Frequently asked questions and answers

Transcription

1 Frequently asked questions and answers Q: How can I open a (student)bank account? A: You can visit our bank branch Guldenstraat 12 to set up an appointment to open a student account. To get an appointment we need to see whether you have the required documents. Q. What documents will I need to have to open a (student) bank account? A:The documents that are required to open a bank account differs per University. Please visit our bank branch Guldenstraat 12, Groningen to verify which documents you need to make an appointment to open a bank account. Q: Why do I have to make an appointment to open a (student)bank account? A: There are many students that wish to open a bank account. Working with scheduled appointments enables us to work sufficient and results in that we can help more students. Q: When can I open a (student)bank account? A: There are two periods a year that we open bank accounts for International Students. These are related to the time you can join the University: - February / March - September / October & November Please note that there are limited appointments available. Because we have an agreement with the HanzeHogeschool, University of Applied Sciences these students have priority first. Q: I have made an appointment but I m not able to make it. What to do? A: Please visit our branch Guldenstraat 12 to reschedule your appointment. It is not possible to do this by or phone. Q: What kind of bank account will the bank open for me? A: Students: < 30 years a student bank account > 30 years a regular bank account (DirectPakket) This is a bank account where you pay for every month ( 1,80). PHD-Students: All PHD-students will get a regular bank account (DirectPakket) This is a bank account where you pay for every month 1,80. Q: Do I need a Dutch address to open an account? A: Yes. You are allowed to open a Dutch bank account if you are living in the Netherlands and have registered with the Municipal Personal Records Database at Groningen City Hall. Your PIN number and debit card will be sent to this Dutch address. Q: Why does the bank need my BSN citizen service number? A: Everyone who will be residing in the Netherlands for four months or longer must register with the Gemeentelijke Basis Administratie (GBA) (Municipal

2 Personal Records Database) at Groningen City Hall. Please be sure to bring your original notarized birth certificate when registering with the Municipal Personal Records Database. Please note that copies will not be accepted. Groningen City Hall (next to the Martini Tower) Municipal Personal Records Database Kreupelstraat HW Groningen Tel Fax info@groningen.nl Opening hours Monday: 1:00-5:00 p.m. Tuesday-Friday: 9:00 a.m. 5:00 p.m. Thursday evening: till 7:00 p.m. Banks are legally obligated to register your social/fiscal number. This information must be registered for all persons residing longer than four months in Groningen. Q: When will I receive my pin number and debit card? A: There are two ways to receive your PIN number and debit card. 1) Your PIN number will be sent to your address within three to five working days after opening your (student)bank account. You will be sent your debit card by registered post a few days later. You must be at home to sign for the receipt when the postman makes the delivery. The postman will ask to see your identification and to sign for receiving your debit card. In the event that you are not at home, the postman will leave a notice in your letterbox and will deliver your debit card to the nearest post office where you can then collect it at a later time. When you collect your debit card at the post office, you will be required to present the postal notice and a proper form of identification. 2) When you have a Dutch mobile telephone number the bank can send you your PIN number and debit card together within three working days. This card is blocked until you activate your card. We will send you an activation code by SMS on your mobile phone to activate your debit card. This means you will not have to be at home to receive your debit card. Q: Can I change my PIN number? A: No, it is not possible to change your PIN number due to security reasons. Q: Can I use my debit card in a foreign country? A: You can use your debit card in the Netherlands and in Europe. Are you travelling outside of Europe then you need to change your debit card settings in your Internet Banking, you need to go to - Klantenservice - Passen en creditcards - Bankpas instellen voor buiten Europa Q: Are there costs for using my debit card in a foreign country? A: In European countries where the Euro is the currency there are no additional costs. When you use your card in another currency then the Euro the costs are 2,- per transaction + 1% currency rate.

3 Q: How much money can I withdraw with my debit card? A: Rabobank a week Other banks One withdrawal daily for a maximum of Shops 5, a week Other countries approximately a day, depends on the foreign bank Q: What should I do if my debit card is lost or stolen? A: You can phone Interhelp 24 hours a day, 7 days a week if your debit card is lost or stolen. They will block your debit card and also apply for a new debit card. The telephone number you can call: You can also block your debit card and apply for a new debit card through the Rabobank Application on your smartphone. Just go to Service and choose for pas blokkeren/vervangen. Tip: Save this phone number in your mobile phone! Q: Can I open a savings account? A: No. We can only provide you with a (student)bank account and internetbanking. Q: Where can I find my bank statements? A: You can download your bank statements in your Internet Banking. You need to be logged on then go to Betalen en Sparen, Rekeningafschriften. These are official bank statements for your bank account in a PDF-file. You can save them on your computer or print them out. You will receive a bank statement each month. Q: I need a bank statement signed by the bank, is that possible? A: It depends on the matter if you require a bank statement that is signed by a bank employee. In most cases the bank statements you can download from your Internet Banking are sufficient. If this is not sufficient we would like to see documentation witch shows you need a bank statement signed by a bank employee. Q: How can I make a cash deposit? A: You can make deposits providing you have a PIN number and debit card. Deposit machines are located at the following offices: Guldenstraat, Paddepoel and Haren. You can make six deposits for free every year. When you deposit more than six times a year each deposit will cost 6,30 Q: How can I use internetbanking? A: For internetbanking you need your debit card and a Rabo Scanner. You will receive a Rabo Scanner when you open your (student)bank account. To use internet banking, simply go to the Rabobank website ( and click on Internet Bankieren (Internet Banking). Insert your debit card into the Rabo Scanner, choose I and fill in your PIN number. On our website is a demo available. Q: How can I claim a refund of a direct debit? A: You can conveniently claim a refund via the Euro Direct Debit overview or the Transaction overview in Rabo Internet Banking, Payments and Savings. To do so, use the link "Refund" in the description of the direct debit in this overview. The

4 amount will then be refunded to your account on the same day, with the same value date as the amount debited. Q: Why is a refund no longer possible? A:Refunds are only possible for direct debit types with a refund period. You can claim a refund of recurring Euro Direct Debits and one-off Euro Direct Debits within 56 days (reversal). You cannot claim a refund of a recurring direct debit in connection with games of chance, as these do not have a refund period. Q: Refund period expired? A: Has the refund period expired? Or do you disagree with a direct debit, but it has no refund period? In that case, request the collector to repay the amount concerned to you. If this is not successful, contact your own Rabobank within 13 months after the direct debit. Your bank will then be able to initiate a procedure for an Unauthorised Direct Debit Report (MOI - Melding Onterechte Incasso). Q:Unauthorised Direct Debit Report A: If an Unauthorised Direct Debit Report is received, both your own bank and the collector s bank will check whether you have issued a mandate and whether it applies to your situation. If a direct debit is found to be unauthorised, the amount concerned will be refunded to your account. As a rule, this procedure will not take more than one month. Q: No direct debit but an amount you transferred yourself A: What if the problem is not a direct debit, but rather that you have transferred too much money yourself via a bank giro transfer or giro collection form, paid an amount twice or transferred it to a wrong account number? You cannot reverse these payments. The payee will have to be asked to repay the amount concerned to you. Q: How can I make an international transfer? A: You can make international transfers using internetbanking. Go to Betalen en Sparen (Payments and Savings) and click on Nieuwe opdracht ). You will also need the IBAN number and address of the beneficiary. Q: What are the applicable charges for an international transfer? A: It depends on the country to which the funds are being transferred. There are no charges for transfers within Europe providing you have an IBAN number. International transfers to countries outside Europe are subject to a charge of a minimum of 10,00. The amount depends in part on the way the costs are divided between you and the beneficiary. Q: Where can I find my IBAN number? A: Your IBAN number is stated on your debit card. When using internetbanking, the IBAN number can be found under Rekeningafschriften (Account Statements). Q: What is the BIC code (SWIFT) of the Rabobank? And the bank address? A: the BIC is: RABONL2U, our address is Griffeweg 80, 9723DR Groningen

5 Q: I have changed addresses. Should I notify the bank? A: Yes. When your address has changed you need to inform the bank. When we have a wrong address (or /phone number), we will be unable to reach you. Please be aware that when the bank does not have your correct address we can block your bank account. Q. Do I need to notify the bank when I am studying a semester abroad? A: Yes you need to notify us with your new whereabouts. It is also wise to consider to give a friend you trust authorization over your bank account in case of emergency. When you return to the Netherlands you can terminate this authorization. Q: Can I keep my bank account when I leave the Netherlands and are done with my study? A: No, it will not be possible to keep your bank account if you are living outside the Netherlands. You will consequently need to close your account before you leave. Q: How can I close my bank account? A: You can visit our office in Guldenstraat to close your (student) bank account. Please ensure there is no balance remaining in your account.