INSTRUCTIONS FOR CLIENTS (INDIVIDUALS) WITH DIFFICULTIES IN PAYING DEBT
Ziraat Bank Montenegro (hereinafter: the Bank) is committed to providing support to clients who are facing objective difficulties in meeting their credit obligations.
The aim of this instruction is to inform you about the measures that the Bank can take to facilitate your debt repayment before initiating forced collection proceedings.
1. When can you contact the Bank for relief?
Payment difficulties may arise due to unforeseen life circumstances beyond the client's control, such as:
- Loss of employment or significant reduction in income.
- Serious illness or injury that causes a reduction in work ability.
- Difficult family circumstances (death of spouse, divorce, etc.).
2. How to apply for benefits?
The client has the right to submit a written, reasoned request for the approval of benefits.
- Where to submit: The application can be submitted in person at the Bank's branches or electronically to the official e-mail address: office@ziraatbank.me
- What to attach: Along with the request, it is necessary to submit evidence of the stated circumstances that led to payment difficulties.
- Note: If the request is incomplete, the Bank will inform you within three working days how to complete it.
3. Measures that the Bank can offer
Depending on your specific situation, the Bank may propose one of the following measures:
1. Extension of the debt repayment term.
2. Postponement of payment (grace period) of principal or interest for a certain period.
3. Interest rate reduction.
4. Change of loan type or debt consolidation.
5. Partial repayment or, in special cases, partial debt write-off.
4. Who and how decides on your request?
Commission of the Bank decides on your request.
The bank is obliged to make a decision within 30 days from the date of receipt of the request and to notify you thereof in writing or electronically.
5. Appeals process
If your request is rejected or the Bank does not make a decision within 30 days, you have the right to appeal.
- Deadline for appeal: 10 days from the date of receipt of the decision (or the expiration of the deadline for its adoption).
- Second-instance commission: The appeal is decided by a second-instance commission composed of three members.
- Deadline for deciding on an appeal: The Commission issues a decision within 15 days (exceptionally 22 days in complex cases).
6. Important notes for clients
- Protection against forced collection:
While the decision-making process on your request for relief is ongoing, the Bank cannot terminate the loan agreement or declare the debt due in its entirety. - Costs:
The Bank does not charge a fee for considering requests for relief, except for actual costs not determined by the Bank (e.g. costs of security instruments). - Communication:
The bank is obliged to maintain continuous communication with you in order to understand the reasons for the delay and offer adequate information about possible relief.