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Frequently asked questions

How do the departments work?

Note, during the quarantine time all of the “OTP Bank” departments alter their timetables: clients’ consultations from 9 a.m. to 5 p.m., operational cash desk works from 9:30 a.m. to 4 p.m. Additionally, extended daily and postoperative cash registers will not work.

The “Novoberezhnoe” department in Kiev works from 10 a.m. to 5 p.m. during working days; Saturday and Sunday are days off.

OTP Bank cares about wellbeing of each employee and client thus online services are highly recommended as a substitute of a visit.

Do I need to wear a mask when visiting the bank department?

Yes, a mask is necessary for the physical visit to a department. OTP Bank takes care of your wellbeing and the health of your loved ones, thus we urge you to adhere to temporary recommendations when visiting a department:

  • You can enter the office ONLY when one of our employee is free: 1 employee – 1 client;
  • In the occasion when all of the managers are busy, please wait outside near the bank’s department. Employees will invite you when there when free;
  • Keep the distance with the bank’s employee no less than a meter;
  • If you have any symptoms and/or you do not possess a protection mask, the bank reserves a right to refuse in service at the department;
  • Break for the medical disinfection from 12:30 p.m. to 1:00 p.m.

Do you provide credit holidays or preferential conditions during the quarantine?

Since the 1st of March to the 30th of April 2020 according to the law №533-IX penalties or an increase in the interest rate, for those who are unable to repay the loan payments will not be applied.

In order to minimize the consequences caused by the COVID-19 pandemic, OTP Bank considering the issue regarding the debt settlement on the credit agreements, which were secured by the mortgage as well as on consumer unsecured treaties. The restructuring process takes place online, without physical visiting of the bank. More information regarding reconstruction of the loan here.

Attention: please let us know regarding the payment difficulties beforehand the actual date of the payment. The last will enable you to preserve and maintain a good credit history and allow the following use of the credit facilities.

What should I do if the card term has expired in April/March?

OTP Bank prolongs the operations of the payment cards, which were expired in March and April. After the quarantine has ended the clients needed to contact OTP Bank department in order to receive a reissued card.

If you need to receive a new card or to change the current card (e.g. physical damage), you can use OTP address delivery during two years.

My refrigerator has been broken, can I buy goods (technical equipment) on credit, without leaving home?

Yes, you can get a loan at home without any difficulties.

Is it possible to carry out currency exchange operations and make a payment for the communal facilities online?

ОТР Smart web version enables to pay for the services from home during several seconds.

Additionally, OTP Smart enable to exchange / receive currency online just in one click on the best possible rate. Also, it is possible to repay a loan without visiting a bank or to open an urgent deposit and get, in this case, + 1% to the rate without any difficulties.;

Is it possible to conduct transfer payments without the visit of the bank?

ОТР Smart web version enables you to transfer currency payments abroad.

Should you have any concerns or questions please contact us via Viber, Telegram, Facebook Messenger.

OTP Bank cares about your health and wellbeing and tries its best to provide the best services possible.

Public Joint Stock Company OTP Bank is a subsidiary of OTP Bank, which is the largest independent Central-Eastern-European banking group. JSC OTP Bank is one of the largest domestic banks, a recognized leader in the financial sector of Ukraine. The Bank provides a full range of financial services to corporate and private customers, as well as to small and medium enterprises. The bank entered the Ukrainian market in 1998, and since then it enjoys a staunch reputation of socially responsible, reliable and stable institution providing its consumers with services of European quality standard.

Additional information