that a suspicious transaction has occurred on your accounts and open a case at your nearest police office. You will also be required to co-operate with us and the police in any investigation conducted into losses you suffer. We will investigate all reported cases of Online Banking frauds and provided that you have complied with the safety measures described in the Security Centre, we will reimburse you after the investigation for any losses suffered due to fraud committed via this website.
Before you can use FNB Online Banking, you must first have a bank card and PIN. Once you have these and your bank card has been activated, visit the homepage of the website, click on the "Register" button and proceed to register for FNB Online Banking. You will not be able to transact until such time your details have been validated by the Bank. For more information visit our website or call the FNB Online Banking helpline on +267 395 9881.
The use of Online banking is free. You just pay normal banking transaction fees based on the type of transactions you perform.
Because we communicate through the Internet, you agree that we are entitled to assume that you have authorised all transactions once your access codes have been entered. This will not apply if you have notified us to disable access to your accounts because your access codes have been misplaced, lost or stolen and you have a reference number to prove that. Our records of your transactions will be proof of any instruction you have given us, unless you can prove to the contrary.
You are responsible for giving correct information and instructions when registering for Online banking and when conducting transactions via the website.
We will try to assist if you make a mistake when giving us an instruction, but we will not be responsible for any loss or damage caused by your error. We will also not be liable for payments made by you to unintended recipients due to the input of incorrect information, nor are we responsible for the verification of the identity of recipients. We cannot reverse duplicate or erroneous payments you make to other accounts without the specific consent of the accountholder. Our role is simply to pass your instructions on to where the account is held and we will not be liable for any act or omission on the part of such institution.
Certain transactions may not be terminated, such as the purchase of pre-paid products made available via Online banking.
Unless otherwise stated in a product agreement, all transactions will be subject to the same turnaround times that apply to the same transactions, accounts and customer profile, if done at an FNB branch.
An instruction will only be deemed to have been received by us once we have confirmed receipt. If you are unsure as to whether a transaction has been processed you should contact us before you re-submit the instruction. This is because re-submitting an instruction may cause us to process the same transaction twice, for which we will not be liable.
You must log off the website once you have finished using Online banking. If you do not do this, unauthorised transactions may result, for which we will not be liable.
We may end your use of Online banking at any time, for any reason whatsoever, on reasonable notice to you. Such termination will not affect instructions given to us and not yet carried out.
We will however, terminate your use of Online banking immediately, and without any notice to you if:
In the event of us terminating your access to Online banking, we will not be liable for any damages, of any nature, suffered by you or a third party.
You may however, terminate your use of Online Banking by contacting the Online Banking helpline on +267 395 9881.
If you call our helpline you permit us to record your calls for security reasons, customer care and to comply with various laws.
Information that is transmitted over the Internet or via other networks (wireless or otherwise) may be subject to interception. While we will take all reasonable precautions to ensure that Internet banking is secure, we cannot be liable for any loss or damage you suffer as a result of your negligence.
You should regularly read the security tips which we publish on the website and take the precautions mentioned therein. If you want to prevent others from reading email we send you, you must set up your own password protection on your system at home or work. Please read the information in our Security Centre.
No warranties, whether express or implied, are made of any kind in respect of Online banking including in respect of the performance, quality, security, content, information, availability, accuracy, safety or reliability of Online banking.
Although we have taken reasonable care to prevent harm or loss to you, we are not liable for any harm or loss whatsoever arising as a result of your use of Online banking unless such loss or damage arises from our gross negligence or intentional misconduct. This includes your inability to use Internet banking including, without limitation, any direct, indirect, special, incidental or consequential damages, whether arising out of contract, statute, delict.
Without derogating from the generality of the foregoing, we are not liable for:
You furthermore indemnify us against any claims by third parties or loss suffered by us arising from your use of Online banking.
For your convenience, this website may contain links to the websites of other parties ("third party websites"). By making the hyperlinks available we are not endorsing third party websites, their content, products or services they offer or the owners of these third party websites. It is your responsibility to ensure that you obtain all information relevant to making a decision and that you read the privacy and security policy on such third party websites. We will not be liable for any loss or damage you suffer, whether directly or indirectly, as a result of your use of third party websites.
The content on Online banking, including all registered and unregistered trade marks, constitutes our intellectual property rights. You may not establish a hyperlink, frame, meta tag or similar reference, whether electronically or otherwise ("linking") to this website or any other subsidiary pages without our prior written consent, which consent is at our sole discretion.
You agree that publishing a notice on our website or sending you a notice once you log into Online banking, email, SMS or post will constitute sufficient notice to you.
Should you fail to raise an objection with us within 5 (five) hours after we sent you a notice (including by SMS) confirming a transaction or the changing of any setting on your accounts, you will be deemed to have accepted the transactions or new setting as being valid and binding in all respects.
Online banking may be unavailable from time to time due to routine maintenance or emergency repairs or because of the unavailability of any electricity, telecommunication system or networks. For the duration of such unavailability you must use our other available banking channels.
We may discontinue providing Online Banking or any of the products or services offered via the website at any time at our sole discretion. We will however, notify you of this within a reasonable time of these changes being made.
If you wish to lodge a complaint, please notify us in writing, addressed to our head office.
We will provide you with a reference number as soon as possible after we receive your communication.
We will respond to your complaint as soon as possible. If you do not hear from us within 5 (five) working days from sending your complaint we request that you contact us at +267 395 9881 to check whether your complaint has been received. Please quote your reference number when you contact us directly.
If we cannot resolve your complaint within a reasonable time you are free to lodge a formal complaint at the office of the Banking Ombudsman, provided that your complaint falls within the jurisdiction of the Banking Ombudsman.
All legal notices relating to products must be delivered as provided for in the product agreements. Where such address is not specified, such notices must be sent to our Registered Address (see Contact FNB). We may send you legal notices to any of the addresses you have specified on any of your application/registration forms with us or at the address you actually work or live.
We both agree that these Terms shall be governed by and construed and interpreted in accordance with the laws of Botswana notwithstanding the fact that an instruction may have emanated from outside Botswana. Accessing FNB Online Banking from another country may be an offence in that country. You agree that use of FNB Online Banking outside Botswana will be at your own risk.