Know Your Rights& Responsibilities (KYR)

Our Dear Customer, as our partner in the banking process and in terms of fairness and transparency, kindly check below your rights and responsibilities to protect yourself from any risks.

Your rights :  know      Request      Ask

• Know the terms and conditions of the service / product before buying and you can get a copy of the contracts after signing up.
• Know how to use the service / product before you buy it.
• Know how and when to cancel the service / product and the expenses and commissions incurred.
• Know the interest rates, commissions and expenses before purchasing any service / product. You can follow any changes made to it through the bank's website or call us on 19200.
• Know the reasons for rejecting your application and the possibility of addressing these reasons.  You can take back the original documents previously submitted.
• Request any help you need and the bank will provide it to you in a transparent manner and will not force you to a specific product / service.
• Request an advice if you fail to pay your obligations and the bank will provide you with it in the most fair and transparent way.
• Ask and confirm if the service / product is suitable for your needs or not and how able you are to fulfill the obligations that result from it.
• Customer Complaints Handling Process:

1. In the event of a complaint or objection related to banking transactions, the customer has the right to submit his complaint to the bank through the available communication channels and his complaint will be checked and answered within 15 working days.
2. The customer is provided with the complaint reference number within two working days.
3. In the event that the response is not accepted, Customer should inform the bank within 15 working days, and the complaint will be re-checked again and answered within 15 working days, and if the customer does not do so, it is considered an implicit acceptance of what was stated in the response.
4. The complaint must be submitted to the United Bank before escalating it to the Central Bank of Egypt, and the customer has the right to escalate his complaint to the Central Bank of Egypt only in the event that it is not resolved by the bank or he/she does not accept the response.
5. Customer Rights Protection Unit may refer the complaint to its counterpart in another bank if there are serious reasons that the subject of the complaint falls under total or joint responsibility with another bank while adhering to the confidentiality of customer data/accounts.
6. In the event that the complaint is related to transactions with third parties, the requirement of a response within 15 working days does not apply to it, and the customer is notified of this.

Your responsibilities : Be careful    Commit    Do not disclose

• Make sure to provide clear and accurate information when requesting a service / product, so that we can help you choose the service / product that suits you.
• Make sure to call 19200 immediately in the following cases: -

1. Upon losing / stolen visa card, (credit - debit - prepaid).
2. Upon losing the password of Mobile Banking, Internet Banking, Bank Wallet or Visa Card (Credit – Debit – Prepaid).
3. When you lose your checks.
4. When you discover any unknown / unusual operations on your account or cards.

• Make sure to read all terms and conditions in the contracts / applications before signing.
• Update your data when any changes occur in it or every 5 years such as (phone number - email - home address - the nature of work).
• Make sure to monitor your account movement / balance regularly, through an account statement of all debit and credit transactions. 
• Go to your branch after paying off your entire debt to receive a clearance and the installments checks.
• Commit to pay your loan / facility installments on due dates so that you are not subject to: -

1. Calculation of interest and delay penalties.
2. Include your name on negative lists that prevent you from obtaining any loans / facilities from other banks.
3. Taking judicial actions against you in case you continue not to pay.

• Be sure to use secure internet sites that contain (https) before the site name.
• Never disclose any information related to your bank accounts to others, especially through Email / Mobile to protect yourself from fraud.
• Do not disclose the password of the visa card or the numbers on it to anyone, even to the bank employees.

The customer is responsible of violating the above terms without any responsibility on the bank.

Your guide to know the bank's products and services and submit your complaint as follows:

• The website of the bank www.theubeg.com
• 24-hour hotline 19200.
• UB Branches.
• Internet Banking.
• Complaints Department e-mail - Complaints.Group@theubeg.com