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Ask KBC Representatives

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AskKBC - Support Hours and Forum Charter [Updated 15/6/16]

15.05.2014 11:05 #1
Boards.ie Community Manager
Welcome to the AskKBC Forum on Boards.ie.

Representatives from KBC’s Customer Service Support team will be here Monday to Friday 9am-5pm to answer any queries.

They are:
You can also tweet the team at @AskKBCIreland, message them on Facebook: www.facebook.com/KBCBankIreland or call on: 1800 93 92 44 (International +353 1 664 6100) from 8am-8pm Monday – Friday and 10am–2pm Saturday.

Lost or Stolen Credit and Debit Cards
If your credit and/or debit card has been lost or stolen, please contact our card security team on 1800 93 62 87 (+353 1 634 7963).

Why is KBC here?
The KBC Customer Care team are here to help KBC Ireland customers with any customer service queries that they have regarding their day to day banking. We are also happy to assist non-customers if they are looking for information about our products.
However we can’t give advice about a product or service or discuss specific financial needs - where you would like advice regarding any of our products or services, our team will be happy to arrange for a financial adviser to contact you directly to discuss your financial needs.

Do bear in mind that this is an open forum and opinions posted by other users do not represent the views of, or constitute advice from, KBC.

Please note that in order to protect your security, we will not be able to discuss queries that are related to the specifics of your account. If you have a query relating to your account we will take this conversation away from the public domain and resolve your query via private message or a pre-arranged telephone call. For your own security, you should never publish your account details on this forum or include them in a private message.

How long does it take to answer my query?
We’ll try to get back to you as soon as possible, depending on the type of query. If you post a question outside of the hours above, we’ll get back to you on the next working day. Some queries may take longer to address as we may need to involve other departments & colleagues but we’ll try to keep you posted along the way. Some queries may also need to be taken offline to address so we may ask you to private message us your number and then we’ll call you.

We always welcome your suggestions as to how we can improve our service so that it best meets your needs. Such a dialogue is very informative and useful for us as it helps us to respond to the needs of all of our customers and to improve the service we deliver.

Of course, from time to time in all walks of life things do go wrong. If you are not happy with the service you have received from us please contact us immediately so that we can deal directly with the issue.

You can contact us directly by phone on 01-6646000 or outline the nature of your complaint to us in writing, addressing it to KBC Bank Ireland Complaints Co-ordinator.

Under the Consumer Protection Code, we cannot formally respond to customer complaints on our Talk to KBC forum or any other social media site. If you wish to make a formal complaint, this must be initiated through your local branch, product department or alternatively through the channels here: http://www.kbc.ie/help/complaints.

Media Queries
Media queries can’t be dealt with by this forum and should be referred to our PR Agency whose contact details are available here: http://www.kbc.ie/pressandmedia/mediacontact.
Any queries or posts relating to information that are not in line with our specified terms of use will be removed from the forum.

All the usual Boards.ie forum guidelines apply in this forum. Personal abuse will not be tolerated.

What can you expect from us?
We will always treat your query with respect and privacy. In order to protect your privacy, we will never ask you to disclose your account details within a public thread. However, in order to ensure that we can resolve your query as quickly as possible, we may, at times, ask for your name and contact details. Where this is required, we will always request that these details are sent to us via private message.

What we expect from you?
Your account information and personal banking details are highly confidential. Be careful what information you publish online and never post your account details on this forum or include them in a private message.

We expect all forum users to behave in a well-mannered and reasonable way at all times. Personal abuse will not be tolerated. Any comments that are deemed to be abusive will be removed and you may be banned. We would also ask that for privacy reasons, you refrain from using personal names of or information relating to any KBC staff member in public threads. We will take any feedback you have on board but the staff name/information will be removed from the public thread.

Personal Information Warning
KBC will never ask you to disclose confidential account information within any of our social media channels, including boards.ie. Any unsolicited requests you receive for this information through this forum, pop up windows, emails or websites should be considered fraudulent and reported immediately. If you are looking for account specific answers, we will move the conversation off-line and help you over the phone. Remember, this is a public forum so anything you write could be viewed by anyone and may also appear in search engine results.

Tips for staying safe when using Social Media
Spam, phishing and other scams aren’t limited to just email. They’re also prevalent on social networking sites. It is important to be aware that these exist and to be vigilant.

Protect yourself with these tips:
  • When in doubt, throw it out: Links in posts are often the way cyber criminals compromise your computer. If it looks suspicious, even if you know the source, it’s best to delete.
  • Think before you act: Be wary of communications that requests/insists you act immediately, offers something that sounds too good to be true, or asks for personal information
  • Don’t reveal personal or financial information and do not respond to solicitations for this information.
  • Pay attention to the website's URL: Malicious websites may look identical to a legitimate site, but the URL may use a variation in spelling ( e.g. mybank.ie, mybank-irl.ie or a different domain (e.g mybank.ie vs mybank.net) .
  • If you are unsure whether a request is legitimate, try to verify it by contacting the company directly (but not using the information displayed onscreen).
  • Keep a clean machine: Having the latest operating system, software, web browsers, anti-virus protection etc. is the best defence against viruses, malware and other online threats.
  • Ensure passwords are long and strong: Combine capital and lowercase letters with numbers and symbols and a minimum of 8 characters long to create a more secure password. Never share your passwords.
  • Unique account, unique password: Have separate passwords for every account as this helps to thwart cyber criminals if one account is compromised.
How do I know if my social network account has been hacked?
  • There may be posts you never made on your social network page. These posts often encourage your friends to click on a link or download an App.
  • Your friends may have received spam or nonsensical messages from you or strange messages asking them for money for example.
  • Your account is attaching, creating, liking etc. pages and events you have nothing to do with.

If you believe an account has been compromised, you can take the following steps:
  • Notify all of your contacts that they may receive spam messages that appear to come from your account. Tell your contacts they shouldn’t open messages or click on any links from your account and warn them of potential hacking.
  • If you believe your computer is infected, be sure your security software is up-to-date and that you scan your system for viruses etc.
  • Change passwords to all your accounts that you suspect have been compromised and other key accounts ASAP. Remember, passwords should be long and you should have a unique password for each account you hold.
  • You also may need to contact your bank and other financial institutions to freeze your accounts so that the offender is not able to access your financial resources. Depending on information provided/available, this may also apply to taking precautions in relation to your PPS number etc.
If you cannot access your account because the password has been changed, contact the web service immediately and follow any steps they have for recovering an account.
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