Practical Solutions

What is the product and service fees of credit cards?

Our product and service fees are available here.

Is it legal for banks to charge annual card fees?

You can earn bonuses in 500,000 bonus partners with your campaign or non-campaign spending with our bonus cards.. In addition to physical purchases, you can shop safely at more than 10 thousand points online. You can benefit from free installment up to 12 months in all your purchases. When you need cash, you can withdraw cash advances from more than 4,700 ATMs.

Annual card fee is charged due to the existence of some operational costs, in addition to the compulsory costs incurred in the provision of these products and services and ensuring the quality of the service provided. When used regularly, bonus card earns far more than the annual card fee.

It has been stated that the annual card fee can be charged by the issuing institutions for card issuance by article 6 of the Regulation on Regulation on Procedures and Principles of Wages to be Obtained from Financial Consumers (Regulation) and Regulation Annex - 1. Credit cards that do not carry transactions until 180 days before the charge date will not be charged by law. Information is provided a month in advance via bank statements.

Is there a card without a fee?

Bonus Flexi card does not have an annual card fee. You can find details of Bonus Flexi card here.

Why is my credit card still not delivered?

We will send your card to your registered contact address within 10 days after being given to the courier. If there is a change in your contact address, you can update your address or give delivery request to your new address or to our branches from Garanti BBVA Internet > My Profile > My Address Information, Garanti BBVA Customer Communication Center with Garanti BBVA Customer Communication Center password and credit card PIN or our branches.

Why was my card delivered to someone else?

If you have a contract in the bank, we will deliver your card to you or to a relative in your address (mother, father, children over 18), unless a special requirement is specified by the bank. If the delivery address is a workplace, it may be delivered to the work secretary or to an authorized person.

Can I turn off the Trink feature of my credit card?

The Trink feature cannot be turned off.

Where can I get/change my credit card PIN?

You can get your PIN from Garanti BBVA Mobile > Account/Card > Cards > Card Selection > Card Settings > Card PIN Transactions, Garanti BBVA Internet > Card > Card PIN Transactions, Garanti BBVA Customer Communication Center or by typing SIFRE, the last 6 digits of the card, the first 2 letters of the mother’s maiden name, the first 2 digits of the security code on the back of your card with interspacing and sending it to 3340. To receive a password from Garanti BBVA Customer Communication Center, 7 days must be passed after your mobile phone number was registered to our bank.

You can change your PIN from Garanti BBVA Mobile > Account/Card > Cards > Card Selection > Card Settings > Card PIN Transactions, Garanti BBVA Internet > Card > Card PIN Transactions, Garanti BBVA Customer Communication Center or our branches.

My PIN is blocked, what should I do?

If you enter the wrong PIN 3 times in a row, it will be blocked. In this case, after getting a new PIN, you can open your card for provision by calling Garanti BBVA Customer Communication Center. If you were not the one who did the wrong entry, you can call Garanti BBVA Customer Communication Center to close and renew your card.

What should I do if my card’s chip is malfunctioning?

In some cases, there may be a problem with the POS device. In order to make sure of the malfunctioning, you may try to use your card with different POS devices. If that is the case, you can renew your card by calling Garanti BBVA Customer Communication Center.

Where can I display/increase my limit and find out the result of my limit increase request?

You can display your card’s limit from Garanti BBVA Internet, Garanti BBVA Mobile our ATM’s.
You can increase your limit from Garanti BBVA Mobile > Account/Card > Cards > Card Selection > Cash and Payment Solutions > Limit Increase, Garanti BBVA Internet > Card > Credit Card > Card Selection > Limit Increase or our ATM’s. The sum of the limits of all credit cards you have cannot exceed 2 times your monthly average net income, for the second and subsequent years it cannot exceed 4 times. Your limit may not increase if your limits are high in other banks. In this case, you can close your other bank credit cards or lower your limit. If you have any other income or changes in your current income, you can request a limit increase by documenting your additional income to our branches. (For example, land title, leasing, vehicle license, another bank account etc.)
You can find out your application result result from Garanti BBVA Mobile > Transactions > Applications > Application Tracking > Credit Card Limit Request, Garanti BBVA Internet > Application > Application Tracking > Credit Card Limit Request or Garanti BBVA Customer Communication Center with your Garanti BBVA Customer Communication Center password and credit card PIN.

What should I do if my card is stolen or lost?

For security purposes if your card is stolen or lost you can temporarily close your card to shopping and cash withdrawals for 24 hours or close it immediately from Garanti BBVA Mobile > Account/Card > Cards > Card Selection > Emergency > Report Lost / Stolen. You can immediately close and renew your card from Garanti BBVA Customer Communication Center Lost / Stolen step with your Garanti BBVA Customer Communication Center password and credit card PIN.

If you close your card temporarily, you can re-open your card by following the same steps within 24 hours. Your card will be automatically renewed and sent to your registered contact address if you do not re-open it or choose to close and renew immediately.

Since your card will be closed and renewed, the payment orders you give to other institutions on your bank’s behalf will be canceled. Your instructions in our bank will be updated automatically.

How can I issue an standing money transfer / automatic bill payment order / cancel my order?

You can issue an standing money transfer order from Garanti BBVA Mobile > Transactions > Money Transfers > Standing Money Transfers, Garanti BBVA Internet > Money Transfer > Other Money Transfers > Standing Payment Order, Garanti BBVA Customer Communication Center with Garanti BBVA Customer Communication Center password and credit card PIN, our branches or our ATM’s. You can issue an automatic bill payment order from Garanti BBVA Mobile > Transactions > Payments > Bill > Predefined Bill Transactions, Garanti BBVA Internet > Payment > Bill > Predefined Bill Transactions, Garanti BBVA Customer Communication Center with Garanti BBVA Customer Communication Center password and credit card PIN, our branches or our ATM’s. You can cancel them from Garanti BBVA Mobile, Garanti BBVA Internet or Garanti BBVA Customer Communication Center. Our product and service fees are available here.

Why was my bill not paid even though I had an automatic bill payment order?

Your card may be closed, blocked, closed for mail order, temporarily closed / closed for provision or your card limit is full. There may be technical problems in company’s system that you want to pay the bill.

Where can I close / open my card to mail order?

You can close or open your card to mail order from Garanti BBVA Mobile > Account/Card > Cards > Card Selection, Garanti BBVA Internet > Card > Credit Card > Card Selection > Card Information > Security Information or Garanti BBVA Customer Communication Center with your Garanti BBVA Customer Communication Center password and credit card PIN.

Where can I close / open my card to online shopping?

You can close or open your card to online shopping from Garanti BBVA Mobile > Account/Card > Cards > Card Selection, Garanti BBVA Internet > Card > Credit Card > Card Selection > Card Information > Security Information or Garanti BBVA Customer Communication Center with your Garanti BBVA Customer Communication Center password and credit card PIN.

Why the account cutoff date cannot be fixed to a specific day?

The account cutoff date cannot be fixed to a specific day, it is determined by your payment week.

Where can I change my payment week?

You can change your payment week from Garanti BBVA Mobile, Garanti BBVA Internet or our branches.

Why the payment week cannot be changed?

You can change your payment week once per month and up to 2 times per calendar year.

How can I object to an expense that does not belong to me? How many days do I have for the objection?

If you see a transaction that was not made by you, you can request for a chargeback by filling out our Dispute Form or through Garanti BBVA Internet. You will be notified by SMS, mail or email within 60-180 days. You can find details of chargeback process here.

Why does the same transaction appear in both in-period transactions and on provision?

In some cases, you can see your transaction both in on provision and in-period transactions because of the difference in information between the registration record sent by the company to our bank and the end of day record. In this case, the transaction waits on provision for up to 7 days for physical cards and up to 15 days for virtual cards. If you wish, you can call Garanti BBVA Customer Communication Center to get information about the transaction on provision.

Although I paid all my restructured debt why cannot I open my cards limit?

30 days after the last installment of the restructured debt is paid, your card application is automatically re-evaluated according to the bank’s credit policies and opened to use if appropriate.

Why did not I receive my bank statement?

If you did not receive your bank statement, you can check your contact information which is registered in our bank. (your physical address if you receive a printed statement, your e-mail address if you receive an e-statement)

If you want, you can set an e-mail statement and receive it by e-mail, so that you do not have to wait for the courier. You can set or cancel an e-mail statement from Garanti BBVA Mobile > Account/Card > Cards > Card selection > Card Settings > Instant Statement Preferences, Garanti BBVA Internet > Card > Credit Card > Card Selection > Card Information > E-statement Setting, Garanti BBVA Customer Communication Center with your Garanti BBVA Customer Communication Center password and credit card PIN or our branches.

How do I get my old credit card statements?

You can get your bank statements for the last year from Garanti BBVA Customer Communication Center with your Garanti BBVA Customer Communication Center password and credit card PIN. You can get your bank statements for the last 2 years from Garanti BBVA Mobile and request them to be sent to your registered e-mail address. You can contact our branches for your requests of 2 years or more.

What is an account operation fee? Is it legal for banks to take this fee?

Each current account has the cost of opening, closing, operating and archiving in our bank. In order to cover some of these costs, an account operating fee is charged twice a year in January and July. Account-based collection is made only from individual segmented private companies’ and SME segmented private companies’ demand accounts which are used for commercial purposes. For collection from the account, at least one commercial product (POS, commercial credit card, commercial credit) must be linked to the account. There is no collection from accounts used for individual purposes. You can find TL current account fees here and FX current account fees here.

How do I open an e-Savings account?

You can find details and interest rates of the e-Savings account here. You can open an e-Savings account from Garanti BBVA Internet > Account > Account Openings or Garanti BBVA Mobile > Transactions > Applications > e-Savings Account Opening.

How can I calculate the interest and return of my savings account?

You can calculate your return with the time deposit account calculator here.

When can I deposit money into / withdraw money from my savings account?

You can deposit money into your savings account at any time but then, your interest will be recalculated based on your capital and deposited amount. You can withdraw money from your savings account at any time. In this case, you cannot get the interest.

How can I issue automatic bill payment order?

You can issue automatic bill payment order from Garanti BBVA Internet > Payment > Bill > Predefined Bill Transactions or our branches.

How can I issue an standing money transfer?

You can issue standing money transfer order from Garanti BBVA Internet > Money Transfer > Other Money Transfers > Standing Payment Order or after fast transfer / EFT transactions

How can I display a receipt for my EFT, Transfer transactions and Invoice / Tax payments from my account?

You can display your receipt and send it to your e-mail from Garanti BBVA Internet > Account > Account > Account selection > Receipt > Transactions performed with card and cash transactions performed through the counter.

What are the money transfer fees?

You can find our product and service fees here.

What is the late EFT fee?

It is additional transaction fee for EFT transactions between 16:00 - 17.15.

How long do the money transfers take?

Transfers are immediately transferred to the account.

EFT transactions are transferred to the account within a maximum of 1 day (from 08:00 to 16:00). EFT instructions given on weekends after 16:00, on weekends or on public holidays, take place on the first working day following the transaction.

If you experience problems regarding EFT transactions, sending the reference number to the Bank will speed up the process.

If the Swift transaction is made before 17:00, it will be transferred to the counter bank account within two business days. If it is made after 17:00, it will be transferred within 3 business days.

Western Union transactions are transferred to the Western Union system immediately upon creation of the receipt.

What is CepBank?

With CepBank the person to whom you are sending money does not even have to have a Garanti BBVA account or credit card. When you send money to the counter party’s mobile phone, he/she can withdraw the money from our ATM’s. You can find all information about CepBank here. If the transaction is canceled, the amount will be returned to the sender’s account within 7 business days.

You can send money from Garanti BBVA Mobile > Transactions > Money Transfers > Transfer To Phone No (CepBank), Garanti BBVA Internet > Money Transfer > Transfer to Phone No (CepBank) or our ATM’s.

How can I track my SWIFT transaction?

You can track what phase your SWIFT transaction is in, which banks are handling the transaction, how long it has been traded in the bank and the fees that banks charge via Garanti BBVA Internet > Money Transfer > SWIFT > Transaction Tracking / Cancellation.

Which transactions can I do via Garanti BBVA Internet?

You can find all transactions that can be done via Garanti BBVA Internet here.

Which transactions can I do via Garanti BBVA Mobile?

You can find all transactions that can be done via Garanti BBVA Mobile here.

How can I get a Garanti BBVA Mobile/Internet password?

You can get your password from garantibbva.com.tr > Enroll with your card number and PIN, Garanti BBVA Customer Communication Center or our branches.

What should I do if I forget my password?

You can get your password from garantibbva.com.tr > Forgot Your Password? with your card number and PIN, Garanti BBVA Customer Communication Center or our branches.

How can I change my password?

You can change your password from Garanti BBVA Mobile > Login and Security Settings > Password Change or Garanti BBVA Internet > My Profile > My PIN/Password Operations > Password Change.

What should I do if my password is blocked?

If you enter more than one incorrect password, your password is blocked. In this case, you can get a new password by following the steps above.

Why do not I receive my password as a SMS?

If your mobile phone number or operator is not updated in our bank, you can update your current mobile phone number from our branches or our ATM’s. You can update your current operatör from Garanti BBVA Customer Communication Center, Garanti BBVA Internet or our branches.

Which transactions can I do via ATMs?

You can find all transactions that can be done via ATMs here.

What are the daily limits of transactions in ATMs?

You can find the daily limits here.

Where can I find ATMs that have currency options/are disabled friendly?

You can find all ATMs here by selecting ’Paramatik‘ and using the ’Show Detailed Criterion‘ filter.

Which taxes can I pay from ATMs?

You can only pay your Motor Vehicle Tax.

Why cannot I send / withdraw money via QR?

You can check whether Garanti BBVA Mobile is up-to-date and QR settings are turned on.

Can I update my information ATMs?

You can update your mobile phone number or your e-mail address or change your settings from All Transactions > Other.