What do I do to provide feedback to the bank?
Access the contact page or send us a secure mail message by to info@vistabankgroup.com

Where do I find my bank account number and BBAN number?
These numbers are located on the bottom of every cheque beside the account number.

Can I request a new cheque book online?
Yes or through any branch of the bank.

How can I access an overdraft? Is there a fee?
You can access an overdraft from any branch as long as your salary is regularly coming to the bank. Yes, there is a small fee on the overdrawn amount.

How do I stop a payment on a cheque?
You can stop a payment on a cheque by contacting any branch of the bank.

All you need to operate your account

You can operate your account via the following methods:

Internet Banking: 
You will need a user ID and password.

Internet Banking ID: 
The user ID printed on the first page of your cheque book is your Internet Banking User ID. If you have forgotten your ID, call our Customer Care or visit your nearest branch.

Internet Banking Password:
The Internet Banking Password is in the PIN mailer which is part of the Welcome Kit given to you after account opening. In case you have lost or forgotten your password, call our Customer Care or visit your nearest branch.

Debit Card: Your debit card is required not only for cashless shopping at merchant establishments and online portals but also for authentication while Internet or Phone Banking. Please note that the debit card linked to accounts can be used only at merchant establishments in Gambia and cannot be used on e-commerce portals.

If you have lost or misplaced your debit card, you can request a new debit card by calling Customer Care or selecting the service request: ‘Reissue of lost ATM/Debit Card’ under ‘Service Request’ in your Internet Banking account.

Email ID: 
It is important that you keep your email ID registered with us because we send important information to this address including:

E-statements of your accounts, changes in regulations pertaining to your account, status of your account and related information.

You can easily update your email ID in our system by calling our Customer Care or visiting your nearest branch.

Fixed deposit queries

What is the minimum and maximum tenor for which Retail Term Deposit can be kept with Vista Bank?
The minimum and maximum tenor for general account holder is 91 days and 364 days, respectively.

What is the minimum and maximum amount for which a Retail Term Deposit can be made with Vista Bank?
The minimum amount is D25,000 and the maximum amount under Retail Term Deposit is unlimited.

What is the frequency of compounding under the cumulative/reinvestment option in the Term Deposit of Vista Bank?
The interest is compounded on a quarterly rest under cumulative/reinvestment option

What is the interest rate applicable for Term Deposits?
The Interest Rates on term deposit of the bank is subject to change from time to time and the same is provided on the website of the Bank and also available at every branch.

What interest payment options are available under Term Deposit with Vista Bank?
Interest payment on Quarterly, By-Annually and Annual rest is available under Vista Bank Term Deposit.

Are the interest rates the same under all interest pay out or cumulative/reinvestment options?
The interest rate as indicated in the interest table is applicable for all options of interest payout.

Is the Term Deposit exempt from Tax or any tax rebate available under any Term Deposit Option?
Normal Term deposits are exempt from tax.

While opening Fixed Deposit account, which documents are required to be submitted?
For opening of a Term Deposit Account, the duly filled and signed Account Opening Form (AOF) with photograph/s of the applicants and the KYC documents are required to be submitted.  The AOF has to be submitted along with the requisite amount for which Term Deposit is proposed to be made.  The details of documents are available in the nearest branches.

If I have an existing Customer ID, do I need to go through the procedure and formalities of account opening again?  
No, you need not go through any formalities. You just have to provide the Customer ID, type of deposit and cheque/cash and we will take care of the rest. In case you want to have the deposit as an individual and the existing Customer ID is for a business or joint-account, then you need to go through the formalities mentioned in ‘Open your account’

Is there any Threshold limit for TDS on savings account?
No. There is no threshold limit applicable for TDS on savings Accounts, which means TDS will be applied on all interest payments including interest on savings bank deposits, right from very first application.

When does the Bank issue a TDS Certificate?
We issue a Fixed Deposit Certificate as soon as your deposit is placed with us.

Money transfer services

What is Money Transfer Service?
Money Transfer Service is a quick and easy way of making personal remittances from abroad to beneficiaries in Gambia. These have been approved by the Central Bank of The Gambia and are available only for inward remittances to Gambia.

(For the sender) How do I send money?
To remit money, you would need to visit your nearest Western Union / MoneyGram / Xpressmoney Send Agent. Please visit their respective websites for details. Once the transaction is processed by the sender agent, contact the beneficiary and provide them with the reference number.

(For the receiver) How do I receive money?
Visit your nearest Vista Bank branch with state recognised Photo ID, complete the Receive Form and collect the payment.

What documents are required when collecting money?
Any one of the below mentioned Photo IDs:

i) Passport
ii) Driving License
iii) National Identity Card
iv) Voters Card

What types of remittances are permitted under this service?
Only personal and business remittances and remittances favouring foreign tourists visiting Gambia are permitted under this scheme.

What is the maximum amount that can be remitted?
Remittance amounts vary depending on the platform you wish to use and the country you are sending money from. Also, the number of remittances to a single individual should not be more than 30 in a year.

What is the maximum amount that can be received in cash by the beneficiary?
The maximum amount that can be received in cash depends on how much the sender is allowed to send overseas.

ATM usage/queries

What is an ATM/Debit Card?
An ATM/Debit Card is a dalasi denominated pre-paid debit card, valid for a period of 2 years from the date of issue (marked on the face of the card).

Where can I use the ATM/Debit Card?
It can be used to make purchases at establishments in Gambia. It can also be used to withdraw cash from all Banks ATMs in the shared network across Gambia.  The card can be used to make repeated purchases/withdrawals until the specified maximum on the card has been spent.

What are the main benefits of this card to a Corporate?
– bHassle free alternative for reimbursements to employees
– Salary disbursements
– Incentive payments to employees

What is an Automated Teller Machine (ATM)?
An Automated Teller Machine is a computerised machine that allows banking customers to access and operate their accounts (including withdrawing cash and other financial transactions) without the need of actually visiting a bank branch.

What type of cards can be used at an ATM?
ATM cards/debit cards (that permit cash withdrawal) can be used at ATMs for various transactions.

What are the services/facilities available at ATMs?
In addition to cash dispensing, ATMs can facilitate many services including:
– Balance enquiries
– Mobile Recharge
– Mini Statements
– PIN changes
Services offered may vary from bank to bank, or may depend on the capacity of the machine to provide such services

How can one transact at an ATM?
For transacting at an ATM, the customer should insert their card in the ATM and enter their Personal Identification Number (PIN).

Can these cards be used at any bank ATM in the country?
Yes. The cards issued by banks in Gambia should be enabled for use at any bank ATM within Gambia.

What is a Personal Identification Number (PIN)?
A PIN is the numeric password for use at the ATM. The PIN is provided separately to the customer by the bank when issuing the card. This PIN then need to be reset with a new PIN by the customer at any Vista Bank ATM. Most banks require the customers to change their PIN on the first use.

The PIN number should not be written on the card, card cover/pouch etc. as in such cases the card can be misused if is lost/stolen.

What should one do if one forgets PIN or the card is captured by the ATM?
The customer should contact the card issuing bank branch and apply for issuance of a new card. This procedure is applicable even if the card is retained at another bank’s ATM.

What should be done if the card is lost/stolen?
The customer should contact the bank immediately on noticing the loss to enable the bank to block the card.

Is there any minimum/maximum cash withdrawal limit per day?
Yes. The bank’s limit for cash withdrawal is currently D10,000 per day. For cash withdrawals at other bank ATMs, each bank will decide its own limit per  transaction. This information is displayed at the ATM locations.

Do banks levy any service charge for use of other banks’ ATMs?
Balance enquiries, PIN changes, and a monthly mini statement are free.

For cash withdrawal, the charge is D15 per transaction.

What should be done if, during the cash withdrawal process, cash is not disbursed but the account still gets debited?
The customer should lodge a complaint with the card issuing bank where the account is maintained. This process is applicable even if the transaction was carried out at another bank’s ATM.

How many days maximum would the bank require for re-crediting the account after such incorrect debits?
As per the CBG guidelines, amounts wrongfully debited to the customer’s account following a failed ATM transactions are credited back within a maximum period of 7 working days from the date of receipt of the customer’s complaint.