Terms and conditions of use - BT Visual Help

1. BT Visual Help and acceptance of the use of the platform

The present terms and conditions valid for the BT Visual Help platform (hereinafter referred to as the "Terms") constitute a legal contract concluded between Banca Transilvania S.A. (hereinafter referred to as the "Bank" or "BT"), a credit institution established in Romania, with its registered office in Cluj-Napoca, Calea Dorobanților Street no. 30-36, Cluj County, registered at the Trade Register under no. J1993004155124, unique code RO 5022670 and you, as a user of the BT VISUAL HELP platform (hereinafter referred to as the "platform").

We recommend that you read these Terms in full before deciding whether to accept them, as well as the Information Note regarding the processing of personal data within BT VISUAL HELP.

If you do not agree with any of the provisions of the Terms or the Data Processing Notice regarding personal data on the platform, please do not access or use it.

If, at any time after accessing the platform, you decide that you no longer agree with these Terms or with the use on the platform of your personal data by the operator Banca Transilvania as mentioned in Information note regarding data processing personal within BT Visual Help, you have the possibility to no longer use the platform. In this case, you can request the call to be taken over by a Call Center agent.

These terms are supplemented by the General Business Conditions of BT applicable to Natural and Legal Persons, a document available at Bancii Transilvania website.

In order to be able to become „user” of the platform, respectively to have the possibility to view the available options and/or to benefit from the services present within the BT Visual Help platform, it is necessary to be client natural or legal person resident of Banca Transilvania, respectively to have at least one current account opened and one card issued by Banca Transilvania.

Banca Transilvania makes every effort against the improper use of this platform and its facilities. Banca Transilvania will monitor your use of the platform to ensure that it complies with these Terms and that the services are not used in an abusive manner.

2. What is BT Visual Help?

BT VISUAL HELP is a digital platform, accessible by phone call at the contact numbers of Transilvania Bank: direct: 0264 308 000 - the client receives an sms with the access link to the platform and the call ends or at 0264 308 028 - the client receives an sms with the access link and the call remains open until authentication on the platform (callable from any network, including international), or *8028 (callable from any national network, fixed or mobile ), dedicated to BT individual and corporate clients, through the use of which the following actions can be performed:

redirect to the option for modifying transaction limits in BT Pay at the level of each valid card, for users who have turned 18 or are over 18 at the time of accessing the platform and who have logged in with BT Pay
redirect in Call Center for modifying transaction limits at the level of each valid card, for users who have turned 18 or are over 18 years old at the time of accessing the platform and who have authenticated with CNP or CNP + CUI
temporary or permanent blocking of cards (including initiating card reissue requests, in the case of cards permanently blocked from the platform).
account and transaction menu view
view and download IBAN list
view and download portfolio sheet interest income
request account statement by email for customers who do not have BT Pay
obtaining general answers (FAQs) to the most frequently asked questions addressed in the Call Center
registration of a request to dispute a transaction made with the card
view garnishment option and request release of due amount
redirecting to useful links from the BT website or to other institutions in the financial field (e.g. Credit Bureau website)
referral to Call Center by phone or chat
customized information display about own credits and savings
view customized information regarding arrears related to non-card loans
view benefits and request activation of current account package
transfer in BT Pay via deeplink for the following actions: transfer between accounts, installment closure, generation of repayment schedule, for clients authenticated with BT Pay, , respectively balance viewing, transaction viewing, account statement download, deposit details, savings account details for clients who have BT Pay, regardless of the authentication method
feedback transmission at the end of the visual session
viewing general or personalized information messages
the possibility to view the benefits of some products/services and to express their intention to obtain debit cards, credit cards, overdraft, travel insurance in the section "Find out what suits you"
viewing video instructions for BT Pay web
card and non-card fraud report

Using this platform, the client, mobile phone owner and with internet access, can perform these actions themselves, without having to wait for the call to be answered by a Call Center agent.

3. How do you access BT Visual Help?

ReceptionSMS for accessing the BT Visual Help platform
You will receive on the phone number used an SMS containing a link to the BT Visual Help platform. The first step will consist of presenting and accepting the Terms and Conditions of use and the Information Note regarding the processing of personal data. Please read these documents carefully. You will need to accept the Terms and express your choices regarding your identification/authentication within the platform by checking the dedicated boxes in order to follow the necessary steps to use the services offered within the platform.
User registration and identification
To be able to use the BT Visual Help platform, the user must be identified as a client of the bank, an individual account holder, or the legal representative of the legal entity client who is the BT account holder. For this purpose, it is necessary to provide: the personal numeric code or codice fiscale (BT Italy) for identifying the above qualities and, in addition, the CUI, in case the platform is intended to be used for legal entity clients.
1. If based on the phone number from which the call is made and the CNP/fiscal code, Banca Transilvania will identify and authenticate the user in its system as an account holder, they will be able to perform the actions available within the platform.
2. If based on the phone number from which the call is made, the Personal Numerical Code (CNP) and the Unique Registration Code (CUI) of the company, Banca Transilvania will identify and authenticate the user in its system as the legal representative of the company, they will be able to perform the actions available within the platform.
3. If the user has not been identified in the bank's system based on the information used for identification purposes, they will be informed of this fact and will be offered the possibility to contact a Call Center agent to perform the desired actions.

Clients who have the updated BT Pay application will be offered the possibility to authenticate by receiving and approving a notification in BT Pay.

4. What can you do in BT Visual Help?

Through the BT Visual Help platform, users will be able to set transaction limits on the cards issued by the bank, as well as temporarily block or permanently block the cards. Following the action of permanently blocking the card, a user can request, through the BT Visual Help platform, its reissue, a request based on which they will receive, at the chosen BT branch, a new card that will replace the permanently blocked one.

A. Btemporarily or permanently locate the cards and request reissuing of permanently blocked cards

The user is given the possibility to block any card issued on the accounts opened at BT in their name, as the individual account holder. In the case of legal entities, only the legal representative is the user who is given the possibility to block any card issued on the company's accounts opened at BT. Also, for cards permanently blocked from the platform, the platform user can initiate the card reissuance request.

Temporary blocking the card – will allow the user to temporarily block the card.

By temporary blocking is meant the action as a result of which the status of a card is changed resulting in its temporary restriction. A temporarily blocked card can be unblocked in one of the following ways:

direct, from the BT Pay application
calling the BT Call Center service or
in any BT unit.

Permanent blocking a cardului – the user can permanently block the card.

Once the operation is confirmed, the user will no longer be able to use/unlock it, and it will be necessary to request a new card anytime at BT units or directly from the platform (only if the user chooses to request this, as a continuation of the card blocking action).

By permanent blocking is understood the action by which the status of a card is changed, resulting in its cancellation. The permanently blocked card can no longer be used or unblocked, and a new card must be requested.

Card reissuance – only for users who have turned 18 years old or are over 18 years old at the time of accessing the platform - will allow the user to request a new card, which they will pick up from the chosen BT unit, replacing the card permanently blocked through the platform. The fee related to reissuing is displayed to the user at the moment the request is taken, the user having the option either to complete the reissue or to cancel if they do not agree with the cost associated with the reissue (in which case they can access the card list or the main menu).

The request for card reissue is available on the BT Visual Help platform only if it is initiated by the user following the permanent blocking action of the card. Based on this request, the user will receive a new card at the chosen BT branch, which will replace the permanently blocked one.

In case, after the permanent blocking of the card on the platform, the user does not choose to proceed with the card reissue request (as a continuation of the blocking action), this request will no longer be available on the platform for the respective card (permanently blocked). In this case, the user can request a new card that replaces the permanently blocked card, by calling the Call Center service or at BT units.

B. Direction to BT Pay or Call Center for changing the daily transaction limits related to cards

The user who is 18 years old or over 18 years old is offered the possibility to modify the daily transaction limits related to the cards issued on the accounts held at BT, as an individual account holder through BT Pay or Call Center. In the case of legal entities, only the legal representative of the company is the user who is offered the possibility to modify the daily transaction limits related to the cards issued on the company's accounts held at BT through the Call Center

C. View account and transaction menu

The user is offered the possibility to access an accounts and transactions menu where they will view the following details about their own BT accounts:

account details: Account name, currency, IBAN, number of Star points for credit card accounts included in the Star BT loyalty program
historical transactions of the last 3 days on accounts - all amounts entered/exited the account will be displayed with: transaction date, details, reference, currency) for users who do not have BT Pay
viewing installment transactions for credit card accounts (merchant name, reference number, transaction date, monthly installment amount, number of installment payments, currency, total installment transactions);
viewing blocked amounts (total and detailed) from: card transactions in the process of settlement, arrears, garnishments, problematic collections (amount, currency, details, blocking date, expiration date of the blocked amount);
viewing the amounts from installment payment transactions with the credit card;
viewing current payment obligations (minimum turnover, maximum turnover, deposited amount, maturity date, number of delays.

D. View and you can download your IBAN list

The user is offered the option to view and download on their phone a pdf document containing the list of their IBANs.

E. Receive account statement to the email address declared in the relationship with the bank

The authenticated user with CNP is offered the option to request and receive at the email address declared in the relationship with the bank the account statement, both for the current account(s) and for the credit card account(s)

F. Get useful information about banking:

The user, in addition to the FAQs sections as answers to the most frequently asked questions addressed in the Call Center, is offered the possibility to access useful links from the BT website: update individual data, update legal entity data, appointment in unit, details of operations and bank transfers in IntrebBT, Star points information, BT fee and commission brochure, BT Pay, credit online personal needs, online credit imm, Annex 5-garnishment certificate.

G. Request a dispute of a transaction made with the card

The user who is 18 years old or over 18 years old is given the possibility to register their request to contest a card transaction for one of the reasons below:

At the ATM/atm:

a) the ATM did not dispense the requested amount

b) the ATM partially dispensed the requested amount

By card payment in stores and online/ POS and Ecommerce:

a) The payment was doubled

b) The amount was debited, but the payment was not successful

c) The payment was made in another way

d) Unreleased warranty

The user is informed that, for communications following the registration of the request and its resolution, only the contact details registered in relation to the bank (phone and/or email declared in relation to the bank) will be used. At the same time, the user acknowledges the charging of the commission, in case of unfavorable resolution of a payment refusal: 9 RON/contested transaction or the equivalent in EUR/USD for currency cards, as stated in the fee and commission brochure.

H. View garnishment option

The user (natural or legal person) has the possibility to check whether there are any active garnishments established on the account (their account(s)) or, for the legal representative, on the company's accounts.

Only for individual clients is there also the option to request the unblocking of a garnished amount, in case there are active garnishments on accounts.

I. View information about own credits and savings

The user who is a natural person and is 18 years old or over 18 years old has the possibility to view personalized information about their own credits and savings in the relevant sections of the platform, as follows:

Within the option Information about my credits get information about:

Non-card loans: loan name, account number, currency, installment amount, next installment date, date of last paid installment, loan maturity date, loan contract date, interest rate, interest type, initial loan balance, current loan balance
Arrears related to non-card loans
Credit cards: the name of the credit card account, the account number, the currency, the account balance, the number of points, payment obligations, installment transactions, the history of settled transactions from the last 10 days, and the history of amounts blocked from card transactions

Within the option My savings you get information about:

Deposits: deposit name, account number, currency, current amount, interest rate, establishment date, maturity date, current interest, whether it is capitalized for users who do not have BT Pay
Savings accounts: name of the savings account, account number, currency, current amount, interest rate, establishment date, current interest for users who do not have BT Pay

J. View and download the Income from Interest Portfolio Sheet

The user is offered the option to view and download on their phone a pdf document containing the Income from Interest Portfolio Sheet.

K. You are directed to a Call Center agent by phone or chat

The user has the possibility to select the channel through which he wants to receive support

L. View the benefits and request the activation of a current account package

After selecting the desired current account package, the user will be contacted by a consultant for the purpose of confirming and activating the package.

M. You are transferred to BT Pay via deeplink

Transfer in BT Pay via deeplink for the following actions: transfer between accounts, installment closure, generation of repayment schedule, for clients authenticated with BT Pay, respectively balance viewing, transaction viewing, account statement download, deposit details, savings account details for clients who have BT Pay, regardless of the authentication method.

N. Send feedback at the end of the visual session
At the end of the visual session, you can provide feedback regarding your experience on the platform and suggestions for improvement.

O. Displaying news and relevant information for the user
We present to the user, before displaying the Main Menu, relevant news or signal current issues. The user is thus informed in real time about important updates or current problems.

P. Report a fraud
We offer the user the possibility to be transferred to an agent to report or clarify a transaction they are unsure about, in order to maintain the increase of security and customer trust in using our services.

Q. See which products or services from BT's portfolio suit you best

The user with sales recommendations will see a maximum of 2 offers from the following list on the platform: Star Forte , Star Gold, Mastercard Gold Debit, Overdraft , Travel insurance. And will have the possibility to choose one of them. After the choice, a colleague from the Sales team of the Contact Center will contact him to finalize the request

5. Declarations and warranties

By accepting these terms, you declare and guarantee the following:

you are obligated to notify BT immediately, without unjustified delays, when you notice the absence, theft, illegal appropriation or unauthorized use of your login data (personal identification number and mobile phone number declared in the records of Banca Transilvania for individuals, respectively the personal identification number of the company's legal representative, mobile phone number of the legal representative declared in the records of Banca Transilvania, company registration number for legal entities).
you agree to notify BT immediately, without unjustified delays, in the same way regarding any other security breach related to the platform, of which you are aware.
that you have the right, authority and full capacity to exercise in order to access and use the platform;
that you are the account holder / bank card holder in the case of individuals, respectively the legal representative of the company for legal entities for which you access the platform;
that you are solely responsible for maintaining the confidentiality and keeping safe the data entered into the BT Visual Help platform. Furthermore, you are responsible for activities of any nature that take place on the platform, on your cards.
you are required to notify us immediately of any unauthorized use of your data or any security breach of which you become aware or which you should reasonably suspect. However, regardless of this notification, we will not be liable for any losses you may incur as a result of the unauthorized use of your data (whether such use occurs with or without your knowledge).
that you will not falsify or provide incorrect information about your identity or intentions regarding anything related to the platform;
that you will not transmit, distribute or offer any information or materials that are in whole or in part illegal, false, fraudulent or inappropriate, offensive or that violate public order and good morals;
that you will ensure and maintain the physical and logical security of the phone, according to the manufacturer's recommendations and best practices;
that you will not violate any rights provided by law, property rights, inalienable rights, the right to confidentiality or personal data of others;
that you will not use the platform content to resell, distribute or use the offered services;
by ticking the corresponding checkboxes, you confirm that you have read these Terms, that you agree with them and respectively with the processing of personal data mentioned in the content of the Information Note regarding the processing of personal data within BT Visual Help, for the purpose of using the platform;
by using the platform you will not violate any law or regulation of the country in which you reside, you being solely responsible for complying with all applicable local laws and regulations.
you have been informed that BT may suspend the use of Login Data in cases where it suspects the compromise of their security or the existence of unauthorized or fraudulent use.

6. Termination or modification of BT Visual Help

The termination of the platform use by the user may occur in the following situations:

at user initiative, if he/she refuses to access/ renounces accessing the platform and requests that the initiated call to the Call Center be taken over by an agent;
from the bank's initiative, if it is found that the user does not comply with the rules of appropriate conduct that may cause damages of any kind to the bank, as well as the present Terms;
cease the business relationship between the client and the Bank.

Also, the bank may suspend or modify the use of the platform immediately, for any reason, including when repair or maintenance work is required. The bank may add new functions within the platform and, at the same time, is not obliged to offer any specific function/option through the platform.

The bank may withdraw the platform, but in this case will provide users with a notice of at least 30 days, except in cases where the withdrawal of the platform is imposed on us with immediate effect by a legal provision or authorities.

It is possible to modify these Terms and/or the Information Note regarding the processing of personal data within BT Visual Help, with the updated version thereof being published on the bank's website. Users will be notified of any changes when accessing BT Visual Help. If the changes made do not meet your requirements, please do not use the platform any further. In the event that, after the platform's launch, additional options are implemented and made available, these options will be subject to the same rules and conditions contained in these clauses unless they benefit from conditions distinct from the present ones.

7. Intellectual property

The user expressly declares that they have acknowledged that all graphic creations, platform content, and accessed audio-video materials are the property of the Bank. Exceptions are made for information and graphic elements belonging to other entities, which are the property of the partners.

The user agrees that any software used in connection with the services offered through the platform contains confidential information and is subject to proprietary rights, being protected by laws regarding intellectual property rights, industrial property, and other applicable laws.

The user commits not to reproduce, not to copy, not to sell or exploit the services, information, and/or audio-video materials to which they have access as a result of using this platform, in part or in full.

The user is prohibited from modifying, copying, renting, transferring, lending, selling, distributing, or creating derivative materials based on the services or programs used within the platform.

8. What we are not responsible for

We provide BT VISUAL HELP only for your personal use or, as the case may be, for the legal entity you represent. You agree and acknowledge that the platform will not always function error-free or continuously, and some imperfections may not be corrected at the time they occur.

The platform user is solely responsible for the use of the platform, even in cases where it is used by third parties, regardless of the reason that caused the use of the platform by them. Banca Transilvania cannot be held responsible for the effects generated by the use of the platform by the user or third parties, for the costs generated by the use of the platform, or for the access of third parties to certain personal and/or confidential information or personal data through the platform. To limit potential damages caused by the use of the platform by third parties, Banca Transilvania recommends that you do not disclose your data to other persons.

Banca Transilvania cannot control the operating system of the phone used by you. Thus, Banca Transilvania is not responsible for any damages caused to the mobile phone, including, but not limited to, any security breaches caused by viruses, errors, fraud, forgery, omission, interruption, malfunction, delay in operations or transmissions, computerized lines or network failure, or any other technical malfunction resulting from the use of the platform.

Thus, we will not be responsible for any loss or damage that we or you could not reasonably foresee at the time you started using BT VISUAL HELP or that is beyond our control.

Also, we will not be responsible for:

no loss or damage (moral or patrimonial) due to non-compliance with these Terms;
no loss or damage you could have avoided by being careful or taking reasonable measures; or any loss or corruption of your content or your other data, if such loss or corruption is not caused by us or is not under our reasonable control. Also, we inform you that Banca Transilvania shall not be liable to you and/or to third parties for any direct or indirect damages including, but not limited to, loss of profit, unrealized gains and/or missed business opportunities or any other similar losses suffered by you as a result of the lack of use of the platform or the inappropriate quality of the platform.

9. Applicable law

Terms and conditions for the use of the BT VISUAL HELP platform, as set out in this document, are governed and interpreted in accordance with Romanian law.

In the event of a conflict/misunderstanding related to the use of the platform, we will attempt to resolve the respective conflict amicably, negotiations in this regard being governed by good faith.

All disputes shall be resolved by the competent courts of the municipality of Cluj-Napoca, except in cases where the applicable law specifies a different exclusive jurisdiction.

10. Assistance

If you have any problem related to the operation of the BT Visual Help platform, you can contact us at the email address contact@bancatransilvania.ro or at phone numbers:

*8028 Callable from any national network, fixed or mobile

0264.308.028 Callable from any network, including international

11. Force Majeure and Fortuitous Case

Banca Transilvania is not liable to the user for failure to fulfill any obligation in case of force majeure/fortuitous event and generally in the case of an event beyond its control, as well as for the operation and connection of other national or foreign networks and for their activities and actions in general.

Case of force majeure/fortuitous case can be, for example but not limited to: state of war (whether declared or not), armed conflict, revolution, insurrection, military or terrorist actions or threats, sabotage, civil disturbances, pandemics, strikes or other labor actions, laws, regulations, decisions or directives, natural disasters, earthquake, fire, explosion, solar or meteorological disturbances, public emergencies or any other event that is beyond its control.

Terms and conditions of use of BT Visual Help