Managing your Business Banking FAQs
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SecureCall
A fraud prevention feature of Cumberland Internet Banking which contacts you by phone to confirm it is you making certain payments from your accounts.
Cumberland Internet Banking is designed to protect you and your money from fraud, and SecureCall gives you even more protection.
In the unlikely event of a fraudster obtaining your internet banking logon details and gaining access to your accounts online, they would not have enough information to move money out of your accounts.
When a payment is being made from one of your accounts in internet banking to another person or company you have not paid before, you will receive an automated phone call to confirm that it is actually you making the payment. The call will confirm the details of the payment and give you a code to enter into internet banking.
That payee is then recognised and you will not have to authenticate them again for future payments unless the amount being sent is above a certain value.
Yes. Whether or not you make payments in internet banking, SecureCall will go a long way to making sure your money is secure.
When you register for SecureCall you will be able to specify up to 3 different phone numbers on which you can receive calls. Typically this will be numbers for your home, work and mobile phones.
When making a payment, you will be able choose whichever number is most appropriate for you at the time.
It is important that you only register numbers which you can be contacted on directly. So for example, do not use numbers which are first answered by a switchboard or automated queuing service. We also suggest that you do not use numbers on which calls are recorded.
You can register international numbers, but not premium rate numbers (e.g. starting 09).
We will normally register you on the day we receive your registration form, and will contact you by secure message in internet banking to let you know as soon as you are protected.
Yes.
No, although your mobile service provider may charge you for receiving a call when you are abroad.
End the SecureCall call by hanging up and call our Customer Service Team on 01228 403141 (00 44 1228 403141 from outside the UK) straight away to report the details. If you are calling us outside opening hours, leave your contact details on our answer service and we will get in touch the next bank working day.
To use SecureCall, you will need to be able to receive a call from us, confirm the details read out and then enter a code into internet banking. If you are unable to do this then please visit your local branch or contact us by other means and we will arrange the payment for you.
Contactless Cards
Check that the contactless symbol is displayed on or around the payment terminal and as long as the total value of the items being purchased is £100 or less, you will have the option to carry out a contactless payment. To make the payment, simply touch or tap your card on the payment terminal and if the payment has been successful, the terminal will confirm payment by either sounding a beep or displaying an approved message.
Yes. If Visa Debit cards are accepted by the retailer, you can still make Chip and PIN payments as normal.
Yes, but the payment terminal will automatically request that you undertake a Chip and PIN payment.
Yes. You can continue to make payments of any value using Chip and PIN.
You will be required to enter a PIN when making your first payment at a retailer following receipt of your contactless Visa Debit card to verify the card. Occasionally, when making a contactless payment, you will be asked to enter your PIN as extra security.
Yes, though these requests will continue to occur as Chip and PIN transactions.
This may vary dependent on the individual payment terminal; some will print a receipt, but others may not and you would have to request this from the individual retailer.
The payment terminal will notify you that the payment has been declined and you should then be prompted to pay by an alternative method.
Yes, you can make contactless payments wherever you see the contactless symbol, but please note that for your security outside the UK it may not be possible to make contactless payments in some circumstances, such as on transport systems (eg. buses and trains), at road tolls or vending machines. You can also still use your card for Chip and PIN payments when abroad. Please remember, Cumberland Visa Debit cards are unable to be used outside the UK unless you inform us of the dates and destination of your travel.
You can inform us within the Other Services section in Internet Banking, selecting the Using My Card Abroad option or by calling our Customer Service Team.
No. Contactless debit card payments will appear in the same way as other debit card payments do.
No. Your card must be held very close to the front of the payment terminal at the time that payment is requested. Always remove your card from your wallet before using it at contactless payment terminals. This avoids the payment being taken from another card in your wallet if you have more than one contactless card.
Call our Customer Service Team immediately. If you are calling outside the Society’s normal opening hours it is important that you leave a message on the automated service. Your liability for any fraudulent payments will cease at that point, unless you are deemed to have acted negligently in any way.
Yes. Contactless cards can already be used to travel on London bus services and the London Underground, the tram, the DLR (Docklands Light Railway), London Overground and most National Rail services in London.
Your contactless card will be authorised each day when you begin your first journey. You can then perform multiple trips during that day with a total fare for all journeys debited from your account at the end of the day. Additionally, fare capping, which will cap the amount you will pay when using your contactless debit card for multiple journeys in a single day or a week (from Monday to Sunday), could apply when travelling on TfL. Please click for full details on how Tfl fare capping works.
No. You do not need to register for an online account to use your contactless card on the TfL services but there are benefits to doing so such as having a record of your last 12 months travel. The main benefit of registering for an account is that if you start a journey and your contactless card is declined you will receive an email notification indicating the reason for the decline. If your card is declined, you can complete the journey, but will not be able to make another journey until your card issues are resolved. If you are not able to tap your card at the end of your journey, for example because the station gates have been opened, you may be charged a maximum fare for that journey; this can be refunded if you have a TfL online account.
Please click for full details on Transport for London contactless payments.