BT Visual Help has a new option for card management

🔸 Record number of interactions in the app in November: around 100,000 🔸

BT Visual Help comes with a new and useful option to better manage cards and money in case customers need to dispute a card transaction. Thus, people contacting the BT call center team are guided to the self-banking platform - developed together with the fintech CallVU (Israel) - the Transaction Dispute option. Since the launch in 2019 and to date, BT and CallVU have continuously expanded the range of options for individual and corporate customers.

The figures show that the pandemic has significantly accelerated the use of the phone banking app, with customers no longer having to come to the bank. In November this year, BT Visual Help recorded a record number of interactions, almost 100,000, which is 8 times more than in February this year. 70% of monthly sessions are initiated by new users.

For customers in a position to dispute a card transaction, the steps are now simpler: 

With the new option, certain transactions made with a physical or digital card, at an ATM, POS or online can be declined for payment. The steps are as follows: 

• Calling the phone number:
  • 0264 308 000
  • Or 0264 308 028 / Select BT Visual Help option
• Accessing the link received by SMS
• Login
• Accessing the Dispute Transactions option in BT Visual Help and the steps indicated for completion

Other self-banking options via BT Visual Help:

• Transaction history for each BT current account (for 3 days);
• Requesting account statements;
• Information about instalment payments with our STAR cards;
• Blocked amounts/amounts to be paid out of the account for card transactions or at other banks' POS;
• Details of payment obligations for BT credit cards;
• Account information - from IBAN, account amount, currency, number of STAR points;
• Download the list of IBANs;
• Temporary or permanent blocking of cards;
• Requesting the reissue of a card after definitive blocking;
• Change of transaction limits with bank cards;
• Directions to other BT solutions for #bankingreadiness.

Banca Transilvania is the leader of the card market in Romania, with almost 4.3 million cards, of which 525,000 are credit cards. 1 out of 4 cards issued by Banca Transilvania is in digital format, in BT Pay, Apple Pay, Google Pay, Fitbit Pay and Garmin Pay. Every second, on average, 12 transactions take place with the bank's cards.

Banca Transilvania & CallVU

About Banca Transilvania

Banca Transilvania is the largest bank in Romania and the main financier of the economy. With a history started 27 years ago, BT has almost 18% market share, 3.2 million customers, 3 business lines, over 9,000 staff, state-of-the-art online banking solutions and 500 branches in 180 locations. It is the only Romanian banking brand in the Brand Finance Banking 500 ranking (2020). Beyond banking, Banca Transilvania wants to have a positive impact in Romania, both for people, business and environment. For more details, visit www.bancatransilvania.ro, the BT Blog and the bank's Twitter profile.

About CallVU

CallVU, a leader in digital customer engagement, helps global companies increase operational efficiency and deliver positive customer experiences through digital transformation. CallVU's advanced platform is deployed by leading global companies and supports them to automate a wide range of service, sales and customer support processes. By transforming every customer interaction into customer engagement, CallVU solutions enable companies to increase digital content usage, facilitate faster resolution of customer requests and increase sales conversions . www.callvu.com