We are here for you, whether you are our customer or not. We appreciate the feedback we receive and look at it constructively, because it helps us to be better, for you.
To contact us, you can choose any of the following communication channels:
1. By filling in the contact form on our website;
2. Through secure messaging in Internet Banking BT24;
3. By call – Contact Center Service: 0264 308 028, *8028 (callable from any national network, fixed or mobile);
4. Social Media: Facebook
5. Staff, at any BT branch/agency;
6. In writing, by the address submitted to any BT branch / agency or sent to our Headquarters (Cluj-Napoca, Cluj, 30-36 Calea Dorobantilor Street, 400117).
Please mention your identification data (e.g. full name, CNP, customer code, etc.), the BT product/service or branch where the interaction took place for which we can help you with any clarifications.
Our commitment is to provide you with the necessary support in a friendly and solution-oriented way that we identify.
Stages:
- We confirm the receipt and registration of the complaint;
- Your referral is managed using a centralized system and by dedicated specialists. We are ready to help you regardless of the products contracted at BT and for any situation encountered in the collaboration with us.
- We carry out specialized checks, analyze the information received from you and those at our disposal.
- We look for solutions, we approve them and we prepare them so that they can be proposed to you, wherever appropriate.
- If the situation so 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 situation reported has a partial resolution or refers to a situation from the past that cannot be changed. In such cases, we include in the answer the details that show our willingness to learn, to be better, to continue to think about solutions for the future.
- We come back with an official answer, which we want as close as possible to your expectations. It contains information on the situation reported, details of what we have taken and the solutions we can offer you. We try that, through the answer provided, even the most complex or technical aspects to be explained in a way that is as friendly and efficient as possible.
- We work hard to get you back to it faster than the legal deadline of 30 calendar days, in 15 days or less.
- In specific cases, if the reported situation requires lengthy checks, 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, at all times, 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 out-of-court mechanisms for amicable settlement of disputes, such as those offered by the Alternative Banking Dispute Resolution Centre (ABDRC), according to the legal provisions in force. You can also address the institutions and authorities competent in the management of consumer complaints, respectively the National Authority for Consumer Protection (ANPC).
Thank you for your cooperation,
BT team
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