Standard Chartered Credit Card Customer Care: A Complete, Practical Guide

When You Should Contact Customer Care

Reach out to Standard Chartered customer care immediately if your card is lost or stolen, you see a transaction you do not recognize, your card is captured by an ATM, or you suspect your card details have been compromised online. Swift reporting minimizes liability and helps the bank block your card before additional charges can be posted.

Customer care also handles everyday service needs: card activation, PIN resets, credit limit increases or temporary limit lifts, installment conversion of purchases, fee and charge clarifications, rewards and cashback queries, and travel notifications to avoid overseas decline. If you are applying for a card or tracking card delivery, the team can verify status and provide delivery timelines.

Fastest Ways to Reach Standard Chartered (by Country/Region)

Most markets support 24/7 phone banking for urgent card matters (lost/stolen, fraud) and secure in‑app messaging for non‑urgent service. For accurate, market-specific instructions and hours, always confirm via the official country site below. Numbers are for consumer banking unless stated otherwise.

• Singapore: 24/7 hotline +65 6747 7000; address: 8 Marina Boulevard, Marina Bay Financial Centre, Tower 1, Singapore 018981; website: https://www.sc.com/sg/contact-us. Lost/stolen card can be reported via hotline or the SC Mobile app (Card Management → Lock/Report Lost).
• Hong Kong: 24/7 hotline +852 2886 8868; address: Standard Chartered Bank Building, 4–4A Des Voeux Road Central, Central, Hong Kong; website: https://www.sc.com/hk/contact-us. Cantonese, Mandarin, and English language options are available on IVR.
• United Arab Emirates: Contact centre 600 5222 88 (within UAE); website: https://www.sc.com/ae/contact/. Use the hotline for instant card blocking and replacement requests; overseas callers can access the number via local carriers or use secure in‑app chat.
• India: Website: https://www.sc.com/in/contact-us for the latest customer care numbers and secure messaging. Registered office: Standard Chartered Bank, 23–25 Mahatma Gandhi Road, Fort, Mumbai 400001. For written complaints, use the web form on the contact page or the in‑app mailbox to keep your data secure.

If you are traveling, you can also call the number printed on the back of your card (works internationally). Keep your card or a secure copy of the details handy; this number routes you to your home market’s 24/7 team.

Identity Verification: What to Have Ready

For security, agents typically verify your identity using a combination of: last 4 digits of your card, full name as on card, date of birth, registered phone/email OTP, and answers to security questions. In some markets, you may be asked for the last transaction amount or billing address. Have your mobile device available for OTPs to avoid delays.

If you are reporting fraud but cannot receive OTPs (e.g., roaming disabled), ask the agent to authenticate you using alternative checks (e.g., recent transaction details). Never disclose your full card number, CVV, or full OTP to anyone who called you first—when in doubt, hang up and call the official hotline listed above or on sc.com.

Lost or Stolen Card: What Happens and Typical Timelines

As soon as you report a lost or stolen card via hotline or the app, the bank immediately blocks the card to stop new charges. In most markets, Standard Chartered can arrange an expedited replacement. Domestic delivery usually takes 3–5 business days; overseas replacement typically takes 7–10 business days, depending on the destination and courier availability.

For urgent travel needs, ask about emergency cash or emergency replacement options supported by the card network (Visa/Mastercard). Availability differs by country, but cash pick‑up can often be arranged in 24–48 hours at participating locations. If the card reappears after reporting, do not use it—destroy it and wait for the replacement card with a new number and PIN.

Disputes, Chargebacks, and Refunds

Dispute a transaction as soon as you notice it—do not wait for the next statement. For most networks, the standard window to initiate a chargeback is up to 120 calendar days from the transaction or service date (shorter in some categories). File your dispute through the hotline or secure message; many markets also support dispute initiation via online or mobile banking.

• Step 1: Lock your card if you suspect ongoing fraud. Then contact customer care to raise a dispute (provide merchant name, transaction date/amount/currency, and why you are disputing).
• Step 2: Submit evidence (e.g., emails, proof of cancellation or refund, delivery failure screenshots, hotel no‑show waivers). Keep copies. The bank will confirm receipt and case number.
• Step 3: Provisional credit may be granted for clear fraud cases; timing varies by market, commonly within 7–10 business days. For merchant disputes, the bank may need to contact the merchant first.
• Step 4: Investigation timelines: local transactions often resolve within 30–45 days; cross‑border/card‑not‑present cases can take up to 60–120 days per network rules. You will be notified of outcomes and any credits posted.
• Step 5: If a refund is processed by the merchant, it can take 5–15 business days to appear on your card once the merchant submits it to the network.

Important: Continue paying at least the “minimum due” while a dispute is under review to avoid late fees or interest. Any interest charged on successfully disputed transactions is typically reversed when the dispute is resolved in your favor.

Fees, Interest, and Waiver Requests via Customer Care

If you were charged an annual fee, late fee, or over‑limit fee and you believe it’s in error—or you have strong mitigating circumstances—call customer care within 30–60 days of the charge posting. First‑time goodwill waivers are often considered for customers with on‑time payment histories or who meet spend thresholds, but approvals are not guaranteed and vary by market and card product.

Agents can also explain statement interest, cash advance fees, and foreign currency markups. If you expect a large foreign transaction, ask about dynamic currency conversion (generally not recommended) and the bank’s FX fee so you can choose the most cost‑effective option at the point of sale.

Digital Self‑Service: Faster Than Calling

Use the SC Mobile app for many credit card tasks without waiting on hold: lock/unlock card, set travel notifications, change PIN, enable/disable online or contactless transactions, convert purchases to installments, redeem rewards, and download e‑statements. Search “SC Mobile” on the Apple App Store or Google Play, and enroll using your card/account details.

For non‑urgent issues, send a secure message in the app or online banking. You will typically receive a response within 1–3 business days, and all correspondence is logged in one thread for easy follow‑up. For urgent fraud or lost/stolen cases, always use the hotline first, then follow up in‑app if you need documentation.

Service Levels and Practical Expectations

Activation, PIN, and Replacement

Card activation via IVR or app completes in minutes. PIN changes post immediately in most markets; test at an ATM to confirm. Standard replacements arrive in 3–5 business days domestically; ask about courier options if you need guaranteed delivery windows.

Rewards and Cashback Adjustments

Missing rewards or cashback are usually credited within the next statement cycle after verification. Provide transaction details and, if relevant, promo codes or campaign names. Promotional bonuses can take longer (often 8–12 weeks) per campaign terms and conditions.

Escalation Paths if You Are Not Satisfied

Ask for a case number on every call or message. If an issue remains unresolved after the stated turnaround (commonly 3–7 business days for standard requests, longer for disputes), request escalation to a supervisor or the bank’s dedicated complaint resolution team through the official contact page for your country.

If you still disagree with the outcome, you may escalate to the relevant external ombudsman/regulator. Examples: Singapore—FIDReC, +65 6327 8878, https://www.fidrec.com.sg; India—RBI Integrated Ombudsman, toll‑free 14448, complaint portal https://cms.rbi.org.in. Always exhaust the bank’s internal process before escalating, and include your case number and all supporting documents.

Security Best Practices When Contacting the Bank

Only use phone numbers and links from the back of your card or sc.com. The bank will never ask you for your full card number, full OTP, or your online banking passwords over the phone or by email. If you receive a suspicious call or message, do not click links—contact the official hotline and report the incident.

Enable transaction alerts (SMS/app push), review your statement every month, and set up spending or channel controls in the app. Early detection and prompt reporting are the most reliable ways to prevent loss and speed up resolution.