Banking with us during Covid-19

Supports for our customers to manage your finances


Covid-19 is changing how people bank and our digital-first products and services means we are ideally positioned to help you on this journey.

We have a range of supports in place for our customers who have been negatively impacted by Covid-19 and we have been reviewing how we are delivering our service to you to continue to make banking easier in these times. We fully understand that you might be worried about your financial situation and for those impacted by Covid-19 we are ready to take your applications for loan and mortgage payment breaks.

For loan and mortgage payment breaks you can contact us on 1850 93 02 35 or email covid19enquiries@kbc.ie. We are all working hard to maintain the best service we can.

Please be aware that our phone lines are very busy at the moment so please bear with us and we appreciate your patience in getting in touch. If you have already spoken to one of our team please rest assured that we will call you back.
 
We have a dedicated phone line for elderly and vulnerable customers during the Covid-19 crisis. You can contact us on 1800 804 472.
 
Business banking Customers
For business customers your dedicated KBC Business Partner is available should you have any concerns and you can find more information here.
 
If you are an existing KBC customer and have financial concerns not related to payment breaks our customer service team is here 24/7 to help you out. Call us on 1800 93 92 44.
 

 

As a KBC customer how are we supporting you?

We have a range of financial measures to support customers who are facing financial difficulties as a result of the Coronavirus. These include:
  • Payment breaks on mortgages and loans for personal and SME business customers impacted by Covid-19.

  • Free contactless: in respect of card payments and for people concerned about handling cash payments – across all our personal current accounts all contactless payments are free for domestic and eurozone transactions.

  • We have increased the contactless payment limit from €30.00 to €50.00. Banks, retailers and technology companies have worked together in order to facilitate the limit increase in response to Covid-19 and this increase will help limit the number of cash transactions. The new limit applies to all contactless transactions made in store with a physical debit or credit card across most essential retail outlets in Ireland.

  • Digital Wallets: KBC would like to remind customers that it has a range of free contactless ‘tap and go’ payments for purchases over €50, offering digital wallets from Apple Pay™, Google Pay™, Fitbit Pay™, Garmin Pay™ and Wena Pay™.  

  • A dedicated KBC team has been established to help customers with any financial concerns or questions they have regarding COVID-19.  This team can be contacted on 1850 93 02 35 or by emailing covid19enquiries@kbc.ie.

  • This is in addition to our normal channels for business and personal customers to contact us on; which includes 24/7 customer service via phone, live webchat, email and social media  and through our hubs across the Country

  • For KBC business customers there is a dedicated KBC Business Partner available should any customer have any concerns.

  • All court processes currently in train will be suspended for a three month period. 

  • As we work together to limit the spread of COVID-19 we have implemented priority hours Monday-Friday from 10-11.30 for our vulnerable and elderly customers across our hubs. We would like to ask all KBC customers to respect this time while we support the elderly & vulnerable in the community. 

  • A dedicated freephone phone line has been established for vulnerable and cocooning customers during the COVID-19 crisis. This team can be contacted on 1800 804 472.

  • Due to Covid-19, Revenue have confirmed that Government Stamp duty (€30 per year per credit card account) on credit cards usually collected on 1 April, will not be collected until 1st July 2020.

  • For customers who wish to apply for a mortgage, we will now accept email confirmation from an Employer of the applicant’s income and employment details. This is to support customers who are currently experiencing delays in obtaining signed and stamped Salary Certificates to verify employment.
     

Mortgage & Personal Loan Payment Breaks – Frequently asked questions

What is a payment break?

A payment break gives you a break from repaying your mortgage or personal loan. Under a payment break agreed with your lender, the loan repayment is postponed for an agreed period of time. Any repayments not made during this period will continue to be charged with interest and must be paid back in the future. What this means for your repayments is explained later in these FAQs.

I have been impacted by Covid-19 and I will not be able to pay my Mortgage and/or Personal Loan.

We are committed to helping our customers who are impacted by COVID-19 and have solutions in place to help.  Depending on your circumstances, we can offer you a moratorium (payment break) or interest-only payment arrangement. 

Please contact us on 1850 93 02 35 and we will discuss your options with you.

I might be affected by Covid-19 and may not be able to pay my scheduled repayment

We would encourage you to continue to maintain your repayments to your account if you are able to do so.  But if your circumstances change, we will be able to help you. 

Please contact us on 1890 93 02 35 and we will discuss your options with you.

If I take a payment break, how will this affect my repayments?

Your monthly repayments will be reduced during the arrangement. After the arrangement ends, there will be an increase in your monthly repayments due.  The reason for this is that, depending on the type of arrangement you avail of, there will be an amount of capital and/or accrued interest that you will have deferred the repayment of during the arrangement.  These deferred repayments will need to be repaid over the remaining term of your loan, and so your monthly repayments will be adjusted at the end of the arrangement to take this into account. Before your arrangement ends, we will contact you to let you know what the increased monthly repayment will be.

Depending on your circumstances, we may be able to extend the term of the loan by the number of months of which you availed of the payment break. This will reduce any increase in your revised scheduled repayment but it will mean that your loan term will be longer. There will be an additional cost to you if you avail of this option,  which is referred to as the “Additional Cost of Credit”. This is explained in detail in the answer to the question “Will this involve any additional cost for me”? We can discuss the option of a term extension with you as you come to the end of your arrangement.

Will this involve any additional cost for me?

Yes.  Where you take a payment break (moratorium), you will be deferring the payment of both interest and capital. Where you avail of an interest only arrangement, you will be deferring the payment of capital only.
 
Interest that accrues during the payment break will be capitalized and repaid over the remaining term of the loan. As such, it will attract interest in the same way as the loan advance until repaid in full. In addition, the capital repayments that are deferred under a payment break or interest only arrangement will mean you are repaying the loan more slowly than originally scheduled. Interest will still be charged on those deferred capital repayments. Together, these represent an additional cost of credit.  
 
Where you avail of a payment break (deferred interest and capital) or an interest only arrangement (deferred capital only), we will confirm the total additional cost of credit in writing to you.
 

I’m not sure how much I can commit to paying each month – can I vary the amount?

Yes. You can choose interest only or a full moratorium, but you can then make a manual payment each month on top of this depending on what you decide is affordable to you. You can stop this extra payment at any time if you need to do so.
 

I’m on an agreed long term reduced repayment arrangement - can I still have these arrangements?

These options can be considered, taking into account your current arrangement with the bank. Please contact us to discuss the details of your own individual case on 1890 93 02 35.
 

My Direct Debit has already left my account. Can I get it back?

If you send us evidence of the money which has left your account (by email to collectionsenquiries@kbc.ie) – for example, a screenshot from your internet banking – then we can arrange for a refund to you while this is being processed. If you are unable to provide us with this, then you will have to follow the normal Direct Debit Refund process. The form can be downloaded from our website and posted back into us within 8 weeks of the date of the Direct Debit.


 

What documentation do I need to provide the Bank with to prove my situation?

At the moment, if you are impacted by Covid-19 no supporting documentation is required in order to avail of an arrangement.
 
If you avail of an arrangement, we will contact you again prior to the end of the payment break and may ask you to complete and return a Standard Financial Statement (mortgage) or Income and Expenditure form (personal loan) to help us better understand your circumstances.

What impact will this have on my Irish Credit Bureau (ICB)/Central Credit Register (CCR) Credit Rating?

For the duration of this payment break, your account record with the ICB and /or the CCR will not be adversely affected, as announced by the Minister for Finance and the Banking and Payments Federation of Ireland (“BPFI”). 

What if my financial concerns are not as a result of Covid-19?

We have a range of different options available.
 
For Mortgage Customers:
You will need to complete a Standard Financial Statement and send it to us along with all your supporting documentation by post if possible (or by scanning and emailing it to collectionsenquiries@kbc.ie).
 
 
 
For Personal Loan Customers:
You will need to complete an Income and Expenditure Form and send it to us along with all your supporting documentation by post if possible (or by scanning and emailing it to collectionsenquiries@kbc.ie).
 
If you have both a Mortgage and Personal Loan with us, you will need to provide us with only a Standard Financial Statement and supporting documentation.
 
The Standard Financial Statement form can be found in our Mortgage Support section.

The Income and Expenditure form can be downloaded here: Income and Expenditure form (pdf, 430 KB)
 
Your circumstances will be assessed and a member of our Arrears Support Unit will be back in contact with you to confirm the information and discuss the options available to you.
 

I have not found the answers I need on this page. What should I do?

If you still have unanswered questions about the options available to you, please contact us on 1890 930 235 and a member of our team will be happy to help you. 

Remember

Daily Banking: You can continue to do all your daily banking online or through the mobile app.

Getting in touch: Customers can continue to contact us through our normal channels with any queries they may have.

Call us
New customers -1800 51 52 53
Existing customers - 1800 93 92 44
Debit & credit card lost/stolen - 1800 93 62 87
Mortgage payments (24hr line) -1800 93 70 40

If calling us from overseas:
New customers (Int'l)  - +353 1 664 6666
Existing customers (Int'l) - +353 1 664 6100
Arrears support - 1850 93 02 35
Mortgage payments (Int'l) -+353 1 664 6446

Fraud and Covid-19:
Fraudsters will continue to exploit the current situation to facilitate various types of fraud and cybercrime. To protect yourself from these threats please continue to be vigilant with phishing emails received or emails with attachments that may contain malware.

Be alert to suspicious phone calls, texts or emails from anyone claiming to be from the bank with a message about Coronavirus. Trusted organisations will NEVER ask you for your full PIN or password, or ask you to move money from your account.

Covid-19 Planning and Response

As we navigate the rapidly evolving Covid-19 crisis, KBC Bank Ireland is focused on supporting employees and continuing to deliver the best outcomes for customers.

Protecting employees has been a key focus for KBC whose digital focused platform ensured 90 percent of all employees have been working from home since the outset of the pandemic.

KBC is working with the Central Bank of Ireland, Government and the Banking and Payments Federation of Ireland (BPFI) to deliver a range of measures to support customers who have been financially impacted by the pandemic.
 

Get in touch

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