Telephone Bank. Service description

Transcription

1 Telephone Bank Service description

2 Content 1. Telephone Bank Technical requirements and prices Security Using the code card Notification of lost user ID and code card Processing payments Information and guidance Using Telephone Bank Account transactions Payment service New payment Transfer between your own accounts Stored payments Payments falling due Direct debits=e-invoices Unconfirmed payments Changing the account used... Virhe. Kirjanmerkkiä ei ole määritetty. 2.5 Exiting the service Instructions Speeding up the process... 10

3 Welcome to use Nordea Bank s Telephone Bank In addition to Telephone Bank, your online banking codes give you access to: A wide range of banking services that can be securely used with a mobile phone such as Mobile Bank and GSM service. Netbank. Internet shopping 1. Telephone Bank Personal consultation on the service hotlines Mon-Fri (local network charge/mobile call charge). Apart from doing your day-to-day banking, you can buy or sell securities, have preliminary discussions on loans and make direct debit agreements. Telephone Bank offers you a direct access to Nordea Bank 24 hours a day, seven days a week. With the service you can: check your account balance and recent transactions pay bills immediately or on the due date check pending direct debit payments accept or reject e-invoices accept, change or delete unconfirmed payments hearing which payments need additional confirmation 1.1 Technical requirements and prices To be able to use Telephone Bank, you need a voice-frequency telephone. Voice-frequency models have the buttons * and #. Combination phones can be switched between impulse (cannot be used for Telephone Bank) and voice-frequency modes. The use of Telephone Bank is charged in connection with the telephone bill EUR 0.06 per minute + local network charge or a mobile phone charge if you use a mobile phone. 1.2 Security The service is safe to use. When making your Netbank agreement, you received User ID and a code card you will need to use our services. Please store your User ID and a code card separately. Used jointly, they provide access to services used with access codes Using the code card A new user When first contacting the service as a new user, enter the first code from your code card. Use the codes in the given order from one to eighty (from top to bottom), one code per session. Each code can be used once only. January

4 When you have used 60 codes, a new code card will be printed out automatically and mailed to your address. The date on which or after which you must start to use your new codes will be marked on the card. You may start using the new codes as soon as you receive them by entering the first code in the card at the beginning of a new session. When you start using your new code card the old card will be invalidated automatically. After that the new card will be valid Confirmation codes In the lower half of the code card is a list of confirmation codes. These are needed only if the service requests them. They are required for some payments, such as payments to private individuals. The confirmation code ensures that the payment is made by the actual user, and not by an unauthorized person, for example, who has taken over the telephone line. Do not strike out the confirmation code you used because the codes are used time and again. 1.3 Notification of lost user ID and code card The user ID and code card are strictly confidential. If they fall into the wrong hands, or are lost or stolen, please inform the bank immediately. The notice can be made at any Nordea branch during opening hours or Nordea Customer Service immediately tel , Mon-Fri (local network charge/mobile call charge) in English, tel , Mon-Fri from 8.00 to (local network charge/mobile call charge) in Finnish and tel (local network charge/mobile call charge) in Swedish Outside the service hours of Customer Service, call the blocking service tel (24 hours a day, local network charge/mobile call charge) 1.4 Processing payments In the telephone service you can either make a payment immediately or specify the due date. If you choose immediate payment, your account will be debited and the payee s account, if with Nordea in Finland, will be credited immediately. If the payee s account is with some other bank, it will be credited within two banking days. Payments to which a due date has been assigned are processed by the bank three times a day: the first batch run takes place soon after midnight, the second about at 1 p.m., the third about at 5.30 p.m. If the due date given is a weekend or holiday, the payment will be made on the next banking day. If your account balance is insufficient to cover the payment at the first batch run of the due date, payment will be attempted again automatically at the second run. If the balance still falls short, a third attempt will be made at 5.30 p.m. If the balance still falls short and the payer is a private individual, further payment attempts will be made on the next three banking days. If the balance still falls short at the end of this time, the payment will be rejected. While the bank is processing the payment you can query it through the Store payment template service (payments due), but you will not be able to change it. Payments made can be checked through the Account transactions service and Rejected payments through the Store payment template service. Same rejected payments can be reactivated if so desired. 1.5 Information and guidance Telephone Bank is easy to use, because the service offers continuous guidance in the form of spoken instructions. In addition, the main menu instructions are available. In questions related to the use of services, please contact your Nordea branch or by calling Nordea Customer Service , Mon-Fri (local network charge/mobile call charge) in English. January

5 2. Using Telephone Bank Dial and follow the instructions. If calling from abroad, dial Welcome to Nordea s Telephone Bank Enter your user ID and press the hash sign Enter the user ID (customer number) you have received from the bank and press #. Enter your next available code and press the hash sign. Enter the next unused code (password) in your card and press #. For additional instructions and use of the code card, see item using the code card. On X-account disposable balance (name of the account) XXX euros XX cents You hear the balance of your main account (the account selected as the default account in Netbank) in the currency of your account. If your account shows any rejected or unconfirmed payments, payments which need an additional confirmation or e-invoices, Telephone Bank will inform you of them before giving the balance. You can process those payments and e-invoices through the main menu option Stored payment template. Main options Account transactions, press 2 Payment service, transfer between own accounts, press 3 Stored payment template, press 4 Information on the service, press 8 Exit, press 9 Instructions, press 0 The main options will tell you which services are available. The selection is defined in your Netbank agreement with the bank. 2.1 Account transactions Telephone Bank will recite the latest 10 transactions on your account five at a time, beginning with the most recent transaction. 2.2 Payment service Apart from ordinary bills and payments, you can also pay value added tax and motor vehicle tax (diesel tax) through the service to all Finnish financial institutions. However, taxes with messages cannot be January

6 paid, because the letters required for the messages cannot be transmitted via telephone. Always give the reference number if the invoice contains one. The reference number, a string of numbers (a maximum of 25 characters) in the reference box of the invoice, tells the payee the identity of the payer. If the reference begins with the letters RF, they are not entered. If the payee has defined the account number as one that requires a reference number, it must be entered to complete the transaction. If the payment needs to be confirmed in Payment Confirmation Service, call to the service, tel after you have closed Telephone Bank. The service in English is available from 10 am to 4:30 pm on banking days. The call is free of charge inside Finland. Service in Finnish, tel , Mon - Sun 24 hours a day New payment New payment, press 2 Account transfers between own accounts, press 3 New payments are made as follows. Enter the account number in 16 digits, without the F I letters or the last 4 digits of the account number. If you want to select an account, press the asterisk. A default account is selected by pressing the hash sign. User: Key in the number of the account to be debited according to the instructions given by the service. Enter the digits of the payee s account number and press the hash sign. Enter the payee s IBAN account number in exactly the same form it is given on the invoice (without the letters and the hyphen) and press #. Enter your amount in cents and press the hash sign. Enter the sum (euros and cents) and press #. For example, EUR 100 is entered as 10000#. Is there a reference on the invoice? Yes, press 2 No, press 3 If there is a reference number on your invoice, press 2. January

7 If the reference begins with letters RF, press 2 In other case, press 3 If the reference begins with letter RF, press 2. The service recites letters RF and after that you can enter the digits of the reference. If there is no reference number, press 3. Service will then offer you an opportunity to enter some other code, such as a customer number or invoice number. Enter the payment date and press the hash sign. To pay now, press the hash sign. Enter the due date in the format DDMMYY and press the # sign. The due date can be at most five years after the current date. The current date cannot be entered as a due date. If you wish to pay immediately, press # only. Order a receipt, press 2 No receipt, press 3 If you require a receipt for payment, press 2. You can either order a receipt subject to a fee, which will be delivered to you by first-class mail on the next banking day following payment, or a receipt for the tax authorities, which will be delivered to you in January the following year. If you do not need a receipt, press 3. Check the data XXX euros XX cents The payment will be made (day, month, year)/immediately To account number FIXXXXXXXX Reference number (RF)XXXXX No receipt/a receipt From X account FIXXXXXXXXX Are the data correct? Yes, press 2 No, press 3 January

8 Listen carefully to the data check. If correct, press 2. If you want to change the data, press 3. Telephone Bank will then ask you to revise all the data one more time. You can correct any errors by entering the data in the correct form. Enter confirmation code X as XXXX and press the hash sign. Some payments require a separate confirmation code before they can be transmitted to the payee. This procedure ensures that nobody else can make payments from your account. When Telephone Bank prompts you for a confirmation code, locate the required character on the bottom of your code card and enter the connected code. Then press #. Do not cross out used codes. Payment has been made/added. Service has accepted your payment. If the payment needs an additional confirmation, the service informs you: This payment needs to be confirmed in Payment Confirmation service. Please call after you have closed Telephone Bank. The call to the Payment Confirmation Service number is free of charge inside Finland. The service in English is available from 10 am to 4:30 pm. Service in Finnish, tel , Mon - Sun 24 hours a day Transfer between your own accounts If you have included several accounts in your Netbank agreement, Telephone Bank will permit you to transfer money between these accounts. First, Telephone Bank will ask for the sum, then the number of the account you wish the sum to be transferred to. The sums will be transferred immediately as soon as you have accepted the transfer. 2.3 Stored payments The Store payment template service will give you information on: rejected payments payments falling due payments requiring additional confirmation In addition, you can: accept or reject e-invoices confirm, change or delete unconfirmed payments Rejected payments, press 2 Payments falling due, press 3 Direct debits (=E-invoices), press 5 Unconfirmed payments, press 6 January

9 2.3.1 Rejected payments Rejected payments are reported only if there are any on your account. Payments rejected during the payment process can be retrieved or deleted from payment data if service offers you the change/delete option. If you do not change or delete a rejected payment, or service does not offer these options, the payment will be stored in the service for 2 months Payments falling due In this function, you hear the payments to be debited to your account by account number in the due date order. Payments due include: due date payments stored in other services direct debits accepted e-invoices payments made through a Nordea branch and regular payments If needed, payments falling due on a due date can be changed or deleted. However, you cannot change or delete data concerning payments made through a branch. Further, you cannot change direct debit sums without the payee s permission. In the service a payment falling due is read as follows: Payment falling due Due date DDMMYY XXX euros XX cents From X account FIXXXXXXXXX To account X-Bank FIXXXXXXXXXX Next payment, press 2 Change, press 3 Delete, press 4 If you wish to change the data, press 3. The service will have you check each piece of information on the invoice separately. If you wish to delete the payment, press 4. Before deletion, the service will ask you to confirm the action Payments requiring additional confirmation The service gives the Payments Requiring Additional Confirmation selection only if you have payments that require additional confirmation. In this function, you hear the payments requiring additional confirmation in the account number order. With option 4, you can listen to payments requiring additional confirmation. You can confirm a payment by calling , Mon - Sun 24 hours a day. January

10 2.3.4 E-invoices If you have an E-invoice agreement with some supplier, you can either accept or reject the payment by pressing 5 in the Store payments template service. If you accept a payment, it will be debited from your account on the due date. If you delete a payment, it will be deleted from the bank's system and will not be debited from your account Unconfirmed payments Palvelu kertoo Vahvistettavat maksut -valinnan vain, mikäli sinulla on vahvistettavia maksuja. Tässä toiminnossa kuulet vahvistettavat maksut tilinumerojärjestyksessä. Valinnalla 6 voit joko muuttaa tai poistaa vahvistettavia maksuja. 2.5 Exiting the service To exit the service on the main options level press 9. You can also end your session at any time by simply putting down the receiver. This will disconnect the service as usual. 2.6 Instructions The instructions describe the functions of the service. To hear instructions, press 0 in the main options. 2.7 Speeding up the process Selection during a message Once you have acquainted yourself with the service you can speed up the banking process by not listening to every option or listening to just some instructions and making your choice by pressing the appropriate button before the message ends, as follows: When the service has given the balance of your main account, select the service desired (e.g. 3 for payment service). The service will prompt you for any data needed to complete payment. Follow the instructions. You can again select an option or enter data at any time during the message. Please listen carefully to the payment data check before accepting the transaction. January