How can we help you?

Fraud, lost or stolen card

What do I have to do if my debet or VISA card is lost or stolen?

Call immediately CARD STOP +32 (0)70 / 344 344 to block your card.

  • Your Bancontact / Maestro card: To receive a new debit card, please fill in the subscription form and send it back to us per post (Boulevard du Souverain 100, 1170 Brussels) or per fax (+32 (0)2 / 679 90 01).
  • Your VISA card: Your VISA card will be automatically send to you after having called Card Stop.

How do I report a suspect card transaction?

Debit card: Contact us via cards@keytradebank.be to dispute transactions made with your debit card. Please give us as much information as possible about the disputed transaction(s). Subsequently, we follow up the dispute file with Worldline, the company which handles electronic payments. In the event of serious fraud (skimming), you have to block the card immediately via Card Stop and report the crime to the police. You can then send us a copy of the police record.

Visa: If you wish to dispute transactions with your Visa card, please report them through the following document.

What if my card has been swallowed?

Within 48 hours, you can request your card back from the branch where your card was swallowed. Then, you just need to contact us to have it unblocked. There is no charge for the release.

What can I do if I lost my card?

  • Call Card Stop immediately. 
  • From Belgium : 078 170 170 (at normal rates). From abroad: 00 32 78 170 170 
  • Card Stop is available 7/24. 
  • Block your visa card. 

If you have lost your card or it is stolen, you can block the card yourself. You can do so temporarily if you think you will find it or permanently in the case of theft.  In case of theft, notify the local police within 24 hours after the fact.

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

If you have lost your card or it is stolen, you can block the card yourself. You can do so temporarily if you think you will find it or permanently in the case of theft. In case of theft, notify the local police within 24 hours after the fact.

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