List of Customer's Rights and Duties

 

Dear Customer,

In accordance with  Banque  du  Liban  basic  circular  No.  134  dated  12/ 02/ 2015, Excillis Finance SAL has the pleasure, in the course of our dealing together, to offer the best services at the best conditions based on total transparency,that assures a good and lasting relation ship.

Abiding by this transparency, our Institution would like to inform you about your rights and duties detailed here below and will put a copy of this list at your disposal:

 

Customer's Rights:

⦁ To take cognizance of the terms, conditions, and details of the product or service, and to request ample explanations to be  sure  that  he/she  has  understood   them  and  can abide by them.

⦁ To obtain from the concerned employee a clear, ample and simplified explanation about  the financial services and products with different risk levels.

⦁ To obtain from the concerned employee a professional and clear answer to any question concerning an ambiguous clauseor condition.

⦁ To request the use of Arabic in any document, correspondence or transaction with the Institution.

⦁ To request to read and obtain in advance a copy of each document and text referred to in any contract to be signed with the Institution.

⦁ To obtain and retain a copy of the contracts and documents signed by the Customer, without bearing any additional cost.

⦁ To request the Institution to determine the actual cost of the product or service, including the actual insurance cost and the computational method of the lending or deposit interest rate.

⦁ To choose freely an insurance company among, at least, five companies that are accepted by the Institution and mentioned in a written list, in case obtaining the product or service is contingent upon the submission of an insurance policy to the Institution.

⦁ To obtain any product or service provided it is suitable with the Customer's request, profile and perception of the likely financial risks associated to the product or service.

⦁ To obtain, for each product or service, a periodic detailed statement of account.

⦁ Refuse to sign a blank or incomplete Form and make sure all the required fields and figures in the Form to be signed by the Customer are correct and complete.

⦁ To submit a claim about any service or product, and request from the Institution an explanation on the claim submission procedure, the time limit needed to be notified of the claim outcome, and the mechanism applied to submit the claim to other authorities whenever the Customer is not convinced of the claim outcome.

 

Customer's Duties:

⦁ Provide true,  complete and accurate information when filling out any Form provided by the Institution, and refrain from providing any false information.

⦁ Disclose all financial obligations when applying for a product or service, without prejudice to the rights conferred to Customers by the Banking Secrecy Law.

⦁ Update the personal information submitted to the Institution, on a continuous basis and whenever required to do so.

⦁ Comply with the terms and conditions governing the chosen service or product.

⦁ Promptly notify the Institution of any unknown operation on his/her account.

⦁ Provide the institution with his/her home address, work address,email, ordinary mail, and telephone number, and report any change in this information to enable the institution to contact the concerned Customer personally and thus guarantee the privacy of information.

 

Instructions to the Customer:

⦁ Do not provide any other party, under any circumstances, with any details about your Bank account or any other banking or critical personal information.

⦁ Whenever facing financial difficulties preventing you from meeting your obligations or paying your installations in due time, refer to the institution in order to find out the best options, including the rescheduling of obligations.

⦁ Be careful when granting a proxy to a third party to complete your banking and financial transactions, by clearly determining the powers delegated under this proxy.

 

 

حضرة العميل الكريم٬

عملا بالتعميم الاساسي رقم ١٣٤الصادر عن مصرف لبنان تاريخ ١٢-٢-٢٠١٥˓ يسر شركة إكسيليس فايننس ش.م.ل وفي معرض التعامل مع حضرتكم˓ تقديم أفضل الخدمات بأفضل الشروط معتمدة أعلى معايير الشفافية التي تؤمن حسن التعاون والاستمرارية.ا

والتزاماً بتلك المعايير٬ نود إعلامكم بالحقوق التي تعود لكم والواجبات الملقاة على عاتقكم٬ المعددة في اللائحة أدناه والتي تضعها الشركة بتصرفكم:

 

حقوق العميل:

ﺍﻻﻁﻼﻉ ﻋﻠﻰ ﺃﺣﻜﺎﻡ ﻭﺷﺮﻭﻁ ﻭﺗﻔﺎﺻﻴﻞ ﺍﻟﻤﻨﺘﺞ ﺃﻭ ﺍﻟﺨﺪﻣﺔ ﻭﻁﻠﺐ ﺍﻹﻳﻀﺎﺣﺎﺕ ﺍﻟﻮﺍﻓﻴﺔ ﻋﻨﻬﺎ ﻟﻠﺘﺄكّد ﻣﻦ ﻓﻬﻤﻬﺎ ﻭﺍﻟﻘﺪﺭﺓ ﻋﻠﻰ ﺍﻻﻟﺘﺰﺍﻡ ﺑﻬﺎ.

ﺍﻟﺤﺼﻮﻝ ﻋﻠﻰ ﺷﺮﺡ ﻭﺍﺿﺢ ﻭﻭﺍﻑٍ ﻭﻣﺒﺴّﻂ ﻣﻦ ﻗﺒﻞ ﺍﻟﻤﻮﻅﻒ ﺍﻟﻤﻌﻨﻲ ﻋﻦ ﺍﻟﺨﺪﻣﺎﺕ ﻭﺍﻟﻤﻨﺘﺠﺎﺕ ﺍﻟﻤﺎﻟﻴّﺔ ﺍﻟﺘﻲ ﺗﺤﺘﻮﻱ ﻋﻠﻰ ﻣﺴﺘﻮﻳﺎﺕ مختلفة ﻣﻦ ﺍﻟﻤﺨﺎﻁﺮ.

ﺍﻟﺤﺼﻮﻝ ﻋﻠﻰ ﺇﺟﺎﺑﺔ ﻋﻦ ﺃﻳﺔ ﺃﺳﺌﻠﺔ ﺑﺸﺄﻥ ﺃﻱ ﺑﻨﺪ ﺃﻭ ﺷﺮﻁ ﻏﻴﺮ ﻭﺍﺿﺢ ﻣﻦ ﻗﺒﻞ ﺍﻟﻤﻮﻅﻒ ﺍﻟﻤﻌﻨﻲ ﻭﺫﻟﻚ ﺑﻄﺮﻳﻘﺔ ﻣﻬﻨﻴّﺔ ﻭﻭﺍﺿﺤﺔ.

ﺍﻟﻄﻠﺐ ﺑﺄﻥ ﺗﻜﻮﻥ ﺍﻟﻠﻐﺔ ﺍﻟﻌﺮﺑﻴﺔ ﻣﻌﺘﻤﺪﺓ ﻓﻲ ﺃﻱ ﻣﺴﺘﻨﺪ ﺃﻭ ﻣﺮﺍﺳﻠﺔ ﺃﻭ ﻣﻌﺎﻣﻠﺔ ﻣﻊ الشركة.

ﻁﻠﺐ ﺍﻻﻁﻼﻉ ﻭﺍﻻﺳﺘﺤﺼﺎﻝ ﻣﺴﺒﻘﺎً ﻋﻠﻰ ﻧﺴﺨﺔ ﻣﻦ ﻛﻞ ﻣﺴﺘﻨﺪ ﻭﻭﺛﻴﻘﺔ ﻭﻧﺺ ﻣﺸﺎﺭ ﺇﻟﻴﻬﺎ ﻓﻲ ﺃﻱ ﻋﻘﺪ ﻣﻨﻮﻱ ﺗﻮﻗﻴﻌﻪ ﻣﻊ الشركة.

ﺍﻟﺤﺼﻮﻝ ﻋﻠﻰ ﻧﺴﺨﺔ ﻣﻦ ﺍﻟﻌﻘﻮﺩ ﻭﺍﻟﻤﺴﺘﻨﺪﺍﺕ ﺍﻟﻤﻮﻗّﻌﺔ ﻣﻨﻪ ﻭﺍﻻﺣﺘﻔﺎﻅ ﺑﻬﺎ ﺩﻭﻥ ﺗﺤﻤﻴﻠﻪ ﺃﻱ ﻛﻠﻔﺔ ﺇﺿﺎﻓﻴﺔ.

ﺍﻟﻄﻠﺐ ﻣﻦ الشركة ﺍﻟﻤﺎﻟﻴّﺔ ﺗﺤﺪﻳﺪ ﺍﻟﻜﻠﻔﺔ ﺍﻟﻔﻌﻠﻴّﺔ ﻟﻠﻤﻨﺘﺞ ﺃﻭ ﻟﻠﺨﺪﻣﺔ ﺑﻤﺎ ﻓﻴﻬﺎ ﺍﻟﻜﻠﻔﺔ ﺍﻟﻔﻌﻠﻴّﺔ ﻟﻠﺘﺄﻣﻴﻦ ﻭ ﻁﺮﻳﻘﺔ ﺍﺣﺘﺴﺎﺏ ﺍﻟﻔﺎﺋﺪﺓ ﺍﻟﺪﺍﺋﻨﺔ ﺃﻭ ﺍﻟﻤﺪﻳﻨﺔ.

ﺍﻟﺤﺼﻮﻝ ﻋﻠﻰ ﺃﻱ ﻣﻨﺘﺞ ﺃﻭ ﺃﻱ ﺧﺪﻣﺔ ﺇﺫﺍ ﻛﺎﻥ ﺫﻟﻚ ﻳﺘﻼءﻡ ﻣﻊ ﻁﻠﺒﻪ ﻭﺧﻠﻔﻴّﺘﻪ ﻭﻣﻘﺪﺭﺗﻪ ﻋﻠﻰ ﺍﺳﺘﻴﻌﺎﺏ ﺍﻟﻤﺨﺎﻁﺮ ﺍﻟﻤﺎﻟﻴّﺔ ﺍﻟﻤﺤﺘﻤﻠﺔ ﻟﻬﺬﺍ ﺍﻟﻤﻨﺘﺞ ﺃﻭ ﺍﻟﺨﺪﻣﺔ. 

ﺍﻟﺤﺼﻮﻝ ﺩﻭﺭﻳًﺎ ﻋﻠﻰ ﻛﺸﻒ ﻣﻔﺼﻞ ﻟﻜﻞ ﺣﺴﺎﺏ ﻣﺮﺗﺒﻂ ﺑﻤﻨﺘﺞ ﺃﻭ ﺑﺨﺪﻣﺔ.

ﻋﺪﻡ ﺍﻟﺘﻮﻗﻴﻊ ﻋﻠﻰ ﻧﻤﺎﺫﺝ ﻓﺎﺭﻏﺔ ﺃﻭ ﻏﻴﺮ ﻣﻜﺘﻤﻠﺔ ﻭﺍﻟﺘﺄكّد ﻣﻦ ﺃﻥّ ﺟﻤﻴﻊ ﺍﻟﺤﻘﻮﻝ ﺍﻟﻤﻄﻠﻮﺑﺔ ﻭﺍﻷﺭﻗﺎﻡ ﻓﻲ ﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﺘﻲ ﻗﺪّﻣﺖ ﻟﻪ ﻟﻠﺘﻮﻗﻴﻊ ﺻﺤﻴﺤﺔ ﻭﻣﻜﺘﻤﻠﺔ.

ﺇﻣﻜﺎﻧﻴّﺔ ﺗﻘﺪﻳﻢ ﻣﺮﺍﺟﻌﺔ ﺑﺨﺼﻮﺹ ﺃﻱ ﺧﺪﻣﺔ ﺃﻭ ﻣﻨﺘﺞ ﻭﺍﻟﻄﻠﺐ ﻣﻦ الشركة ﺷﺮﺡ ﻛﻴﻔﻴّﺔ ﺗﻘﺪﻳﻢ ﺍﻟﻤﺮﺍﺟﻌﺔ ﻭﺍﻟﻤﻬﻠﺔ ﺍﻟﺰﻣﻨﻴّﺔ ﻹﺑﻼﻏﻪ ﺑﺎﻟﻨﺘﻴﺠﺔ ﻭﺁﻟﻴّﺔ ﺭﻓﻊ ﻫﺬﻩ ﺍﻟﻤﺮﺍﺟﻌﺔ ﺇﻟﻰ ﻣﺮﺍﺟﻊ ﺃﺧﺮﻯ ﻓﻲ ﺣﺎﻝ ﻋﺪﻡ ﺍﻻﻗﺘﻨﺎﻉ ﺑﺎﻟﻤﻌﺎﻟﺠﺔ ﺍﻟﻤﻌﺮﻭﺿﺔ ﻋﻠﻴﻪ.

 

واجبات العميل:

ﺗﻘﺪﻳﻢ ﻣﻌﻠﻮﻣﺎﺕ ﺻﺎﺩﻗﺔ ﻭﻛﺎﻣﻠﺔ ﻭﺩﻗﻴﻘﺔ ﻋﻨﺪ ﺗﻌﺒﺌﺔ ﺃﻱ ﻧﻤﺎﺫﺝ ﺧﺎﺻّﺔ ﺑﺎﻟشركة ﻭﺍﻻﻣﺘﻨﺎﻉ ﻋﻦ ﺗﻘﺪﻳﻢ ﺃﻱ ﻣﻌﻠﻮﻣﺎﺕ ﺧﺎﻁﺌﺔ.

ﺍﻹﻓﺼﺎﺡ ﻋﻦ ﺍﻟﺘﺰﺍﻣﺎﺗﻪ ﺍﻟﻤﺎﻟﻴّﺔ ﻛﺎﻓّﺔ ﻋﻨﺪ ﺗﻘﺪﻳﻢ ﻁﻠﺐ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﻣﻨﺘﺞ ﺃﻭ ﺧﺪﻣﺔ ﻣﻊ ﺣﻔﻆ ﺍﻟﺤﻘﻮﻕ ﺍﻟﺘﻲ ﻳﻤﻨﺤﻪ إياها ﻗﺎﻧﻮﻥ ﺳﺮﻳﺔ ﺍﻟﻤﺼﺎﺭﻑ.

ﺗﺤﺪﻳﺚ ﺍﻟﻤﻌﻠﻮﻣﺎﺕ ﺍﻟﺸﺨﺼﻴّﺔ ﺍﻟﻤﻘﺪّﻣﺔ ﺇﻟﻰ الشركة ﺑﺸﻜﻞ ﻣﺴﺘﻤﺮ ﻭﻛﻠﻤﺎ ﻁﻠﺐ ﻣﻨﻪ ﺫﻟﻚ.

ﺍﻟﺘﻘﻴّﺪ ﺑﺎﻟﺸﺮﻭﻁ ﻭﺍﻷﺣﻜﺎﻡ ﺍﻟﺘﻲ ﺗﺮﻋﻰ ﺍﻟﺨﺪﻣﺔ ﺃﻭ ﺍﻟﻤﻨﺘﺞ ﺍﻟﺬﻱ ﻳﺴﺘﻔﻴﺪ ﻣﻨﻪ.

ﻓﻲ ﺣﺎﻝ ﺍﻛﺘﺸﺎﻓﻪ ﻋﻤﻠﻴّﺎﺕ ﻣﺠﻬﻮﻟﺔ ﻋﻠﻰ ﺣﺴﺎﺑﻪ، ﺇﺑﻼﻍ الشركة  ﺑﺬﻟﻚ ﻋﻠﻰ ﺍﻟﻔﻮﺭ.

ﺗﺰﻭﻳﺪ الشركة ﺑﻌﻨﻮﺍﻥ ﺳﻜﻨﻪ ﻭﻋﻤﻠﻪ ﻭﻋﻨﻮﺍﻥ ﺑﺮﻳﺪﻩ ﺍﻹﻟﻜﺘﺮﻭﻧﻲ ﻭﺍﻟﻌﺎﺩﻱ ﻭﺭﻗﻢ ﻫﺎﺗﻔﻪ ﻭﺍﻹﺑﻼﻍ ﻋﻦ ﺃﻱ ﺗﻌﺪﻳﻞ ﻟﻬﺬﻩ ﺍﻟﻤﻌﻠﻮﻣﺎﺕ ﻣﻤّﺎ ﻳﻤﻜّﻦ الشركة ﻣﻦ ﺍﻻﺗﺼﺎﻝ ﺑﺎﻟﻌﻤﻴﻞ ﺍﻟﻤﻌﻨﻲ ﺑﺸﻜﻞ ﻳﺆﻣّﻦ ﺧﺼﻮﺻﻴﺔ ﺍﻟﻤﻌﻠﻮﻣﺎﺕ ﺍﻟﺨﺎﺻﺔ ﺑﻪ.

 

إرشادات العميل:

ﻋﺪﻡ ﺗﻘﺪﻳﻢ ﺃﻳﺔ ﺗﻔﺎﺻﻴﻞ ﺑﺸﺄﻥ ﺣﺴﺎبه ﺍﻟﻤﺼﺮﻓﻲ ﺃﻭ ﺃﻳﺔ ﻣﻌﻠﻮﻣﺎﺕ ﻣﺼﺮﻓﻴّﺔ ﺃﺧﺮﻯ ﺃﻭ ﺷﺨﺼﻴّﺔ ﺩﻗﻴﻘﺔ، ﺗﺤﺖ ﺃﻱ ﻅﺮﻑ، ﺍﻟﻰ ﺃﻱ ﻁﺮﻑ ﺁﺧﺮ.

ﻋﻨﺪ ﻣﻮﺍﺟﻬﺔ ﺻﻌﻮﺑﺎﺕ ﻣﺎﻟﻴّﺔ ﺗﻤنعه ﻣﻦ ﺍﻹﻳﻔﺎء ﺑﺎﻟﺘﺰﺍﻣﺎﺗﻪ ﺃﻭ ﺗﺴﺪﻳﺪ ﺃﻗﺴﺎﻁﻪ ﻓﻲ ﺍﻟﻮﻗﺖ ﺍﻟﻤﺤﺪّﺩ، ﻣﺮﺍﺟﻌﺔ الشركة ﺑﻬﺪﻑ ﺇﻳﺠﺎﺩ ﺍﻟﺨﻴﺎﺭﺍﺕ ﺍﻷﻧﺴﺐ ﻭﻣﻨﻬﺎ ﺇﻋﺎﺩﺓ ﺟﺪﻭﻟﺔ ﺍﻟﺘﺰﺍﻣﺎﺗﻪ.

ﺍﻟﺘﻨﺒﻪ ﻋﻨﺪ ﻣﻨﺢ ﻭﻛﺎﻻﺕ ﺭﺳﻤﻴﺔ ﻟﻠﻐﻴﺮ ﻹﻧﺠﺎﺯ ﻣﻌﺎﻣﻼته ﺍﻟﻤﺼﺮﻓﻴﺔ ﻭﺍﻟﻤﺎﻟﻴﺔ ﺑﺤﻴﺚ ﻳﺤﺪّﺩ ﺑﺪﻗﺔ ﺍﻟﺼﻼﺣﻴﺎﺕ ﺍﻟﻤﻤﻨﻮﺣﺔ ﺑﻤﻮﺟﺐ ﻫﺬﻩ ﺍﻟﻮﻛﺎﻻﺕ.