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Overview of banking services you can handle without visiting a branch – IB, MB and payments

By means of Internet Banking and Mobile Banking, VUB bank enables you to handle a wide range of banking services from the comfort of your home. Complaints are often closely related to payments, therefore, in this article, you can find advice on handling a complaint. At the same time and especially in connection with the current situation, we want to draw your attention to staying alert and avoiding purchasing from suspicious websites or retailers.

 

1. Cards and card management via electronic banking

Keep in mind that you have the following interesting options for managing your bank cards via Internet or Mobile banking:

  • Card de/activation, cancellation, and card reissuance after cancellation
  • an overview of all card transactions

  • adjusting your card limits

  •  view your debit card delivery status

  •  change the postal address to a card

  •  on-line credit card transfer

  • PIN reprint (Internet banking only)

2. Activate your Mobile banking

If you only use Internet banking and want to activate VUB mobile banking, here you can find instructions on how to do so.

3. List of products that can be set up on-line via IB/MB or the Internet:

Via internet banking:

  • VUB Account

  • VUB account for students and youth

  • Savings Account

  • Mortgage-linked Savings Account

  • VUB loan

  • One-time Investment VUBAM

  • VUB AM Premium Saving - VUBAM

  • Foreign Mutual Funds – VUBAM

  • Credit card Travel Health Insurance

Mobile banking:

  • VUB Account

  • Savings Account

  • Mortgage-linked Savings Account

  • VUB loan

  • Travel Health Insurance

Via our website www.vub.sk:

4. Payments and transactions

We recommend enabling PUSH notifications or SMS messages for all transactions and payments. Instant information regarding a payment or transaction you make is important for you to be in full control of your spendings.

For more information on PUSH notifications and SMS messages, please click HERE

Mobile payments description and function:

  • Pay with your mobile phone or watch without having to use a bank card.

  • This requires having a debit or credit card registered in your Google Pay or Apple Pay account.

Q&A on Payment Claims:

  • Retailers offering travel services

    Question no. 1: The cardholder purchased a flight ticket and was informed that the company is unable to provide the service. Can the cardholder claim for refund if the payment has not been refunded?

    Yes. The cardholder is entitled to a refund, as the merchant has cancelled the service and is unable to secure the ordered flight. Before making a claim, cardholders must first try to resolve the dispute with the retailer.

    Pursuant to the terms and conditions, the cardholder is entitled to claim refund if they have cancelled the ordered flight or have not been informed of the cancellation conditions of the merchant.

    Question no. 2: If an airline company is forbidden to fly and the ordered services are to be provided in the future, can the cardholder claim for refund if the payment has not been refunded?

    Yes. The cardholder may ask the bank to claim a refund if the services were to be provided at a time, when the merchant is not authorized to provide such services. The cardholder is obliged to state the date when the ordered service is expected, the date from which the merchant was not authorized to fly (if available) and evidence of all cardholder's attempts to resolve the dispute with the company. Complaints may be settled either from the expected date of provision of services, or from the date on which the cardholder was first notified that services will not be provided.

    Question no. 3: The cardholder purchased a ticket and was warned that in relation to their nationality they could not use the flight, but the flight will be held. Can the cardholder make a complaint?

    No. In this case, the merchant is willing and able to provide with the flight and is entitled to receive payment for the reserved seat. In this case, we recommend that the cardholder contacts the airline to discuss alternative solutions or to request cancellation.

    Pursuant to the terms and conditions, the cardholder is entitled to claim refund if they have cancelled the ordered flight or have not been informed of the cancellation conditions of the merchant.

    Question no. 4: The airline is unable to provide a flight (due to bankruptcy or government decree) and no flights are made to or from the affected areas. Can the cardholder make a complaint?

    Yes. If the airline is unable to provide a flight, the cardholder is entitled to a refund. Before filing a claim, the cardholder is obliged to try to resolve the dispute with the company, liquidator and/or customs or insurance system, as applicable - the cardholder must submit this communication to the bank. Many airlines offer to waive change and cancellation fees, or they may offer a full refund for ordered services. However, we ask our clients for cooperation, if the dispute cannot be resolved with the trader, the trader is ultimately responsible for any flight that they were unable to secure.

    Question no. 5: If the cardholder cannot cancel a hotel reservation within the required time limit due to the cancellation of the flight by the airline, is the cardholder entitled to a refund?

    No. The merchant is willing and able to provide hotel accommodation and is entitled to payment for overnight accommodation.

    Pursuant to the terms and conditions, the cardholder is entitled to claim refund if they have cancelled the accommodation or have not been informed of the cancellation conditions of the merchant.

    Question no. 6: If the cardholder is unable to arrive at the departure point of their cruise, as their flight has been cancelled, is the cardholder entitled to a refund?

    No. The merchant is willing and able to provide the cruise and is entitled to payment for the reserved room.

    Pursuant to the terms and conditions, the cardholder is entitled to claim refund if they have cancelled the accommodation or have not been informed of the cancellation conditions of the merchant.

    Question no. 7: The cardholder is able to make adjustments to their travel plans, but in connection to them, they have incurred additional costs. Can they be included in the complaint?

    No, the total sum of the claimed transaction is limited to the value of the services not received.

  • Non-delivery of goods

    Question no. 1: If the cardholder orders goods from a seller and the goods are not delivered within the prescribed time-limit, is the cardholder entitled to a refund?

    Yes. If the seller fails to provide the goods within the specified time-limit, the cardholder is entitled to a refund. Please keep in mind that before making a claim, cardholders must first try to resolve the dispute with the merchant.

    Question no. 2: The cardholder purchased tickets for an event such as a sports matches, concerts, or theatrical performances which have been cancelled or the date of the event has been changed; however, the cardholder cannot attend the event at the alternative date chosen by the merchant. Is the cardholder entitled to a refund?

    Yes. The cardholder is not obliged to accept an alternative date. The merchant is responsible for providing the purchased service on a fixed date.

    Question no. 3: If the cardholder decides not to attend a scheduled event due to fear of the virus, do they have the right to file a complaint?

    No. If the event takes place on schedule and the trader is willing and able to provide the service, the cardholder is not entitled to a refund.

    Pursuant to the terms and conditions, the cardholder is entitled to claim refund if they have cancelled the ordered service or have not been informed of the cancellation conditions of the merchant. If the customer booked travel tickets and/or accommodation in connection to attending the event, these services would have to be dealt with individually by the dealers responsible for each service (e.g. the airline, hotel or car rental service).

    Note: In case an order is cancelled and the services/tickets were purchased through a third party, the third party's terms and conditions apply - not the return and cancellation policy of the original merchant.

    General list of documents/information that must be observed/documented in case of a claim in the above situations.

  • The client is primarily obliged to contact the seller. Communication (if available) must be documented; indicate the method and outcome of the communication, e.g.. I contacted them by phone, I am unable to reach them, I wrote them using provided contact form.

  • Enclose the order, booking confirmation or a detailed description of the ordered goods/service

  • In case the service was cancelled by the seller, the confirmation of cancellation must be enclosed. Please note it is only possible to file a claim 15 days after the cancellation date, or 15 days after the parties had agreed on a refund.

  • Verify the estimated delivery date with the client (it is not possible to claim for refund earlier than the specified delivery date; if the delivery date is not specified, the claim can be filed 30 days after the transaction date)

More information and recommendations:
Clients are advised to only purchase from verified websites and to not get enticed by false information on the availability of goods in short supply, such as face masks, respirators or disinfectants.

Trader reviews and warnings of the Slovak Trade Inspection Authority should be checked BEFORE carrying out the transaction.

Before the actual purchase, we recommend clients to check the stated delivery time. The delivery of certain goods/services may take longer. By authorizing the transaction, the cardholder agrees with the stated delivery time.

In case of suspected card misuse, the cardholder is obliged to get the bank card blocked immediately.

 

5. PHISHING

VUB Bank considers client´s safety as a priority and holds an important certificate of compliance with strict requirements. We do our best to keep our systems and our clients safe.

We want to note that fraudsters who try to extract information from clients of various banks via fictitious email addresses containing links redirecting to websites imitating Internet banking, often use suspicious-looking email addresses or salutations not used by banks. Despite the fact that the bank uses modern and secure systems, and despite all bank's measures, fraudsters use randomly selected clients who are then at risk of voluntarily, by accident or unknowing, passing on their access data.

VUB Bank puts emphasis on public education in this area, last year's campaign was also focused on data security during Christmas. Information on phishing is available on our Internet Banking homepage and the VUB bank website.

WHAT PHISHING REPRESENTS:

Attackers try to take advantage of the client's gullibility and activate the mobile banking application on their behalf or use stolen log-in details to sign in to electronic banking. It is these practices that signify phishing.

For example, a client receives an email that gives the impression of being sent by a bank and are asked to click on a link included in this email. After being redirected to a fictitious website that emulates the look of real Internet banking, they are prompted to enter their log-in name and password. This way, fraudsters can get access to client’s log-in details and defraud them of money, without the injured client even realizing something is wrong.

However, no bank will ever send emails like this. The email usually looks odd with spelling mistakes and contains incomplete information. The sender uses an unusual email address, the link to internet banking is fake and in a completely different format. Even though VUB bank has the best mechanisms to capture these fraudulent activities and protect clients' funds, these are things to watch out for.

Tips to protect yourself from fraud:

  • Always log in to Internet banking only through the official website
  • Don’t open emails if you don’t know who sent them. Don’t click on any links or attachments unless you know they’re safe.
  • Under no circumstances will banks require you to send passwords, card numbers, or personal information by email.
  • Do not download suspicious software to your computer or mobile phone.
  • You should contact your bank right away if you think you’ve been a victim of fraud.