PAYMENT SERVICES INFORMATION SHEET FOR INDIVIDUALS

Transcription

1 PAYMENT SERVICES INFORMATION SHEET FOR INDIVIDUALS 1

2 This information sheet forms an integral part of the general banking terms of. This information sheet contains, amongst other things, further rules and information on the subjects mentioned in the general banking terms of ABN AMRO Bank nv. Contents: Keep your bank card and wallet or other similar card holder out of the sight of others, especially when you are not using your bank card. Put your bank card away out of the sight of others. Put your bank card away so that others cannot access your bank card unnoticed. Ensure that you do not lose your bank card. A. Bank card security requirements B. Direct debits C. International transfers D. Working days E. Limits F. Cut-off times G. Payment instruction execution times H. Prices I. Exchange rates J. Value dates K. Questions and/or problems A. Bank card security requirements (bancontact/ mistercash/proton/maestro card and mastercard) General. In order to guarantee the security of your bank card and to prevent unauthorised use of it, you must handle your bank card and pin code carefully, and take all reasonable measures. This means, for example, that you must always keep and use the bank card and pin code safely and that you must have the bank card blocked if there is reason to do so. Also ensure that you regularly read the up-to-date information provided by the bank on the measures you have to take to prevent fraud. You are required to take the measures stipulated by the bank to prevent unauthorised use of your bank card. Storing, using and checking bank cards safely 1. Always keep your bank card secure. Others here also means your partner, children, family, friends, housemates and visitors. Notes. Keep your bank card with you as much as possible. For example, by keeping it in the closed inside pocket of the jacket that you are wearing. Your card can be quickly taken unnoticed from a bag on the back of your bicycle. Therefore this is not a safe place. Leaving your bank card in a car, boat or tent, for example, or in a sports bag while doing sport, is not safe: others can then take the card unnoticed. Even if you leave your bank card at home, you must keep the card out of sight and of course you must lock your home. You must not leave your bank card in temporary accommodation, for example in a hotel or holiday home, unless you keep it in a secure safe. 2. Always use your bank card securely. Never part with your bank card, not even if somebody wants to help you. Do not lose sight of your bank card until you have safely put it away again. Always check that you are given your own bank card back after use. Closely follow the instructions on the cash dispensers and payment terminals about checking the security of these cash dispensers and payment terminals. Contact your bank or the reporting point specified 2

3 by your bank immediately if you do not get your card back after a payment transaction or a withdrawal from a cash dispenser. Do not use your bank card if you know or suspect that the use of it in a certain situation is or might be unsafe. Do not let yourself be distracted when using your bank card. 3. Check the security of your bank card and the use of it regularly by: Checking that you still have your own bank card at least once per day. Checking the payment transactions made with the bank card in accordance with the general banking terms. Keep and use your pin code safely 4. You must always keep your pin code secure. Ensure that the pin code chosen or changed by you is not easy to guess. Destroy the letter in which you received the pin code immediately after opening. Do not write your pin code down but memorise it. If you really cannot remember your pin code, ensure that any note you make to remind you of your pin code cannot be deciphered by others. Do not keep such a note with your bank card. Do not tell anybody the pin code and do not let it be seen by anybody, not even your partner, children, family, friends, housemates, managers or employees of the bank. 5. Always use your pin code safely. Ensure that others cannot see the pin code when you are entering it, for example at a payment terminal or cash dispenser. Use your free hand and body as much as possible to screen off the keyboard when entering the pin code. Do not accept any help from others when entering your pin code. 6. If you have good reason to believe that the security of your bank card is no longer certain, you must report this to the bank immediately. There is reason for doing so in any one of the following situations: You have lost your bank card, you do not know where you left it or your bank card has been stolen. You did not get your bank card back after making a payment transaction. You see that one or more payment transactions have been made with your bank card, that were not carried out by you. You know or suspect that another person knows or has seen your pin code. In addition to reporting this to the Bank, in the event of loss or theft or any risk of abuse of your bank card, also contact CARD STOP immediately. CARD STOP can be reached by telephone 7 days per week and 24 hours per day at the telephone number 070/ (from abroad ) CARD STOP shall immediately provide the holder with a dossier number that will make it possible to prove the notification. The telephone conversation will be fully recorded by CARD STOP. The facts stated as such must also be communicated to the police service of the place where the loss or the theft occurred and this within 24 hours. 3

4 B. Direct debits Direct debit types The overview below gives the different types of direct debit and their important characteristics. 1. The standing direct debit. is continually valid for a number of payments the mandate is given in writing. 2. The standing SEPA direct debit. is continually valid for a number of payments the mandate is given in writing. 3. The single SEPA direct debit. the Client at least four weeks before the payment date, either by the Bank through an account statement or via internet banking, or by the beneficiary of the direct debit(s). The Client cannot request a reversal either: If the precise amount of the payment transaction was known when the Client consented to the direct debit; or If the precise amount of the payment transaction was not known when the Client consented to the direct debit, but the amount of the payment transaction is no greater than what the Client could have reasonably expected on the basis of his earlier expenditure pattern and the relevant aspects of the case. valid for one payment only the mandate is given in writing. The Bank provides information on participating banks on the following website: overboeking/productinformatie.html Reversal instruction The Client can request the reversal of a direct debit that was initiated by the beneficiary. The reversal must be requested from the Bank by the Client within 8 weeks of the date of the funds being debited. The Client cannot request a reversal if: If for the direct debit a SEPA direct debit mandate has been used, than the Client whose Payment Account has been debited is entitled to request the Bank within eight weeks of the date on which his account has been debited, the reimbursement of an already authorized and executed payment transaction and this without giving any reasons. In this case the Bank will reimburse the Client within ten working days of such request. The instruction to have a debited amount reversed can be issued by the Client: by telephone to the Commercial Assistant or Banking Center. at the branch of the Bank in Belgium that manages the account of the Client. The Client gave his consent to the Bank for the execution of a certain direct debit or series of direct debits and The information on the direct debit(s) to be executed was made known or made available to In the event of a reversal, the account of the Client is credited as quickly as possible, and at the latest within 10 working days of the reversal request of the Client. A refusal to execute a reversal is justified to the Client 4

5 by the Bank within 10 working days of the reversal request. If the Client does not agree with the reasons, he can submit a complaint to the competent officials at the Ministry of Economic Affairs. When the Bank reverses a debited amount, this is carried out with the interest date of the earlier debit. The reversal is communicated to the Client through the account statement or via internet banking. Blocking instruction The Bank may block any payment instrument at any time, including direct debit instructions, for objectively justified reasons relating to the security of the payment instrument, suspected unauthorised or fraudulent use of it, or, for a payment instrument with a credit agreement, the substantially increased risk that the Client is unable to observe his payment obligations. If the Bank blocks a payment instrument, e.g. a direct debit instruction, then the Bank will inform the Client of this by letter, by an account statement or by internet banking stating the reasons, except when this goes against objectively justified security considerations or if it is prohibited by virtue of other legal provisions in this respect. The Bank will unblock the payment instrument as soon as the reasons for blocking it no longer exist. Outgoing international transfers within the European Economic Area (EEA) and in a currency of an EEA country* are only executed on the basis of the shared costs cost option, even if the instruction states otherwise. Information on international transfers is available at the Bank. *EEA countries are the member states of the European Union and Iceland, Norway and Liechtenstein. D. Working Days The Bank might be open on days that are not working days for certain activities, such as receiving payment instructions and/or processing transactions into account balances. However, only days on which the Bank can perform all activities that are required for the execution of a payment transaction are considered as working days. For the receipt of the payment by the beneficiary, it is of course a requirement that the payment service provider of the beneficiary is open. I. For all payment instructions, the following days are not Working Days: Saturdays, Sundays, 1 January, Good Friday, Easter Monday, 1 May, 25 December and 26 December. The instruction to block direct debit instructions can also be issued by the Client to the Bank: by telephone to the Commercial Assistant or Banking Center at the branch of the Bank in Belgium that manages the account of the Client. A blocking under the instruction of the Client can only be effected on the next working day if it is received by 15:00 at the latest on the previous bank working day. C. International transfers II. For written instructions and telephone instructions via bank branches as well as withdrawals and deposits via bank branches, in addition to the days stated under I the following days are also not Working Days: Ascension Day, Whitsun (and Whit Monday), 21 July, 15 August, 1 November, 11 November. E. Limits Depending on the payment service and/or the method for issuing the payment instruction, payment limits 5

6 may apply. The relevant limits are stated below and apply unless agreed otherwise. A. ATOS WORLDLINE debit card: Withdrawal from EUR 510 per day/per card cash dispenser Withdrawal from cash dispenser Purchases Account limit EUR 1260 per week/per card EUR 2510 per week/per card EUR 3760 per week/per account (i) The time of receiving the payment instruction by the Bank if it is before the agreed cut-off time on a Working Day. If the time of receiving the payment instruction is not on a Working Day or if this payment instruction is after the agreed cutoff time, at the latest on the next Working Day; or (ii) The agreed date for the execution of the payment instruction by the Bank and the Client. If this day is not a Working Day, the payment instruction will be considered to have been received on the next Working Day. For payment instructions sent by post, the B. Mastercard: Withdrawal from cash dispenser Purchases EUR 620 per 4 days/per card no daily or weekly limit following applies as the time of receipt: The time stated on the receipt stamp of the post room at the department of general affairs. For payment instructions sent by fax: the automatic time stamp on the incoming fax. F. Cut-off times and time of receipt of payment instructions The time of the receipt of a payment instruction is: All payment instructions have to be received by the Bank before the times given in the table below to be considered as having been received on this Working Day: Currency Payment instruction received by the Bank before: (on paper as well as electronic) EUR - SEPA (mentioning BIC & IBAN) 10:00 EUR - Domestic payment (without mentioning BIC & IBAN) 12:00 EUR - Foreign payment 15:00 GBP 15:00 CHF 10:00 DKK 10:00 SEK 10:00 NOK 10:00 USD 15:00 6

7 Overview of Direct Debits (DOM 80): payment currency Payment instruction on paper received by the Bank before: Central European time Payment instruction via E-banking: Isabel or ABN AMRO E-Banking received by the bank before: Central European time EUR Not applicable on the Working Day before the intended execution date G. Payment instructions execution period Maximum execution periods: Payment instruction TO A DOMESTIC ACCOUNT: Electronic payment instruction in the Bank in Belgium Beneficiary account credited D Electronic payment instruction to an account outside D + 1 the Bank in Belgium Payment instruction on paper D + 2 TO AN ACCOUNT IN ANOTHER MEMBER STATE OF THE EEA: Electronic payment instruction in EUR or other currency of the EEA D + 3 Vanaf : D + 1 All other payment instructions D + 4 Vanaf : D + 2 FOR PAYMENT INSTRUCTIONS THAT LEAD TO PAYMENTS THAT REQUIRE A NUMBER OF CURRENCY EXCHANGES, DIFFERENT EXECUTION PERIODS MAY APPLY. FOREIGN PAYMENT INSTRUCTIONS TO STATES OUTSIDE THE EEA: The Bank will provide more information on this on request. The Bank will provide more information on this on request. D = working day on which the payment instruction is considered to have been received, with the cut-off times taken into account. EEA = the countries of the European Union plus Norway, Iceland and Lichtenstein. H. Prices The price lists form an integral part of the general banking terms of the Bank and are given to the Client when a bank account is opened, on request and whenever the prices are changed. The price lists are also available to the Client in every branch of the Bank. The applicable prices are also published on the Bank s website 7

8 I. Exchange rates The exchange rates for giro payments and for converting bank notes into foreign currency can be requested from the bank. Direct withdrawals or deposits of foreign currency bank notes from/to a foreign-currency account are not possible. A conversion is required at the rates for both giro and bank note transactions. J. Value dates Value dating is the method that determines the day on which a credit or debit counts for the interest calculation on the balance of the account. This day is called the interest date or value date. For payment transactions, as mentioned in the General Banking Terms for Individuals under Title VIII, and credit card transactions in euros or another currency of an EEA country, the interest date is equal to the date of debiting or crediting the payment account. Belliardstraat 15-17, bus Brussels Tel.: Fax: Ombudsman@OmbFin.be website: If you are of the opinion that you did not obtain a satisfactory solution to your complaint or remark you can also contact Algemene Directie Controle en Bemiddeling at de Federale Overheidsdienst Economie, K.M.O., Middenstand en Energie (Directorate-General for Supervision and Mediation of the Federal Public Department of the Economy, SME s, the Self-Employed and Energy), at the address WTC III, Simon Bolivarlaan 30,1000 Brussels, Belgium, telephone (+32) , fax (+32) , eco.inspec.fo@ economie.fgov.be. Forms can be found at the following address: K. Questions and/or problems In the event of questions and/or problems you can contact your usual contact person in the bank. If you are not satisfied with the answer obtained, you can submit your complaint in writing to the ABN AMRO Bank NV, Compliance Department, Roderveldlaan 5, bus 4, 2600 Berchem, Belgium. If you do not agree with the bank, you can contact the Ombudsman for the financial sector, Jacques ZEEGERS, or the permanent representative for consumer interests, Pamela RENDERS, 8

9 , headquarters Gustav Mahlerlaan 10, 1082 PP Amsterdam CoC Amsterdam Roderveldlaan 5 bus 4, 2600 Berchem - RPR VAT BE Account number ABN AMRO: BIC : ABNABE2AIPC, IBAN : BE