Signature Service Guide - HSBC Sri Lanka

HSBC Visa Signature
Service Guide
Enjoy the privileges of HSBC Visa Signature,
because a class above, is where you belong.
www.hsbc.lk

HSBC Rewards 2 - 10
Flexibility with your HSBC Visa Signature Credit Card 12
Credit Card Balance Transfers 13
Cash Instalment Plans 14
0% Schemes 15 - 17
HSBC Flexi Plans 18
Table of Contents
Peace of mind 20
Credit Card Repayment Protector 21
Safe Card 22
Concierge Services 24 - 26
Payment Options 28 - 30
Common Questions 32 - 36

Our sincere compliments to you for choosing to be a part of an elite
few with HSBC Visa Signature.
Welcome
In addition to the range of services and offers across travel, dining,
lodging and shopping, this service guide will provide details on the
value added services and products we have to make your life
simpler.
Do enjoy the life of privileges with HSBC Visa Signature, your one
card for both home and away.
Please call us on 4 4722 75 at any time and we would be glad to be
of assistance.

HSBC
As an HSBC Credit Cardholder, you enjoy a life full of benefits and
advantages reserved for a privileged few. Constantly innovating
to serve you better, our Signature Rewards programme gives you
more redemption partners and more opportunities to redeem
your points. Tailored to enhance your lifestyle, Rewards brings
with it a world of privileges that let you indulge in the life you so
richly deserve.
2

Your
Once earned, your Rewards can be redeemed at a wide network of
over 400 partner outlets INSTANTLY, converted to Star Points or
even donated to charities.
As an HSBC Visa Signature Credit Cardholder we take pleasure in
waiving off the annual fee of Rs.1,000/- and offering you
PRIVILEGED Rewards at no extra cost. PRIVILEGED Rewards
allows you to convert your points earned into Air Miles or purchase
Catalogue Vouchers at special redemption rates.
3

How to earn
: For every purchase of Rs.100/- on your
HSBC Credit Card, you earn 1 Rewards point. This is irrespective if
you are registered for Mileage Rewards or not.
Earn
Your
validity: Rewards points earned in a particular
year will be valid for 3 years and will expire on the card anniversary
month (card anniversary month being the month on which the
annual fee is charged to the card). Please refer Rewards terms and
conditions for more details.
4

How to redeem
following redemption options:
: You can choose any one of the
Instant redemption at over 400 Rewards partner outlets across
the island.
You can redeem 3 Rewards points for Rs.1/- at any of our 400
Rewards partner outlets, subsequent to accumulating 1,000
Rewards points at any given time. All you have to do is simply
walk into any of the outlets mentioned (refer pages 8, 9 and 10)
and swipe your card.
Redeem
Convert to Star Points and redeem at over 1,000 Star Points
partner outlets island wide!
You can convert 3 Rewards points into 1 Star Point by simply calling us
on 011 4 4722 75, subsequent to accumulating 1,000 Rewards points
at any given time.
Make donations to any of our Rewards Charities by calling us on
011 4 4722 75.
You can redeem 3 Rewards points for a contribution of Rs 1/-,
subsequent to accumulating 1,000 Rewards points at any given
time. Just call us on 011 4 4722 75 to donate.
5

Privileged : Benefits including Mileage benefits and /
or Catalogue offers are exclusive to all HSBC Visa Signature Credit
Cardholders at no extra cost.
Privileged
MILEAGE BENEFITS: Convert to Air Miles and fly for free with
any of our partner Frequent Flyer programmes!
Simply register your Frequent Flyer membership number with us
and start enjoying free flights, upgrades and much more with your
selected airline. Once you accumulate 5,000 Rewards points, you
can choose to convert your Rewards points into Air Miles. Each
Rewards point gives you 1 Air Mile in the selected Frequent Flyer
programme.
6

CATALOGUE OFFERS: Browse through our online Rewards
Catalogue and enjoy complimentary offers when you purchase
vouchers from the Travel, Lodging and Dining categories!
Catalogue
All you have to do is visit www.hsbc.lk to browse the online
Rewards Catalogue offers. Once you decide what you want, you can
either call us on 011 4 4722 75 or login to Internet Banking and
request for the offer, subsequent to accumulating 5,000 points at
any given time.
7

Everyday Use: Partnering with some of the largest homemakers in the
country, HSBC gives you the best solutions for your home.
Instant Redemption Partners
Retail & Shopping: Walk into some of your favourite stores and walk
out with a smile on your face!
8

Wine & Dine: Treat your taste buds to a scrumptious range of cuisine
or give into the impulse with your favourite fast food option. You won’t
be stuck for choice with your HSBC Credit Card!
The London Grill | Tea Lounge | TAO
Coffee Stop | The Lagoon | Chutneys
Nuga Gama | Breeze Bar | Cheers Pub | Echo
Instant Redemption Partners
Travel & Leisure: From simple to luxurious, we give you an amazing
choice of leisure destinations.
Heritance Ahungalla | Heritance Kandalama
Heritance Tea Factory | Browns Beach Hotel
Ramada Resort | Bandarawela Hotel
Earl´s Regency | Hilltop Hotel
Charities:
Helpage CandleAid (AFLAC) Cancer Society St. Joseph’s Deaf School SOS Children’s Village
9

Mileage Partners:
Partner Airlines - Singapore Airlines I Air Canada I
Lufthansa I United Airlines I Air New Zealand, SAS I Virgin
Atlantic I All Nippon Airways I Mexicana I Lot Polish
Airways I Austrian Airlines I Thai Airways I Asiana Airlines
I British Midland Airlines I US Airways I Spanair I Tap Portugal
Partner Airlines - Cathay Pacific Airways I Aer
Lingus I Air China I Alaska Airlines I American
Airlines I British Airways I China Eastern Airlines
I Dragonair I Finnair I Gulf Air I Iberia I Japan
Airlines I Japan Asia Airways I JALways I Japan
Transocean Air I JAL Express I J-Air I LAN I Malev
Hungarian Airlines I Mexicana Airlines I Qantas
Airways I Royal Brunei Airlines I Royal Jordanian
Airlines I Vietnam Airlines
Privileged
Partners
Partner Airlines - Qatar Airways I All Nippon Airways I
Asiana Airlines I Middle East Airlines, Lufthansa I United
Airlines I Virgin Atlantic I US Airways I British Midland I
Kingfisher Airlines
Partner Airlines
Kingfisher Airlines
Partner Airlines
SriLankan Airlines
Catalogue Partners
Spices Restaurant
(Lunch / Dinner)
Bentota Beach Hotel
Cinnamon Lodge Habarana
Chaaya Village Habarana
Chaaya Citadel Kandy
Chaaya Blue Trincomalee
Yala Village (Jungle Chalet)
Amaya Lake
Amaya Hill
Royal Caribbean
Cruises
10

Flexibility with your
HSBC Visa Signature Credit Card
Be flexible with your HSBC Visa Signature Credit Card. Outside your
regular purchase transactions, use your credit card for a range of
card schemes which not only helps you to make the most of your
credit limit but also helps you consolidate your credit card spend.
12

The Balance Transfer option allows you to transfer outstanding
balances from your other bank credit cards to your HSBC Credit Card
to enjoy more savings. You could transfer up to a minimum of
Rs.25,000/- and a maximum upto 60% of your Credit Card limit
subject to the available limit.
You also have two options to settle the transfer balance. You can opt
for a 0% scheme for 3 months or 1% interest per month for 6
months with a handling fee of Rs.1,000/-.
Credit Card Balance Transfers
Example - For a Balance Transfer Programme of Rs.100,000/- for 3 and 6 months.
Tenure
Outstanding
amount
from other bank credit cards
Other bank
interest at
28% p.a for the
selected period
HSBC
Interest
One off
Handling fee
Saving
3 months
Rs.100,000/-
Rs.6,900/-
0%
Rs.1,000/-
Rs.6,900/-
6 months
Rs.100,000/-
Rs.13,800/-
1% - Rs.6,000/-
Rs.1,000/-
Rs.7,800/-
Note: Above is a tentative calculation and that can change based on payments/number of
days of calculation used by your other bank.
Please call our dedicated Customer Service hotline on 4 4722 75
for further information.
13

As your life unfolds your goals evolve, and achieving them is more
accessible with the right financial assistance. HSBC’s Cash
Instalment Plans ensure that you don’t have to compromise on your
goals or lifestyle needs.
With a Cash Instalment Plan on your HSBC Visa Signature Credit
Card, you can obtain a loan on your credit card at a very reasonable
fee, up to a maximum of 60% of your credit card limit. No other
account is required.
Cash Instalment Plans
Example
Loan Tenure (in months)
6 months
12 months 24 months
Set-up fee*
7% 10%
Rs.7,000/- Rs.10,000/-
Monthly Interest** Rs.0/- Rs.0/- Rs.0/-
*Rates are subject to change
**Applicable only when the monthly credit card statement balance is settled in full
Loan Amount
Rs100,000/-
17.5%
Rs.17,500/-
Monthly Capital
Instalment
Rs.16,667/- Rs.8,334/- Rs.4,167/-
Please call our dedicated Customer Service hotline on 4 4722 75
for further information.
14

How many times have you wanted to buy something, but couldn't
pay the money up-front?
Perhaps you considered a loan and changed your mind due to high
interest rates?
0% Instalment Schemes
Well, you can go right ahead and buy what you desire with your
HSBC Credit Card and pay for them in equal monthly instalments, at
0% interest at select merchant locations.
Please visit our website www.hsbc.lk for a list of participating
merchants.
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Hotels: Ceylon Continental Hotel | Galadari Hotel
Jewellery: Colombo Jewellery Stores | Muthukarupan Chettiyar Jewellers | Stone ‘N’ String | Swarnamahal | Unique Jewels (Pvt) Ltd | Vogue Jewellers
Electronics: Abans Ltd | A-Z Electronics | Brown & Company Ltd | Champar Stores - Kandy | Crown Investments | Dinapala (Pvt) Ltd
Dinapala Electronics (Pvt) Ltd | Dinapala Super Centre | K A Dinapala & Company | Exposure Studio & Colour Lab | GE Appliances - Castle Street
Global High Tech | Negombo Traders - Negombo | Uni Walkers Ltd - Panasonic Showroom | Photo Technica - Liberty Plaza | Seetha Traders - Kandy
Siedles (Pvt) Ltd | Singer (Sri Lanka) | Singer Mega | Singhagiri Ltd | Sisil | Wahab Sons - Matara | Siedles Trading | Abans - Elite | Abans Retail
Insurance: Asian Alliance Insurance Co. Ltd | Eagle Insurance | Sri Lanka Insurance - SLIC | Union Assurance Limited
Clothing: D Samson & Sons | Hameedia | Odel | Mondy | Fashion Bug | Thilakawardena Textiles
Drapers: The Drapers
Opticians: Eye Emporium (Pvt) Ltd
Tiles & Ceramics: Naveen Ceramics | Charter House International | Rajabdeen & Sons Ltd | The True Value Product
Service Stations: Auto Miraj Motor Company - Moratuwa, Attidiya | Auto Miraj Xclusive, Rajagiriya
Education: Imperial College of Business Studies | CIM (Chartered Institute of Management) - 6 months only | British College of Applied Studies
Musical Instruments: Yamaha
Cable TV: Dialog TV
Baby Care: Baby Mart
Watches: Colombo Jewellery Stores | Silvaroyal | Silvacos
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Sports Goods: Eser Marketing (Pvt) Ltd * | Quantum Tele Shopping | Teleseen Marketing | The Brands Boutique (Pvt) Ltd - Nike
Computer Accessories: Alpha Digital Computers | American Computer Auction House | Barclays Trading | Computers And Telecommunications
Systems (Pvt) Ltd | D M S Electronics | Debug Computer Peripherals | Digital Base (Pvt) Ltd | Digital House (Pvt) Ltd | Epsi Computers (Pvt) Ltd
Finco Technologies (Pvt) Ltd | Gestetner | Infinity Technologies (Pvt) Ltd | Japansoft (Pvt) Ltd | Lanka Computer Technologies | PC House | PC Partner
Sumathi Information Technologies (Pvt) Ltd | Metropolitan Computers (Pvt) Ltd
Phones: Abans Office Automation (Pvt) Ltd | Baasils Phone Company | Cellular Connection | Contact Mobile | Dialog GSM | Five Stars London (Pvt) Ltd
Global GSM (Pvt) Ltd | Global Phone Company (Pvt) Ltd | Lanka Bell | Metropolitan Communications Ltd | Metropolitan Telecom Services | Misfa Cellular
Mobitel | Softlogic Communication | Softlogic International | Steuartel Telezone | Softlogic Max | Softlogic Lifestyle Electronic Store | Tigo
Furniture: Arpico Furniture | Arpico Interiors (Pvt) Ltd | Craft Supplies | Dwellings | Damro | Furniture Plus (Pvt) Ltd | H Don Carolis & Sons Ltd
Mahogany Masterpieces | Masterpieces | Modern Homes | Royal Furnishers | S K Springs (Lionco) | Softlogic Furniture | T Suriyarchchi & Sons |
Thudawe Trading
Motor Spares, Bikes, Motorbikes, Tyres, Car Stereos & Rent A Car Services: Advance Electronics (Pvt) Ltd | Petco Lanka Car Audio (Pvt) Ltd
The Kandy Tyre House (Pvt) Ltd | The Tyre Team - Kohuwela | Wijayantunga Tyre Service - Galle
Perfumes & Cosmetics: Exclusive Lines
General Equipment: Hunters & Company | Odel (Selected Items Only) | Metropolitan Office (Pvt) Ltd | Delmege Interior Décor (Pvt) Ltd
Water Heaters: Alpha Thermal Systems | Wins Products Lanka (Pvt) Ltd
Others: City Gas Lanka - Gas Convertion | Laugfs Holdings
17

At HSBC we are constantly innovating new products and services
that will let you give into all your lifestyle desires, realise every
dream and seize each opportunity. Which is why with FlexiPlan, our
tailor-made repayment scheme, we offer you the chance to enjoy
happiness in full and the expenses in instalments.
HSBC FlexiPlans
Remember that much anticipated shopping spree overseas, the
MBA you were planning for or that unexpected medical expense?
Well, with HSBC’s FlexiPlan the wait is over! Simply spend and
settle the amount in equal monthly instalments for a nominal
handling fee.
Example
** Rates are subject to change
4%-Rs.1,000/-
5.5%-Rs.1,375/-
8.5%-Rs.2,125/-
Total
Monthly
Instalment
Rs.8,666/-
Rs.4,396/-
Rs.2,260/-
Please call our dedicated Customer Service hotline on 4 4722 75
for further information.
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Peace of mind
The HSBC Visa Signature Credit Card has created a benchmark for
security. Enabled with CHIP technology, cutting edge security
features, International Travel Insurance and Emergency Assistance
Services, the HSBC Visa Signature Credit Card offers you complete
peace of mind at all times.
20

Credit Card repayment
protector insurance
Protect your loved ones with a credit card Repayment Protection cover on
your limit. Enroll now and enjoy financial protection in the event you are
unable to make the payments yourself due to partial / permanent disability
or death.
Sum Assured Rs.400,000/- Monthly Premium Rs.299/-
Please call our Customer Service hotline on 4 4722 75 or visit
www.hsbc.lk for further information.
21

With Allianz Insurance Lanka Limited we are pleased to offer you,
free of charge, this special worldwide coverage against unauthorised
transactions carried out up to 48 hours prior to notification of the loss
to the Bank, owing to the theft of your HSBC Visa Signature Credit
Card.
Safe Card
This covers loss or theft of your credit card along with following:
Keys, ID papers, Passport, Driving Licence, cash through mugging,
SIM, receipts awaiting reimbursements and accident medical cover
for body injury during ATM hold-up robbery.
Cover Limit Rs.500,000/- Free for HSBC Visa Signature credit cardholders
22

Concierge Services
As an HSBC Credit Cardholder, we strive to offer you nothing less
than the highest standards of convenience and service through our
friendly and professional staff. Leave it to us to make arrangements
for you so that you can enjoy what's important in life.
24

Enjoy round-the-clock access to the International Visa Signature
Concierge Service. All it takes is a phone call or a click of a mouse,
anywhere in the world.
Visa Signature International
Concierge Service
Services available to compliment your lifestyle:
• Business service assistance
• Pre-trip assistance
• Travel assistance
• Car rental & limousine service
• Sports & entertainment assistance
• Flower bouquet & gift assistance
Call our International Visa Signature Concierge Service hotline on
+61 2 9947 1499 or visit www.visasignature-asia.com
for more details.
25

As an HSBC Visa Signature Credit Cardholder, you enjoy the luxury
and convenience of the HSBC Concierge Service tailor-made to
attend to your special needs.
Local Concierge Service
Simply call our dedicated Concierge hotline on 2 689 999 or refer
www.hsbc.lk
Standing instructions: We can save your valuable time by
undertaking to make your regular payments such as insurance
premiums, rentals, hire purchase payments or even payments to
family members. All you have to do is give us your instructions and
we will do the rest.
26

Payment Options
We have expanded our portfolio of distribution channels to 1,400
third party access points, with comprehensive services aimed at
making payments more convenient than ever before.
28

We have over 1,400 payment collection points to give you the
convenience of paying from any part of the country.
Where to pay
Payment Points:
Arpico showrooms, Cargills Food City outlets, Keells Super outlets,
Lanka Bell outlets, selected Post offices in Sri Lanka, Singer
showrooms including Singer Plus, Singer Mega, Modern Homes, Sisil
showrooms, Abans Elite showrooms, any Commercial Bank branch or
any National Savings Bank branch.
A nominal fee of Rs.26/- will be charged for every Rs.30,000/-
deposit at post offices and 0.75% of the transaction value at all
other payment points.
You can also use our Easy Pay machines at all HSBC branches, Day
and Night Banking centres or use facilities such as Personal Internet
Banking, Phone Banking, ATM transfers, transfer from an HSBC bank
account or cheque to make your card payment.
Please visit www.hsbc.lk for more details.
29

HSBC Visa Signature Customer Care hotline: 4 4722 75
Where we are
30

Common Questions
At times you need quick answers to what you are looking for.
This section of Question and Answers have been tailor-made to
cater to the most common queries we receive. We hope this will
help you understand your HSBC Visa Signature Credit Card better.
32

Q: What are the Annual and Joining fees for the credit card?
A:
Primary Supplementary
Annual Rs.7,000/- Rs.2,500/-
Joining Rs.3,500/- Rs.2,000/-
Q: What is my interest free credit period?
A: You will get up to 51 days interest free credit
Q: How much of interest / finance charges will I have to pay
on my credit card outstanding?
A: Finance Charges: All purchases and others: 2.33% per month
(28% per annum) Cash advance: 2.33% per month (28% per
annum). Interest will be charged if full payment is not received on
a due date or if part / minimum payment is made before, on or
after due date or if full payment is made after the due date.
Q: What would be my minimum payment amount?
A: 4% of the outstanding amount or Rs.500/-, whichever is greater.
For accounts that are over limit: The excess over the credit limit
plus 4% of the credit limit.
Q: What will be the charge if the payment is delayed?
A: Late payment charge of Rs.750/- will be applied.
Q: What will be the charge if I use my credit card over the given
credit limit?
A: An over limit charge of Rs.750/- will be applicable.
33

Q: What is the importance of paying on time?
A: We will review your credit limit periodically and enhance your
limit if required. Frequent usage and timely repayments will make
you eligible for these automatic enhancements. Infrequent or low
usage of available credit limit and late payments may result in
automatic reduction in your credit limit. These are notified via
special messages on your statement.
Please also note that your account will be categorised as
‘Delinquent’ in the event the minimum amount is not paid by the
due date. Late payments or usage of your account over the set
credit limit can result in your transactions being declined. This
may also have an adverse effect on your credit rating and may
result in subsequent requests for limit enhancements being
declined. Your credit card information is also reported to CRIB on
a regular basis as per regulations.
Q: What are the important steps I should follow as soon
as I receive the credit card?
A: Please place your signature on the strip provided on the back of
your credit card as soon as you receive it. Please remember to
activate your card before use. If your card is replaced or renewed,
please dispose of your old card by cutting it into four. Never
permit any other person to use your credit card.
Q: How important is it for me to not share my credit card details with
third parties?
A: Transactions could be charged to your credit card account with the
use of your card details (physical card or a signature is not needed).
Therefore, please ensure your credit card details are not shared with
any other person.
34

Q: What should I keep in mind when using my Personal
Identification Number (PIN)?
A: Never keep your credit card and PIN together (Memorise your PIN and
destroy the PIN advice). If you change your PIN, do not use obvious
numbers such as telephone numbers, ID card or date of birth.
Q: How can I secure my online banking?
A: There are many steps you can take to safeguard yourself when using
the internet. Visit www.hsbc.lk for tips on safe internet use.
Q: What do I need to do if my credit card is lost or stolen?
A: Report the loss of your credit card immediately to the Bank.
To report a lost or stolen card:
• Dial our Customer Service hotline 11 4 4722 75
• Press 1 for Automated Telephone Banking Service
• Press 1 for English
• Press 1 to report a lost or stolen card
Q: Any tips on Dispute Resolution?
A: Check your statement for irregular entries. Please ensure you check
your credit card transactions in the statement and inform the Bank
of any unusual transaction within 20 days of receiving your
statement.
Q: What should be done if there are irregular entries ?
A: You can call us immediately on 4 4722 75 or email us on
creditcards@hsbc.com.lk or write to us at P. O. Box 73, Colombo
Q: Once the dispute is received from the customer, what would the
Bank do?
A: Based on the nature of the dispute and Visa regulations, the Bank
would make every effort to resolve the dispute within the stipulated
time limit.
35

Q: How long will the Bank take to update me on the
progress of the investigation and can I use my credit
card during that period?
A: The Bank will update you of the status of your dispute within 2
working days of receiving same. Any further updates would be
done as and when appropriate. You will be able to use the credit
card during the dispute resolution process unless otherwise
specified by the Bank.
If the dispute is resolved in your favour, the Bank will refund the
transaction amount and the interest component pertaining to this
transaction.
Q: What is your Service Level Commitment?
A: If we are unable to resolve the matter immediately, we will provide
you with a solution within three working days of receiving your
feedback. However, some issues may be more complex and could
take a little longer to resolve. In this case, we will provide you with
an estimated response time.
Q: If I am not satisfied with your customer service, how can
I raise my concerns?
A: Our friendly and professional Customer Service staff (in our
branches and call centre) are all geared to deal with your
concerns. They will make every effort to resolve issues quickly
and efficiently.
In the event you are not entirely satisfied with the manner in which
you have been served, or if our products do not meet your
expectations, please mail your concerns to:
The Manger, Customer Service
Retail Banking and Wealth Management
HSBC Centre
525, Union Place, Colombo 2
Or e-mail: customersolutions@hsbc.com.lk
Or call the Customer Solution hotline on: +94 11 4 511 566
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