Deferment of Loans for Customers Affected by COVID-19

Bank Muscat is pleased to offer support to customers impacted by COVID-19 pandemic. Affected customers have the option to defer all types of loans.

You can apply for instalment deferral through Mobile Banking, Internet Banking, or visiting our branches.

Important Note: COVID-19 related loan deferral has ended on 31 December 2021. For more info information on this, kindly visit your nearest branch.

Frequently Asked Questions

Download the Application

Branch timings: Sunday to Thursday from 8am to 2pm

As of 1st of September 2021, all visitors and customers entering any of the bank’s facilities are required to present a form of identification, along with their vaccination card or certificate via Tarassud App.

We urge you to use our mobile banking, internet banking, ATM/CDMs and contact center IVR services for a convenient and safe banking experience available 24/7.

ATM

24/7 access, largest ATM network in convenient locations around the country
bill payments - electricity & water bills, school fees, telephone bills and mobile top ups
transfer funds - within bank, within Oman
account statements - mini statement
services - PIN change, load money to mobile wallet, cheque book request.

CDM

24/7 access, in convenient locations around the country
bill payments - electricity & water bills, school fees, telephone bills and mobile top ups
cards services - pay credit card bill
cash/cheque deposit - deposit cash or cheque for self or any bank muscat customer account
services - cash deposit to mobile wallet.

click here to locate nearest ATM / CDM

24/7 access – customized for iPhones and android phones.

Important Notice on payment system fees

We would like to inform you that charges levied on various payment systems which were temporarily waived due to COVID-19 implications from March 2020, have been reinstated effective 15th November 2020.

The reinstatement of the charges are applicable to the below payment systems:

• Real-Time Gross Settlement (RTGS)
• Electronic Cheque Clearing (ECC)
• Automated Clearing House (ACH)

Contactless limit for single transaction changed

For your safety, we have increased the contactless transaction limit without pin to OMR 40. For more information click here

Insurance

Many cardholders will have questions regarding the terms of their travel insurance and whether their particular circumstances will be covered under their policy. Cardholders are encouraged to visit the portal at www.cardholderbenefitsonline.com where they can view FAQs on COVID-19 within the "Travel Insurance" and "File a Claim" sections. At all times, the Insurance Benefits remain subject to the applicable Terms and Conditions of the relevant policy, which are available at the portal.

Ten Concierge

Visa Premium Concierge services by Ten Lifestyle are functioning, and requests continue to be processed as usual. For any cancellations/amendments required for bookings made by cardholders either directly with the concierge or via the digital platform, cardholders should contact the concierge directly to request cancellation/amendment of their bookings. The concierge will then contact the supplier directly and make the requested amendments/cancellations.

LoungeKey

Airport lounge access as a benefit has been significantly impacted by COVID-19, particularly in regards to lounge opening times and changes to services provided. Click here to see the list of impacted lounges, which is updated continuously as the situation continues to evolve. Please note that some changes may take some time to be reflected on LoungeKey listings.

Agoda 12% offer

The Agoda offer is available as usual. However, with the evolving global impact of COVID-19, cardholders may wish to cancel or postpone their bookings. Agoda is working with property partners to secure free cancellation where possible. Cardholders can access the "My bookings" section on the Agoda website or app to check their booking. If the booking is eligible for free cancellation, the cardholder will see the message: "This booking may be affected by a current emergency or developing situation. Due to these exceptional circumstances, Agoda will waive all fees on cancellation for your affected booking." Cardholders can then proceed to cancel through this self-service option without contacting customer service.

Avis

The Avis platform www.avisworld.com/visa is still operating as usual. For increased flexibility on all bookings, customers can change or cancel, without fees, any reservations in Europe for rentals due to start before 1st May 2020. For bookings which begin after this time, there will not be any penalties for changes made up to 72 hours before the start of your rental. Details will be posted on the Visa microsite to advise cardholders.

DragonPass

DragonPass Apps, including Dine & Travel, are fully functional. However, as more countries have restricted travel, services within these affected areas are also becoming restricted. DragonPass is proactively reaching out to all partners to provide up-to-date information where applicable. Cardholders can reach out to the client service teams and DragonPass' customer support teams, if they require any help or support.

Visa Offers MENA

Due to the lockdown in the participating markets, many participating merchants remain closed for dining in and takeouts currently. Hence, customers are advised to maintain social distancing and enhanced hygiene protocol for their safety and well-being.

Corporate branches Timings: Sunday to Thursday 8 AM to 2 PM

All branches are operating (MBD, Al Nahda, Sohar, Salalah and the Head office).

Please note that transaction fees have been reinstated for local payments (ACH and RTGS) started from 15th November 2020.

24/7 access - call 0096824795555, anytime from anywhere
bill payments - electricity & water bills, school fees, telephone bills and mobile top ups
transfer funds - request money transfer
account statements - account balance enquiries, transaction details, fixed deposit and personal loan details, credit card balance details
cards services - request hot listing of cards, credit card statements, cheque request & report lost or card stolen

send money - using mobile number and alias 24/7 service - on all IOS (Apple iTunes Store) and android devices (Google Play) from any location supported by user’s telecom service provider load money - via debit card, mobile banking, internet banking, ATM or CDM transfer funds - within bank muscat and other bank's wallets transaction history - for past 90 days; frequently carried out transactions marked transaction limits - daily (300 rials Omani), weekly (2100 rials Omani) and monthly (5000 rials Omani) maximum debit limit - 100 rials Omani daily secure - protected through ultra strong encryption and inbuilt high security features

As you are aware, the COVID-19 pandemic has resulted in disruption of commercial activities in many countries. This has also affected banking operations and services in several countries, with banks being constrained to limit their working hours, staffing and services depending on their specific situation and social distancing requirements.

While Bank Muscat and its international partners are fully committed to processing all your transactions as fast as possible, we seek your support to serve you better. To ensure that your remittance reaches your loved ones as soon as possible, it is important to correctly enter beneficiary details at the time of beneficiary registration. This the name, account number, bank codes, and others. This is particularly important if you are registering a new beneficiary now or are making a remittance to a beneficiary after a long time as the information might have changed.

Common challenges observed include beneficiary name not matching with the account-holder’s name at the beneficiary’s bank, incorrect beneficiary account number (for example, use of mobile number instead of beneficiary account number); wrong IBAN number, incorrect contact details of the beneficiary etc. Incorrect details can lead to the rejection of a transaction by your beneficiary’s bank.

You can avoid these situations by re-confirming that the beneficiary information with you matches the details at the beneficiary’s bank. An easy way to ensure the accuracy of beneficiary details is to request the beneficiary to provide their information (in confidence) as it appears on their bank statements.

Since the onset of the situation, Bank Muscat set up an internal COVID-19 Committee to continuously monitor the situation and implement preventive measures and Business Continuity Plans. The bank follows the highest health and safety standards and implements all protective and social distancing measures issued by the Ministry of Health to combat the spread of Covid-19, while continuing to provide banking services to customers through branches across Oman. Staff and customers are required to wear masks and undergo temperature checks upon entering the bank premises. In case of detection of a positive COVID-19 case among staff, the branch is immediately closed for deep cleaning and disinfection, and close contacts would be placed in quarantine as per the regulations in this regard. We are committed to applying the best preventive measures to combat this virus and to ensure the safety of all our staff and customers.

We recommend that you fully leverage the wide range of digital banking channels for all your banking requirements, however, if you still require to visit the branch, you will be required to follow strict social distancing rules as follows:

• Wear a mask before you enter the branch. Staff at the entrance will check body temperature and request you to wear the mask.
• Avoid shaking hands with staff and customers.
• Keep the minimum distance from employees and other customers. Indicative posters are available to guide you on this.
• Follow the guidelines of the branch staff, who will take your temperature and request you to sanitize your hands at the branch entrance.

Remember that you SHOULD NOT visit the branch or leave your home if you are under quarantine or if you are experiencing flu-like symptoms.

• Download the mBanking application from Apple store or Android play store by click here
• Follow these easy steps for registration. Click here for details.

• Log into Online Banking and register. www.bankmuscatonline.com
• Follow these easy steps for registration. Click here for details.