We are here for you, whether you are our client or not. We appreciate the feedback received and view it constructively, because it helps us to be better for you.
To contact us, you can choose any of the following communication channels:
1. Completing the contact form on our website;
2. By call – Contact Center Service: 0264 308 028, *8028 (callable from any national network, fixed or mobile);
3. Social Media: Facebook
4. Personal, at any branch/BT agency;
5. In writing, by the address submitted at any BT branch/agency or sent to our Headquarters (Cluj-Napoca, Cluj, Calea Dorobanților St. no. 30-36, 400117).
Please provide your identification details (e.g. full name, personal identification number, client code, etc.), the product/service or the BT branch where the interaction took place so that we can assist you with any clarifications.
Our commitment is to provide you with the necessary support in a friendly and solution-oriented manner that we identify.
Stages:
- We confirm receipt and registration of the complaint;
- Your complaint is managed using a centralized system and by dedicated specialists. We are prepared to assist you regardless of the products contracted with BT and for any situation encountered in collaboration with us.
- We carry out specialized checks, analyze the information received from you and that available to us.
- We seek solutions, approve them, and prepare them so they can be proposed to you wherever necessary.
- If the situation requires, we act to make the necessary changes, according to the request received from you and the conclusions of our analysis.
- Sometimes, despite all our efforts, the reported situation has a partial resolution or refers to a past situation that cannot be changed. In such cases, we include in the response details that show our willingness to learn, to be better, to continue thinking about solutions for the future.
- We come back with an official response, which we want to be as close as possible to your expectations. This contains information regarding the reported situation, details regarding the steps taken by us, and the solutions we can offer you. We try that, through the response provided, even the most complex or technical aspects are explained in a manner as friendly and efficient as possible.
- We are making efforts to respond to you faster than the legal term of 30 calendar days, within 15 days or less.
- In specific cases, if the reported situation requires lengthy verifications, consultation of archived documents, or involves other entities outside BT, we will inform you about the status of the request.
- The complaints we receive are brought to the attention of the bank's management periodically to ensure that we are always in step with you and your needs.
We hope that the information we provide in response brings the necessary clarifications and we remain at your disposal.
At the same time, you have the right to resort to extrajudicial mechanisms for the amicable resolution of disputes, such as those offered by the Alternative Dispute Resolution Center in the Banking Field (CSALB), according to the legal provisions in force. Also, you can address the institutions and authorities competent in handling consumer complaints, namely the National Authority for Consumer Protection (ANPC).
Thank you for your cooperation,
BT Team
