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Q: What is Agency Banking?
A: Agency banking is a process where the Banks work with selected third-party Agents to provide permitted and limited financial services beyond traditional branches. The main aim of Agency Banking is to provide banking services to underserved and unbanked population, especially in rural areas where traditional Bank branches are scarce and making financial services more accessible by promoting financial inclusion.
Q: What are the services provided by the Agency Banking?
A: Financial services permitted by the Bank are cash deposits and withdrawals, fund transfers, Utility bill payments, loan repayments, credit card payments, balance inquiries and e-remittances.
Q: Is there a specific time window for making transactions through agents?
A: The time period for transactions will be based on the Agent's business hours.
Q: How long it will take to process my transactions?
A: Transactions will happen on real time.
Q: What is the procedure to reverse any erroneous transaction?
A: You must request for a transaction reversal within 05 working days of the transaction date to the Agency Banking Unit and requests made after that date will not be accepted. Reversal process will be entirely handled by the Agency Banking Unit.
Q: Can I do cheque transactions through Agency Banking?
A: No, you cannot.
Q: Do I need to be a Commercial Bank account holder to make deposits?
A: You are not required to be an account holder to make deposits.
Q: Can I make deposits to another Bank account?
A: No, you can only make deposits to Commercial Bank accounts.
Q: Who can make deposits through Commercial Bank Agency banking?
A: A Sri Lankan citizen who is above 18 years of age, has a valid NIC and a mobile number is eligible to make a deposit.
Q: What information should you provide to the merchant to do a deposit?
A: Beneficiary account number, amount, depositor name, depositor NIC and mobile number.
Q: How much can I deposit through Agency Banking to an account?
A: Any amount up to a maximum of Rs.50,000.00 for a single transaction and Rs.100,000.00 is the limitation for a single day to an individual customer.
Q: Can I deposit any number of times to an account?
A: Only a maximum of 5 deposits are allowed to an account and NIC per day.
Q: Can I make deposits to any account through Commercial bank agency banking?
A: Deposits can be carried out only to Personal/Joint savings and current accounts in LKR only.
Q: What should I do with the OTP SMS I receive when making deposits?
A: Ensure to examine the transaction details that comes with the OTP SMS and thereafter, disclose the OTP to the Agent and complete the transaction.
Q: Are there any charges when making a deposit?
A: Yes, there will be a service fee based on the transaction value.
| Transaction Value | Service Fee |
| Rs. 100.00 – Rs. 1,000.00 | Rs. 5.00 |
| Rs. 1,001.00 – Rs. 2,500.00 | Rs. 10.00 |
| Rs. 2,501.00 – Rs. 10,000.00 | Rs. 20.00 |
| Rs. 10,001.00 – Rs. 25,000.00 | Rs. 40.00 |
| Rs. 25,001.00 – Rs. 40,000.00 | Rs. 50.00 |
| Rs. 40,001.00 – Rs. 50,000.00 | Rs. 50.00 |
Q: How long does it take for a payment to be credited to my account?
A: All deposits will be credited to accounts in real time.
Q: Do I get a confirmation for my deposit?
A: Yes, you will receive a deposit confirmation after each successful transaction via SMS to your mobile,e- Deposit receipt and also it will be updated in your E-Passbook app.
Q: Can I deposit cheques through Commercial bank agency banking?
A: No, you cannot
Q: What should I do if the deposit is unsuccessful?
A: Visit any nearest Commercial Bank branch or contact our Agency banking unit via 011 2 353 001 or dial our customer care center via 011 2 353 353 (24*7) for assistance.
Q: What should I do if I want to reverse any erroneous transaction?
A: You must request for a transaction reversal within five (05) working days of the transaction date through the Agent to the Commercial Bank’s Agency banking unit. Please be mindful to make deposits in due care and confirm the transaction details received via SMS after a proper scrutiny
Q: Do I need to be a Commercial Bank account holder to withdraw money?
A: Yes, you need to be a Commercial Bank account holder.
Q: What are the identification documents you must provide to the Agent for a withdrawal?
A: National identity card, Driving License or Valid Passport.
Q: Can I use my Debit card to withdraw money?
A: No, you can only provide your identification document and make the withdrawal.
Q: How much I can withdraw per day through Commercial bank Agency banking?
A: You are allowed to withdraw a maximum of Rs.10,000.00 for a single transaction and Rs.50,000.00 is the limitation for a single day to an individual customer.
Q: Can I withdraw any number of times from an account?
A: Only a maximum of 5 withdrawals are allowed from an account using a NIC per day.
Q: Are there any charges when making a withdrawal?
A: Yes, there will be a service fee based on the transaction value.
| Transaction Value | Service Fee |
| Rs. 100. 00 - Rs. 1,000.00 | Rs. 10.00 |
| Rs. 1,001.00 - Rs. 2,500.00 | Rs. 20.00 |
| Rs. 2,501.00 - Rs. 5,000.00 | Rs. 25.00 |
| Rs. 5,001.00 - Rs. 10,000.00 | Rs. 30.00 |
Q: What should I do with OTP SMS that I receive when making a withdrawal?
A: You have to check the transaction details that comes with the OTP SMS and disclose the OTP to the Agent to complete the transaction.
Q: Do I get a confirmation for my transaction?
A: You will receive a transaction confirmation upon each successful transaction via SMS to your registered mobile number also it will be updated in your E-Passbook app.
Q: Can Current Account Holders make a withdrawal using the Agency banking facility?
A: No, this facility is limited to Commercial Bank LKR Savings account holders.
Q: What should I do if the withdrawal is unsuccessful?
A: Contact our Agency banking unit via 011 2 353 001 or dial our customer care center via 011 2 353 353 (24*7) or visit any nearest Commercial Bank branch for assistance.
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