DBS Bank Customer Care: A Complete, Practical Guide

Overview and what to expect

DBS Bank (Development Bank of Singapore), founded in 1968, operates across Asia with a strong digital-first approach to customer service. Whether you bank with DBS or POSB (a part of DBS in Singapore), you have multiple support options that cover 24/7 digital self-service, live chat, and staffed hotlines, plus in-branch assistance by appointment. The goal is to resolve most routine banking needs without paperwork and in minutes, while keeping high-risk requests behind stronger verification.

For fastest resolutions, use the DBS/POSB digibank mobile app for real-time actions such as card lock/unlock, replacing cards, disputing a card transaction, updating contact details, changing transfer limits, opening fixed deposits, and PayNow/FAST transfers. If you need tailored advice (for example, a mortgage repricing or wealth products), customer care can schedule a specialist call-back or branch appointment, typically within 1–3 business days depending on demand.

All support channels at a glance

DBS structures customer care around secure, logged channels. Phone and in-app chat are integrated with your profile so agents can identify you quickly and handle requests that need stronger authentication. Public email is intentionally not used for instructions on accounts, to reduce fraud risk. If you are overseas or managing a complex case (estate matters, fraud investigations, or cross-border remittances), expect an agent to move the conversation to a verified channel and request identity checks before proceeding.

Use the official website for the latest contact numbers and hours, as they vary by country and product line (Retail, Treasures, SME, Institutional). For Singapore retail banking, the fastest way to the right team is to start from the Contact page and select your topic; DBS routes you to the correct hotline menu, live chat, or form automatically.

• In-app support (DBS/POSB digibank): 24/7 self-service for most transactions; live chat via digiBot with seamless handoff to an agent during staffed hours.
• Phone banking: 24/7 for general banking; some specialist lines have staffed hours. Always use the numbers listed on the official Contact page for your location.
• Secure web forms: For callback requests, feedback, and certain service requests that need document upload or case tracking.
• Branch and wealth centres: Appointment booking recommended, especially for cash services, safe deposit boxes, estate matters, mortgage and investment advice.
• Official websites: Singapore retail at www.dbs.com.sg and POSB at www.posb.com.sg; regional and corporate banking at www.dbs.com.

When to choose which channel

Use digibank and the website for actions you can complete yourself with two-factor authentication—this is the fastest path for items like changing contact details, replacing a card, disputing a card transaction, or setting transfer limits. The app guides you through identity checks (Face/Touch ID plus OTP) and confirms changes immediately, with a digital audit trail you can export.

Call customer care when you need to report suspected fraud, close or reopen accounts, request fee waivers, resolve rejected transfers, or discuss products that require advice (home loans, insurance, investments). For complex or multi-product needs, ask for a scheduled callback so your case and documents are pre-reviewed—this often shortens the actual talk time to under 10 minutes and reduces repeated verification.

Verification and security protocols

DBS will verify your identity using at least two factors. Be prepared with your NRIC/FIN or passport number, full name as per bank records, and device ready to receive a one-time password (OTP). If you use a digital token in the digibank app, approvals are completed in-app rather than by SMS. For sensitive requests (limit increases, contact changes, or adding payees), expect additional checks or short cooling-off periods.

As part of anti-scam measures in Singapore, DBS enforces safeguards such as transaction alerts, limited changes to settings from new devices, and cooling-off periods before certain high-risk features become fully active. Never disclose your OTP, PIN, or full card details to anyone, including callers who claim to be from the bank. If in doubt, hang up and contact DBS using the official numbers on www.dbs.com.sg/contact.

Common requests and expected timelines

Card-related: Lock/unlock and replacement requests placed via the digibank app are immediate; digital cards are often issued instantly in-app for online use, while physical card delivery within Singapore typically takes 3–5 business days (allow extra time for overseas addresses). Chargeback disputes for unauthorized card transactions should be raised as soon as possible; scheme rules generally allow up to 120 days from the transaction date, but earlier filing improves outcomes.

Payments and transfers: FAST and PayNow transfers in Singapore are processed in real time, 24/7. Transfers above your personal limits or to new payees may require extra authentication and, in some cases, a cooling-off period before the first high-value transfer. International remittances vary by corridor; same-day credit is common for major currencies before cut-off times, while others can take 1–3 business days.

Account maintenance: Updating correspondence address, email, and mobile number via the app is immediate after verification. GIRO setups and amendments usually complete in 3–14 business days depending on the billing organization. Statement retrievals are instant for eStatements (typically available for the past 7 years), while archived retrievals may take 3–5 business days.

Fees, limits, and hours (key pointers)

Most digital services in digibank are free; however, some services (paper statements, banker’s guarantees, telegraphic transfers, cashier’s orders, or overseas deliveries) carry fees. Charges and cut-off times differ by product and market, so always review the latest fee schedules on the official site before you proceed. As a scheme reference, Singapore’s FAST network supports transactions up to S$200,000 per transfer; your personal DBS limits may be lower and can be adjusted (subject to security checks).

Hotlines for general banking are available 24/7, while certain specialist desks (for example, investments or insurance) operate during business hours on weekdays, excluding public holidays in the relevant country. Branch hours vary by location; in Singapore, most branches operate on weekdays and Saturday mornings, with limited or no Sunday service. Use the branch locator on the website to confirm hours and queue status before visiting.

Dispute resolution and escalation

For unauthorized activity, act immediately: lock the affected card or account in-app, change your digibank credentials, and contact DBS to file a fraud report. Provide dates, amounts, merchant names, and any evidence (SMS, emails, screenshots). Card disputes are governed by Visa/Mastercard rules; DBS will provisionally credit or investigate depending on circumstances and may request a signed declaration.

If you are not satisfied with an outcome, request a written response and a formal review. In Singapore, unresolved disputes can be escalated to the Financial Industry Disputes Resolution Centre (FIDReC) after you receive the bank’s final position. Check www.fidrec.com.sg for scope, process, and monetary limits. Keep all case reference numbers, timelines, and documents organized—clear records speed up reviews.

Accessibility and international customers

DBS supports customers across 19 markets, with localized contact options and regulatory requirements. When abroad, use the Contact page for your country to find the correct international hotline and hours. For time-sensitive service (lost card, suspected fraud), use the in-app card lock immediately and then call the appropriate hotline shown on the website to secure your account and arrange replacements.

Customers with accessibility needs can request accommodations such as alternative authentication flows, appointment assistance, or third-party authorization (e.g., with a Power of Attorney). Bring supporting documents for verification at a branch or upload via a secure form if directed by customer care.

Physical addresses and official links

For corporate correspondence and scheduled appointments in Singapore, note these commonly referenced locations. Do not mail sensitive information without prior instruction—DBS usually prefers secure digital channels. For cashier’s orders, safe deposit boxes, or complex documentation, use the branch locator to find the nearest facility that supports your request and book an appointment.

• DBS Asia Central @ Marina Bay Financial Centre Tower 3, 12 Marina Boulevard, Singapore 018982
• DBS Asia X (Innovation) @ 2 Changi Business Park Crescent, Singapore 486029
• Singapore retail banking: www.dbs.com.sg (Support/Contact: www.dbs.com.sg/contact)
• POSB (a part of DBS): www.posb.com.sg
• Security advisories and scam alerts: www.dbs.com.sg/security
• Global site and regional contacts: www.dbs.com

For the most current hotline numbers, fees, and forms, always start from the official Contact page for your market. Avoid using phone numbers found on search engines or social media posts—scammers often spoof these. If you receive an unexpected call, hang up and call back using the numbers published on www.dbs.com.sg/contact.

How do I talk to DBS customer service?

Alternatively, you can call our 24-hour Customer Service Centre on 1800 111 1111 or (65) 6327 2265 from overseas to request for a replacement card. I can’t remember my ATM/Debit/Credit Card PIN, can I request a new one?

What is the 24-hour hotline for DBS treasures?

1800 221 1111
To find out more, you may contact your DBS Treasures Relationship Manager or call our 24-hour Wealth Management Hotline at 1800 221 1111 or (+65) 6221 1111 (for overseas calling). Terms and conditions apply.

What is the 24-hour number for DBS banking?

(852) 2290 8888
Should you have any enquiry, please kindly contact our 24-hour hotline at (852) 2290 8888. At DBS, we aim to deliver the best service and build long-term relationships with our customers. We value your feedback on our bank services. Please kindly take a moment to share your views with us.

How do I contact DBS Bank corporate customer care?

Corporate customers can reach Business Care at 1800 103 6500 / 1800 419 9500 / +91 44 66328000 (Overseas Number). Business Care operates from Monday to Friday, 10:00 AM to 7:00 PM, excluding Public Holidays. Please contact your Branch Customer Service Manager with details of your issues or concerns.