Online Banking

The Egyptian Export Development Bank (EBank) strives to offer the best products and services to its customers through a distinguished banking experience, placing the customer as a top priority. In this context, the bank gives utmost importance to protecting customer rights within a framework of credibility, fairness, transparency, and professionalism.

In light of the Central Bank Egypt’s keenness in developing the banking sector and enhancing the confidence of its customers, Customer Rights Protection regulation were issued in February 2019 as one of the pillars of financial inclusion, Law No. 194 of 2020 regarding the Central Bank and the Banking System stipulates that banks must disclose transparently and credibly the essential data and information about the services they provide, treat customers without discrimination, and provide a quick and free mechanism for addressing customer complaints fairly, transparently, and effectively as one of the pillars of financial inclusion, as well as the regulations governing the mechanism for handling customer complaints in May 2024.

The concept of customer rights protection includes a regulatory framework for formulating the terms and conditions of service contracts clearly and understandably for all customer categories, ensuring that companies providing services to customers on behalf of banks adhere to customer rights protection rules, without undermining the responsibility of the banks for any damages incurred by customers as a result of this, and defining the relationship between the bank and customers/potential customers, in order to ensure that customers receive their rights fairly and transparently while maintaining data confidentiality, along with ensuring the existence of a mechanism for handling complaints in addition to raising banking awareness among customers which enables them to make sound decisions.

 

The main principles Customer Rights Protection:

  1. Dealing with all customer based on the principles of fairness and equity.
  2. Disclosure and transparency.
  3. Establishing a mechanism to handle customer complaints.
  4. Promoting banking culture and awareness among customers.
  5. Protecting customer data and accounts confidentiality.

 

Complaints Mechanism:

What is a Complaint?

A complaint is any written or verbal expression regarding any product or service provided by the bank, or about its transactions or the level of service offered, which indicates the complainant’s dissatisfaction with the bank or those representing it among service providers caused by material damage represented in actual or potential financial loss, or moral harm. It constitutes an objection through which the client demands clarification, explanation, or resolution regarding the content of the complaint, which includes, for example, the following:

 

  • Quality of service or product.
  • Rejecting service or product request.
  • Shortcomings, mistakes, or any unsatisfactory behavior when dealing with complainants.
  • Issues with disclosing actual return rates or fees or penalties imposed for providing or canceling any service or product.
  • The duration required to receive any services or products or to cancel them.
  • The mechanism for handling complaints.
  • Materials and promotional brochures for products or services.
  • Any procedures or decisions that the complainant believes contradict the relevant laws or instructions and regulations issued by CBE.

 

While any request, inquiry, suggestion, or opinion regarding the bank’s products or services is not considered a complaint, they will be responded to sequentially by the relevant department.

 

The bank’s complaints unit carefully examines customer complaints to reach a resolution with fairness and equity towards customers.

Filling Complaints Channels:

EBank believes customers’ right file complaints, the bank has provided many channels that customers can use to submit their complaints, including:

  1. Call Center 16710.
  2. Complaints box at the branches using the unified complaints form.
  3. Through the bank’s website ‘Contact Us’/complaints.

 

Our valued customers with special needs and those who are illiterate can obtain support through assistance from themselves or from the branch to help in writing complaints, and it is preferable to submit them through the call center.

Procedures and Rules for Submitting and Processing Complaints:

  • Complaints are only accepted if they are submitted by the account owner, or in the case of an official capacity of the complainant (authorized representative for account transactions / agent under a banking power of attorney or general official power of attorney).
  • All required information shall be completed, and basic relevant details about the complaint shall be mentioned.
  • Customers shall submit their complaints to the bank first and complete all procedures with the bank, obtaining the first and second responses before escalating their complaint to the Central Bank of Egypt.
  • The customer will be provided with a reference number for the complaint within a maximum of two working days from the date of registering the complaint, allowing the customer to easily follow up on the complaint by contacting the call center.
  • The bank may refer all or part of the complaint to another bank if the subject of the complaint falls under the total or partial responsibility of that bank.
  • The bank will respond to the complaint within a maximum of 15 working days from the date of receiving the complaint, except for complaints related to transactions with external parties, where the examination of the complaint may take more than 15 working days. The complainant can contact the call center to know the progress of their complaint.

 

The right to object and resubmit the complaint:

  • After receiving the bank’s response (the first response), the complainant has the right to file a justified objection to this response and escalate the complaint. In this case, the customer must notify the bank of the objection in writing, specifying the reference number of the original complaint within 15 working days from the date of receiving the response, including the reasons for non-acceptance.
  • No objection from customer side during this specified period is considered as implicit acceptance by the customer of the bank’s response to the complaint, and the bank has the right not to consider the objection since the customer is not allowed to submit another complaint regarding the same issue.
  • In the event that the customer notifies the bank of an objection stating the reasons for non-acceptance as mentioned above, the bank will reconsider and examine the complaint again, and provide a final response (the second response) to the customer within 15 working days. If the complaints relate to service providers, the examination of the complaint may take more than 15 working days.
  • The customer will be provided with a reference number for the objection within a maximum of two working days from the date of registering the objection.
  • The complainant has the right to receive a written response from the bank if they wish to do so, and in this case, the customer shall request a written response from the bank.
  • The customer shall keep the reference number for the complaint and objection.
  • Regarding transactions dispute, this is done in accordance with the rules governing dispute processes, and it may take more than 15 working days to respond to the customer.
  • The bank may communicate with the complainant in some cases to reach the best solution to address the complaint.

 

The Mechanism and Channels for Filing a Complaint to the Central Bank of Egypt:

You can file a complaint with the Consumer Protection and Competition Sector of the Central Bank of Egypt in light of the following:

When is the Complaint Escalated to the Central Bank of Egypt?

  • If the bank never responded to the complaint within 15 working days from the date of its submission.
  • The bank’ never responded to the customer’s objection to the first bank’s response.
  • If The customer did not accept the second response from the bank.

 

Channels for filing complaints to the Central Bank of Egypt:

  • The Central Bank of Egypt premises.
  • The official website of the Central Bank of Egypt (Customer Rights Protection).

 

The Bank’s Main Commitments:

  1. Treating all customers in all stages of banking transactions without discrimination and with the principles of fairness and justice.
  2. Providing product and service features transparently and assisting customers in choosing the products or services that suit their needs and financial capabilities.
  3. Publish the updated banking tariff on the bank’s website and notify customers of any updates.
  4. Contracts / application forms for bank products and services should be fair, uncomplicated, and in readable font.
  5. Upon customer’s request, provide a copy of the documents signed by the customer, such as the terms and conditions and contracts.
  6. Prepare the infrastructure in some branches and some ATMs for customers with special needs to facilitate access to banking services.
  7. Taking necessary measures to protect all customers data and considering it confidential information that should not be shared with others.
  8. The customer has the right to cancel any banking product or service that has not been activated (excluding savings products) if the customer requests the cancellation within two working days from the date of the request without imposing any fees or penalties.
  9. If it is not possible to provide a product or service to the customer, they have the right to retrieve the original documents they submitted with the product or service request.

 

The Customer’s Main Commitments:

  1. Read the terms and conditions, contracts, and banking fees available at the customer service representative in the branch and the bank’s official website for each product or service before signing them.
  2. Carefully and attentively read the text messages (SMS) sent by the bank.
  3. Provide accurate and up-to-date information so that the bank can assess the customer’s financial capacity to meet all their obligations.
  4. Not disclose any confidential information regarding accounts or bank cards to any third party and take all necessary measures to protect those cards.
  5. Protecting cards and personal information related to electronic services (for example: online banking, mobile application, and wallet) and maintaining the confidentiality of the username, password, security codes (whether onetime password (OTP) or the CCV printed on the back of the banking cards), knowing that bank employees will never ask for any of this information.
  6. Do not provide your personal or banking information, account numbers, or bank card number to anyone who contacts you or through SMS or social media, or any other channel.
  7. It is essential to notify the bank or service provider immediately and without delay upon the customer’s awareness of any suspicious transaction or any theft, manipulation, fraud, or breach in accounts, or upon the loss/theft of cards or data. The customer must contact the call center to inform the bank immediately or contact the service provider (if any), and the customer is solely responsible for any transactions made before notifying the bank or service provider.
  8. Exercise the utmost caution when receiving any messages from unknown sources or names similar to those of known entities, whether text messages or via email, and do not click on any links without verifying the identity of the sender.
  9. Updating the customer’s information with the bank, especially phone numbers and addresses, in order to receive all messages related to financial transactions such as withdrawals/deposits or warning messages or any important correspondence from the bank.

 

The Customer’s Main Commitments:

EBank has established a separate unit within the bank called the Customer Rights Protection Unit, which is affiliated with and reports to the Compliance and Governance Sector, as well as to the Audit Committee and the Board of Directors of the bank, in addition to the Central Bank of Egypt. Its primary objective is to work with all sectors of the bank to protect customer rights and to follow up on complaints submitted by them.

 

Customers can communicate with the bank’s Customer Rights Protection Unit regarding complaints (provided that the customer uses the reference number for the complaint) via email address: Customer.Rights.Protection@Ebank.com.eg

Skip to content