Online Banking Security

Acceptance of the Privacy Policy

YOUR TRUST AND OUR COMMITMENT TO YOUR PRIVACY:

At Bank of Alexandria, we regard the trust that you have placed in us to be of the highest importance in our relationship with you. We are committed to value this trust, and will strive to earn it in all occasions that we provide you with products, services, and information to satisfy your needs, and guarding your information every step of the way … and this is why we take this opportunity to describe our privacy policies and the measures we take to protect our customer information. In this Privacy Promise, you will find information about these policies and procedures on how information is secured and used. Any updates to our privacy policies and procedures will be communicated to you so that you can continue to stay informed about this vital issue.

OUR PROMISE TO YOU: -

• We are committed to protecting your privacy at all times and according to the laws and regulatory requirements in this regard.
• We do not share customer information with outside companies for purposes of selling their products and services to you, unless you have been given the opportunity in advance to decline this option.
• We do not share customer information with outside companies for purposes of selling their products and services to you, unless you have been given the opportunity in advance to decline this option.
• We will maintain security standards and procedures designed to protect customer information. We will continue to test and enhance our technology with timely updates to improve the protection of our information about you and this is in accordance with the policy of the bank and the parent company in this regard

OUR POLICIES ON COLLECTION, USE, AND DISCLOSURE OF CUSTOMER INFORMATION : -

Our goal is to provide you with all of the services you will need to succeed financially. Along the way, we are committed to providing you with responsive, personalized service, and keeping you informed about new services that may be of immediate interest to you, or new benefits that can help you derive the greatest value from your relationship with us. To succeed in this endeavor, we collect customer information that becomes the cornerstone of our ability to provide superior banking service to you when you need it.

INFORMATION COLLECTION :-

The primary reason that we collect and maintain customer information is to serve you and administer your customer relationship in an efficient manner. This information may be collected from a variety of sources, such as the following:

• Information you provide to us in applications or forms of our Bank including those collected now or in the future in our web pages.
• Information about your transactions or experiences with the various business units of our Bank.
• Information we receive from other banks and financial institutions, such as those obtained from credit inquiries, providing your credit history, among other financial information.

INFORMATION USE AND DISCLOSURE : -

We use and may share or disclose customer information with our business partners such as agents and vendors, and with other banks, the parent company in Italy and financial institutions for a variety of reasons as follows:

• To protect you. The information we maintain about your customer relationship helps us identify you and helps prevent unauthorized persons from accessing your information, or your accounts or services.
• To provide superior service. Your customer information allows us to respond quickly and efficiently to your needs.
• To tell you about new or enhanced financial services. By understanding your relationship, we can better meet your needs and determine your eligibility for other Bank of Alexandria services that could be of value to you.
• To improve and develop our products and services. Every product or service we offer is designed to reflect the ways our customers actually use their accounts. This is the reason why we collect, and analyze information about customer activity and history, and how we tailor new types of Banking products to meet your needs and under your prior consent to such disclosure.
• To comply with the law. Information will be disclosed as warranted by the laws of the Republic of Egypt including banking rules and regulations.
• To respond to an inquiry about the availability of funds in any of your accounts for which you issued a cheque.
• To serve a specific purpose. Doing so only for specific purposes, we may disclose information with other entities as follows: Non-financial companies, such as companies that perform services on our behalf - including but not limited to cheque book printers, companies that we commission, now or in the future, to process and dispatch account statements by mail, or companies that help us market our own products to you.

INFORMATION DISCLOSED TO OUTSIDE FINANCIAL SERVICE PROVIDERS : -

As stated in our Promise to you, we will not share information with outside companies for the purpose of selling their products and services to you without giving you the opportunity in advance to decline this option (that is, to "opt out" of this type of sharing). We may arrange programs with outside financial service providers to offer you the benefits of "one-stop shopping" or other conveniences. In these cases, unless you exercise your choice to opt out of this type of sharing, we sometimes disclose the following categories of limited customer information with outside financial institutions with which we have joint marketing agreements:

• Information we receive from you on applications or forms, which may include information such as your name and address, among other information.
• Information about your transactions or experiences with the Bank of Alexandria, which may include information such as your account balance, payment history, credit performance, parties to transactions, credit card usage, and usual comment on overall experience with the relationship. We disclose information only when we believe that this information is important for the offer, or necessary to provide you with a premium or rate quote. Our joint agreements with these companies are subject to confidentiality provisions and restrictions on using the information for any other purpose.

INFORMATION DISCLOSED TO OUTSIDE PARTIES IN OTHER SITUATIONS: -

We will disclose customer information to the Egyptian government agencies as warranted by the laws of the Republic of Egypt including mandated banking rules and regulations. Some disclosures will be made on official order or instruction of the concerned government entity for the sole purpose of compliance with the law or any ruling by a judicial body. Our policies and practices regarding the collection and disclosure of information about former clients are the same as those regarding the collection and disclosure about existing customers (see the section titled Our Policies on the Collection, Use, and Disclosure of Customer Information) for a period of time after a customer relationship ends. Our information about former customers, however, is used less and less over time after the relationship ends.

INFORMATION CONFIDENTIALITY AND PROTECTION PRACTICES : -

As we described in our Promise to you, Bank of Alexandria is committed to preventing others from unauthorized access to your customer information, and we maintain procedures and technology designed for this purpose. We take several measures to protect the customer information we have about you, including the following:

• We update and test our technology on a regular basis in order to improve the protection of customer information.
• We require outside companies and independent contractors to whom we provide customer information for marketing, servicing, or processing purposes to enter into a confidentiality agreement that restricts the use of the information to those purposes, and prohibits independent use of the information or submitted to a third party.
• We have internal procedures that limit access to customer information, such as procedures that require an employee to have a business need to access customer information. We maintain policies about the proper physical security of workplaces and records. Our physical, electronic, and procedural safeguards comply with government-mandated regulations on Internet banking security and the protection of customer information.

INFORMATION INTEGRITY MEASURES : -

At Bank of Alexandria, we protect the integrity of your information through such measures as:

• Maintaining backup copies of account data in the event of power outages or other business interruptions.
• Using computer virus detection and eradication software on systems containing customer data.
• Installing redundant security systems composed of computer hardware and software, and employing other technical means (known as "firewalls") to prevent unauthorized computer entry into systems containing customer information.

YOU RESPONSIBILITIES TO ENSURE SECURITY : -

BANK OF ALEXANDRIA staff will never ask you to disclose your security details such as your PIN (Personal Identification Number), TPIN (Telephone PIN), password, or the 3 digits indicated on the back of your Credit Card. In case of receiving such phone calls, please do not release any information and contact our Call Center at 19033, international (+202) 19033.

According to the previous agreement, you agree that it is your responsibility to ensure that you take all reasonable steps to enforce adequate security systems for your computer hardware and software that you will use in accessing this Service, and the privacy of all Electronic services security-related information, whether from the privacy of your home and we are reminding you not to login to the Electronic banking services through public or shared PC / mobile phone devices (such as internet cafes or public libraries) this includes, but is not limited to:

• Online Security:

Please take in consideration the detailed information below:

• Keep your details and identity secured;
• Keep your password secured;
• Keep your computer secured;
• Keep your Online Banking session secured;
• Keep your email secured;
• Protect yourself, even when you're offline
• Keep your Details and Identity Secured, even in the absence of internet connection.

Identity theft can take a long period to detect and even longer to clear. Reduce your risk and protect your personal information in all your financial dealings, whether over the Internet, by following these tips:

Take care when you go online from public sites:

Try to avoid using Online banking, at Internet Cafes, libraries, and other public sites to avoid the risk of information being copied and abused after you leave.

Get wise to online fraud:

Be aware that there are fraudulent web sites designed to trick you and collect your personal information. Sometimes links to such web sites are contained in email messages purporting to come from financial institutions. Make sure to use the official known web address, to link to bank pages. BANK OF ALEXANDRIA staff will never send you this kind of mail.

Safe-guarding your computer from any password recording, deciphering, or generation program, device, or mechanism that unscrupulous individuals may install in your computer for illegal purposes.

Change your passwords:

Always change passwords that may have been compromised. It is recommended that you change your password at regular intervals.

• Keep your Password Secured:

A Password is the key to your online account information, to accounts at online stores and a host of other online activities. Your BANK OF ALEXANDRIA Online Banking password, together with your Online banking ID, permits access to your bank accounts. For this reason, your password should be unique and very well protected.

• Keep your password to yourself and never share it:
• Be uniquetry and create unique passwords that are not easy to guess, avoiding choosing people names or well-known things about you (such as your name, phone number, license plate number of your car ... etc.).
• Use letters, numbers and symbols Passwords containing upper and lower case letters, numbers, and symbols are far harder to guess.
• Never write them downif you really need to record your password then try to code it.
• Keep your Email Secured:

Generally, email is not secure or encrypted to protect the content. Therefore, any personal information you include in an email is at risk of being intercepted by unauthorized individuals. Do not send your Online Banking ID and/or passwords by email to anyone ever.

• Never send sensitive information by email.
• Don’t answer any unexpected email messages requesting personal information.
• Be wary of opening any unexpected email messages with attachments.
• A common way for a virus to spread is via email.
• Never open an email attachment that contains a file ending with .exe, .pif, .vbs as these are commonly used with viruses.
• Any file that appears to have a double extension is almost certainly a virus and should be deleted.

YOUR CHOICE TO OPT OUT OF INFORMATION SHARING:

We want you to know that - as a customer of BANK OF ALEXANDRIA - you have choices about how your customer information may be shared. Please be assured that you may exercise these choices at any time. In addition, we will update our records accordingly so as not to cause you any inconvenience.

Terms & conditions for using "Electronic banking service"

As one of the leading and prestigious Banks in the Arab Republic of Egypt, and always seeks to provide the highest level of service for corporate and retail Customers, ALEXBANK offers «Electronic Banking Services» to its Customers in order to facilitate their self-operation of accounts at their offices and workplaces thus saving their time.

Whereas the Customer is a Customer of the Bank and maintains an account/ accounts with the Bank, upon which various banking transactions are being made, and whereas the Customer intends, by signing the present application form, to take advantage of the use of «Electronic Banking Services» including Internet Banking and Mobile Banking services provided by ALEXBANK excluding Ma7fazty service, in accordance with the terms and conditions listed below, the terms and conditions and provisions listed in the Customer’s account opening application form, held with the Bank, shall remain in force and effect for all transactions, as well as for the Customer’s relationship with the Bank.

Definitions:

As applied herein, the following terms and phrases shall have the meanings as set out hereunder, unless otherwise provided:

• “The Bank”: means ALEXBANK (S.A.E).
• “The Customer”: means Customer of the Bank. (Retail/Corporate) whose data are contained in Electronic Banking Services Application Form.
• “The Account/Accounts”: Mean/s all Customer’s accounts held with the Bank.
• “Electronic Banking Services” including and not limited to Internet Banking and Mobile Banking services, transactions and facilities provided by the Bank to its Customers, which are being changed from time to time.
• “Ma7fazty”: It is a service offered by the bank, this service allows opening a mobile bank account for the customer to perform electronic transactions (deposit, withdrawal, transfer, payments) via mobile phone application, and deposit electronic amount (e-money) which is equivalent to the amount deposited in his mobile account in the bank or at service providers.
• “The Website” means the website of ALEXBANK for E-banking Services and the pages thereof, in part or in full.
• “User Identification”: means the Customer’s Identification Number or word particular to the Customer for the purpose of identification while using the Banking Service of «Electronic Banking Services».
• “Password”: means the secret number delivered to the Customer by the Bank and shall be deemed as the Customer’s authorized signature with the Bank.
• “Confidential Data”: means all data for activating the use of “Electronic Banking Services” data which, for example, but not limited to the user name and / or password and/or his data and accounts.
• “One Time Password (OTP)”: Is a password that is valid for authentication only for a single access attempt or a limited period of time, the password cannot be reused for subsequent authentication.
• “Hardware Token”: Is a physical device used for generating dynamic passwords – One Time Password (OTP) and owned by the Customer.
• “Mobile Token”: Is a mobile phone application used for generating dynamic passwords – One Time Password (OTP).
• “Token’s PIN”: means secret numbers that the Customer use to login to his hardware/mobile token in order to generate a one time password.

General Terms and Conditions:

• The Customer acknowledges that the mentioned data and information in the Electronic Banking Services application form is correct and that he is responsible in case of the invalidity of above mentioned data and information.
• In case the bank sent banking statements via any electronic channels upon the Customer’s request, the Customer acknowledges the confidentiality of these statements and the bank shall not be liable for disclosure of those statements Also, the Bank will not be liable for any failure or delay of sending the statements to the Customer for any reasons beyond the Bank’s willingness and the Customer must acknowledge that the Bank shall not be held liable or responsible in this regard.
• Only the main account holder shall be entitled to subscribe to the «Electronic Banking Services», and proxies may not be entitled to subscribe to such services.
• The Bank reserves the absolute right to reject (without giving reasons) any subscription application request submitted by the Customer for the «Electronic Banking Services» as the Bank also reserves the right to refuse to execute any instructions and/or inquiries and/or operations and/or transactions received from the Customer during the use of the «Electronic Banking Services» without any objection from the Customer.
• The Bank has the right, at any time, at his sole discretion to suspend and/or limit the use of the «Electronic Banking Services» provided to the Customer, or any part thereof.
• The Customer shall have full responsibility for the information, data and transactions validity that s/he enters through the Bank’s Website as a sole user of «Electronic Banking Services». The Customer shall endorse that the instructions, transactions, data and operations entered through the «Electronic Banking Services» are to be processed without any additional review and/or without written notices or other verification methods by the Bank. The Bank shall not have any responsibility towards the Customer in case s/he enters invalid data through the Bank’s Website related to the «Electronic Banking Services».
• The Customer must immediately contact the Bank to suspend the «Electronic Banking Services» if it appears to him/her or becomes aware that someone has accessed his/her personal security details. In case of the Customer’s failure to comply with such requirement, the Customer shall be responsible for any operations and/or unauthorized transactions made on his account and all transactions shall become confirmed by using confidential data. Any such suspension of services shall be effective within [3] working days of receipt of the suspension notice by us.
• The Customer hereby shall clearly admit the full tolerability of the automatically generated printouts by the Bank as a confirmation on the execution of transactions/instructions submitted by the Customer using the provided services, whether such printouts are in Arabic and / or in English, and the statements of the Customer’s account include all transactions data and operations that have been executed by the Customer through «Electronic Banking Services».
• The Customer undertakes that all transactions carried out through the services are for legal purposes; with unbanned persons and that the Customer is the actual beneficiary of «Electronic Banking Services».
• The Customer authorizes the Bank to send alerts, announcements, new products and marketing campaign using any of the electronic means that includes but not limited to internet, e-mail, SMS; the Customer shall not consider the forgoing as a violation of his/her privacy.
• The Bank is not responsible for failure to execute any of the transactions contained through the system due to any circumstance beyond the control of the Bank, and the Bank shall not be obliged to accept any amendments or cancellation of any previous instructions or transactions the Customer entered through «Electronic Banking Services», and they have already been executed.

Transfer of Funds:

• The Customer shall not make transfers and/ or issue instructions and/ or request transactions exceeding the balance available in his/her account. Otherwise, the Bank shall be entitled to refuse to execute the transfer, instruction or transaction immediately and without sending a prior notification to the Customer.
• The Customer committed not to use «Electronic Banking Services» to transfer money without having sufficient funds in the account from which the transfer is to be made or without pre-arrangement with the Bank and the approval for the availability of overdraft shall be issued for withdrawing from such account.
• The Customer shall comply with all the laws and regulations established by the Central Bank of Egypt, with respect to banking transfers according to instructions in this regards.

Payment of Bills:

• The Customer shall maintain sufficient funds in the account to pay any bills on the dates specified for payment, and the Bank shall not be responsible for non-payment of any bills on their maturity dates due to a lack of sufficient balance in the Customer’s account, the Customer shall be solely responsible in the case of charging any interests and / or late penalty on the bills with late payment.
• The Customer shall be solely responsible for the validity of the data relating to payment of bills, including, for example, but not limited to the telephone number, the amount, the bill number, ... etc., without any liability on the part of the Bank, and the Customer shall bear all the resulting consequences as the Bank does not review the validity of such data

Service Operation:

• When the Customer signs the application to subscribe to «Electronic Banking Services» and the Bank completes the formalities and verifies his/ her identity, the Bank shall extradite the Customer’s Password/Tokens.
• As soon as the Customer receives the Password/ Tokens, S/he must contact the call center of ALEXBANK at 19033 in order to activate the services, which enables the Customer to access his/her account through Electronic Banking Services, and in order to secure the transactions performed on the account, the Customer shall replace the current Password when s/he accesses the services for the first time, and s/he shall replace the given Password with his/her new personal created Password and shall keep it at his/her own responsibility.

Software:

• The Customer shall be obliged to possess computers and computer Softwares that satisfy the minimum specifications specified by the Bank. The Bank has the right from time to time to amend such specifications. The Bank shall not bear any costs or damages that may be sustained by the Customer due to his/her non-acquaintance with the specifications amended by the Bank. The Bank has the right to effect the modifications which is considered suitable to develop and improve «Electronic Banking Services».
• The Bank has the right, from time to time, to add/ modify/ maintain/ upgrade «Electronic Banking Services» which may require services suspension for a certain period of time to be defined by the Bank. Therefore, this is considered to be one of the cases in which the Bank shall not be responsible for any failure in using the electronic banking services and the Customer shall not have the right to present any demands to the Bank, the modification and/or upgrade and/or maintenance to be announced on the Website of «Electronic Banking Services».
• The Bank shall not bear any responsibility for any failure in «Electronic Banking Services» for any reason/event that is beyond its control and without any trespass or negligence from Bank’s side. Further, the Bank shall not be responsible for any failures in the communication media, any computer virus and/or any related problems.

Copyrights and Trademarks:

• Bank of Alexandria’s logo is a trademark registered and owned in favor of the Bank. Generally, ALEXBANK has the right to possess any trademarks related to its products that appear in the web pages.
• Copyright in the images, graphics, information, marks, texts, materials, screens, and web pages including their design and arrangements that appear in the Site are owned by ALEXBANK and/or any other party as indicated.
• The Customer committed and undertakes that s/he shall not have any copyright or any other intellectual property rights in any of the programs and/ or interfaces and /or documents and/ or images, and /or graphics, and /or information, and /or marks, and /or texts, and /or materials, which appear in the Site provided by the Bank. The Customer shall not allow any other persons to make copies or modify any of these programs, interfaces or documents provided by the Bank, or upload or transfer the electronic banking services programs from/to, including but not limited to, any computer, phone, smart phone or any other similar electronic devices. In case the Customer breaches the abovementioned or is not able to protect such provided programs and documents as a service from the Bank, the Bank shall have the right to claim all necessary legal actions, in addition to the required indemnities for the damages sustained by the Bank.

Amendment of Terms:

• The Bank may, at any time and according to its sole discretion, amend all and /or some of the present terms and conditions and /or replace them fully or partially by posting the new terms and conditions in the Customer’s Electronic Banking Services home page at any time without notice. Therefore, the Customer’s continued access to or use of «Electronic Banking Services» shall constitute the Customer’s implied acceptance and consent of any such amendments.

Service Fees:

• The Customer shall bear all the fees and expenses related to «Electronic Banking Services», including but not limited to subscription and banking fees resulting from usage of the various services through «Electronic Banking Services» that the Bank, from time to time, determines and declares. The Bank shall maintain the right to amend such fees without any objection from the Customer. Consequently, the Customer irrevocably authorizes the Bank to charge the due fees and expenses to any of the Customer’s account(s) held with the Bank.

No warranty:

• Without prejudice to any provision of the Terms and Conditions, the Bank makes no warranties or guarantees, expressed or implied with regard to «Electronic Banking Services».
• Despite the Bank uses all techniques and all possible security measures to protect Customers and «Electronic Banking Services» from the Internet risks and cyber-crimes, the Bank is not responsible for any damage that may be caused to the Customer as a result of the risks associated with the use of the Internet, and that the Customer solely is responsible to assume all of the risks resulting from the usage of «Electronic Banking Services», chosen under the present application and the Internet usage.
• The Customer shall bear sole responsibility for use of, including but not limited to, any software and/or hardware that may expose the security and effectiveness of «Electronic Banking Services» usage, which results in disclosing the Customer’s data and the Customer shall assume solely all the resulted consequences and discharge the Bank from any responsibility in this regard.

Obligations:

• The Bank is committed to maintaining the confidentiality of all data and information that may be delivered from the Customer on the occasion of providing «Electronic Banking Services». The Bank also undertakes to maintain the confidentiality of all operations performed by the Customer through «Electronic Banking Services», and the Bank and the Customer undertake not to disclose any of the above except in accordance with applicable laws in the Arab Republic of Egypt and / or in implementation of any provisions or binding orders, or in accordance with the terms and conditions of «Electronic Banking Services» usage.
• The Customer shall irrevocably authorize ALEXBANK in circulating and disclosing to a third party, some and / or all of the data of his/her accounts held with the Bank, according to the Bank’s sole discretion, in order to develop and facilitate all banking activities and / or to provide unique banking services to the Customer, including but not limited to: electronic banking services of all kinds, statements of account services, postal services, ATM services, ... etc., without any responsibility on the part of the Bank.
• The Customer acknowledges to assume full and complete responsibility regarding maintaining the confidentiality of data, and the necessary measures for keeping same safe and not to disclose to anyone, any employee of the Bank’s employees or any other agency for legal review.
• The Customer shall read and understand the warnings, alerts and notifications contained on the “Electronic Banking Services” website, and shall accept all terms and conditions that will appear through the “Electronic Banking Services” Website and that is deemed a legal obligation to the Customer. The customer also bears responsibility, Internet access services through public or shared computers (such as internet cafes or public libraries).

Disclaimer:

• If the services have stopped due to system issues inside the Bank or any related parties involved, the Bank will make all necessary steps to restore the services within 4 hours, In the event that the Bank is not able to restore the services within this promised period, the bank will communicate to the Customers the next expected date for restoring the services
• The Bank shall make reasonable effort to provide «Electronic Banking Services». However, the Bank shall not be liable for any failure to provide all or part of the Bank’s Electronic Services for any reason beyond its control. The Bank does not provide any commitments or guarantees including but not limited to quality, speed, performance, accuracy etc. and it does not guarantee the freedom of programs from faults or defects. The Bank undertakes to modify the adverse effects on the Customer’s banking transactions that occurred due to that fault or defect. The Customer acknowledges and admits that the Bank is not responsible for all that related thereto unless it commits trespass or negligence.
• The Bank and any entity it engages its services shall not be responsible for losses arising from delays in sending or transmitting, non-receipt or loss of information, or breakdowns or emergencies such as electricity breakdowns or suspension of work, strikes, force majeure, natural disasters, security problems, and measures taken by the state’s authorities or any other events. The Customer shall not hold the Bank liable for any damages sustained by the Customer, the technology, or the electronic equipment in the case of any of the above events.

Termination of the Service:

• The Customer may terminate his/her subscription in «Electronic Banking Services» at any time, by virtue of a written termination notice addressed to the Bank. The Bank may, according to its discretion without stating a reason, terminate the Customer’s subscription in the said services at any time with a prior notice. Such termination may not affect the Customer’s liabilities regarding «Electronic Banking Services» provided up to the date of termination. The Customer shall pay any fees to be charged up to the date on which the services termination application is implemented.

Correspondence Addresses & complains:

• Any notice, request or any other correspondence shall be sent to the Customer to his/her address registered in the Bank’s records. All the Banks correspondence shall be deemed delivered to the Customer once they are sent by regular mail or electronic mail to the last address registered in the Bank’s records which shall be an evidence thereof. The Customer shall notify the Bank in the event of changing his/her address registered in the Bank’s records by virtue of a prior written notice.
• If the Customer has any complaint about the services, the call center of ALEXBANK shall be immediately contacted at 19033 or the Customer can visit the nearest branch of the Bank. The Bank should reply back within 10 working days.

Governing law and Jurisdiction:

• These Terms and Conditions shall be subject to the provisions of the laws of the Arab Republic of Egypt. Any dispute that may arise from the construction, interpretation or implementation hereof shall be settled by the courts of Cairo of all types and levels.

Language:

• In case of discrepancy between the Arabic and English version, the Arabic version shall prevail.

Acceptance of Terms and Conditions:

• I hereby the undersigned acknowledge, “the Customer” that I fully understand that by signing on these terms and conditions, I explicitly agree to all the terms and conditions and committed to use «Electronic Banking Services» exclusively within the provisions provided herein.