Compliants policy

Compliants policy

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ACCOUNTS

LOANS

  • Can you reduce my interest rate?
    • Any change to loan terms we have agreed depends on the specific situation. You can check all the options you have with your personal banker.

  • Why was my loan not approved?
    • Loan is a sensitive product and therefore we must carefully assess the risk of repaying it. When a client applies for a loan, we collect all data that we have, as well as publicly available information about the client's business so that we can make the right decision on approving the loan application. This assessment is made so that clients do not get into a situation where they cannot repay the loan.

  • Why did I receive a loan closure notice from RBA?
    • You have received a loan closure notification because it is a confirmation that you have repaid your loan. In case you provided collateral for loan repayment (eg real estate mortgage), the notice states that you can obtain the mortgage cancellation statements (document confirming that your property is no longer collateral).
      We also send this notice to all co-debtors or guarantors so that they, as participants in the loan, keep up to date.

ATM

  • The ATM does not dispense cash money, what do I do?
    • The good news is that we usually resolve situations like this very quickly.
      You just need to let us know which ATM it is (approximate address, eg ATM in Središće branch), when it happened (date and approximate time) and the amount that was not dispensed to you.
      You can send this information to prigovori@rba.hr, through internet banking or in any of our branches. We will reply to you as soon as possible.  

       

       

       

  • ATM did not pay money into my current account, where is my money?
    • If you have a credit card, it is possible that you paid money on the credit card instead of current account. We can quickly correct this and transfer money from the credit card to the current account.
      Also, sometimes there are technical difficulties in the system that unfortunately we cannot predict, and the ATM does not record the payment.
      In any case, you only need to let us know which ATM it is (approximate address, eg ATM in Središće branch), when it happened (date and approximate time) and the amount that was not paid in the account.
      You can send this information to prigovori@rba.hr, through internet banking or in any of our branches. We will reply to you as soon as possible.

       

       

       

  • ATM did not pay my money into the account, and I got a slip telling me that I should contact the bank.
    • The good news is that we usually resolve situations like this very quickly.
      You just need to let us know which ATM it is (approximate address eg ATM in Središće branch), when it happened (date and approximate time) and the amount that was not paid in the account.
      You can send this information to prigovori@rba.hr, through internet banking or in any of our branches. We will reply to you as soon as possible.

       

       

       

       

  • What if the ATM swallowed my card?
    • Call us on 072 62 62 62 to order a replacement card, and our colleagues will be able to tell you why the ATM retained your card.

       

CARDS

  • What if you split the purchase into instalments after you receive the billing statement?
    • To avoid having to decide at the time of purchase whether to spread out your payments, you can split any purchase over HRK 300 into instalments up to 30 days after you have made the purchase.
      Sometimes this means that you will spread out purchase into instalments after you have already received a billing statement  for the month in which the purchase was made and the statement will show that you have been charged the full amount of the purchase.
      If you have already paid the entire debt on the statement (whether you paid the debt yourself or have a contracted direct debit order) with the entire purchase amount that you wanted to spread out into instalments, just contact us at prigovori@rba.hrWe will refund your purchase amount to your current account. You will then repay the purchase amount in instalments as you choose.
      In case you have paid the debt on the statement, but without the amount of your purchase and interest has been charged, you can also contact us at prigovori@rba.hr

       

       

       

       

  • How can I settle my credit card debt?
    • You can choose how you want to pay the debt. This can be done in two ways:
      1. Direct debit order
      With a direct debit order, you do not have to worry whether you made your payment - a certain amount is charged to your account each month. This can be either a minimum amount (3%) or the amount of total debt (100%).
      If you are a private individual, this amount is debited to the current account or foreign currency account, and if you are a business entity, it is debited to the transaction account.
      Even of you have contracted a direct debit order for a minimum amount, you can always pay more than the minimum amount or the entire debt.
      2. Independent payments
      When you make payments on your own, make sure that the debt is paid on time. At least the minimum amount (3%) must be paid, but if you wish, you can pay more than the minimum amount or the entire debt (100%).
       

  • I paid in the money on the card, and there is none, so my card is refused as if I have no funds. Where is the money I paid in?
    • Don’t worry, any payment you make into the card is registered and your money is on the card.
      1. Why can't I use that money?
      Unlike a current account, for example, credit cards have a spending limit. This means that you have a certain amount per month that you can spend. Your payments cannot increase this limit, and you cannot use the excess money on the card (overpayment).
      If the limit on your card is HRK 1,000, although you paid HRK 2,000 on it, you will still be able to use HRK 1,000 that month.
      2. How can I get the money I overpaid and cannot use?
      You have two options:
      - Leave the excess money (overpayment) on the card and we will reduce your debt on the next billing statement for that overpayment amount.
      - If you want, can pay that sum back to your account. Just contact us via internet banking or stop by any of our branches.
      3. How can I avoid this in the future?
      Best thing to do is, when you pay your bill, you do not pay more than the amount of the total debt that is shown on the statement.

  • What if I do not receive a debit or credit card?
    • It is possible that your card is on the way to destination as delivery may take 7 to 10 days from the date you requested it.
      Check if your card was picked up by one of your family members (credit cards are sent by registered mail and only the account holder can receive it and sign for it. Current account card and foreign currency account cards are sent by mail and the postman leaves them in the mailbox).
      If there has been more than 10 days, please call us on 072 62 62 62 and we will send you a new card free of charge.

  • What if contactless card payments do not work?
    • There are 3 options:
      1. This is the first payment made with this card. In that case, you need to insert the card into a POS device or ATM - only then will contactless payment work.
      2. POS device is not set up for contactless payment - you need to insert the card into the POS device
      3. The card is physically damaged or worn out - just call us on 072 62 62 62 or stop by any branch and ask for a card replacement.

  • How can I change the PIN on the card?
    • You can change the PIN in a few seconds at each RBA ATM for a fee.

       

  • What if I lost my card or it was stolen?
    • As soon as you notice the card is missing, call us on 072 62 62 62 (+ 385 1 6591 562 if you are calling from abroad) in order to freeze your card from being used. Our colleagues will immediately request a replacement card for you.

  • What if I suspect card fraud / misuse?
    • If you believe someone has used your card without permission (e.g. you see some transactions that you have not made), call us on 072 62 62 62 (+385 1 6591 562 if you are calling from abroad) and our colleagues will immediately block the card.

      In addition, you need to fill out This form which you can scan or take a photo and send it to us at prigovori@rba.hr, via internet banking or in any of our branches. We will check what happened and get back to you as soon as possible.

       

  • What if my card expires?
    • You can find the expiry date of the card on the card itself or in the mojaRBA application. The card is always valid until the last day of the month written on the card. 
      We send you a new card in the middle of the month in which it expires at the address we have on our record in the system.

  • What if my card is rejected?
    • There are 4 reasons:
      1. The card has expired (it expires at the end of the month printed on the card).
      2. For technical reasons.
      3. The card is physically damaged or worn out.
      4. There is not enough money on the card (you can check the balance via mobile or internet banking).
      If the problem is with the card (it has expired or is worn out), you can request a replacement card, just call us on 072 62 62 62 or visit any branch.

  • Which card can I use to pay purchases in instalments?
    • With a credit card, you can spread out any transaction above HRK 300 into instalments:
      - at points of sale that have contracted RBA purchase in instalments (free of charge) - here you can see a list of these points of sale
      - via Internet banking (for a fee)
      - by calling 072 62 62 62 (for a fee)
      A current account card cannot be used for payment in instalments.

  • How to split purchases into instalments via internet banking?
    • In the "View transactions" on the credit card, select any transaction above HRK 300 and click on the arrow in the "Purchase in instalments" field. A drop-down menu will appear where you can select the number of instalments you want.

  • If I plan to use the card abroad, should I let you know?
    • If you are traveling abroad, it would be a good idea to let us know (via internet banking, 072 62 62 62 or drop by the nearest branch) which country you are going to and for how long, so that we are sure it is you who is using the card.

  • I am abroad - which currency should I choose when making purchases?
    • It is generally better to choose payment in the local currency of the country you visit (e.g. in Japan choose the Japanese yen, in Italy the euro, and in the United States the dollar).
      When you make purchases with cards or withdraw cash at an ATM in a foreign country, you can choose the currency for your transaction:
      1. in HRK - in which case the conversion is made at exchange rate of the foreign bank
      2. in the domicile currency of the country you visit - the conversion is made at our exchange rate
      It would be a good idea to take a look at our exchange rate list before you travel.
       
       

ZLATNA RBICA (LOYALTY PROGRAM)

  • How can I convert reward points into Zlatna Rbica kuna?
    • Exchange the reward points in a few clicks via mobile or internet banking, and here you can find out the amount of Zlatna RBICA kuna you get in exchange for a certain number of points.
      Here's how to redeem reward points in kuna (the same procedure applies for internet banking and RBA na dlanu mobile application):
      1. Select Cards, Zlatna RBICA, "Points balance and redemption". When Zlatna RBICA window opens you click "Continue" to access the website and see how many points you have.
      2. On the screen below the balance of your points, select the amount of the Zlatna RBICA kuna into which you want to convert points and save it in the "Cart".
      3. In the Cart, click on "Pay", check your personal information and confirm the exchange of points by clicking "Pay" again.
      4. You can use Zlatna RBICA kuna the next working day. In internet and mobile banking app (RBA na dlanu) under "Cards", "Zlatna RBICA", "Zlatn RBICA kuna" you can view how many reward points you have left.
       

  • I have accumulated Zlatna Rbica kuna, what can I do with them?
    • Zlatna RBICA kuna amount is maintained on a special Zlatna RBICA account, which you can view on internet and mobile banking app (RBA na dlanu) under "Cards", "Zlatna RBICA", "Zlatna RBICA kuna".
      You can use them on a POS device with an RBA program partner by paying with our credit card or current account card. Before making the payment, just tell the seller that you would like to use RBA Zlatna RBICA kuna.
      The seller will make a 1 kuna transaction to check the balance of the Zlatna RBICA kuna (this transaction will not be charged) and then reduce your bill by the amount of the Zlatna RBICA kuna. For example, if your purchase is 200 kuna, and you have 50 Zlatna RBICA kuna, you can pay the remaining 150 kuna any way you like – in cash or with the card.

       

       

  • I have Zlatna Rbica kuna, but and they didn't know how to convert it in the store / my transaction was denied. Why?
    • It is possible that you do not have 1 kuna available on the card you are paying with, which is necessary for the seller to be able to check the balance of the Zlatna RBICA kuna (this transaction is never actually charged).
      Also, if the seller did not know how to use your Zlatna RBICA kuna, contact us on 072 62 62 62 so we can send our colleagues to that point of sale to help the sellers in the future.

       

OTHER QUESTIONS

  • Why didn’t I receive a payment from another Croatian bank or from abroad?
    • This can happen for 2 reasons - either we did not receive the payment (it didn’t happen) or we received it with incorrect payment instruction data (eg incorrect IBAN or payment reference number).
      What you can do is contact the payer to check with their bank if there was an error in the payment instructions (details of the payment execution).

  • I received kuna into the account, and I was expecting EUR. Will I get a refund of the exchange rate difference?
    • The payer chooses to which account the funds will be transferred to you. If the payer chooses a kuna account, only kuna can be transferred to it, regardless of the currency in which the payment was executed. The currency is converted into kuna at the RBA exchange rate.
      If you have a foreign currency account, ask the payer to transfer into that account - that way there will be no conversion.

  • I believe my mobile app shows an incorrect account balance?
    • Your current account balance shows up in "available balance." The balance includes the money you have in your account + amount of authorized overdraft.
      When you complete a transaction or receive a payment, that balance changes. It may take some time for the change to be seen in the "available balance" shown. In that case wait a few moments and log in the app again.

  • Why was my money debited from my account for SEPA direct debit?
    • Your money was taken from the account because you have given permission to the SEPA recipient to debit the account directly so he can initiate the payment on his own.
      It is a method of payment in which the payment is initiated by the recipient - e.g. if you pay for a service that does not have a fixed price (e.g. the price depends on the actual consumption), you can give permission to the recipient (the one you are paying to) to initiate a charge from your account for the amount you spent.
      If you wish, you can cancel the SEPA direct debit at any time. You should contact the recipient for this, and he is obliged to cancel the SEPA direct debit.

  • Business entities: I expected an inflow in foreign currency (EUR, USD, CHF, etc.) from abroad, why did I receive it in kuna?
    • You receive the money in the currency in which the payer transfers it. If you receive money in kuna, and you expected another currency, it is best to check with the payer in which currency the money was transferred.