First aid kit

1

Can't find your card anymore/have you lost your card?

Block the card urgently. You can do it in several ways:

BT Pay/Card Selection/Settings/Card Blocking;
BT Visual Help (0264 308 000/Access link received via SMS/Card blocking and card reissue request);
BT24 Mobile Banking/Cards/Change the status of the card;
BT24 Internet Banking/Cards/Card view/Change card status.;
NeoBT/Products/My cards/choose the card and then the option Block/unlock a card;
Or call us at 0264 308 028, our colleagues at the Call Center are in positions 24/7.

Request a new card through the Call Center, directly in BT Visual Help (0264 308 000), when you crash or from any BT drive.

Check the transactions made with your card. You can do it through any of the following channels: Call Center, BT Visual Help, BT Pay, BT24 Internet and Mobile Banking, NeoBT or in any bank headquarters.

Do you have any transactions that you haven't made? They can be challenged, and we try to recover the amounts, as follows:

records the refusal to pay in BT Visual Help (call 0264 308 000/Access link received via SMS/Dispute transactions);
call us at 0264 308 028 (Call Center) or write to us at contact@btrl.ro;
or help you our colleagues in any BT unit.

2

Have you lost your card and blocked it already?

Request a new card through the Call Center, directly in BT Visual Help (0264 308 000), when you crash or from any BT drive.

Check the transactions made with your card. You can do it through any of the following channels: Call Center, BT Visual Help, BT Pay, BT24 Internet and Mobile Banking, NeoBT or in any bank headquarters.

Do you have any transactions that you haven't made? They can be challenged, and we try to recover the amounts, as follows:

records the refusal to pay in BT Visual Help (call 0264 308 000/Access link received via SMS/Dispute transactions);
call us at 0264 308 028 (Call Center) or write to us at contact@btrl.ro;
or help you our colleagues in any BT unit.

3

Have you lost / have your Internet Banking token stolen or the phone on which you had the Mobile Banking application installed? Has your login data been compromised?

If you have the method of logging in via SMS OTP and access to the phone on which you receive this code, reset your login password online, directly in the secure login page in BT24 / Neo BT.

Urgently request the blocking of the BT24/Neo BT Internet or Mobile Banking service by calling the Call Center (0264 308 028) or talking to a consultant in any BT unit.

Check the transactions together with our colleagues from the Call Center or from the BT unit.

Do you have any transactions you don't recognize? Then these transactions have to be announced, and we are trying to recover the amounts. It helps you:

our colleagues in the Call Center (call us at 0264 308 028) or write to us at the BT24@btrl.ro/ neo@btrl.ro (depending on which application you are using);
our advisors from any BT unit.

4

Do you think the money in your account ran out too quickly?

It's good to check your transactions, here are the alternatives:

Select the card you are interested in from the app and you can see the details of the transactions made with that card;

Call: 0264 308 000/Access link received via SMS/Accounts and Transactions and then choose the account for which you want to see the transactions in the last 3 days, including the amounts blocked on the account (from transactions that have not yet been settled);

Do the following steps – Products/My Accounts or My Cards/Transactions;

Go to the card you are interested in and you can see the details of the transactions made with that card through Apple Pay

Go to the My Accounts/Transaction Search menu;

Find out by SMS details about each transaction made with the card, how much money you have in your account after a card payment, but also when money enters your account;

Ino, Livia and Raul.

5

Have you received a suspicious e-mail or SMS asking you for personal data, card number or login data in Internet Banking BT24/Neo BT, but you have not entered them?

Notify us urgently about this message (at the Call Center 0264 308 028 or in any BT unit). We may ask you to send it to us.

Deletes that message/SMS. BT will never ask you for such data via email/SMS and these are possible fraud/phishing attempts.

6

Did you access a phishing email or a suspicious/malicious link and enter your card details?

Has anyone asked you for your card details on WhatsApp/ on OLX/ on different social networks?

Block the card urgently. You can do it in several ways:

BT Pay/Card Selection/Settings/Card Blocking;
BT Visual Help (0264 308 000/Access link received via SMS/Card blocking and card reissue request);
BT24 Mobile Banking/Cards/Change the status of the card;
BT24 Internet Banking/Cards/Card view/Change card status.;
NeoBT/Products/My cards/choose the card and then the option Block/unlock a card;
Or call us at 0264 308 028, our colleagues at the Call Center are in positions 24/7.

Request a new card through the Call Center, directly in BT Visual Help (0264 308 000), when you crash or from any BT drive.

Check the transactions made with your card. You can do it through any of the following channels: Call Center, BT Visual Help, BT Pay, BT24 Internet and Mobile Banking, NeoBT or in any bank headquarters.

Do you have any transactions that you haven't made? They can be challenged, and we try to recover the amounts, as follows:

registers the refusal to pay in BT Visual Help (call 0264 308 000/Access the link received through SMS/ Contesting transactions);
call us at 0264 308 028 (Call Center) or write to us at contact@btrl.ro;
or help our colleagues in any BT unit.

7

Have you accessed a Phishing email or a malicious link and entered your login details in Internet Banking?

If you have the method of logging in via SMS OTP and access to the phone on which you receive this code, reset your login password online, directly in the secure login page in BT24 / Neo BT.

Urgently request the blocking of the BT24/Neo BT Internet or Mobile Banking service by calling the Call Center (0264 308 028) or talking to a consultant in any BT unit.

Check your transactions with our colleagues at the Call Center or the BT unit.

Do you have any transactions you don't recognize? Then these transactions have to be announced, and we are trying to recover the amounts. It helps you:

our colleagues in the Call Center (call us at 0264 308 028) or write to us at the BT24@btrl.ro/ neo@btrl.ro (depending on which application you are using);
our advisors from any BT unit.

It also uses specialized IT support for checking and devirusing the station / device.

8

Have you lost the phone on which you had the BT Pay, Apple Pay, Google Pay or Garmin Pay app installed?

Urgently block the card: call us at 0264 308 028, our colleagues at the Call Center are on phase 24/7 or come to any BT unit.

Check the transactions made with your card, through any of the following channels: Call Center, Internet and Mobile Banking BT24/ Neo (if you still have access) or in any of the bank's offices.

Do you have transactions that you don't recognize? Then these transactions must be announced, and we are trying to recover the amounts. It helps you:

our colleagues in the Call Center (call us at 0264 308 028) or write to us at the BT24@btrl.ro/ neo@btrl.ro (depending on which application you are using);
our advisors from any BT unit.

9

Did you receive an SMS from BT with a verification code that you didn't request?

Do you have any transactions you don't recognize? Then these transactions must be announced, and we are trying to recover the amounts. It helps you:

our colleagues in the Call Center (call us at 0264 308 028) or write to us at the BT24@btrl.ro/ neo@btrl.ro (depending on which application you are using);
our advisors from any BT unit.

10

You found money at the ATM, what should you do?

If, for example, you found an amount in the money slot of our ATM, don't consider it your lucky day. Go with the money to our colleagues from (any) agency, who know what they have to do next. If our agency is closed, it is best to notify the police.

How can it happen that money remains in the slot? Inadvertently. It is possible that before you a customer will leave the ATM without completing the withdrawal / deposit of money.

11

Did you find another person's card?

Please let us know urgently (0264 308 028, Call Center) or come to any of our offices to pick it up to our colleagues.

High waiting time!

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BT Visual Help

Can't find your card anymore/have you lost your card?

Have you lost your card and blocked it already?

Have you lost / have your Internet Banking token stolen or the phone on which you had the Mobile Banking application installed? Has your login data been compromised?

Do you think the money in your account ran out too quickly?

Have you received a suspicious e-mail or SMS asking you for personal data, card number or login data in Internet Banking BT24/Neo BT, but you have not entered them?

Did you access a phishing email or a suspicious/malicious link and enter your card details?

Have you accessed a Phishing email or a malicious link and entered your login details in Internet Banking?

Have you lost the phone on which you had the BT Pay, Apple Pay, Google Pay or Garmin Pay app installed?

Did you receive an SMS from BT with a verification code that you didn't request?

You found money at the ATM, what should you do?

Did you find another person's card?