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This page is automatically translated from Romanian into English.
Version in force from 31.05.2024
The present terms and conditions valid for the BT Visual Help platform (hereinafter referred to as the "Terms") constitute a legal contract concluded between Banca Transilvania S.A. (hereinafter referred to as the "Bank" or "BT"), a credit institution established in Romania, with registered office in Cluj-Napoca, Calea Dorobantilor Street no. 30-36, Cluj County, registered with the Trade Register under no. J12/4155/1993, 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 Notice on the processing of personal data within BT VISUAL HELP.
If you do not agree with any of the provisions of the Terms or the Information Note on 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 Banca Transilvania operator as mentioned in Information notice on data processing within BT Visual Help, you may stop using the platform. In this case, you can request a Call Centre agent to take your call.
These terms are completed with the General Business Conditions of BT applicable to Individuals and Legal Entities, a document available on the website of Banca Transilvania.
In order to become a "user " of the platform, i.e. to be able to view the available options and/or benefit from the services available on the BT Visual Help platform, it is necessary to be an individual or legal entity customer resident with Banca Transilvania, i.e. to have at least one current account open and a card issued by Banca Transilvania.
Banca Transilvania makes every effort against the misuse 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 misused.
BT VISUAL HELP is a digital platform, accessible by telephone call to the contact numbers of Banca Transilvania: directly: 0264 308 000 - the customer receives a text message with the access link to the platform and the call is closed, or 0264 308 028 - the customer receives a text message 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 customers, individuals and legal entities, through which the following actions can be performed:
Using this platform, the client, a mobile phone owner and with internet access, can perform these actions himself, without waiting for the call to be taken over by a Call Center agent.
You will receive an SMS on the phone number used containing a link to the BT Visual Help platform. The first step will be to display and accept the Terms and Conditions of Use and the Privacy Notice. Please read these carefully. You will need to accept the Terms and express your identification/authentication options on the platform by ticking the dedicated boxes in order to follow the necessary steps to use the services offered on the platform.
In order to be able to use the BT Visual Help platform, the user must be identified as a customer of the bank, an individual account holder or the legal representative of the legal entity customer holding a BT account. For this purpose, it is necessary to provide: the personal number code or codice fiscale (BT Italia) to identify the above qualities and, in addition, the CUI, if the use of the platform for legal entity customers is desired.
Through the BT Visual Help platform, users will be able to set transaction limits on cards issued by the bank, as well as temporarily block or permanently block cards. Following the permanent blocking action, a user can request, from the BT Visual Help platform, the reissue of the card, on the basis of which a new card will be delivered to the chosen BT unit, replacing the permanently blocked card.
A. Blocation of the cards temporarily or permanently and request the reissue of the permanently blocked cards
The user is given the possibility to block any card issued on accounts opened with BT in his/her 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 company accounts opened with BT. Also, for cards blocked permanently from the platform, the platform user can initiate a request to reissue the card.
Temporary card blocking – will allow the user to temporarily block the card.
Temporary blocking means the action of changing the status of a card resulting in temporary restriction. A temporarily blocked card can be unlocked in one of the following ways:
Permanent blocking of the card – the user can permanently block the card.
Once the operation is confirmed, the user will not be able to use/unblock it, and will have to request a new card at any time in BT units or directly from the platform (only if the user chooses to request this, as a continuation of the card blocking action).
Permanent blocking means the action of changing the status of a card, resulting in its cancellation. A permanently blocked card can no longer be used or unblocked and a new card must be requested.
Card reissue - only for users who are 18 or over at the time of accessing the platform - will allow the user to request a new card, which they will collect from their chosen BT unit, which replaces the card permanently blocked through the platform. The reissue fee is displayed to the user at the time the request is taken, and the user has the option of either completing the reissue or opting out if they do not agree with the cost associated with the reissue (in which case they can access the list of cards or the main menu).
The card reissue request is available on the Visual Help BT platform only if it is initiated by the user in continuation of the action of permanently blocking the card. Based on this request, the user will receive a new card in the chosen BT unit, which will replace the permanently blocked one.
If, after the permanent blocking of the card from the platform, the user does not choose to submit a card reissue request (as a continuation of the blocking action), this request will not be available later on the platform for the respective (permanently blocked) card. In this case, the user can request a new card replacing the permanently blocked card by calling the Call Centre service or in BT units.
B. Change the daily transaction limits for cards
The user who is 18 years of age or older is offered the possibility to change the daily transaction limits for cards issued on accounts held with BT as an individual account holder. In the case of legal entities, only the legal representative of the company is the user who is given the possibility to change the daily transaction limits on cards issued on company accounts held with BT.
The modification of the trading limits can be made in the sense of increasing or decreasing the ceilings, for transactions at ATM, POS, Internet or the number of daily transactions.
Transaction limits - the user will be able to set daily limits, within a maximum amount set by the bank per card type, for a period defined by the user, but not exceeding 90 (ninety) days. The transaction limits that can be set via the BT Visual Help platform can be updated, by adding or removing options, the list presented is not exhaustive and is not limited to: number of transactions, ATM cash withdrawal, card payments in shops, online payments with CVV, online payments without CVV.
Each card issued by Banca Transilvania has the following types of daily trading limits, as follows:
C. View the Accounts and Transactions menu
The user is given the opportunity to access a menu of accounts and transactions where he will view the following details about his own BT accounts:
D. View and download the list of your IBAN's IBANs
The user is given the option to view and download a pdf document containing a list of their IBANs to their phone.
E. Receive the statement of account on the email address declared in the relationship with the bank
The user is given the option to request and receive statements of account for both the current account(s) and the credit card account(s) at the email address declared in the relationship with the bank.
F. Get useful information about banking:
In addition to the FAQs sections, which answer the most frequently asked questions in the Call Centre, the user is offered the possibility to access useful links on the BT website: update data for individuals, update data for legal entities, appointment in the unit, details of operations and bank transfers in the BT Question, information on Star points, BT fees and commissions brochure, BT Pay, online credit for personal needs, online credit imm, Annex 5 - proof of attachment.
G. Request to appeal a card transaction
A user who is 18 years of age or older is given the opportunity to register a request to dispute a card transaction for one of the reasons below:
At the ATM:
a) the atm has not released the requested amount
b) the atm has partially released the requested amount
When paying by card in shops and online/ POS and Ecommerce:
a) The payment has been doubled
b) The amount was debited, but the payment was not made successfully
c) The payment was made in another way
d) Unblocked warranty
The user is informed that, for communications subsequent to the registration of the request and its resolution, only the contact details registered with the bank will be used (tel and/or email declared in the relationship with the bank). At the same time, the User acknowledges that a fee will be charged in case of an unfavourable resolution of a payment refusal: RON 9/disputed transaction or EUR/USD equivalent for cards in foreign currency, as stated in the Fees and Charges brochure.
H. View the garnishment option
The user (natural or legal person) has the possibility to check whether or not they have active liens on their account(s) or, for the legal representative, on the company's accounts.
Only for the individual client there is also the option to request the unblocking of a garnished amount, if there are active garnishments on the accounts.
I. View information about your loans and savings
The user who is a natural person and is 18 years old or over can view personalised information about their credits and savings in the relevant sections of the platform, as follows:
Under the My Credit Information option you get information about:
In My Savings you get information about:
J. View and download the Interest Income Portfolio Sheet
The user is given the option to view and download a pdf document containing the Interest Income Portfolio Sheet to their phone.
K. You are directed to a Call Center agent by phone or chat
By accepting these terms, you represent and warrant that:
The termination of the use of the platform by the user may occur in the following situations:
The bank may also suspend or change the use of the platform immediately for any reason, including when it requires repair or maintenance work. The Bank may add new functions to the platform and is not obliged to offer any particular function/option through the platform.
The bank may withdraw the platform, but in this case it will give users at least 30 days' notice, unless withdrawal of the platform is required of us with immediate effect by law or by the authorities.
We may amend these Terms and/or the Information Notice on the processing of personal data within BT Visual Help and the updated version will be published on the bank's website. Users will be notified of any changes by calling BT Visual Help. If the changes made do not meet your requirements, please stop using the platform. If, after the launch of the platform, additional options made available are implemented, these options will be subject to the same rules and conditions contained in these clauses, if they do not benefit from conditions distinct from these clauses.
The user expressly declares that he/she is aware that all graphic design, platform content and audio-visual material accessed are the property of the Bank. With the exception of information, graphics belonging to other entities, which are the property of the partners.
The user accepts that any software used in connection with the services offered through the platform contains confidential and proprietary information, being protected by the laws on intellectual, industrial and other applicable laws.
The User undertakes not to reproduce, copy, sell or exploit the services, information and/or audio-video material to which he/she has access as a result of using this platform, in part or in full.
The User is prohibited from modifying, copying, renting, assigning, lending, selling, distributing or creating derivative materials based on the services or programs used on the Platform.
We provide BT VISUAL HELP only for your personal use or, if applicable, the use of the legal entity you represent. You agree and acknowledge that the platform will not always function error-free or continuously and that some imperfections may not be corrected when they occur.
The user of the platform is solely responsible for the use of the platform, even if it is used by third parties, regardless of the reason for their use of the platform. 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 the access of third parties to certain personal and/or confidential information or personal data through the platform. In order 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 persons.
Banca Transilvania cannot control the operating system of the phone used by you. Thus, Banca Transilvania is not responsible for any damage caused to your mobile phone, including but not limited to any security breach caused by viruses, bugs, cheating, tampering, omission, interruption, malfunction, delay in operations or transmissions, computer lines or network failure or any other technical malfunction resulting from the use of the platform.
Thus, we shall not be liable for any loss or damage which we or you could not reasonably foresee at the time you started using BT VISUAL HELP or which is beyond our control.
We will also not be responsible for:
The terms and conditions of use of the BT VISUAL HELP platform, as set out in this document, are governed and interpreted in accordance with Romanian law.
In the event of a conflict/disagreement arising in relation to the use of the platform, we will attempt to resolve this conflict amicably and negotiations in this regard will be governed by good faith.
All disputes will be settled in the competent courts of the municipality of Cluj-Napoca, unless the legislation in force specifies another exclusive jurisdiction.
If you have any problem with the operation of the BT Visual Help platform, you can contact us at the contact@bancatransilvania.ro email address or at the phone numbers:
*8028 Callable from any national network, fixed or mobile
0264.308.028 Callable from any network, including international
Banca Transilvania is not liable to the user for the failure to fulfill any obligation in case of force majeure/ fortuitous case 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.
Force majeure/fortuitous event may include, but is not limited to: a state of war (whether declared or not), armed conflict, revolution, insurrection, military or terrorist action or threat, sabotage, civil disturbance, pandemics, strikes or other industrial action, laws, regulations, decisions or directives, natural disaster, earthquake, fire, explosion, solar or weather disturbance, public emergency or any other occurrence beyond its control.