Terms and conditions of use - BT Visual Help

1. BT Visual Help and acceptance of the platform usage

These terms and conditions applicable to the BT Visual Help platform (hereinafter referred to as the "Terms") constitute a legal contract entered into 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 Privacy Notice regarding the processing of personal data within 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 of your personal data within the platform by the operator Banca Transilvania as mentioned in Information note regarding data processing personal within BT Visual Help, you have the option to no longer use the platform. In this case, you can request the call to be taken over by a Call Center agent.

The present terms are supplemented by the General Business Conditions of BT applicable to Natural Persons and Legal Entities, a document available on the Bank of Transylvania's website.

To be able to become „user” al platformei, respectiv pentru a avea posibilitatea de a vizualiza opțiunile disponibile și/ sau beneficia de serviciile prezente în cadrul platformei BT Visual Help, este necesar sa fiți client natural or legal person resident of Banca Transilvania, respectively to have at least one current account opened and a 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 abusively.

2. What is BT Visual Help?

BT VISUAL HELP is a digital platform, accessible by phone call to 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 is ended or at 0264 308 028 - the client receives 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 which the following actions can be performed:

redirect to the option to modify 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 years old or are over 18 years old at the time of accessing the platform and who have logged in with CNP or CNP + CUI
temporary or permanent blocking of cards (including initiating card reissue requests, in the case of cards that are permanently blocked from the platform).
view account and transactions menu
view and download IBAN list
view and download portfolio sheet income from interest
request bank statement by email for clients 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 card transaction
view garnishment option and request release of due amount
direction towards useful links from the BT website or towards other institutions in the financial domain (e.g. Credit Bureau site)
referral to Call Center by phone or chat
customized view of personal credits and savings
customized information view regarding outstanding amounts 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, loan repayment, generation of repayment schedule, for clients authenticated with BT Pay, , as well as 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
view general or customized information messages
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"
video instruction viewing for BT Pay web
card and non-card fraud reporting

Using this platform, the client, mobile phone owner and with internet access, can perform these actions by 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 options 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.
Registration and user identification
In order to use the BT Visual Help platform, the user must be identified as a natural person bank client, account holder, or legal representative of the legal entity client, BT account holder. For this purpose, it is necessary to provide: personal numeric code or tax code (BT Italy) for identifying the above qualities and, in addition, VAT number, 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/tax code, Banca Transilvania will identify and authenticate the user in its system as the account holder, he 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 numeric code (CNP) and the unique identification code (CUI) of the company, Banca Transilvania will identify and authenticate the user in its system as the legal representative of the company, he/she will be able to carry out 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 given the opportunity to contact a Call Center agent to carry out 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 trading limits on the cards issued by the bank, as well as temporarily block or permanently block the cards. Following the permanent blocking action of the card, a user can request, from the BT Visual Help platform, its reissuance, a request on the basis of which they will receive a new card at the chosen BT unit, which will replace the permanently blocked card.

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

The user is given the possibility to block any card issued on accounts opened at BT in their name, as an 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 reissue request.

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

By temporary blocking is understood the action after 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 it is understood the action following which the status of a card is changed, resulting in its cancellation. The permanently blocked card can no longer be used or unblocked, requiring a request for a new card.

Card reissuance – only for users who have turned 18 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 for reissuing is displayed to the user at the time of submitting the request, who has the option to either complete the reissue or cancel if they do not agree with the cost associated with reissuing (in which case they can access the card list or the main menu).

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

In the event that, after the permanent blocking of the card on the platform, the user does not choose to submit the card reissue request (as a continuation of the blocking action), this request will not be available subsequently on the platform for the respective card (permanently blocked). In this case, the user can request a new card which replaces the permanently blocked card, by calling the Call Center service or at BT branches.

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 older 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 company's legal representative 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 the accounts and transactions menu

The user is given 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
the history of the last 3 days of transactions on accounts - all amounts entering/ leaving the account will be displayed with: transaction date, details, reference, currency) for users who do not have BT Pay
viewing transactions in installments for credit card accounts (merchant name, reference number, transaction date, monthly installment amount, number of installments to be paid, currency, total transactions in installments);
viewing blocked amounts (total and detailed) from: card transactions in the process of settlement, arrears, garnishments, problematic collections (amount, currency, details, blocking date, blocked amount expiration date);
viewing the amounts of installment payment transactions with a credit card;
viewing current payment obligations (minimum turnover, maximum turnover, deposited amount, due date, number of delays.

D. View and you can download your IBAN list

The user is offered the option to view and download to his phone a pdf document containing the list of his 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 by 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 FAQ 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, legal entity data update, appointment in unit, operation details and bank transfers in IntrebBT, Star points information, BT fees and commissions brochure , BT Pay, online credit personal needs, credit online imm, Appendix 5-garnishment certificate.

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

The user who is 18 years old or older is offered the possibility to register a dispute request for a card transaction for one of the following reasons:

At the ATM/atm:

a) the atm did not dispense the requested amount

b) the ATM partially dispensed the requested amount

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) Unlocked guarantee

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 commission charge, in case of unfavorable settlement of a payment refusal: 9 RON/contested transaction or EUR/USD equivalent for foreign 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 or not there are active garnishments established on the account(s) (his/her accounts) 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 seized amount, in case there are active seizures on accounts.

I. View information about your 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 corresponding sections of the platform, as follows:

Within the option Information about my loans get information about:

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

Within the option My savings you obtain information about:

Deposits: deposit name, account number, currency, current amount, interest rate, establishment date, maturity date, interest to date, if 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 you can download the Interest Income Portfolio Sheet

The user is given the option to view and download to their phone a pdf document containing the Interest Income 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 they wish 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, closing installments, generating repayment schedule, for clients authenticated with BT Pay, respectively viewing balance, viewing transactions, downloading account statement, 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 in security and customer trust in using our services.

Q. See which products or services from the BT 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 they will have the opportunity to choose one of them. After the choice, a colleague from the Contact Center sales team will contact them to finalize the request

5. Declarations and warranties

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

you are obliged to notify BT immediately, without undue delay, when you notice the loss, theft, illegal appropriation or unauthorized use of your login data (Personal Numeric Code and mobile phone number declared in the records of Banca Transilvania for individuals, respectively Personal Numeric Code of the company's legal representative, mobile phone number of the legal representative declared in the records of Banca Transilvania, company identification code 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 full right, authority and capacity to exercise for accessing and using the platform;
that you are the account holder/ bank card holder in the case of individuals, and 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 obliged 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 suffer 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 false 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 wholly or partly 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 good practices;
that you will not infringe any rights provided by law, property rights, intangible rights, the right to confidentiality or the personal data of others;
that you will not use the content of the platform to resell, distribute or use the services offered;
by checking the corresponding boxes, 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 use of the platform by the user may occur in the following situations:

to user initiative, if they refuse access/ give up access to the platform and request the call initiated to the Call Center to be taken over by an agent;
at the bank's initiative, if it is found that the user does not comply with the rules of appropriate conduct that may cause damage of any kind to the bank, as well as the present Terms;
stop the business relationship between client and 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 obligated to provide any specific function/ option through the platform.

The bank can withdraw the platform, but in this case it will give users a notice of at least 30 days, except in cases where the withdrawal of the platform is imposed on us immediately by a legal provision or authorities.

It is possible to modify the present Terms and/or the Privacy Notice regarding the processing of personal data within BT Visual Help, with the updated version of these 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 longer. In the event that, after the launch of the platform, additional options are implemented and made available, these options will be subject to the same rules and conditions contained in the present 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 creation, platform content, and accessed audio-video materials are the property of the Bank. The exception is information, 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 undertakes 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 whole.

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 have thus acknowledged that the platform will not always operate without errors or continuously, and some imperfections will not be able to be corrected at the time they appear.

The platform user is solely responsible for the use of the platform, even if it is used by third parties, regardless of the reason that led to 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 third parties' access 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 people.

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 breach caused by viruses, errors, fraud, forgery, omission, interruption, malfunction, delay in operations or transmissions, computerized lines or network failure, or any other technical defect resulting from the use of the platform.

Thus, we will not be responsible for any loss or damage that we or you could not have reasonably foreseen 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 that you could have avoided by being careful or taking reasonable measures; or any loss or corruption of your content or other data of yours, if such loss or corruption is not caused by us or is not under our control within reasonable limits. We also inform you that Banca Transilvania is not 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 failure to capitalize on business opportunities or any other similar losses suffered by you as a result of the lack of use of the platform or the improper quality of the platform.

9. Applicable law

The terms and conditions for using the BT VISUAL HELP platform, as provided in this document, are governed and interpreted in accordance with Romanian law.

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

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

10. Assistance

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

*8028 Callable from any national network, landline or mobile

0264.308.028 Callable from any network, including international

11. Force Majeure and Fortuitous Case

Banca Transilvania is not responsible to the user for the non-fulfillment of any obligation in case of force majeure/fortuitous event and generally in the case of an event that is 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 event 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 unrest, 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 beyond its control.

Terms and conditions of use of BT Visual Help