Covid-19: A message for KBC customers

Supporting our Customers through these challenging times


Updated 1st April 2020

Now, more than ever we know that we must support the Irish people and our customers. Many of you are facing an uncertain financial future and we understand that we need to play our role to help people and business to manage through the difficult period ahead. We are working with the Government and all stakeholders to ensure we are supporting the national effort and to help people as they adapt now and in the future.
 
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.
 
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.

Payment breaks – Frequently asked questions

I have been impacted by Covid-19 and I will not be able to pay my mortgage.

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 930 235 and we will discuss your options with you.

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

We would encourage you to continue to maintain your repayments to your mortgage if you are able to do so.  But if your circumstances change, we will be able to help you. Please contact us on 1850 930 235 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 mortgage, 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. 

Will this involve any additional cost for me?

Yes. Where you take a payment break, 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.
 

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 1850 930 235.
 

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 https://www.kbc.ie/help/downloadsand 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.However, if you avail of an arrangement, we will contact you again in three months’ time and will ask you to complete a Standard Financial Statement to help us better understand your circumstances.

What impact will this have on my ICB/CCR/Credit Rating?

For the first three months 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”). If you request to cancel the payment break at the end of the first three months, your credit rating will not be impacted.
 
If you do not cancel this payment break for the remaining three months, your account at the ICB will be recorded as “Terms Amended/Moratorium” and your account will be recorded on the CCR as having “Interest only/Moratorium” for less than twelve months” in place. This may affect your ability to obtain future credit. It is therefore very important that you engage with us prior to the end of the first 3 month period if you wish to cancel this payment break. 

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

We have a range of different options available – you need to provide us with a Standard Financial Statement along with all your corroborating documentation by post if possible (or by scanning and emailing it to collectionsenquiries@kbc.ie). 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 1850 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
 
Personal Customers that may be experiencing financial difficulty
We continue to support and work with customers during any period of financial disruption and difficulty they may find themselves in. We have a range of options which allows us to cater for the financial difficulties customers may face and should a customer find themselves in this situation, we would encourage them to engage at all times with us.

Business banking Customers
For business customers your dedicated KBC Business Partner is available should you have any concerns.

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

We have an internal working group in place to ensure continuity of service for our customers and we will continue to monitor the situation and adhere to advice from the HSE and relevant Government Departments. We are also working closely with our industry representative body BPFI (Banking & Payments Federation Ireland, who are engaging with industry stakeholders, the HSE and relevant Government Departments on a coordinated plan in response to the risks associated with any potential further escalation of COVID-19 in Ireland.

Most of all we would ask our customers to stay safe and take care.