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Frequently asked questions

Q: Will I automatically qualify for the new Rewards and Benefits?
No, you will need to meet certain requirements in order to qualify to earn eBucks, get discounts and have access to the benefits


Q: How do I qualify if I have a personal individual or joint account?

There are 5 reward levels

To qualify for Reward Level 1 you need to:

1. Have an active RMB Private Bank Cheque or Single Facility account and:

  • ensure it has a sufficient deposit of at least R33 000 per month; or
  • ensure it has a sufficient deposit of at least R100 000 over the previous 3 months; or
  • maintain a minimum balance in the account of at least R100 000 throughout the month

2. Ensure all your accounts are in good standing.


Or you need to:

1. Have an active RMB Private Bank Credit Card account with at least R10 000 spend each month or R30 000 average spend over the last 3 months.

2. Ensure all your accounts are in good standing


To qualify for reward Levels 2, 3, 4 or 5 you need to:

1. Have an active RMB Private Bank Cheque or Single Facility account and:

  • ensure it has a sufficient deposit of at least R33 000 per month; or
  • ensure it has a sufficient deposit of at least R100 000 over the previous 3 months; or
  • maintain a minimum balance in the account of at least R100 000 throughout the month

2. Have an active RMB Private Bank Credit Card account

3. Ensure all your accounts are in good standing

Q: How do I qualify if I have a business or juristic account?

To qualify for Reward Levels 2, 3, 4 or 5 you need to:

1. Have an active RMB Private Bank Cheque or Single Facility account and:

  • ensure it has a sufficient deposit of at least R33 000 per month; or
  • ensure it has a sufficient deposit of at least R100 000 over the previous 3 months; or
  • maintain a minimum balance in the account of at least R100 000 throughout the month

2. Ensure all your accounts are in good standing.

Q: Do joint accounts qualify for eBucks?
Yes. eBucks earned on a joint account will be allocated as follows; the qualifying spend on the joint account will be split equally between the number of individuals who have authority to transact on the account. eBucks will then be allocated to each individual who has authority to transact on the account and an eBucks account according to their respective reward level.

Note: Individuals who have authority to transact on a joint account must have an eBucks account in order to earn eBucks (if they do not, they will not earn eBucks).

Q: Will I earn eBucks if I don't have an eBucks account?
No, you must be registered members of the eBucks Rewards Programme in order to earn rewards on your smart device, fuel, airtime, electricity or shopping purchases.

Q: What does "good standing" mean?
Good standing means that none of your RMB Private Bank and FirstRand Bank accounts and credit agreements should be overdrawn, or be in arrears, or be in default, nor should the account holder be undergoing sequestration, or be subject to any legal process with RMB Private Bank or FirstRand Bank as defined in our terms and conditions.

Q: What do I have to do once I have qualified?
Once you have qualified, your reward level is determined by the number points you collect in a calendar month (except if you are on reward level 1 where you can't get points). Your reward level will give you an a reward rate which will determine the amount of eBucks you will earn. Your reward level will also determine which discounts and benefits you can enjoy.

Q: How do I move up a reward level?
There are many easy ways to collect points. You do not need to fulfil all the criteria - but you will collect more points the more you do. Please refer to the "How do I collect points" section to see how you can collect points each month.

Note: Reward level points are calculated at the end of each calendar monthly.

Q: When are the new rules effective?
The new rules are effective from 1 July 2014. Remember, rewards are allocated around the 8th day of each month, based on your banking behaviour in the previous calendar month. The first eBucks allocation based on the new rules will be made around the 8 August 2014.

Q: Will I have access to the SLOW and Bidvest Lounges at the airport?
As an RMB Private Bank Cheque or Credit cardholder you automatically get access to the SLOW and Bidvest Lounges. Your reward level will determine whether you get charged or not.
If you are on reward level 1 you will qualify for 8 free visits (including the cardholder, guests and children under 18) on an account level.
If you are on reward level 2, 3, 4 or 5 you will qualify for unlimited free visits for the cardholder, one guest and children under 18.

Q: Where can I see information on my rewards levels, points, discounts, etc?
You can login to your personal Online Banking profile from 8 August 2014. Remember, rewards are allocated around the 8th day of each month, based on your banking behaviour in the previous calendar month.
You will also receive a monthly reward statement detailing what rewards and beneifts you have received in a month.

Q: At which fuel retailers will I earn eBucks?
You will earn eBucks when you purchase fuel at any fuel service station using your RMB Private Bank Cheque Card and Credit Card. RMB Private Bank cannot be held responsible should a fuel retailer refuse to accept an RMB Private Bank Cheque and Credit Card for payment.

If, for whatever reason, the fuel service station does not accept the cards mentioned above, you will not earn Rewards on that transaction. If a fuel retailer does not process a transaction correctly as a fuel transaction, you will not earn a fuel reward on this transaction. This is because RMB Private Bank cannot identify a qualifying transaction, at the time the transaction is processed by the fuel service station. (This means RMB Private Bank cannot identify the transaction as a fuel transaction and we therefore cannot redeem any Rewards for this transaction, irrespective of whether the RMB Private Bank client can establish after the fact that it was indeed a fuel transaction.)

Q: I'm not getting rewarded for my fuel purchases?

There are two reasons that you may not have been paid eBucks for your fuel purchases you have made:

1. The fuel purchase was made using an RMB Private Bank Debit or Petrol Card linked to your Cheque or Single Facility Account.
Please note that RMB Private Bank does not do any manual rewards allocations and review claims for purchases made using a Debit (not personalized, or embossed) or Petrol Card linked to an RMB Private Bank Cheque or Single Facility Account, as these cards do not qualify to earn Rewards.
With the introduction of Chip and Pin Cheque Cards on RMB Private Bank Cheque or Single Facility Accounts, RMB Private Bank is in the process of phasing out the Debit Cards and Petrol Cards linked to your Cheque or Single Facility Account. The Chip and Pin Cheque Cards have enhanced functionality (clients can make online purchases), enhanced security (lost card protection), and are also personalized.

2. The fuel purchase was made using an RMB Private Bank Cheque or Credit Card, but was processed incorrectly by the fuel service station.
Fuel purchases made using your RMB Private Bank Cheque or Credit Card qualify to earn eBucks on your fuel purchases. When you purchase fuel at a service station the transaction can be processed in one of two ways:

  • As a fuel transaction, with a specific fuel code (identifying the transaction as a fuel transaction), or
  • The transaction can be processed as a convenience store purchase

Q: What to do if you are not getting rewarded for your fuel purchases
Please send us an email with the below documents and information so that we can ensure that you get your eBucks Rewards on your fuel purchases. If the fuel merchant has not correctly processed the transaction, we will approach the merchant on your behalf and ask them to rectify their process. Should you continue to experience the same problem at the same merchant, please try an alternative fuel merchant.
Please email the following to servicesuite@rmbprivatebank.com

  • A copy of your RMB Private Bank Cheque or Credit Card fuel transaction slip;
  • Your RMB Private Bank account number

Q: At which grocery retailer will I earn Grocery Rewards?
You will earn eBucks when you purchase groceries at any grocery retailer (except Checkers & Shoprite) using your RMB Private Bank Cheque Card or Credit Card and the purchase can be identified by the internationally recognised Merchant Category Code (MCC) 5411. RMB Private Bank cannot be held responsible should a grocery retailer refuse to accept an RMB Private Bank Cheque, Credit Card for payment.

If, for whatever reason, the grocery retailer does not accept the cards mentioned above, you will not earn eBucks on that transaction. If a grocery retailer does not process a transaction correctly as a grocery transaction, you will not earn eBucks on this transaction. This is because RMB Private Bank cannot identify a qualifying transaction, at the time the transaction is processed by the grocery retailer. (This means RMB Private Bank cannot identify the transaction as a grocery transaction and we therefore cannot redeem any eBucks for this transaction, irrespective of whether the RMB Private Bank client can establish after the fact that it was indeed a grocery transaction.)

Q: I'm not getting rewarded for my grocery purchases?

There are two reasons that you may not have been paid eBucks for your grocery purchases you have made:

1. The grocery purchase was made using an RMB Private Bank Debit to your Cheque or Single Facility Account.

Please note that RMB Private Bank does not do any manual Rewards allocations and review claims for purchases made using a Debit (not personalized, or embossed) linked to an RMB Private Bank Cheque or Single Facility Account, as these cards do not qualify to earn Rewards.
With the introduction of Chip and Pin Cheque Cards on RMB Private Bank Cheque or Single Facility Accounts, RMB Private Bank is in the process of phasing out the Debit Cards linked to your Cheque or Single Facility Account. The Chip and Pin Cheque Cards have enhanced functionality (clients can make online purchases), enhanced security (lost card protection), and are also personalized.

2. The grocery purchase was made using an RMB Private Bank Cheque or Credit Card, but was not processed as a grocery transaction by the grocery retailer.

Grocery purchases made using your RMB Private Bank Cheque or Credit Card qualify to earn eBucks. When you purchase groceries at a grocery retailer the transaction can be processed in one of two ways:

  • As a grocery transaction, with a specific grocery code (identifying the transaction as a grocery transaction), or
  • The transaction can be processed as purchase transaction but not specifically a grocery transaction (for whatever reason).

Q: Through which banking channels can I purchase airtime and electricity that will earn rewards?
You can purchase airtime through any RMB Private Bank electronic channels, such as an FNB ATM, Cellphone Banking, Online Banking, or through the RMB Private Bank Banking App. Prepaid Airtime and Electricity purchased through these channels may earn eBucks.

Q: Will my airtime purchased at other vendors besides RMB Private Bank qualify to earn eBucks ?
No, only airtime purchased through your account at RMB Private Bank's electronic channels qualifies to earn eBucks.

Q: Do the required total monthly deposit amounts need to be deposited at once, or can the deposits come in throughout the month?
The credits to your account can be deposited throughout the calendar month.

Q: What are the limits/ spend rules for earning eBucks on shopping purchases?

  • If you are on reward level 1, your reward rate is 0.6 % on the first R30 000 of qualifying shopping purchases (maximum eB1 800) and 0.6% on credit card shopping purchases after R30 000.
  • If you are on reward level 2, your reward rate is 0.9% on the first R30 000 of qualifying shopping purchases (maximum eB2 700) and 0.9% on credit card shopping purchases after R30 000.
  • If you are on reward level 3, your reward rate is 1.2% on the first R30 000 of qualifying shopping purchases (maximum eB3 600) and 1% on credit card shopping purchases after R30 000.
  • If you are on reward level 4, your reward rate is 1.5% on the first R30 000 of qualifying shopping purchases (maximum eB4 500) and 1% on credit card shopping purchases after R30 000.
  • If you are on reward level 5, your reward rate is 3% on the first R30 000 of qualifying shopping purchases (maximum eB9 000) and 1% on credit card shopping purchases after R30 000.
  • Note: The reward rate on qualifying cheque card shopping purchases will be half of the above rates and cheque card shopping purchases do not earn eBucks on purchases above R30 000 (excluding RMB Private Bank Business Cheque card).

Q: What are the limits/ spend rules for earning eBucks on Checkers & Shoprite?

  • If you are on reward level 1 your eBucks earn on qualifying Checkers & Shoprite purchases is 1%.
  • If you are on reward level 2, your eBucks earn is 2.5% on the first R15 000 of qualifying Checkers & Shoprite purchases (i.e. a maximum payout of eB3 750 or 20% of total monthly Cheque or Credit Card purchases whichever is the lesser) and 1% thereafter.
  • If you are on reward level 3, your eBucks earn is 5% on the first R15 000 of qualifying Checkers & Shoprite purchases (i.e. a maximum payout of eB7 500 or 20% of total monthly Cheque or Credit Card purchases whichever is the lesser) and 1% thereafter.
  • If you are on reward level 4, your eBucks earn is 7.5% on the first R15 000 of qualifying shopping purchases (i.e. a maximum payout of eB11 250 or 20% of total monthly Cheque or Credit Card purchases whichever is the lesser) and 1% thereafter.
  • If you are on reward level 5, your eBucks earn is 15% on the first R15 000 of qualifying shopping purchases (i.e. a maximum payout of eB 22 500 or 20% of total monthly Cheque or Credit Card purchases whichever is the lesser) and 1% thereafter.
  • If you are not on a reward level you will earn at 0.5% back of Shoprite Checkers Card spend (a swim lane of 30% and a max pay out of eB 10 000 applies). Note: If you don't have an eBucks account you won't earn any eBucks back of Shoprite Checkers purchases.

Note: If you don't have an eBucks account you won't earn any eBucks back of Shoprite Checkers purchases.

Q: What are the limits/ spend rules for earning eBucks on grocery purchases

  • Rewards on grocery purchases are capped at 20% of your total monthly RMB Private Bank Cheque or Credit Card purchases (excluding cash transactions).
  • If you are on reward level 1, your reward rate is 0.6 % on the first R15 000 of qualifying grocery purchases (maximum eB900) and 0.6% on credit card grocery purchases after R15 000.
  • If you are on reward level 2, your reward rate is 0.9% on the first R15 000 of qualifying grocery purchases (maximum eB1 350) and 0.9% on credit card grocery purchases after R15 000.
  • If you are on reward level 3, your reward rate is 1.6% on the first R15 000 of qualifying grocery purchases (maximum eB2 400) and 1% on credit card grocery purchases after R15 000.
  • If you are on reward level 4, your reward rate is 2.5% on the first R15 000 of qualifying grocery purchases (maximum eB3 750) and 1% on credit card grocery purchases after R15 000.
  • If you are on reward level 5, your reward rate is 5% on the first R15 000 of qualifying grocery purchases (maximum eB7 500) and 1% on credit card grocery purchases after R15 000.
  • Note: The reward rate on qualifying cheque card grocery purchases will be half of the above rates and cheque card grocery purchases do not earn eBucks on purchases above R15 000 (excluding RMB Private Bank Business Cheque card).

Q: What are the limits/ spend rules for earning eBucks on fuel including Gautrain?
Your maximum qualifying fuel and Gautrain ticket spend is capped at 20% of your total Cheque and Credit Card purchases for the month, with the maximum amount you can earn on fuel capped at eB7 500 per month.

Q: What are the limits/ spend rules for earning eBucks on airtime?
Your maximum earn on prepaid airtime is capped at eB1 500 per month.

Q: What are the limits/ spend rules for earning eBucks on electricity?
Your maximum earn on prepaid electricty is capped at eB4 500 per month.

Q: What are the limits/ spend rules for earning eBucks on Smart Devices?
Your maximum earn on an active Tablet, Smartphone or Laptop contract with FNB is capped at eB5 000 per month.

Q: How is the free 3G data allocated?
It is loaded onto a Bank issued Cell C prepaid SIM card and the free 3G data reward is loaded by 8th of each month (starting from 8 October 2013).

Q: How do I get a bank issued prepaid SIM card?
All customers obtaining new FNB Tablet, Smartphones or Laptops will be supplied with a SIM card. Existing active FNB Tablet, Smartphones or Laptop contract customers can obtain a SIM from their nearest dotFNB store. Please take a form of identification with you (ID book, passport or driver's licence number).Customers in outlying areas can contact smartphonequeries@fnb.co.za or call 0860 102 970 & we will get a SIM to you. Please note that we will supply you with the SIM card size that is compatible to your device.

Q: How long will data be on my SIM card before I forfeit it?
The SIM card comes preloaded with some data so you can start using it as soon as you have activated it. The free 3G data will be rewarded to you on the 8th of every month and will expire after 30 days.

Q: When will I receive my eBucks?
eBucks on your RMB Private Bank accounts are based on a calendar month and will be paid into your account every month around the 8th of the following month.

Q: What is a Non-discretionary FNB Securities Stockbroking Account?
A share portfolio opened under a Non-discretionary mandate whereby you manage your own investments and the appointed stock-broker will only carry out investment instructions on your behalf and perform such acts necessary to give effect to instructions if he/she consults with you and gets your authority first.

Q: What is a Discretionary Wealth Mandate?
A discretionary mandate whereby you authorise RMB Private Bank to manage investments as the sole and full discretion of RMB Private Bank in order to achieve the investment objectives as agreed upon and as updated in writing from time to time. This means that this mandate is an unlimited mandate which authorises RMB Private Bank to act on your behalf in order to achieve the investment objectives without it being necessary to obtain further authority or consent from you to effect any transaction in investments in terms of this mandate

Q: What is a full discretionary mandate ?
A share portfolio opened under a full discretion mandate whereby the appointed stock-broker / portfolio manager can manage your investments for you without your prior consent or knowledge

Q: What is a referral discretionary mandate?
A share portfolio opened under a referral discretionary mandate (co-pilot) whereby the appointed stock-broker / portfolio manager can manage your investments for you, but only with your prior consent or knowledge

Q: Will I continue to earn eBucks on the same categories I earned on, example, fuel. Prepaid electricity, etc
Yes, if you qualify you will continue to earn eBucks. The amount of eBucks you will earn depends on your reward level

Contact us
For more information contact your Private Banker or the RMB Private Bank Service Suite or servicesuite@rmbprivatebank.com

 
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