Information for PrivatBank clients

• The Financial and Capital Markets Commission authorised Industra Bank to take over PrivatBank's customer services and most of its assets and liabilities. 
• The transition was implemented on 20 August 2022. We personally informed each customer about the practical progress of the transfer of customer information and contracts via mail, online banking, e-mail, and SMS. 
• Starting from 20 August 2022, Industra Bank services current accounts, deposits and loans of customers transferred from PrivatBank in accordance with the terms of the agreements concluded with PrivatBank. 
• Account balances, deposits and loans, including leases and credit card limits, were transferred to Industra Bank automatically. You do not need to take any additional steps to switch to Industra Bank. 
• New account numbers were assigned to you by Industra Bank. Please find the new account numbers in the letter concerning the transfer PrivatBank accounts previously held after the Transition Date will be closed without the customer's order.
• PrivatBank provided servicing of customer accounts, deposits and loans until 19 August 2022 inclusive
  • When making or receiving payments to/from a PrivatBank account shortly before the Transition Date, in certain cases there could be situations that the payment was not executed and returned to the sender, for example, if PrivatBank requested documents on the origin of the funds and the client did not submit the requested documents to PrivatBank within the specified time, so that PrivatBank cannot fulfil its statutory obligation and process the payment before the Transition Date within the specified time:
    • outgoing payments were not processed if they had not been processed by 19 August 2022 at 5.00 p.m.;
    • incoming payments for which the additional information required for execution was not received by PrivatBank by 19 August at 3.00p.m. were returned to the payer. 
  • Starting with 20 August 2022, PrivatBank ensures communication with customers only remotely. 
• PrivatBank account statements for the period up to and including 19 August 2022 are not available at Industra Bank.
  • Till 20.10.2022, PrivatBank will issue free of charge account statements to customers for the period until 19 August 2022. To receive account statements, please send a request in PrivatBank internet bank or send an application signed with a secure electronic signature to PrivatBank, indicating the account number and the period for which you wish to receive an account statement. 
  • From 21.10.2022, you will be able to receive account statements by sending an application to PrivatBank, signed with a secure electronic signature, in accordance with PrivatBank's price list.
• Until 30 November 2022, Industra Bank will continue to apply to your service the General Terms and Conditions of PrivatBank in force on August 20, 2022 - the day of transition to your service. However, from 1 December 2022, Industra Bank's General Business Terms and Conditions and Price List will apply to the legal relationship related to this service. The General Business Terms and Conditions and Industra Bank's Price List are available at www.industra.finance or upon request at any Industra Bank Customer Service Centre.

• To manage your accounts in Industra Bank internet banking, you need to sign an Internet Bank Agreement with Industra Bank. Please see in the section below the practical instructions on how to connect to Online Banking remotely. 
• In case you are not able to sign the documents remotely, please schedule a visit to one of the eight Industra Bank Customer Service Centres by calling +371 6701 9393. Please remember to bring your personal identification document when visiting the branch.
• You will also be able to obtain information on your account or loan balance and upcoming loan payments by calling the Industra Bank Call Centre during business hours (Mon-Fri, from 8:30 till 18:00) on +371 6701 9393 and authorizing with your PrivatBank voice password.
   

To enable you to conveniently start using Industra Bank Internet banking, most individual customers have an opportunity to conclude an Internet banking agreement remotely.
Internet banking agreement is available to former PrivatBank customers - individuals, residents of Latvia, Lithuania, or Estonia, with a current account, loan obligations or with a deposit which were transferred to Industra Bank, on the Dokobit platform, if:

• PrivatBank had your valid mobile phone number, and
• you have an electronic signature (e-ID (requires a card reader), Smart-ID (qualified account user) or eParaksts Mobile).

How does it happen?

• Log in to the Dokobit platform with an electronic signature (you already must have received an email notification from Dokobit that the document is available for signing). Registration with Dokobit is free of charge.
• In Dokobit, you will see an application for the use of Industra Bank Internet Banking, which, after signing it, together with the General Business Terms and Conditions, forms an agreement for the use of Internet Banking. This document will contain your mobile phone number for authentication in the Industra Bank internet bank, as well as your internet bank user code.
• Before signing the contract,
  • check if all the information provided, including your phone number, is correct (this is the number you gave PrivatBank for contacting you);
  • if the phone number is incorrect, in no case do not sign the contract, but write to us at info(abols)industra.finance, indicating your first and last name, as well as the correct phone number and client code that you will see in the title of the contract. We will correct the contract and upload it once more to the Dokobit system for signing.
• If the phone number is correct, sign the agreement and remember the Internet bank user code specified in the agreement, you will need it to connect to the Internet bank.
• When you sign the agreement, we will automatically receive a notification and as soon as possible, but no later than within 5 working days, we will connect you to the Internet bank and send you an initial password for the Internet bank as SMS to the mobile phone number specified in your contract. You will need to change your password when logging on to the Internet Bank for the first time.
  • When the bank signs the agreement, you will receive an email notification.
  • Within 7 days of receiving the notification, please log in to Dokobit and upload the mutually signed internet bank agreement.
• To make it easier for you to get acquainted with Industra Bank Internet banking features, we have prepared user manual for you on how to use it (available in Latvian). We hope that you will find all the expected answers about use of daily banking services there.

Other important information

• The Dokobit platform is designed for the secure signing of legally binding documents in the European Union. It is certified and complies with the requirements of the data protection regulation.
• If you do not currently have a qualified electronic signature, you can easily and quickly receive it in one of the following ways:
  • Connecting a qualified Smart-ID signature takes only a few minutes. More about connecting and using Smart-ID
    • The easiest way to create a qualified Smart-ID account in a few minutes is to use biometric identification (an extension can be done by clicking "Get a qualified account" in the menu; you can watch this video tutorial starting at 2:20 minute).
  • By drawing up for eParaksts mobile. More about eParaksts mobile
     

If you have credit obligations, including a lease, a credit limit on a payment card or other agreements providing for your obligations to PrivatBank, then from 20 August all loan-related payments, including arrears, must be made to Industra Bank account, the number of which is specified in the letter sent to you. 

• The insurance policies of the pledged property remain valid until the expiry date of the insurance policy (in the case of leasing, see the section "Lease re-registration process" for details on the transition process and insurance policies). From now on, submit a copy of the policy or other documents required by the loan agreement to any Industra Bank Customer Service Centre or send an email to polises(abols)industra.finance. Industra Bank must be informed also of an insured event.
• You can receive the loan information (loan balance, schedule, loan rate, etc.) at Industra Bank's Customer Service Centres, online banking and by calling the Industra Bank Call Centre during its business hours (Mon-Fri 8:30 till 18:00) at +371 6701 9393 and authorizing with your PrivatBank voice password.
• If you had a leasing contract with PrivatBank, please refer to the next section on the process of re-registering the leased object with the Road Traffic Safety Directorate and other practical information.
   

We will organise the change of vehicle ownership between 22 August and 16 September 2022. In case you are planning to take the vehicle outside Latvia during the aforementioned period, please immediately inform Industra Bank by calling on +371 6701 9393. In case it will still be possible, we will agree on a specific time for re-registration of the vehicle within the aforementioned period.

Important: 

• The cost of re-registering the leased vehicle and issuing a new passport is borne by the banks. If the bank has paid any fines and taxes (Vehicle Use Tax and Company Car Tax) together with the re-registration, Industra Bank will include these amounts in the invoice with payment due by the end of the year.
• If the vehicle holder is entitled to vehicle use and/or other tax exemptions, we asked to declare them by logging in to the Road Traffic Safety Directorate's e-service. Otherwise the exemptions are not taken into account when paying taxes and fees.
• From now on, monthly leasing invoices will be sent to the email address specified in the Leasing Agreement. Please contact Industra Bank at  info(abols)industra.finance with your e-mail address and telephone number if you receive an invoice by the due date as well as if the e-mail address, telephone number or other contact details provided in the Leasing Agreement have changed.
• The MTPL policies of the vehicles remain valid according to the terms of the MTPL contract. 
• For CASCO insurance policies, we urged you to contact your insurer and sign an agreement to the insurance contract stipulating that the CASCO contract remains valid after the vehicle is re-registered with Industra Bank. Othervise there is a possibility that your CASCO policy is terminated. After the expiry of the policy, please send information about a new or renewed insurance policy (a copy of the policy) to info(abols)industra.finance.
• The registration of a change of ownership of a tractor or its trailer can only be carried out by the holder of the leasing object, by presenting the tractor or its trailer for comparison of technical data and submitting an application and registration certificate to the State Technical Supervision Agency (STSA), so please contact Industra Bank staff calling on +371 6701 9393 to separately agree on the re-registration procedure. For information on registering a change of ownership of a tractor or its trailer, please visit the STSA website.

The re-registration process:

• Between 22 August and 16 September 2022, the banks will take action to register the change of ownership with the RTSD.
• Once the new registration certificate has been issued, the previously issued certificate will become invalid for use on the road and you must destroy it yourself. Industra Bank will contact you to arrange the collection of your new vehicle registration certificate.

If you have any questions, please contact PrivatBank or Industra Bank using the contact details provided in the "Additional information and advice" section.  
 

About the transaction in general and the transfer of customer information and the contracts

What has the Industra Bank acquired?
The Industra Bank has acquired PrivatBank business of servicing individuals and legal entities, which encompasses customer accounts, loan and lease contracts, deposits, as well as securities and real estate, which belong to the bank.

When customer servicing was transferred from PrivatBank to Industra Bank?
After the permission by FCMC for transaction implementation was received, the banks agreed to implement the transfer on 20 August. We individually informed each customer regarding the detailed transfer plan and the practical transfer aspects, using all the means of communication, which were at our disposal – postal letters, e-mails and through the PrivatBank internet bank. We also draw attention of the customers to the sent information using SMS's.

How was executed transfer of information and contracts of PrivatBank customers to the Industra Bank?
The account balances, deposits and loans, inter alia, leases and credit limits of payment cards of customers, were transferred to Industra Bank automatically, and remain in effect in accordance with urrent provisions. The customers do not have to conduct additional activities in relation to transfer to Industra Bank. For more convenient use of babnkung services we urge customers to conclude agreement about use of Industra Bank internetbank. 

Where do I currently need to apply with up-to-date questions regarding cooperation with the bank?
Now Industra Bank ensures servicing of your accounts, deposits and loans. This means that, all applications, orders, documents, inter alia, insurance policies or requests regarding current contracts, as well as payments for covering loan liabilities, should be sent to Industra Bank. 

Will the Price list and the General Regulations on Transactions of PrivatBank apply to me further on?
In order to implement transfer in as flowing manner as possible, up until 30 November 2022, regarding your servicing, Industra Bank will continue to apply the General Regulations on Transactions and the Price List, which are currently in effect in PrivatBank. These documents, together with other practical information regarding the transfer, can be found at the Industra Bank website. As from 1 December 2022, in legal relations in relation to your servicing, the General Business Terms and Conditions and the Price List of Industra Bank will be applied. You can get familiarized with the General  Business Terms aand Conditions and the Price List of Industra Bank at the website www.industra.finance, or to receive information upon request in any of the Industra Bank customer service centers.

What new opportunities can I use following the transfer to the Industra Bank?
After joining the customers of Industra Bank, you get access to the services, which have not been available previously, for instance: cash operations, payment cards. Industra Bank also offers significantly more extensive servicing opportunities in person. See our offering for daily banking, investments or business lending, as well as the location of the Industra Bank customer centers at the Industra Bank website.

Account management

Following the transfer to the Industra Bank, do I keep my existing account numbers?
No, other account numbers are assigned to you at Industra Bank. We invite you to immediately inform your business partners, employer, as well as other payers (for instance, SSIA, SRS etc.) regarding your new account numbers, to avoid a situation, when a salary, a pension, or other payments due to you are not credited.

How can I find out my new account number?
We individually informed each customer regarding the new account number and other practical transfer aspects, using all the means of communication, which were at our disposal – by postal mail, e-mail and through the PrivatBank internet bank. If for some reason this letter did not reach you, please find out your new account numbers by calling the Contact Center of Industra Bank during working hours (during workdays, as from 8.30 up until 18.00) by phone +371 6701 9393 and using your Privat Bank voice password, or at the nearest client service centre of Industra Bank. 

How can I receive information regarding my transferred fund balance?

Information regarding account or loan balances and loan payments to be made is available by calling the Contact center of Industra Bank during working hours (during workdays, as from 8.30 up until 18.00) by phone +371 6701 9393 and by authorising with own PrivatBank voice password.

How will I be able to receive a statement of the PrivatBank account?

Statements of PrivatBank accounts for the period of time up until 19 August 2022 (inclusive) are not available in Industra Bank. Which

Until 20 October, PrivatBank will ensure free-of-charge provision of account statements. In order to receive account statements, please send a request in PrivatBank internet bank or e-mail message to welcome(abols)privatbank.lv with attached an application, which is signed with a secure electronic signature, indicating the account number and the period of time, for which you would like to receive an account statement.

How can I get access to internet bank of Industra Bank?
In order to manage own accounts in the internet bank of Industra Bank, you will need to conclude a contract with Industra Bank regarding internet bank usage. Please find above a process for remote signing of a contract on internet bank, developed in order to provide you with a possibility to receive access to internet bank of Industra Bank soon after the transfer. 

Will the power of attorney drawn up by PrivatBank for activities with an account, a loan or a deposit will remain in force?
No, following the transfer, the powers of attorney drawn up by PrivatBank will lose their effect.

Will I have opportunity to contact PrivatBank following the transfer to Industra Bank?
From 20 August, regarding all issues concerning current, transferred contracts, you must apply to Industra Bank.
In turn, regarding the transactions, which have been performed up until 19 August, or, in order to receive account statements for the previous periods of time, send a request to PrivatBank, by submitting it to the internet bank of PrivatBank, or by sending an application, which is signed with a secure electronic signature, via e-mail welcome(abols)privatbank.lv, and indicating the account number and the period of time, for which you would like to receive a statement of account. 

Loans and Lease

Does my loan contract remain in effect?
All the concluded loan contracts, inter alia, commercial loan contracts, contracts on mortgage loans, contracts on payment card credit limits and lease contracts, remain in effect in accordance with the current provisions, and were automatically transferred to Industra Bank. The customers do not have to conduct additional activities in relation to transfer to Industra Bank.

How shall loan payments be made further on?
We sent you the letter, which included the new account number, where, further on, you have to make your monthly payments in accordance with the effective payment schedule, provisions and invoices. If for some reason this letter did not reach you, please find out your new account numbers by calling the Contact Center of Industra Bank during working hours (during workdays, as from 8.30 up until 18.00) by phone +371 6701 9393 and using your Privat Bank voice password, or at the nearest client service centre of Industra Bank. 

Whether lease object reregistration shall be carried out in CSDD/VTUA?
Yes, we will reregister the vehicles, which are leased, during the period of time as from 22 August 2022 up until 16 September 2022. Please see the detailed information regarding the procedure of reregistration in a separate section.

Deposits

Does my Deposit contract remain in effect?
All the deposit contracts, which were transferred to Industra Bank, stay in effect up until their expiry, in accordance with the effective provisions. These were automatically transferred to Industra Bank. The customers do not have to conduct additional activities in relation to transfer to Industra Bank.
We individually informed each customer regarding the detailed transfer plan and the practical transfer aspects, using all the means of communication, which were at our disposal – by sending a postal letter, by e-mail and through the PrivatBank internet bank. 
The customers, where individual accounts have been previously indicated for receipt of the principal deposit amount and interest, will now receive both the principal amount and the interest at the account for pay-out of the deposit principal amount.

In case you have questions or require a consultation regarding transfer to Industra Bank, please contact us:

• by calling the Contact Center of Industra Bank during working hours (during workdays, as from 8.30 up until 18.00) by phone +371 6701 9393,
• by writing to info(abols)industra.finance,
• or by visiting one of the eight customer service centers of Industra Bank in Riga, Liepāja, Ventspils, Jelgava or Daugavpils,
• E-mail for submitting a copy of the insurance policy or other documents specified in the loan agreement: polises(abols)industra.finance.

Until 30 November 2022, Industra Bank will continue to apply the General Terms and Conditions of PrivatBank being in force on August 20, 2022 (on the day of transfer) to your service. 

PrivatBank Price lists and General Terms and Conditions:

• Private сlients – residents, from 15.08.2022
• Business – residents, from 15.08.2022
• Private clients – non-residents, from 01.07.2022
• Business – non-residents, from 01.07.2022
• Glossary
• General regulations on Transactions (in Latvian)