11/03/2015 Merger of Emporiki Bank Cyprus Ltd with Alpha Bank Cyprus Ltd With reference to the merger procedure of Emporiki Bank - Cyprus Limited to Alpha Bank Bank Cyprus Ltd, a number of questions and answers has been prepared in order to ensure the best possible service for customers of Emporiki Bank Cyprus Limited. The merger of the two banks is expected to be completed on March 30 th 2015. Therefore, all branches of Emporiki Bank Cyprus Ltd will close down and all active and dormant accounts will be transferred to Alpha Bank Cyprus Ltd electronic system. General Questions - Accounts What will happen to my accounts? All deposit/ current accounts will be transferred to Alpha Bank Cyprus Ltd electronic systems with their balance on the day of transfer. The applicable rates and relevant account characteristics will remain unchanged. What will happen to my credit facilities? All credit facilities will be transferred to Alpha Bank Cyprus Ltd electronic systems with their balance on the day of the transfer and where applicable, will continue to be repaid from your preferred account by a direct debit that will automatically be set up for this purpose. Will my account number change? Yes, all account numbers will change. Following the completion of the bank accounts automatic transfer, you will receive a relevant letter informing you of your new account numbers, as well as the corresponding International Bank Account Numbers (IBAN). You will also be informed of the name and the contact details (address, telephone number and electronic address) of the Alpha Bank Cyprus Ltd Branch where your accounts have been transferred. How will my bank statements be affected? During the month in which the bank accounts transfer will be affected, you will receive two statements for all your accounts, as follows: An account statement from Emporiki Bank Cyprus Ltd covering the period from the last issued statement up until March 27 th 2015 (last day of operation for Emporiki Bank Cyprus Ltd). An account statement from Alpha Bank Cyprus Ltd covering the remaining period up until March 31 st 2015. Subsequently, you will receive account statements according to the relevant statement frequency specified for your account. Please note that the account statements will now bear the logo and details of Alpha Bank Cyprus Ltd as well as your new account and IBAN number. The previous account number that was used at Emporiki Bank Cyprus Ltd will also appear on the Alpha Banks Cyprus Ltd bank statements for reference purposes. What about the chequebook holders? Provided that specific conditions are met, Alpha Bank Cyprus Ltd will issue new chequebook to existing holders in which the new bank account number will appear, at no charge. How can I receive my new chequebook? Your new chequebook will be available for collection from 6 April 2015 onwards, upon returning the Emporiki Bank Cyprus Ltd chequebook that you have in your possession, at the Alpha Bank Cyprus Ltd Branch where your account will be held. 1
What will happen to Emporiki Bank Cyprus Limited already issued cheques? Already issued cheques of Emporiki Bank Cyprus Limited will be accepted until December 31 st 2015. My account is connected to Standing Orders and SEPA Direct Debit payments. Will these transactions continue to be executed? Standing orders and Direct Debits will automatically be transferred to the electronic systems of Alpha Bank Cyprus Ltd and they will continue to be executed normally. All necessary measures have been taken in order to ensure the smooth operation of your accounts and the payments connected to them. New Standing Orders and/ or SEPA Direct Debits that will be sent for the first time by any Organization (such as E.A.C) bearing the previous account number that was held by Emporiki Bank Cyprus Ltd, might not be executed. Therefore, in case you have already placed a request for a new standing Order and/ or SEPA Direct Debit through your previous account number at any Organization and you notice a failure in execution, you should settle your debt using other payment methods offered by that particular Organization (e.g. JCCSmart, payment directly to the Organization). What about my remittances? Incoming remittances, whether international or local, will be transferred automatically to your new Alpha Bank Cyprus Ltd account. What will I have to do to ensure the consistency of my remittances? You should inform the associates from whom you may receive remittances, of the change in Alpha Bank Cyprus Ltd SWIFT/BIC code (ABKLCY2N), as well as the international bank account number (IBAN), of which you will be advised in a separate letter. What will happen to payment instructions by fax? In order to ensure the safe receipt and processing of genuine and duly authorized instructions, as of the 30 th March 2015, instructions received by fax must contain the test key codes (Test Keys) in addition to the authorized signatures, as mentioned in the Bank s Terms and Conditions. The Bank s Terms and Conditions are available through the Branch Network or the Bank s website. What are the Test Key Codes and how can I receive them? Security Test Key Codes are the codes used in each payment instruction given by fax, in order to provide further security for the transaction. For the issuance/ receipt of such codes you have to submit an application. For further information on the operation of the service, the cost as well as the submission of the relevant application, you shall contact your cooperating Branch. What will happen to my safe deposit box that I maintain at Emporiki Bank Cyprus Ltd? We will arrange and make sure that the safe deposit box maintained at Emporiki Bank Cyprus Ltd will be moved from Egkomi Branch of Emporiki Bank Cyprus Ltd to Stylianou Lena Branch of Alpha Bank Cyprus Ltd. The relocation will be conducted by G4S Company escorted by the police for security purposes. In case where you would prefer to transfer your personal belongings stored in the safe deposit box, on your own, you need to arrange the collection from Egkomi Branch by the 26 th of March 2015 and take care of their repositioning in the safe deposit box at Stylianou Lena Branch of Alpha Bank Cyprus Ltd, from 30 th of March 2015 and onwards. What happens if I don t need a safe deposit box anymore? If you do not wish to maintain a safe deposit box anymore, you have the right to cancel the contract you have signed with the Bank. Are there any changes in the bank charges or the terms and conditions of the transactions governing the operation of my accounts? The Terms and Conditions governing the operation of your accounts from March 30 th 2015, as well as the Bank s Charges Catalogue, are available through the Branch Network or the Bank s website, at www.emporikicyprus.com. 2
Which will be the last day of operation of Emporiki Bank Cyprus Ltd Network? The last day of operation for the Branch Network of Emporiki Bank Cyprus Ltd will be the 27 th of March 2015. From the date of your accounts transfer and onwards, you will be able to conduct all your banking transactions and services through the expanded network of Branches, Units and Automated Teller Machines (ATM) of Alpha Bank Cyprus Ltd. Further information regarding Alpha Bank Cyprus Ltd Network can be found in Alpha Bank Cyprus Ltd website, at www.alphabank.com.cy. Debit and Credit Cards What will happen to my Debit and Credit Cards? The current Emporiki Bank Cyprus Ltd credit and debit cards will be replaced by the corresponding Alpha Bank Cyprus Ltd card product, as follows: Credit Cards EMPOROKARTA VISA GOLD GOLD ALPHA BANK VISA EMPOROKARTA VISA CLASSIC SILVER ALPHA BANK VISA EMPOROKARTA VISA ELECTRON SILVER ALPHA BANK VISA Debit Cards EMPOROKARTA VISA DEBIT ALPHA BANK ENTER VISA ELECTRON When will my new debit or credit card be issued? Your new card will be issued and sent to your current cooperating Branch around March 10 th 2015. You will be notified by telephone for its collection. How can I receive my Personal Identification Number (PIN) for my new card? The card s personal identification number (PIN) will be sent to you by mail the week beginning March 16 th 2015. Will I be able to use my new card immediately? Unfortunately you will not. For your own safety, the new card that will be issued and collected by you will not be activated. When and how can I use my new card? Upon collection of the new card from the Bank, you will be advised of the exact date and time of its activation. Additionally, you will be informed through a text message (SMS) on March 27 th 2015 with details of exactly when your new card will be ready for use. Will I be able to use my current Emporiki Bank Cyprus Ltd card as well? Upon activation of your new card, it will no longer be possible to use your existing Emporiki Bank Cyprus Ltd card. Will I be able to use my card in the last weekend before the integration of the two Banking systems? On March 27 th 2015, for a brief period of time between the hours of 14:00 17:30, there is a possibility that the operation of your Emporiki Bank Cyprus Ltd card will be interrupted, just before and in order for the activation of the new card to take place. What happens if I am already an Alpha Bank card holder? If you already have an Alpha Bank card you will be issued a new Alpha Bank card as a replacement for the Emporiki Bank Cyprus Ltd card. How will my card statements be affected? On the 27 th of March 2015 the last statement of your current Emporiki Bank Cyprus Ltd card will be issued and the balance will be transferred to the new Alpha Bank Cyprus Ltd card. On the 31 st of March 2015, the first statement will be issued from Alpha Bank Cyprus Ltd, with the balance transferred from Emporiki Bank Cyprus Ltd card as the initial balance. 3
Will my card be included in any Reward Schemes? After the integration of Emporiki Bank Cyprus Ltd banking system with the Alpha Bank Cyprus Ltd platform of information systems and processes, your cards will automatically be included in Alpha Bank Reward Schemes: Alpha Higher Programme, Alpha Gold Rewards Programme. Further information in regards to cards and the Card Reward Schemes can be found in Alpha Bank Cyprus Ltd website, at www.alphabank.com.cy or at 22877477. What kind of services do Alpha Bank Automated Teller Machines (ATM) offer? Through Alpha Bank ATM network you will be able to enjoy all basic services offered by a bank with ease and security, as per your desire: Cash Withdrawal Cash or Cheques Deposit Transfer of money between accounts Check balances and statements Payment of a credit card through cash/ cheque deposit or through your bank account PIN Activation and/or change of PIN code Electronic Service I am currently a subscriber at the e.banking electronic service of Emporiki Bank Cyprus Ltd. Will the service maintain its operation? Your subscription to the e.banking electronic service of Emporiki Bank Cyprus Ltd will be transmitted through an automatic procedure to the corresponding electronic service, Alpha Express Banking, of Alpha Bank Cyprus Ltd. The exact date of the electronic system integration will be announced through an electronic message at e.banking service. What I must do about my company s subscription at the e.banking service of Emporiki Bank Cyprus Ltd? All personal and business subscriptions/ authorizations will automatically be transmitted to Alpha Express Banking electronic service of Alpha Bank Cyprus Ltd. Which steps should I follow to ensure the smooth operation of my electronic service? In order to ensure the smooth operation of your electronic banking service you should follow the below instructions: Visit the Alpha Express Banking electronic service, at https://aeb.alphabank.com.cy. Read the Useful Security Tips that appear on the computer screen and select Continue in order to proceed. Enter the existing user id and the personal identification number (PIN) that you are currently using, in the User ID and PIN fields respectively, and then select Login. Follow the instructions that appear on your screen and proceed to change your personal identification number (PIN). When the change of your personal identification number (PIN) is completed, you will be requested to accept the Terms and Conditions of Alpha Express Banking. Next, you will be asked to enter some Memorable Keywords for telephonic recognition purposes and following that, the connection to Alpha Express Banking electronic service will be completed. Whom should I contact regarding difficulties in connecting to the Alpha Express Banking service? For any information and/ or technical support regarding the Alpha Express Banking electronic service, you may contact: Any Alpha Bank Cyprus Ltd Branch The website www.alphabank.com.cy Telephone number 8000-3333 (free local calls) and +357 22 888610 (international calls) and through electronic mail at esupport@alphabank.com.cy. 4
Which are the Alpha Express Banking service online operating hours? As long as the System Status is Online, then the Alpha Express Banking is able to perform your transaction in real time. Hence, once the transfer/ payment is conducted in an Online period then the transaction is reflected to the remaining balances and displayed in any involved bank account statements. The online operating hours of Alpha Express Banking service are: Monday to Thursday: 00:00 17:30 and 22:00 23:59 Friday: 00:00 17:30 Saturday: 09:30 23:59 Sunday and Bank Holidays: 00:00 23:59 In contrary, while the System Status is Transit or Offline then Alpha Express Banking restores the instructions and executes them as soon as the status is Online. Up to that time, the transaction will appear as Pending. In order to maintain a proper update on the transactions that have been placed via Alpha Express Banking in addition to their status you may visit the Transaction History page on the Transactions menu. Will all my products be transferred to the Alpha Express Banking service? Through Alpha Express Banking you will be able to review and manage all banking products that were used to be connected to the e.banking service of Emporiki Bank Cyprus Ltd. What facilities does Alpha Express Banking offer? Through Alpha Express Banking (via Computer, Mobile phone or Tablet), you will be able to: Be informed for your balances, as well as the turnover and transactions of your accounts and cards after their transfer to Alpha Bank Be informed for your accounts and cards transactions that have been executed prior the integration of the banking systems of Emporiki Bank Cyprus Ltd with those of Alpha Bank Cyprus Ltd, for 2014 and 2015 Be informed on your Direct Debits and Standing Orders details Transfer funds between your own accounts as well as to any third party accounts held with Alpha Bank Cyprus Ltd Transfer funds to beneficiaries of other Banks in Cyprus Transfer funds to beneficiaries in Cyprus and abroad through SWIFT/ SEPA payments Perform payroll payments and other mass payments executed in real time Access BIC bank directory with an integrated search engine Have access to electronic vouchers (e-voucher), with the option to save or pint View images of your cleared cheques, with the option to save or print Create, edit and delete beneficiaries from your list Pay your utility bills, loans and credit card installments Pay your premium held with Alpha Insurance Place orders for new chequebooks Place orders for official copies of account statements Be informed on currency exchange rates Submit general instructions executed by your cooperating Branch (financial instructions, issuance of bankers drafts, new standing orders, order of statements of accounts, order of cheque cancellation, payment order amendments, fixed deposits renewal, notice accounts transfers, re-issue of card due to damage or wrong name, card activation, pin re-issue). How can I transfer funds and execute payments to third parties within or outside Alpha Bank Cyprus Ltd? An essential requirement for conducting such transactions is to activate the Additional Password Services. The use of the Additional Password Services combined to the Security Password, the Subscriber s Access code as well as the PIN code, contribute to the subscriber s significant identification and protection. The single, unique password created each time can be used only once and is based on an algorithm which is exclusive for each device/ application. 5
Alpha Bank gives you the opportunity to activate the Additional Password Services, in case you would like to, by choosing between the "smartphone token application which is related to smartphones or tablets supported by ios, Android, or Windows Phone operating software systems, as well as the One Time Password Device (OTP Token Device). The order of the above choices of One Time Password Device can be made through the Alpha Express Banking or any Alpha Bank Branch. Communication For any information, queries or clarifications you may have regarding the operation of your accounts, you may contact your cooperating Branch. Please be assured that we are making every effort to make the conversion of your accounts from Emporiki Bank Cyprus Ltd to Alpha Bank Cyprus Ltd as smooth and convenient as possible, and promptly answer any questions you may have during this transition period. Please do not hesitate to call us or visit your cooperating Branch anytime. 6