People wishing to contact the BT Customer Care & Contact Center team by phone can find out in advance on the bank's website, on the BT Help page, in real time, the average waiting time.

The call centre team is the first line of contact for customers contacting BT, including to apply for deferment of instalments, a facility that can benefit people affected by the current social and economic context:

• This period means an average of 20,000 phone calls/day for the call centre, twice as many as usual. Until recently, the average was three times higher.
• The waiting time to get in touch with one of our colleagues by phone has increased about three times. Customer calls take longer because customers need more details and support.
• The team is on the barricades 24/7.

The phone call is the main communication channel chosen by BT customers when they contact the Call Center team. It also offers assistance through two other channels: email (contact@btrl.ro) and video chat (for NEO customers).

The following are the alternatives for remote information: 

• Bank website;
• Ask BT, the platform with questions and answers about BT products and services;
• BT Help page, where all self-banking solutions are presented: chatbots, apps, multifunctional ATMs.

Banca Transilvania announced in March this year that the status of requests for deferment of instalments is presented on the bank's website, so customers can find out the number of requests, the number of solutions, as well as the number of positive and negative answers. Of the more than 29,000 requests that are up to date, more than 25,000 have been resolved so far, with 95.5% of BT's response being positive.