DBS Customer Care: A Practical, Expert Guide

DBS (Development Bank of Singapore, founded in 1968) operates one of the most comprehensive customer care ecosystems in Asia, with strong coverage in Singapore through phone, in-app, online, and branch support. If you bank with DBS or POSB (a member of the DBS Group), you have multiple 24/7 options for help, including urgent card blocking, dispute filing, and digital banking troubleshooting.

This guide explains the fastest way to reach the right team, how to prepare for verification, what to expect during and after a case is logged, and where to find the most up-to-date contact points. It is focused on Singapore-based support, which is where DBS’s core retail operations and customer care infrastructure are concentrated.

Support Channels and the Best Way to Use Them

DBS maintains always-on digital care and live-agent support, but the most reliable single starting point is the Support hub on the official website: https://www.dbs.com.sg/personal/support. It routes you by product (cards, deposits, loans, remittances, investments), shows step-by-step fix guides, and provides the latest phone hotlines for your segment (retail, Treasures, SME). Because hotline numbers may change, always confirm the number from this page before calling.

For day-to-day tasks (resetting digibank access, unblocking a token, changing contact details, replacing a card, disputing a transaction), the digibank mobile app is typically faster than calling. In-app chat and secure forms pre-fill your identity details once you’ve authenticated, which reduces back-and-forth and speeds resolution. For truly urgent matters—such as a suspected account takeover or a card compromise—call the emergency line published on the Support hub or use the app’s “Lock Card” feature immediately.

• Official websites: https://www.dbs.com.sg (Singapore), https://www.dbs.com (global). Bookmark the Support hub: https://www.dbs.com.sg/personal/support
• In-app help: digibank > More/Help & Support > Chat with us or “Submit a form” (available 24/7; live agents during core hours)
• Branch services: book an appointment online from the Support hub to avoid queues; walk-ins are accepted at most locations
• Mailing address (Singapore, for formal correspondence): DBS Bank Ltd, 12 Marina Boulevard, Marina Bay Financial Centre, Tower 3, Singapore 018982
• Overseas assistance: when outside Singapore, use the international hotline listed on the Support hub; charges may apply depending on your carrier

Phone Support and Emergency Actions

DBS operates 24/7 phone support for urgent issues like card loss, suspected fraud, or unauthorized digital banking access. For security, call the numbers published on the DBS Support hub rather than numbers sourced from search engines or third-party websites. If you’re overseas, use the “+65” international hotline listed there. Expect an IVR menu to triage your need; emergency options (block card, report fraud) are generally prioritized.

Be ready for verification. For retail banking, typical questions include your full name as on the account, NRIC/FIN or passport number, date of birth, the last 4 digits of your DBS/POSB card, and possibly a one-time password (OTP) sent to your registered phone. If you have enrolled in digital or voice authentication (as available), verification can be quicker. Keep your case reference number once created; it’s essential for follow-up and escalation.

In-App and Online Support Workflows

The fastest self-serve route is usually the digibank app. After login, navigate to Help & Support to access contextual help for the account you’re viewing. Common actions include: locking/unlocking a debit or credit card, replacing a card, freezing digital access, updating contact details, managing transfer limits, retrieving statements, and disputing a transaction. Many of these are instant or same-day, and you’ll see status updates inside the app.

When a form submission is required (for example, a chargeback on a card transaction), the app or web portal will generate a digital case file and confirm receipt via in-app message and email/SMS. For disputes, you may be asked to upload supporting documents (e.g., merchant correspondence). Standard dispute timeframes follow card network rules; provisional credits may be provided depending on the scenario. You can monitor progress and respond to information requests without calling, which helps avoid duplicate cases.

Branches, Appointments, and What to Bring

DBS/POSB branches in Singapore can handle advanced identity services (e.g., new-to-bank account opening, complex mandate changes, safe deposit box services at selected locations), as well as counter transactions. Use the online appointment booking tool linked from the Support hub to reserve a time; you’ll receive a booking confirmation with the branch address and time slot. Walk-in capacity varies by location and time of day.

For identity-related services, bring your NRIC (or passport with proof of address for non-residents), your existing DBS/POSB card(s), and your registered mobile phone for OTP. If the visit relates to business accounts, bring the latest ACRA BizFile extract and board resolutions or mandate documents as required. Many retail requests that once required a branch visit—such as increasing transfer limits or changing a mailing address—can now be completed in-app if your personal particulars are up to date.

Service Levels, Security, and Case Management

DBS emphasizes layered security: device binding, two-factor authentication, transaction alerts, and risk-based controls. If you suspect your device has malware or your credentials are compromised, immediately lock your card(s) in-app, set transaction limits to zero, and call the emergency hotline listed on the Support hub. Then, change your digibank credentials from a clean device and review recent transactions. DBS may advise filing a police report for certain fraud cases; keep a copy for the investigation.

For any logged case, you’ll receive a case reference number. Keep it in your notes. Minor servicing requests are often resolved instantly or within 1–2 business days; investigations (e.g., fraud, chargebacks, cross-border transfers) can take longer depending on third-party responses. If you need to escalate, quote your case number when contacting customer care. For unresolved disputes in Singapore after the bank’s final response, you may consider independent mediation via the Financial Industry Disputes Resolution Centre; details are available at https://www.fidrec.com.sg (check the site for the latest process and contact methods).

Practical Tips to Save Time and Avoid Repeat Calls

A little preparation speeds up verification and shortens your time to resolution. The points below reflect what frontline agents consistently need to proceed, especially for disputes, card issues, and digital access problems.

• Before calling: have your NRIC/FIN or passport, last 4 digits of the relevant card/account, your registered mobile phone for OTP, and your case number (if following up)
• For card disputes: note the exact transaction amount, date/time, merchant name/location/website, and whether you contacted the merchant; screenshots or receipts help
• For suspected fraud: act within minutes—lock card(s) in-app, then call; change your digibank PIN/password on a clean device afterward
• For digital access issues: confirm your device’s date/time settings, update the digibank app to the latest version, clear OS-level restrictions on notifications/OTP, and ensure your phone line can receive SMS overseas if traveling
• Always use official links: start at https://www.dbs.com.sg/personal/support to obtain the current hotline numbers and forms; avoid numbers posted by third parties

Key Addresses and References (Singapore)

Registered office and mailing: DBS Bank Ltd, 12 Marina Boulevard, Marina Bay Financial Centre, Tower 3, Singapore 018982. This address is suitable for formal written correspondence; include your full name (as per account), NRIC/FIN or passport number, contact details, and case number if known. Do not mail sensitive information without instruction; DBS may request uploads via secure channels instead.

Primary online resources: Customer Support hub at https://www.dbs.com.sg/personal/support; global site at https://www.dbs.com. For independent dispute resolution information in Singapore, visit https://www.fidrec.com.sg. For branch appointments and locator links, navigate from the Support hub to ensure you see the latest opening hours and service availability.

How do I talk to POSB customer service?

Charge Disputes. I can’t remember making a transaction. How do I check the full details of a charge on my statement. Just call our 24-hour Customer Service Centre at 1800 339 6963.

How do I contact DBS customer care?

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.