How much do the current, savings and trading account cost me?

Keytrade Bank does not charge you even one eurocent to open or manage your online accounts, in other words, these accounts are completely FREE OF CHARGE.

How do I do cash withdrawals?

If you have applied for a Bancontact/MisterCash card, you may withdraw money from ATMs in Belgium and abroad.

How do I apply for the Bancontact / Maestro card?

You can apply for the Bancontact card online on the transaction site in 'Bank'/'Cards' or by filling in the application form, sign it and send it back to us.
If your application is accepted, the debit card will be sent by regular mail to the legal address of the account holder.

Note: Only Belgian residents can apply for a debit card.

How do I apply for a VISA card ?

You can apply for a VISA card on the transaction website in 'Banking'/'Cards' or fill in the application form, sign it and send it back to us. Do not forget to add a copy of your last pay slip.

Note: Only Belgian residents and private individuals can apply for a VISA card.

What do I have to do if my debet or VISA card is lost or stolen?

Call immediately CARD STOP +32 (0)70 / 344 344 to block your card.

• Your Bancontact / Maestro card :
  To receive a new debit card, please fill in the subscription form and send it back to us per post (Boulevard du Souverain 100, 1170 Brussels) or per fax (+32 (0)2 / 679 90 01).
  
• Your VISA card :
  Your VISA card will be automatically send to you after having called Card Stop.

Can I use my savings account to do transfers?

Your savings account cannot be used to do transfers to third parties, due to legal reasons.
For example, you cannot pay invoices using your savings account.

You can, however, transfer money from your savings account to another current account in your own name at Keytrade Bank.

How is the interest calculated on the savings account?

The interest is calculated on the balance of your account and will be paid at the beginning of the following calendar year.

Which internal money transfers are possible and how long does it take?

If you want to transfer an available amount on your current account to your savings account or the other way around, the transfer will be executed in real time.

If you want to transfer an amount from your trading account to your current or savings account, the transfer will be executed in real time.
Please take into account the entry of the statement (the following working day).
For instance: Today you sell shares X. If you do a transfer to your current account, this can only be executed after the statement of the execution has been generated.
You can check this in the history of your trading account.
Please pay attention to the application of value dates (tariffs), which might cause debit interests.

Is the available amount in another currency than EUR, please convert this first to EUR, as you can only carry out online transfers in EUR.
Please pay attention to the application of value dates (tariffs), which might cause debit interests.

How can I open an online savings account?

Complete and sign the 'Banking relationship application form' and return it to us together with a copy (both sides, black and white, A4 form) of your ID card or passport.

As soon as we receive all documents and after approval of your application, we will open your accounts and provide the necessary passwords to manage your accounts online.

Keytrade Bank offers you automatically three accounts: a current-, a savings- and a trading account.
Thanks to these free accounts you can manage your money yourself at a lower cost.

Click here to open your account online.

Who can open a savings account?

Everyone can, after approval of his application for a banking relationship, open a free savings account with Keytrade Bank. The AZUR savings account is a bank product with maximal flexibility and minimal costs.
Automatically, a free current- and trading account will be opened linked to your savings account.

You will not have to pay any opening or management costs for the three accounts.
Furthermore, you can benefit from all classic banking and trading services.

Is a minimum amount required to activate the savings account?

No. You save as much as you want. On your own rhythm.
From the first deposit you put on your savings account, the interest starts to run. If it is a deposit of ? 1 or ? 10,000.00, that doesn't change a thing.

Which interest will I get on the online AZUR savings account?

The AZUR savings account has a basic interest rate of 0.10%*, with 0.10% fidelity premium. Higher than 1 million (for the total amount) euros: 0.05%.

* Interest rate applies on the total amount of your savings account. The interests are calculated on an annual basis.

When will the money on the savings account yield interest?

From the day after the money is placed on your savings account it will produce interest. You will benefit from the basic interest rate of 0.10%!

How do I put money on my savings account?

There are different possibilities:

• You can come to our office to put an amount on your savings account.
  Attention: our office is open every working day from 9 a.m. till 4 p.m.
• You can wire money from an account with another bank to your savings account with Keytrade Bank.
• You can transfer money online from your current-, or trading account with Keytrade Bank to your Keytrade Bank savings account.

How do I do cash withdrawals from my savings account?

Your money is always available.

You can transfer an amount on line from your savings account to your current account with Keytrade Bank. From your current account you can transfer this amount further to for instance the account of a third person.
Due to legal reasons you can only transfer money from your savings account to another account in your name with Keytrade Bank.

You can easily withdraw money at our cashier's desk. Please contact us at least three days in advance so we can put the amount you wish to withdraw at your disposal.

If you have applied for a Bancontact/MisterCash card, you may also withdraw money from ATMs in Belgium and abroad.
You can apply for a Bancontact card by filling in the application form, sign it and send it back to us. As soon as your application is accepted and a minimum amount of ? 50 is available on the current account, the debit card will be sent by regular mail to the legal address of the account holder.
Note: Only Belgian residents can apply for a debit card.

What is the maximum amount of interests to be exempted from withholding tax?

The savings accounts are exempted from withholding tax to an amount of EUR 980 annual interests (income 2019). The withholding tax of 15% will be automatically deducted from the moment the annual interest of your savings account exceeds EUR 980.

Joint accounts in the name of two spouses or legal cohabiters can benefit of a double exemption of Belgian withholding tax (unless you are exempted for this tax) on interests on savings accounts. This will be 2 times EUR 980.

Which value date is used?

You will receive interest from the day after the deposit. At a withdrawal of money you will get interest up to and including the day before the withdrawal.

Where can I find my bank statements?

You can find your bank statements on our secured site. Go to the secured site, log on and click on Banking > Bank statements. Select your savings account and click on the statement you wish to examine. You can print it or save it in PDF-format.

How long will it take to close my accounts with Keytrade Bank ?

It takes some time before a current, savings and trading account can be fully closed. During the month in which the account closure is asked, we will verify if the account balance is already at zero. If this is not the case, the balance and interest will be transferred to the account indicated by you on the account closure form.
When the accounts are completely closed, you will no longer have access to the secured website.
Thus, it can take in total one month between the time of your request for closure and the final closure.

What are the card limits?

Debit card limits - adults

ATM withdrawal limits when using your debit card:

* daily limit: 510 EUR per 24-hour period

* weekly limit:  1,260 EUR per 7-day period

Payment limits when using your debit card:

* 2,510 EUR per 7-day period

We can't adjust these limits. The withdrawal and payment limits don?t affect each other.

Please note that when you are making  Maestro transactions with your debit card (withdrawal, payment or payment via internet), the double of the amount is blocked until the next business day.

Example: You have 1000 EUR on your current account. On Saturday, you make a purchase in a store for  300 EUR and you withdraw 100 EUR at the ATM. 800 EUR (400 EUR x 2) will be blocked until Monday. In other words, you can only use your debit card on Monday for an amount of 200 EUR. The blocking of a double amount only applies to Maestro transactions and not to Bancontact transactions.

Debit card limits - minors

For minors, usage limits are lower.

ATM withdrawal limits when using your debit card:

* withdrawal limit: 125 EUR per withdrawal

* weekly limit:  250 EUR per 7-day period

Payment limits when using your debit card:

* 250 EUR per 7-day period

The combined limit (= withdrawal and payment limits) is 250 EUR per 7-day period.

Visa card

ATM withdrawal limits when using your Visa card:

* 620 EUR per 4-day period

Payment limits when using your Visa card:

* no limit per payment, providing the amount payable doesn?t exceed the usage limit of your card (= 1,250 EUR for Visa Classic and 5,000 EUR for Visa Gold).

How can I change my PIN?

Debit card

Once you have activated your debit card via the secure website of Keytrade Bank, you can change the PIN of your debit card at most ATM. You can also change your PIN at some self-service banking machines of other banks.

Visa

You can?t change the PIN of your Visa card at every ATM. A list of external ATMs where you can change the PIN of your Visa card is available on this page .

Why can't I use my card online?

In order to use your card for online payments, you have to activate it first.

To do this, log in to the secure website of Keytrade Bank and select the 'Card security' tab:

Your preferences (top of the screen) > Card security

Indicate which debit or Visa card you wish to activate for online payments.

You can also create the e-commerce code which is required on some websites to make online payments with your card. You use this together with your Keytrade ID.

How do I report a suspect card transaction?

Contact us via cards@keytradebank.be to dispute transactions made with your debit card. Please give us as much information as possible about the disputed transaction(s). Subsequently, we follow up the dispute file with Worldline, the company which handles electronic payments. In the event of serious fraud (skimming), you have to block the card immediately via Card Stop and report the crime to the police. You can then send us a copy of the police record.

Visa:

If you wish to dispute transactions with your Visa card, please report them via the disputes service of mijnkaart.be. This is a website of Worldline, the company which handles electronic payments.

When will my Visa payments be debited?

Any payments you make with your Visa card are debited via a monthly direct debit from your current account. You must ensure that there are sufficient funds in your current account to cover these payments. Payment of the Visa bill can only be done via this direct debit.

Concretely, the amount will be debited from your current account nine calendar days after the transactions have been closed (the 23rd of the month). If this falls on a weekend, public holiday or a closing day of the bank, the amount will be debited on the next business day.

Please note: If there are insufficient funds in your current account, the direct debit will still go through. Your current account will then be overdrawn.

Which insurance benefits are included in Visa Gold?

Visa Gold covers a considerable number of benefits. Check our Visa Gold product page for all benefits included. At the bottom of the page is a list with extra insurances as well as instructions on how to call on assistance in the event of an incident.

How can I use my cards abroad?

Debit card

Since 2011, you can only use your debit card as standard in a limited number of (mostly European) countries. On this webpage of Febelfin you can find the complete list of countries where you can use your card.

If you would like to use your debit card with Maestro function, for a set period, in another country, you have to submit a specific request to do so via e-mail (not possible via telephone) to cards@keytradebank.be. State your account number and your card number and the desired duration of this activation. We advise you to do this at least three working days before your departure abroad. Keytrade Bank doesn?t charge for this service.

Following your request, you can use your debit card to make payments anywhere in the world.

Visa

The majority of credit card fraud happens in the United States. This is why our credit cards are blocked as standard for use in the US. You activate your Visa card in the US by making an ATM withdrawal locally with your PIN. This activates your card for use throughout the US.

Contrary to the debit card, you therefore don?t have to request activation of your Visa card for use abroad from Keytrade Bank.

Comment obtenir une carte de débit ?

You can apply for the Bancontact card online on the transaction site in 'Bank'/'Cards' or by filling in the application form, sign it and send it back to us.If your application is accepted, the debit card will be sent by mail to the legal address of the account holder. 

Note: Only Belgian residents can apply for a debit card. 

Quand est-ce que je vais recevoir ma carte ?

Vous allez recevoir votre carte dès qu'un montant minimum de 50 euros a été versé sur votre compte à vue et après que notre service "Cartes" ait été averti par mail ou par téléphone.

Par mesure de sécurité vous allez d'abord recevoir le code PIN et quelques jours après la carte par courrier à votre domicile légal.

Comment activer la carte ?

Vous devez activer votre carte sur note site sécurisé www.keytradebank.be.

Connectez-vous en tant que client sur le site et allez dans le menu "Banque". Ensuite dans "Cartes" et cliquez sur "Activer ma carte". La carte sera active 2 heures après. 

Est-ce que je peux recevoir une carte de débit en tant que non-résident belge ?

Malheureusement, ce n'est pas possible. La carte de débit est uniquement disponible pour les résidents belges.

Est-ce que je peux faire des achats sur internet avec ma carte de débit ?

Oui. Vous pouvez effectuer des paiements en ligne avec votre carte de débit avec 3D Secure. Pour effectuer vos paiements en ligne avec 3D Secure, il vous faudra entrer un code e-commerce et votre Keytrade ID.

• Vous n'avez pas encore de Keytrade ID ? Commandez-le sur le site transactionnel de Keytrade Bank via Vos préférences > Mots de passe > Keytrade ID.
• Vous n'avez pas encore de code e-commerce ? Créez et activez-le sur le site transactionnel de Keytrade Bank via 'Banque'> 'Cartes'.

Le code e-commerce augmente la sécurité des cartes, il protège votre carte Keytrade Bank lors de chaque achat en ligne contre le vol ou la fraude. Grâce à ce niveau supplémentaire de sécurité, vous payez en ligne avec plus de sécurité en confirmant votre identité via votre code e-commerce et votre code Keytrade ID.

Quelles sont les limites des retraits aux distributeurs de billets et dans les magasins ?

Les retraits aux distributeurs de billets Bancontact/Mister Cash et Maestro sont limités comme suit :
- Montant maximum par carte et par jour (0-24h) : EUR 510
- Montant maximum par carte par période de 7 jours : EUR 1,260

Les paiements sur terminaux de paiement Bancontact/Mister Cash et Maestro sont plafonnés à EUR 2,510 par carte et par période de 7 jours.

Le total des paiements et des retraits d'espèces effectués dans le cadre des services Bancontact/Mister Cash et Maestro, par période de 7 jours, ne peut excéder EUR 3,770 par compte.

Quels sont les frais d'utilisation d'une carte de débit ?

Dans la zone EURO

Paiements électroniques par Bancontact: GRATUIT

Retraits aux guichets automatiques (ATM) : GRATUIT

En dehors de la zone EURO

Retraits aux guichets automatiques (ATM) :  2 EUR + 0,40% du montant retiré + 1,40% commission de change

Paiements électroniques dans des magasins (POS) : 2 EUR + 0,40% du montant retiré + 1,40% commission de change

Opposition en cas de carte volée, perdue ou détruite (Card Stop) : GRATUIT

Remplacement d'une carte volée, perdue ou détruite : GRATUIT

Demande d'un nouveau code PIN : GRATUIT

Quels sont les conseils de sécurité à suivre pour l'usage de ma carte de débit ou de crédit ?

- Une carte bancaire est strictement personnelle. Gardez la bien dans votre poche ou dans un autre endroit sûr.

- Placez votre signature à l'arrière de la carte, dès que vous la recevez.

- Gardez toujours le code PIN pour vous : ne le dites à personne et ne l'inscrivez nulle part. Vous pouvez à n'importe quel moment changer votre code PIN à un distributeur de billets (externe) en Belgique. Cela vous permettra de choisir un code facile à retenir.

- Détruisez immédiatement les cartes dont la validité est expirée.

- Faites en sorte que personne ne sait voir le code PIN quand vous l'introduisez sur le clavier.

- Contrôlez régulièrement vos extraits. Si vous remarquez une transaction anormale, contactez immédiatement votre banque.

- Ne perdez pas votre carte de vue quand vous payez dans un magasin.

- Faites en sorte que l?on vous rende votre carte après un paiement.

- Si vous êtes à l'étranger, contrôlez toujours si le montant et l'unité monétaire, sur le ticket ou le document, correspondent, avant de signer. Ne signez rien si vous n'êtes pas d'accord avec la transaction.

Que faire si ma carte a été avalée ?

Endéans les 48 heures, vous pouvez demander votre carte de retour à l'agence où votre carte a été avalée. Ensuite, il faut juste nous contacter pour qu'on vous la débloque. Il n'y a pas de frais pour le déblocage.

Que faire si j'ai perdu ma carte ?

Téléphonez immédiatement à Card Stop:

De Belgique : 070 344 344 (max. 0,30 euro par minute)
De l'étranger : 00 32 70 344 344 (tarif fixé par l'opérateur étranger)

Que faire si j'ai introduit 3 fois un mauvais code PIN ?

Après 3 essais incorrects, la carte est bloquée. Si vous vous rappelez encore du code exact, il vous suffit de nous contacter et on vous débloquera votre carte. Si vous ne vous en souvenez plus, il va falloir en commander un nouveau.

Contactez-nous : on passera votre commande.

Que dois-je faire si ma carte bancaire est expirée ?

Elle sera automatiquement remplacée. La nouvelle carte sera envoyée à votre domicile légal.

Si vous n'avez pas reçu de nouvelle carte, vous pouvez toujours en faire la demande et vous recevrez celle-ci gratuitement par courrier.

Avez-vous l'intention de partir en voyage dans un pays en dehors de l'Europe ?

Depuis le 17/01/2011 la fonction Maestro est désactivée en dehors de l'Europe géographique.
Cliquez ici pour la liste complète des pays de l'Europe géographique.

Si vous désirez utiliser votre carte de débit avec fonction Maestro hors de l'Europe géographique vous devez nous faire une demande spécifique par mail (pas possible par téléphone) à l'adresse e-mail cards@keytradebank.com en mentionnant votre numéro de compte à vue, le numéro de la carte ainsi que la durée du séjour à l'étranger. Merci de nous envoyer le mail au minimum 3 jours ouvrables avant votre départ. Ce service est gratuit.

Puis-je changer les cartes bancaires que je veux utiliser pour des paiements en ligne ?

Vous pouvez évidemment toujours sélectionner d?autres cartes bancaires pour vos paiements en ligne sur le site transactionnel de Keytrade Bank.

• Identifiez-vous.
• Choisissez Vos préférences > Mots de passe > Sécurité de carte.
• Choisissez dans la section 'Cartes actives pour les paiements en ligne' 'Ajouter/Supprimer des cartes'.
• Sélectionnez les cartes que vous voulez utiliser pour les paiements en ligne.
• Confirmez en utilisant votre code de confirmation.

What is a contactless payment?

Contactless payments allow you to pay by simply putting your card next to a terminal thanks to the NFC technology. To be able to use this payment method, your card must show this logo and the terminal this one 

What are the limits of contactless payments and payments without PIN?

A PIN code is requested from ?25. Payments without PIN code are only allowed for purchases of less than ?25. The PIN code is required from the moment the amount of consecutive purchases will reach ?50.

How can I disable the contactless payments and payments without PIN functionalities of my bank card?

To disable, please contact our helpdesk on 02 679 90 00.

What are payments without PIN?

Payments without PIN allow you to purchase goods and services of less than ? 25 without entering a PIN. To do this kind of payments you need to insert your card in a terminal or bring it close by a terminal. This latter is also called a contactless payment.

Can I pay contactless with my debit card?

If your debit card shows the logo  , you can pay contactless. If your bank card does not feature the contactless logo , you can contact our helpdesk on 02 679 90 00 to order a new one.

What VISA card can I obtain via Keytrade Bank?

Keytrade Bank offers two options: VISA Classic and VISA Gold. You make your choice depending on whether you want to obtain a standard or more extensive line of credit and/or according to the services appropriate for you.

As a non-Belgian resident, can I apply to Keytrade Bank for a VISA card?

Unfortunately, it is not possible to apply for a VISA card if you are not a Belgian resident.

Can I obtain a VISA card from Keytrade Bank for my account opened in the name of a business?

Unfortunately, that is not possible. Keytrade Bank only offers an American Express Corporate card for business accounts.

What criteria must I satisfy to be able to apply for a card?

You must be of age to be able to apply for a credit card from Keytrade Bank.

In addition, Keytrade Bank will assess your creditworthiness and accept or reject the application on the basis of its assessment.

If Keytrade Bank approves your application for a credit card and there is ?1,000 in one of your Keytrade Bank accounts, you will receive your credit card by post. Keytrade Bank is not required to state its grounds for refusing to issue a credit card.

How do I activate my VISA card ?

Normally you will not have to activate your VISA card because it is automatically activated at first usage of the card with chip and PIN. However if you want to use it in a store or restaurant that works with an offline system, you will first have to enter your card as well as your PIN code in a cash machine (ATM). So remember to activate your new card in a cash machine before using it in a restaurant. If you want to use your VISA card in the United States, you must activate it in a cash machine in the United States by making a cash withdrawal with your PIN. Once done, your card will be active for usage in the United States.

How can I change the PIN code of my VISA card?

A list of external ATMs where you can change the PIN for your VISA card can be found here.

To change your PIN, insert your card in the machine and then choose the 'Update' option or change your PIN.

If you wish to use your VISA card in the USA, you will first need to make a cash withdrawal or payment using your PIN. By doing so, you activate your card for further use in America.

What should I do if my VISA card has expired?

A new card will automatically be sent to you about one month before the expiry date of your current card.

Which transactions can I carry out using my VISA card?

You can use your VISA card to pay all your expenditure and withdraw cash both in Belgium and abroad, and also to pay online. The current account associated with your VISA card is only debited once a month.

A VISA card is often used as a secure option, but it also enables you to travel without having to carry different currencies.

How can I pay with my VISA card in Belgium and abroad?

You can make secure payments in shops thanks to the electronic chip on your card and your PIN.

You can pay by signing the purchase voucher at shops that do not yet have a chip reader, for the time being.

Where can I make cash withdrawals in Belgium and abroad?

You can use the ATM locator to find a cash machine anywhere in the world.

If you are looking for a cash machine in Belgium and abroad, you can click on the link below to locate ATMs in the Bancontact/Mister Cash/Maestro network. http://www.bcc.be/index/nl_BE/5088987/5094771/Cash-withdrawal.htm

When is my VISA expenditure debited?

The expenses made with your VISA card will be withheld monthly form your current account. You need to make sure that there is a sufficient amount on your current account to cover these expenses. The amount will be debited from your current account 9 calendar days after the closure of the transactions (23rd of the month). If this day falls in a weekend or is an official holiday or bank holiday, the debit will be executed the next working day.

Examples:

1. The expenses I made with my VISA card in July 2014 (until the 23rd ) are debited on 01/08/2014. This is logical because the 23rd + 9 calendar days is 32 days. In July there are 31 days, thus the debiting of the current account takes place on the first day of the following month as 01/08/2014 was a Friday and not an official holiday.

2. The expenses made in October 2014 (until the23rd) are debited on 3/11/2014. October has 31 days. The 23rd + 9 calendar days means that the debit of the account would take place on the 1/11/2014, but that is an official holiday. As the next day was a Sunday, the debit of the current account toke place 3/11/2014, which was the next working day.

3. The expenses I made in November 2014 (until the 23rd) are debited on 2/12/2014. The 23rd + 9 calendar days makes 32 days. As November has 30 days, this leads us to 2/12/2014, which was a Tuesday (and not a holiday).

How can I view my monthly Visa card statements?

Your monthly Visa card statements are available online in electronic format (PDF). To view, save or print your electronic statements, log on to the transactional site via your PC (not using a tablet or smartphone) and go to the 'Bank' menu. Next, click on 'Statements' and select your Visa account. Here you will find your latest monthly statement along with a history of statements available for 24 months.

What happens if I dispute a transaction on my statement?

If you dispute a transaction, please inform Bank Card Company as soon as possible using the form available via the following link:

http://www.bcc.be/index/en_BE/5088991/5094778/Dispute.htm

You can call +32 (0)2 205 85 85 for more information.

What charges are associated with a VISA card?

Within the Euro area

Payments with VISA : Free

Cash withdrawals using VISA : 1.00% of the withdrawn amount with min. 2.5 EUR

Outside the Euro area

Payments with VISA : 1.40% change commission

Cash withdrawals using VISA : 5 EUR + 2.00% of the withdrawn amount + 1.40% change commission

Opposition in case of lost, stolen or fraudulent use of the card: Free

Replacement of a lost, stolen or defect card: Free

New PIN code : Free

How much cash can I withdraw with my VISA card?

The amounts you can withdraw with a VISA card are limited to €620 per 4-day period, for both VISA Classic and VISA Gold.

Is a VISA card safe?

Yes. Your card is equipped with an electronic chip and you have a PIN, which is increasingly being used instead of your signature.

What is more, credit cards are also useful to:

• Pay motorway tolls
  
  
• Hire a car abroad
  
  
• Freeze a security deposit  when hiring a car, renting an apartment, etc.
  
  
• Pay restaurant bills
  
  
• Make a hotel booking

What should I do if my VISA card is lost or stolen?

Notify Card Stop immediately if your card is lost or stolen.

From Belgium: 070 344 344 (max. 0.30 euro per minute.)
From abroad: 00 32 70 344 344 (cost is determined by the foreign operator)

What should I do if I enter three wrong PINs?

Your card will automatically be frozen after three wrong PINs have been entered.

Send an e-mail quoting your account number to cards@keytradebank.com and we will send you a new PIN by post as soon as possible.

Which safety measures do I need to follow to appropriately handle my debitcard or creditcards?

The cardholder:

• takes the appropriate steps when submitting a card application to ensure that he or she
• personally takes receipt of the Card and the PIN issued by the Bank;
• on receipt, signs the back of the Card in the space provided for this purpose with a ball-point pen and modifies his or her PIN (without using simple combinations such as a date of birth, the name of someone close and so on), memorises the PIN and destroys the letter on which the PIN has been supplied immediately;
• keeps his or her Card in a safe place, not leaving it accessible or visible to third parties;
• keeps his or her PIN secret and in no circumstances providing it to third parties, including family and friends, does not write it in an easily recognisable form and not even in a coded one and in particular not on the card or any document or object kept close to or carried with the Card. The Cardholder bears full responsibility for the provision of his or her PIN and/or Card to third parties and in this event, the use of the Card by third parties;
• uses the PIN and the Card in safe places out of the view of others and not allowing him or herself to be distracted and more generally taking all reasonable steps to ensure the security of the Card;
• returns the card to the Bank immediately on first request or in the event of the Card malfunctioning or if a new one is delivered, after having cut the previous Card in two;
• warns Card Stop (+ 32 (0) 70 34 43 44) immediately if any event occurs that could give rise to fraudulent, abusive or unauthorised use of the Card or PIN or in the event of any concern in this respect, in particular in the event of loss, theft or fraudulent use with a view to having it blocked immediately. In the event of a dispute, the data recorded when Card Stop is telephoned will have evidential value. Within three days, the holder must declare the loss, theft or fraudulent use of the Card to the appropriate authorities and provide the Bank or the Company on request with proof of such a statement, as well as any other information that may be useful to their enquiries

Do you which to use your VISA card in the United States?

The majority of credit card fraud takes place in the United States. For that reason, our credit cards are deactivated from use in the US, by default. Which means that once you arrive in the United States you must activate your card into an ATM by making a cash withdrawal using the PIN.

What is « Epargnez&Cueillez » ?

Epargnez & Cueillez is a promotional and loyalty program run by Atos Worldline SA and supported by major Belgian banks as by Keytrade Bank.

Cardholders who subscribe to Epargnez & Cueillez can benefit from promotions and discounts from a wide range of partners. In addition, they save buying points every time their credit card is used to purchase a minimum of 25 EUR. These points can be redeemed against additional discounts from participating partners. Promotions and Discounts are available via refund on the expenditure or via an immediate reduction at checkout.

How can a cardholder register to "Epargnez&Cueillez"?

A cardholder can easily register on www.epargnezetcueillez.be or on the mobile app of  Epargnez&Cueillez. They must mention their contact information and the data of their credit card. The website as the application is secure and no data of the credit card is shared with other parties. After recording on the website, the cardholder can immediately take advantage of all promotions and save loyalty points with every purchase (with appropriate conditions).

How can the cardholder save points for the Epargnez&Cueillez programme?

For each purchase of minimum ? 25, the cardholder receives 1 point. When he saved 5 points or more, he can exchange them against Epargnez&Cueillez vouchers of ? 5 or a multiple of ? 5. Partners who accept vouchers are mentioned on the website www.epargnezetcueillez.be as on the mobile application of  Epargnez&Ceuillez. Checks can be activated and associated with the credit card registered on the name of the client.

How does a cardholder gets a discount through "Epargnez&Cueillez"?

On the site www.epargnezetcueillez.be  or via the mobile application of Epargnez&Cueillez. The card holder has to indicate which (s) promotion (s) he wishes to receive. It can be a ? 5 discount or another specific exclusive promotion. To activate the promotions, he simply clicks on the button provided for this purpose on the promotion page.

Promotion trough reimbursement:

When the holder of the card activates a promotion, it is automatically associated with his credit card. When he makes a purchase that meets all the requirements of the activated promotion (ie a general purchasing on which it has a ? 5 discount using its points saved or a purchase being promoted) and pays with his credit card,  the discount is recorded via a rebate on its expenditure statement.

There is a short time between the actual purchase and processing of the discount. If a discount is not on the expenditure of the card holder, it is possible that it will be on the expenditure of the following month. The card holder, however, still has access to his personal page on the website and mobile application, enabling it to track the status of the discount he has obtained.

Promotion with QR code or barcode:

The holder of the card activate the promotion, after which it receives a barcode or QR code by email, sms or on promotion page of the site. When he makes a purchase that meets all the requirements of the activated development (ie a general purchasing on which it has a ? 5 discount using its points saved or a purchase being promoted) and he makes his barcode or QR code scanned at the checkout, he immediately receives a discount if he pays with his credit card.

What do I need to do in order to benefit from the insurances related to my Keytrade Bank VISA card? Do I need to activate something?

You don't have to do anything. As soon as you receive your Visa card, you automatically benefit from all the insurance types linked to your card.

What type of insurance is linked to my Keytrade Bank Visa Classic card?

Your Visa Classic card comes with the Safe Online insurance, which you get for free with the card. This insurance covers all your online purchases paid with your Keytrade Bank Visa Classic card (with a minimum of EUR 75 and a maximum of EUR 500) against incorrect delivery or non-delivery of your online purchase.

What type of insurance is linked to my Keytrade Bank Visa Gold card?

Several types of insurance are linked to the Visa Gold card:

- Safe Online insurance: this insurance covers all your online purchases paid with your Keytrade Bank Visa Gold card (with a minimum of EUR75 and a maximum of EUR500) against incorrect delivery or non-delivery of your online purchase.

- Travel Cancellation and Interruption insurance: you are covered under the Travel Cancellation and Interruption insurance if you paid for at least 75% of your trip with your Keytrade Bank Visa Gold card. This covers illness or accidents of the cardholder, their partner or their children under 25, up to a maximum of EUR 5,000.

- Extended Guarantee insurance: if you buy an appliance such as a TV, freezer or washing machine and pay for it with your Keytrade Bank Visa Gold card, you get an additional two-year guarantee on top of the manufacturer's two-year guarantee. Our service includes remote diagnosis, repairs and even replacement of an irreparable appliance within the additional two-year period.

- Visa Assistance Travel and Assistance insurance: travel and assistance insurance for the holder of the Keytrade Bank Visa Gold card, their partner and any children living with the cardholder, which provides for assistance in the event of illness or injury and any repatriation in connection with the illness or injury. The Travel and Assistance insurance also provides for assistance at home in certain cases.

What does the Safe Online insurance related to my Keytrade Bank VISA card include ?

The insurance provides coverage in case of non-delivery or incorrect delivery of the insured item.

Non-delivery means the item has not been delivered within 90 days after the amount has been debited from your credit card as indicated on the card statement.

Incorrect delivery means that the item delivered does not correspond with the factory or distribution reference specified on the order form and/or that the insured item was damaged, broken or incomplete on delivery.

Is there a minimum purchase value for the item to be covered by the Safe Online insurance?

The coverage applies for items with a minimum unit value of EUR75, including VAT.

I ordered five T-shirts at EUR35 per shirt from an online seller. They were never delivered. Can I file a claim for EUR175 on the Safe Online insurance that is linked to my Keytrade Bank Visa card?

The coverage applies for items with a minimum unit value of EUR75 (including VAT) and not for the total amount of the order. Since each T-shirt cost EUR35, they are not covered by the insurance.

Which items are covered by the Safe online insurance linked to my Keytrade Bank Visa card?

Each new movable property for private use that is purchased online from a seller, provided that the purchase was shipped and delivered by post or courier and that it has a unit value of between EUR75 and EUR500, including VAT, and insofar it is not excluded under this guarantee.
Excluded items are listed in the General Terms and Conditions of the insurance.

Which documents must I send with a file for a claim on the Safe Online insurance that is linked to my Keytrade Bank Visa card?

If you file a claim, you must provide the insurer with the following:

- the completed and signed Safe Online claim application form
- the Keytrade Bank Visa card statement which shows that the insured item was purchased with your Keytrade Bank Visa card;
- a document identifying the item as well as the purchase price and date, such as an invoice or sales receipt;
- a printout of the order confirmation (e-mail), confirmation from the seller that they accepted the order or a printout of the internet order page;
- in case of delivery by a courier: the delivery slip;
- in case of by delivery by post: the delivery receipt;
- when returning the insured item to the seller: proof of payment of the cost of return shipping with confirmation of receipt;
- all other documents or information necessary to approve the request for compensation and to estimate the appropriate compensation.

I have booked accommodation, including transport to and from the hotel. Are local transport and rental vehicles at the destination covered by the Travel Cancellation insurance?

Yes, all travel costs which are fully or partly paid for in advance are covered, insofar as these costs are not refunded by the company concerned in the event of cancellation of your trip. If these costs have not yet been made, they are obviously not covered by the Travel Cancellation insurance.

My partner and I both have a Keytrade Bank Visa Gold card. Does this mean the maximum cover of the Travel Cancellation insurance is doubled?

No, the maximum cover of EUR5,000 per claim applies to all insured persons together and per insurance year.

If I become seriously ill while travelling and have to interrupt my trip, will my journey back home be reimbursed?

The Travel Cancellation and Interruption insurance covers costs that are contractually due if you have to interrupt your trip for a covered reason as specified in the General Terms and Conditions. If you have to return home ahead of schedule during your trip for a covered reason as specified in the General Terms and Conditions, the insurer will reimburse the additional costs over and above your original return journey. If you have to buy a new ticket, the cost will be reimbursed. You are also entitled to a reimbursement of the remaining days off that you could not enjoy. These are calculated on a pro rata basis.

A few days before my departure, there was a large flood in my country of destination. I wish to cancel my trip. Am I insured for this under the Keytrade Bank Travel Cancellation insurance?

No, your cancellation costs are not reimbursed in the event of a natural disaster.

I am going on a trip in four days' time. My passport was stolen yesterday and I cannot travel without a passport. Can I cancel the trip and file a claim?

No, there is no intervention if your passport or visa has been stolen. You can apply for a new passport or visa through an emergency procedure. If the emergency procedure is no longer possible, you must postpone your departure until you are in possession of the necessary documents and you will have to pay the costs of changing your tickets yourself.

Is there a minimum purchase value for the item to be covered by the Extended Warranty insurance?

The cover applies for items with a minimum unit value of EUR150, including VAT.

Must the device that is insured under the Extended Warranty insurance have been paid for with my Keytrade Bank Visa Gold card?

Yes, the device must have been fully paid for by credit card and the unit value must be at least EUR 150 including VAT.

Is there a limit to the amount insured under the Extended Warranty insurance?

The limit of the insured amount is EUR 5,000 per appliance and per claim, with a maximum of EUR 5,000 per period of 12 consecutive months.

My appliance is one year old. Can I rely on the Extended Warranty insurance?

In the first 24 months after the purchase, you must rely on the statutory Warranty provided by the manufacturer of your appliance. The Extended Warranty insurance only takes effect if your appliance breaks down after the statutory Warranty period has expired. The cover applies only if the malfunction is also covered by the original manufacturer's 24-month Warranty. The Extended Warranty insurance linked to your Keytrade Bank Visa Gold card extends the original manufacturer's Warranty by 24 months.

Which goods are covered under the Extended Warranty insurance?

The insurance covers 'white goods' and 'brown goods' newly purchased in Belgium and paid for fully with your Keytrade Bank Visa Gold card. Used goods or goods you bought on an auction site are not covered. The insurance takes effect after expiry of the manufacturer?s statutory Warranty period, which is 24 months. If your appliance breaks down in the first 24 months after purchase, you are advised to contact the manufacturer or distributor.
You can find the list of all covered goods here

What should I do in case of damage covered by the Extended Warranty insurance?

In case of damage you must:

- report the damage as soon as possible by calling +32 (0)2 550 04 78 within 14 calendar days following the date of the damage;

- provide the insurer with a copy of the purchase invoice, sales receipt or purchase receipt, plus proof that the appliance was paid with the insured card;

- follow the insurer's instructions and provide them with all reasonable information and/or documents they may deem necessary or appropriate;

- take all reasonable steps to minimise the consequences of the d
amage;

- keep the insured appliance until the final settlement of the claim;

- make the insured appliance available to an expert appointed by the insurer to determine the circumstances of the damage or to assess the loss.

I am the holder of a Keytrade Bank Visa Gold card, which makes me eligible for Travel Assistance insurance. Do my partner and my children also benefit from this insurance?

Yes, the Visa Assistance Travel and Assistance insurance is valid for the holder of the Keytrade Bank Visa Gold card, their partner and any unmarried children who live with the cardholder.

What are the benefits of the Visa Travel Assistance insurance?

What are the benefits of the Visa Travel Assistance?

·         Assistance to persons in Belgium

o   Transport of a corpse

·         Assistance to persons Abroad

o   Medical assistance

o   Repatriation or transportation of the injured or ill parties

o   Repatriation or transportation of the other insured parties

o   Hospital visits

o   Repatriation and supervision of children under the age of 18

o   Repatriation of pets

o   Medical expenses following an illness or accident (max. 100,000 EUR per insured party)

o   Post-treatment medical expenses in Belgium

o   Extension of the insured?s stay abroad

o   Urgent advanced return of the insured

o   Death of an insured during a trip

o   Search and rescue costs

o   Skiing accident

o   Transportation of essential medication, glasses, contact lenses and prostheses

o   Information service: 24/7 information service relating necessary documents prior and during the travel as well as information about health care and prevention

o   Loss or theft of travel documents and tickets abroad

o   Loss, theft or delay of luggage

o   Interpreter services

o   Legal Assistance

You can find the General Terms and Conditions of the Visa Travel Assistance here.

Do I need to have paid for my trip with my Keytrade Bank Visa Gold card to benefit from the Travel Assistance insurance?

No, to benefit from this insurance you only need to be the holder of a Keytrade Bank Visa Gold card.

I am thinking about renting a car during my trip. Can I rely on my Visa Assistance insurance if the car breaks down?

No, vehicle breakdown is not covered under Visa Assistance.

What does the card security do?

The card security (for VISA/Maestro/Bancontact/Mister Cash) protects your Keytrade Bank card every time you shop online against theft or fraud. This extra security level ensures that your online payments are more secure by confirming your identity with your e-commerce code and your Keytrade ID code.

I don?t have an e-commerce code. What do I need to do?

You can create an e-commerce code on Keytrade Bank?s transaction site.

• Log in.
• Choose Your preferences > Passwords & Security > Card security.
• Select the bank card(s) you want to use for online payments.
• Create and confirm your e-commerce password (which you can change at any time).
• Confirm, using your confirmation code.

I forgot my e-commerce code. What do I need to do?

You can create a new e-commerce code on Keytrade Bank?s transaction site.

• Log in.
• Choose Your preferences > Passwords & Security > Card security.
• Choose in section E-commerce code ?Change code?.
• Create and confirm your new e-commerce code.
• Confirm, using your confirmation code.

Can I change my e-commerce code myself?

You can always create a new e-commerce code on Keytrade Bank’s transaction site.

• Log in.
• Choose Your preferences > Passwords & Security > Card security.
• Choose in section E-commerce code “Change code”.
• Create and confirm your new e-commerce code.
• Confirm, using your confirmation code.

Which bank cards allow me to do online payments?

You can pay online not only with your credit cards (VISA), but also with your debit cards (Maestro/Bancontact/Mister Cash).

The e-commerce code remains the same for all your Keytrade Bank bank cards.

Do I need a separate e-commerce code per bank card for online payments?

No, for your convenience the e-commerce code is the same for all bank cards you have selected for online payments.

How many times can I enter the wrong e-commerce code or Keytrade ID code?

After three wrong attempts, your payment will be refused for security reasons. Please do your purchase again.

What is Zoomit?

Zoomit is a free bank service in your Intenet Banking. You are free to use the service or not. Thanks to Zoomit you will quickly have access to your invoices and salary slips.

If you need to pay your invoice you do not need to re-enter the payment in your Internet Banking. A pre-filled transfer form will simplify your work. You only need to approve or refuse the payment.

In this way you manage your payments quickly and efficiently in Internet Banking. More transparency and control. And what's more, you are working in an environmental-friendly way and you are losing less time in administrative burdens.

How does Zoomit work?

Zoomit enables you to view, manage and pay your invoices from your Internet Banking application. Zoomit also gives you access to your payslips and other documents linked to your financial transactions.

When a supplier sends you a document via Zoomit, you will see the Zoomit icon displayed in your online banking application. Simply click on this icon or on the word Zoomit to view the document.

How do I accept a document for the first time from a new sender?

As soon as the Zoomit icon appears next to your bank account in your Internet Banking application, it means that a document is available.

When you click on this icon for the first time, you will be asked to accept the Zoomit conditions.

Step 1: You accept the specific Zoomit terms of use of your bank.
Step 2: You accept the Zoomit conditions of the issuer of the document as described below.

On the screen you can read more information about the Zoomit service and about the terms and conditions.

Tick the box before the sentence 'I want to receive document from Company via Zoomit and I accept the terms and conditions.' Click on the Confirm button.

Viewing by third parties : Please indicate whether you agree or not to share your documents with other people authorized to act on the account by choosing Yes or No. By default No is activated.

Set your preferences and decide which e-mail address you want to use to receive warnings when a new document is waiting for you in Zoomit.
E-mail address: Please state the e-mail address to which Zoomit can notify you of the arrival of a new document.

Frequency : determine when you would like to have a warning by e-mail : each time a new document arrives, once a week or never.

Click on the button Confirm and consult the document. The digital document will open in PDF and will just be the same as the paper version. If you have questions about the content of the invoice or pay slip, please contact the issuer. Attention: If the screen below appears, just confirm that you have the agreement to open and read documents on behalf of the person mentionned.

I have chosen another bank. What about Zoomit?

If you choose another bank, Zoomit documents can be sent to your new bank account number. Contact the issuer of the invoice who will make sure that your Zoomit documents are sent to your new bank account. Do not forget to store your previous invoices and payslips on your PC or in any other storage media.

Notification via e-mail: what is it and how can I subscribe?

It is a message that you receive in your personal inbox to alert you of the reception of a new document in your Internet Banking application. When you use Zoomit for the first time, you must mention if you wish to benefit from this service and also indicate the e-mail address to which you want the notifications to be sent. It is always possible to modify these personal settings later via E-mail configuration in the screen My personal data.

Though I use Zoomit and pay my invoices regularly, Zoomit is telling me that I have unpaid invoices. Why?

As soon as new documents are available in your Internet Banking application, Zoomit notifies you, even if you have chosen not to use Zoomit. It is thus an informative message and you are free to use or not Zoomit.

If you agree with the invoices that are waiting that still haven't been paid, you can do it via the pre-filled transfer bulletin in Internet Banking. The status " To be treated" will automatically be changed to "Payment encoded".

If exceptionnally you have already paid an invoice via a different method such as:

* manual encoding in your Internet banking application
* directly at the counter of your banking agency
* via a bank terminal

the status To be treated stays unchanged in Zoomit. You can then modify the invoice payment status yourself.

To do this, please follow the following steps :

Connect yourself onto your Internet Banking application.
Click on the Zoomit icon
Select the invoice for which you would like to modify the payment status.
Click on the Relative information to the payment icon
In the Payment status box, select Modify.
In the Modify status box, select Payment done and add the payment date and possibly a comment.
Click on Confirm.
Return to Zoomit's home page and the status of the document will have changed from To be treated to Payment encoded. This manual modification will not have any consequence over the payment of the invoice.
When Zoomit proposes an invoice to be paid, no need to encode it manually into your Internet Banking application. The transfer bulletin is pre-filled in for you. All you need to do it approve or refuse it. The payment status will thus be automatically modified.

Who should I contact if I do not agree with the content of a invoice?

Take immediate contact with the sender of the invoice if you have questions about:

the contents of the invoice
the amount or wrong details
wrong data
payment method
address
addressee
promotions
the reception of the invoice
not received
received twice

Open the document on question and look at the issuer’s details: these details are always grouped in the top part of the invoice (telephone number, e-mail address, website, etc.).

Your bank and Zoomit have no access to the contents of your documents.

I have never used Zoomit and Zoomit is telling me that I have unpaid invoices. How come?

As soon as new documents are available in your Internet Banking application, Zoomit notifies you, even if you have chosen not to use Zoomit. It is thus an informative message and you are free to use or not Zoomit.

When you receive an invoice, Zoomit will inform you at the moment of reception that the status is "To be paid". The status "To be paid" will automaticallly be modified when you pay the transfer via the prefilled transfer form in your Internet Banking.

If you wish not - or no longer- to use Zoomit, make sure that you unsubscribe from the Zoomit service with each sender.As soon as new documents are available in your Internet Banking application, Zoomit notifies you, even if you have chosen not to use Zoomit. It is thus an informative message and you are free to use or not Zoomit.

I don't want to see the Zoomit icon in my Internet Banking. What should I do?

Zoomit (the icon and content) is automatically present in your Internet Banking application and notifies you that documents are available. You can not delete this service: the logo and the Zoomit screens will remain. On the other hand make sure that you have unsubscribed correctly from each sender.

What does the payment status mean in Zoomit? Is it possible to modify it?

The payment status in Zoomit is for information only and indicates whether you have paid an invoice or statement via Zoomit or whether it is a direct debit. This does not mean that you don't have to pay anymore, because only the issuer knows whether you have paid everything correctly. On the other hand, you may already have paid the invoice using another means (i.e. not via Zoomit), which means that the status is ‘To be treated’. If this is the case, you can modify the status manually.

To make a manual modification, you need to go through the following steps:

Open your Internet Banking application and click on the Zoomit icon that appears next to your bank account.
In the My Documents – Summary section, select the document for which you wish to modify the payment status.
In the grey box to the left of the Zoomit screen, click on the Information relating to the payment icon.
In the Payment Status box, select Modify in the Comments column (only possible if the status is To be treated).
In the Modify Status window, tick Payment made and enter the date of payment (figures only). Then confirm the procedure.
Explanations about payment status icons:

To be treated : Invoice, new or already viewed, for which no payment was made via Zoomit.
Payment encoded : Invoice for which:
-either the sender has initiated payment (e.g. direct debit or payment in your favour)
-or you have registered a payment at the bank (by transfer)
-or you have modified the status manually.

Paid : Confirmation by the sender that the invoice has been paid and that the amount has been debited from your bank account. Your bank statement will record this withdrawal. Note: this is an optional service on the part of your sender.

Cancelled : Invoice for which the sender has cancelled the payment (e.g. the amount had to be added to a subsequent invoice).

How is the basic rate defined for the regulated savings account?

Keytrade Bank fix the interest rate in function of the market circumstances in order to give its clients the best possible rate. However, the new rules will be applied as from April 1, 2009.

The basic interest rate or "legally permissible maximum interest rate" cannot exceed the highest of either of the following tariffs: 3% or the tariff of the refinancing operations rate of the European Central Bank (ECB) on the tenth of the month preceding the ongoing semester (June 10 and December 10).

The basic interest rate on the AZUR savings account cannot be higher than 3% until the refinancing operations rate of the ECB exceeds 3% as well.

To see the current basic interest rate at Keytrade Bank, please click here.

How big is the fidelity premium?

The fidelity premium is acquired for all sums in the savings account during 12 consecutive months.

The reglementation stipulates that the fidelity premium has to be between:

• minimum 25% of the basic interest rate offered by Keytrade Bank
• maximum 50% of the legally permissible interest rate.

• if the basic interest rate offered is equal to the legally permissible maximum interest rate of e.g. 3%, than the minimum premium will have to be 0.70% (25% of the basic interest rate offered by Keytrade Bank, rounded down to a tenth of a percent) and can be maximum 1.50%;
• if the basic interest rate offered is 2%, while the legally permissible maximum interest rate is 3%, than the premium has to be between minimum 0.50% and maximum 1.50%.

Will I still have the right to the growth premium on the AZUR savings account?

The rule cancel this premium, but Keytrade Bank provides a transition period. All deposits done until March 31, 2009 will receive a growth premium calculated until December 31, 2009. After this date the growth premium will disappear and will make place for the a unique fidelity premium.

The tariff of the growth premium will be the same than the tariff fixed for the fidelity premium as from April 1, 2009. In reality the growth premium will be fixed at the same level as the fidelity premium on April 1, 2009.

What happens to the fidelity premium applied in the past to my AZUR savings account (0.01%)?

Keytrade Bank provides a transition period. The sums under the regime of the fidelity premium will enjoy the tariffs applicable until March 31, 2009 (0.01%). After this date the fidelity premium as we know today will disappear and make place for the unique fidelity premium. This fidelity premium will be acquired for sums in the account during 12 consecutive months.

What happens to the blocks?

Due to the new rules, the blocks will disappear on April 1, 2009.

At Keytrade Bank one unique interest rate will be applied to the total sum in the savings account. The interest will be calculated on a daily basis from the first cent.

What is the difference between an Azur savings account and a High Fidelity savings account?

The basic interest rate for the Azur savings account is higher than the basic interest rate for the High Fidelity savings account. This makes it more suitable for savings that you want to actively use, because you start earning the basic interest from the very first day.
The fidelity premium is higher for the High Fidelity savings account than it is for the Azur savings account. The fidelity premium is earned for the money that remains in your savings account for 12 consecutive months. This formula is therefore suitable for long-term savings.
With both accounts, you have immediate access to your savings. There are no charges for opening, managing or closing either type of account.

What are the drawbacks of a High Fidelity savings account?

The basic interest of 0,05% is earned from the very first day. But the fidelity premium of 0,20% is earned after 12 months for the money that has remained in your Keytrade High Fidelity savings account for a whole year.

Careful!

If you are not sure that you can do without your savings for a whole year or more, then a savings account with a high fidelity premium is not for you. If you were to move some money from your savings account to another account, you would automatically lose the fidelity premium for the amount transferred. Unplanned expenses, such as a new car or an exotic holiday, will often mean that you need to take out some of your savings.

If the interest rates rise in the course of a year, the basic interest rates for the "classic savings accounts", such as Keytrade Azur, will also rise. You may then be tempted to move your savings to your Keytrade Azur account. However, by doing this you would also lose the accrued fidelity premium, and your ultimate return will be less than if you had left your savings in the Keytrade Azur account.

Savings that you actively use (to pay for unplanned expenses or as a suspense account between two stock market transactions) are best left in your Keytrade Azur account. The higher interest rate on the Azur account allows you to actively use your savings and still enjoy a decent return.

Who can benefit from a High Fidelity savings account?

To benefit from a High Fidelity savings account, you will have to:

- Be a Keytrade Bank customer - Have a current account

Keytrade Bank limits the number of High Fidelity savings accounts to 1 per available current account.

How do I open a High Fidelity savings account?

The High Fidelity savings account can only be opened online. If you are a customer of Keytrade Bank and have a current account, you can log into the secure section of the site to open a High Fidelity savings account.

Can I deposit savings directly into the High Fidelity savings account?

Yes, you can deposit savings directly into the High Fidelity savings account.

Is my fidelity premium guaranteed?

Since the amended Royal Decree on regulated savings accounts came into force on 1 April 2009, the return on a defiscalised savings account comprises a basic interest component and a fidelity premium.

The basic interest depends on the market interest rate and is therefore variable. The fidelity premium is calculated based on the basic interest rate (a minimum of 25% of the basic interest rate offered and a maximum of 50% of the maximum basic interest rate), and is therefore also variable.

The fidelity premium is awarded for any sum of money that has remained in the account for 12 consecutive months. The fidelity premium in force at the time of deposit or at the start of a new fidelity period remains in force for the entire fidelity period.

How much withholding tax will I have to pay?

For regulated (defiscalised) savings accounts, you will pay 15% withholding tax on any interest earned in excess of ?980 EUR (income 2019).

In accordance with current tax legislation on defiscalised savings accounts, the first ?980 EUR of interest is exempt from withholding tax, as long as you are a natural person and resident of Belgium. This exemption applies per year and per taxpayer. Accounts held by married couples or legally recognised cohabiting couples can benefit from a double exemption (?1.960 EUR in interest). If withholding tax has not already been withheld, any interest earned in excess of the exempt amount per taxpayer must be declared in your annual tax return. For example, if a taxpayer holds four different savings account (either individually or jointly) with the same bank or with different banks, any cumulative interest in excess of the exempt amount of ?980 EUR will have to be declared in his/her tax return.

When is the interest deposited in the account?

The basic interest rate on savings accounts is paid on January 1st of each year. The fidelity premium is paid on the savings account on the first business day of the quarter following the acquisition date: January 1st , April 1st , July 1st , October 1st.

For example, if you deposit savings in your High Fidelity savings account on 15/02/2013, you will earn your fidelity premium on February 15/02/2014. You will receive the basic interest on a pro rata basis. The fidelity premium, which is acquired on the 15/02/2014, will be deposited on your High Fidelity savings account on 15/04/2014.

What is the High Value term account?

The High Value term account is an account that allows you to block money for a defined period between 1 week and 10 years, waiting for a future investment.

How much does the High Value term account cost me?

Keytrade Bank does not charge you even one eurocent to open the High Value term account. This account is totally free.

Which is the duration of the High Value term account?

The duration of the High Value term account is defined for a period ranging between 1 week and 10 years. You have the possibility of putting a term at the given period or to extend it.

Is a minimum amount required to activate the High Value term account?

There is a minimal amount required to activate the High Value term account. This amount is ? 1 000.

Which is the interest rate used?

The interest rates vary according to the current market conditions. The higher the amount, the higher the interest.

Who can open a High Value term account?

After approval of the application for a banking relationship, everyone can open for free a High Value term account.

How to benefit from this High Value term account?

• If you are not a client of Keytrade Bank, you can open your account here and determine yourself the characteristics of your High Value term account. Choose the amount, the duration and benefit from this investment without any risks.
• If you are a client of Keytrade Bank, log on to our secured site and click on Bank > Term account.

Can I put an end to the previously determined period?

You can break up the term at each moment. For more information on the break up of the term click, here.

What happens at the due date?

At the due date, the deposited amount and the accrued interest will be automatically placed on your linked account. You decide yourself if you want to extend the High Value term account or not.

European savings taxation regulations: What changed?

The 2003 European Savings Tax Directive (the "Directive") entered into force on 1 July 2005 and contains the basic provisions of the regulations that the EU Member States have transposed into national legislation. Although the legal scope of the Directive cannot extend outside the EU, its implementation also affects: Jersey, Guernsey, the Isle of Man, Anguila, Turks & Caicos, the Cayman Islands, British Virgin Islands, Montserrat, the Dutch Caribbean and Aruba. Also associated Third Countries are: Switzerland, Liechtenstein, Monaco and San Marino. All countries and territories applying the Directive are referred to below as the "Participating States".

The Directive was transposed into Belgian law by the Act of 17 May 2004 and Royal Decree of 26 March 2005, supplemented by administrative circulars and financial sector interpretative documents.

From 1 January 2010, certain amendments to the transposition into Belgian law of the Directive shall take effect by virtue of the implementation of the Royal Decree of 27 September 2009.

The major change is that Belgium has decided to waive the transitional period as of 1 January 2010, that is, it shall henceforth proceed with the automatic exchange of information.

Why is this regulation being introduced? and how?

Member States had noticed that a resident in Member State A could avoid or reduce tax on revenue from savings via investments in country B when B had favourable tax legislation, such as an exemption from all taxes on income from non-residents' savings.

The Directive seeks to avoid that the choice of investing one's money in a given country is due to this country's tax system. To achieve this objective, the Participating States have introduced a system of an exchange of information. Originally, it had been anticipated that during a transitional period three Participating States ? Belgium, Luxembourg and Austria ? would not proceed with the exchange of information but instead debit a withholding tax.

From 1 January 2010, this transitional period has ended for Belgium, with the result that it has switched to the automatic exchange of information system.

What is the automatic exchange of information?

Under the automatic information exchange system, banks have to disclose various information to their tax authority when paying interest to private individuals resident in another Member State. The tax authority then provides this information to the tax authority of the other Participating State where the customer in question is resident and where he/she is taxed.

At last on 31 March 2011, Belgian banks shall, for the first time, provide information on income as described in question 5 received in 2010 for their customers residing in a Participating State other than Belgium.

What information shall be exchanged?

Via automatic disclosure, at last on 31 March 2011, Keytrade Bank shall inform the Belgian tax authority of:

• the identity of customers residing for tax purposes in a Participating State other than Belgium who in 2010 received the income described in question 5;
• their TIN (Tax Identification Number), allowing the fiscal identification of the customers. This piece of information is new and does not currently exist in all the Participating States. Failing this, their place and date of birth shall be provided;
• their place of residence;
• the number(s) of the account(s) to which the income concerned has been credited and these accounts only;
• The amount and type of income concerned

Which income is affected?

Income from investments as envisaged below and falling within the scope of application of the Directive, that being:

• interest obtained on deposits from current accounts, savings accounts and fixed-term deposits
• accrued and capitalised interest earned since 1 July 2005 on debt instruments, these being public and private bonds, zero-coupon bonds ? on which interest is paid on maturity ? plus bank savings certificates with simple or capitalised interest, certain structured bonds and so on;
• dividends from distribution sub-funds of Undertakings for Collective Investment ("UCI") vehicles investing in bonds and money market or cash or mixed UCI vehicles investing partly in debt instruments.

• shares;
• insurance or pension products;
• derivatives (warrants, options and so on);
• UCI vehicles not investing in debt securities

What about UCI vehicles?

A. UCI vehicles that pay dividends

UCI dividends received by people affected by the automatic exchange of information are classified as interest payments and fall within the scope of the Directive when:

• the UCI is established in the EU and has a European Passport;
• it is a distribution fund (i.c. a fund that distributes dividends as opposed to a capitalisation fund);
• the assets invested are made up of debt instruments envisaged in the Directive, such as bonds.
• This can also involve a mixed fund under Belgian law that invests in equities and bonds to the amount of at least 15% in interest-bearing products as defined in the Directive.

• The bank receives information and can determine how much of the dividend forms interest: this is the portion of which the tax authority shall be notified.
• The bank receives no information in this respect from the issuer: the entire dividend shall be disclosed.

• the fund is established in the EU and has a European Passport;
• the fund holds more than 40% of its assets, or 25% as from 1 January 2011, in debt instruments covered by the Directive.

• The bank can determine the amount of capital gain representing interest: this portion shall be disclosed to the tax authority.
• The bank receives no information in this respect from the issuer: all the capital gain shall be disclosed.
• The bank is unable to determine the actual amount of the capital gain: in this case the proceeds of the sale/repayment/redemption shall be reported to the tax authority.

• pure bond UCI vehicles;
• mixed UCI vehicles holding more than 40% of their assets ? 25% on 1 January 2011 ? in debt securities.

Am I affected? If so, what does this involve?

The exchange of information system covers private individuals residing for tax purposes in a Participating State other than Belgium such as Germany, Austria, Bulgaria, Cyprus (Greek part), Denmark, Spain (including the Canary islands), Estonia, Finland, France (including the departments d' overseas), Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal (including Madeira and the Azores), the United Kingdom (including Gibraltar), Romania, Slovakia, Slovenia, Sweden and the Czech Republic.

If you are affected: the automatic information exchange system shall be applied without any action from you being required. However, your involvement may be requested in the identification procedure or if it is applicable to establish that you should not be affected. For example, if you are a Belgian resident, your income would then be subject to a Belgian withholding tax.

Can I avoid the automatic exchange of information?

It is not possible to avoid the automatic exchange of information if you are affected and receive the income in question.

It should be noted that if there is a change of tax residence during the year and this change results in the application of the Directive, the automatic exchange of information shall only involve the income concerned that is received as from changing tax residence.

Are you a diplomat or civil servant (EU, NATO, EUROCONTROL, ...)?

You have completed and provided the bank with the ad hoc documentation (for example the HIS276 form for officials of the European institutions)

You are:

• comparable to a non-resident if you have chosen to be exempted from the Belgian withholding tax. You are then included under the automatic exchange of information if you come from one of the Participating States.
  The documents you have submitted for exemption from Belgian withholding tax (for instance: the HIS276 form of the European institutions) remain valid on 1 January 2010.
  
  
• considered as resident if you have chosen not to be exempted from the Belgian withholding tax. You are therefore not affected by the automatic exchange of information.

Which countries fall under the directive?

All EU-member states and some dependent or associated areas.

Members of the EU on 31/12/2009: Belgium, Bulgaria, Cyprus (Greek part), Denmark, Germany, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Austria, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Czechia, United Kingdom, Sweden.

Dependent or associated areas: Dutch Antilles, Aruba, Guernsey, Island Man, Jersey, British Virgin Islands and Montserrat.

Comment vais-je reconnaître les différents comptes ?

Dès votre première connexion sur le site sécurisé de Keytrade Bank, vous verrez : Les comptes habituels de Keytrade Bank :

• un compte à vue
• un compte d?épargne (Azur)
• un compte-titres

• un compte à vue "ex-Edge" sur lequel se trouvera la somme qui était auparavant sur votre compte à vue "Edge" (*)
• un compte d?épargne "ex-Edge" sur lequel se trouvera la somme qui était auparavant sur votre compte d?épargne "Edge" (*)

Quelles Conditions Générales sont applicables à mes comptes chez Keytrade Bank ?

Keytrade Bank a décidé de résilier les Conditions Générales de Kaupthing Edge. Nous appliquons le délai de résiliation de deux mois. A partir du 16/09/2009, les Conditions Générales de Keytrade Bank seront applicables à tous les comptes ex-Edge, comme c?est déjà le cas maintenant pour les autres comptes Keytrade Bank. Attention : Les conditions financières des comptes ex-Edge (taux d?intérêts, primes ?) restent d?application sans changements jusqu?à nouvel ordre.

J'avais uniquement un compte Edge et je n'étais pas encore client chez Keytrade Bank.

Surfez sur www.keytradebank.com, cliquez sur "Accès client" et ensuite sur "ex-Edge". Suivez les instructions que vous verrez à l'écran et utilisez vos codes personnels de Kaupthing pour y accéder. Vous ne devez pas attendre des nouveaux codes par la poste parce que c'est avec vos codes de Kaupthing que vous aurez accès au site sécurisé de Keytrade Bank. Nous avons opté pour cette méthode afin que la transition se déroule de la façon la plus souple possible.

J'étais déjà client Keytrade Bank et j'avais un compte Edge

Surfez sur www.keytradebank.com, cliquez sur "Accès client" et ensuite sur "Satndard". Suivez les instructions que vous verrez à l'écran et utilisez vos codes personnels de Keytrade Bank pour y accéder.
Après vous être connecté sur le site sécurisé avec vos mots de passe de Keytrade Bank, vous verrez vos comptes ex-Edge ainsi que vos comptes Keytrade Bank existants.

J'avais aussi des placements chez Kaupthing

Etant donné que le Crédit Agricole Belgique, la société mère de Keytrade Bank, reprend la clientèle Private Banking de Kaupthing, vos avoirs ont été transférés sur un compte au Crédit Agricole. Si vous aviez (ou partagiez) chez Kaupthing un compte Edge et un compte-titres, l?ensemble de vos avoirs ont été transférés vers le Crédit Agricole. Il en est de même si vous aviez uniquement un mandat sur un compte-titres.
Tous les clients dont les comptes ont été transférés au Crédit Agricole reçoivent par courrier une lettre avec des informations et des données de contact. Si vous voulez prendre contact avec le Crédit Agricole, veuillez utiliser le numéro suivant : +32 (0)2 / 558 75 39.
Vos comptes sont donc transférés SOIT chez le Crédit Agricole, SOIT chez Keytrade Bank.

J'ai oublié mes codes d'accès Edge ? Que dois-je faire ?

Si vous ne connaissez plus vos codes personnels Edge, vous pouvez demander de nouveaux mots de passe via le document "Demande nouveau mots de passe". Complétez-le, signez-le et envoyez-le à Keytrade Bank, Bd. du Souverain 100, 1170 Bruxelles, avec une copie recto verso lisible de votre carte d'identité.

Mon numéro de GSM a changé ? Que dois-je faire ?

Si votre numéro de GSM a changé depuis l?ouverture de votre compte chez Kaupthing Edge, et si ce changement n?avait pas été communiqué à Kaupthing, vous ne recevrez pas de sms et vous ne pourrez pas vous connecter. Veuillez envoyer un e-mail à admin@keytradebank.com en indiquant votre nom et prénom, le numéro d?utilisateur (login) avec lequel vous accédiez au site de Edge ainsi que votre nouveau numéro de GSM sur lequel nos collaborateurs pourront vous joindre pendant les heures de bureau. Ils prendront contact avec vous et ils feront le nécessaire pour vous donner accès au site.

Quand je me connecte la première fois chez Keytrade Bank, je dois créer un nouveau mot de passe. A quoi sert-il ?

Chez Kaupthing, vous utilisiez un mot de passe et un code unique que vous receviez par sms. Ceci ne change pas chez Keytrade Bank. Le mot de passe pour vous connecter chez Keytrade Bank est le même que votre mot de passe Edge. Nous l?appelons le mot de passe d?accès. Ceci n?est demandé que pour se connecter sur notre site sécurisé. Chez Keytrade Bank, vous avez aussi besoin d?un deuxième mot de passe, le code de confirmation, qui est nécessaire pour confirmer des transactions bancaires et boursières (pas pour se connecter sur le site). Le code de confirmation ne peut pas être identique à votre mot de passe d?accès. Le code de confirmation est composé de minimum 4 et maximum 255 caractères et est une combinaison de chiffres et de lettres. En tant que client ex-Edge, vous devez choisir vous-même ce code. A cet effet, vous allez voir un écran spécifique lorsque vous vous connectez pour la première fois.

Investir mon argent dans d?autres placements que le compte d?épargne

Chez Keytrade Bank, nous vous offrons une large palette de produits financiers : fonds d?investissements, accès à 18 marchés boursiers, marché euro-obligataire, turbos, options, warrants? Pour investir dans ces produits, il vous faudra transférer des liquidités vers votre compte-titres. Cliquez sur la partie « Banque » de notre site sécurisé, ensuite sur "Virement" et choisissez ensuite "Virement interne". Si vous effectuez un virement interne vers votre compte-titres, ceci se fera en temps réel.

Transférer mon argent vers une autre institution financière

Cliquez sur la partie « Banque » de notre site sécurisé, ensuite sur "Virement" et choisissez ensuite "Virement national" ou "Virement international". Veuillez toujours tenir compte de l'application de dates valeur qui peuvent éventuellement donner lieu à des intérêts débiteurs. Chez Kaupthing Edge, le montant maximum que vous pouviez transférer par virement était de ? 5 000. Chez Keytrade Bank, vous pouvez transférer jusqu?à ? 499.999 par virement.

Puis-je transférer mon argent si je ne connais plus mes codes ex-Edge ?

Vous pouvez demander des nouveaux mots de passe et faire ensuite les virements en ligne avec votre code de confirmation. Si vous ne souhaitez pas faire le virement en ligne vous-même, vous devrez nous envoyer votre demande de virement par courrier, avec une copie lisible recto verso de votre carte d?identité (ne l?oubliez pas svp!).

Retirer du cash

Il est possible de retirer de l?argent à notre guichet (Bd. du Souverain 100 à 1170 Bruxelles), en présentant votre carte d?identité électronique. Un retrait doit être demandé trois jours ouvrables à l'avance, en envoyant un e-mail à info@keytradebank.com. Pour des raisons pratiques et pour éviter des délais d'attente au guichet, nous vous conseillons d'effectuer un virement externe vers une autre banque.

Est-ce que je peux mettre fin à ma relation avec Keytrade Bank et clôturer mes comptes ?

Oui, c?est possible. Nous vous rappelons que les comptes de Keytrade Bank sont gratuits même si le solde de vos comptes bancaires est de zéro. Vous avez donc tout le loisir de prendre la décision d?utiliser les services offerts par Keytrade Bank dans le futur. Si vous désirez néanmoins clôturer vos comptes, veuillez télécharger le document « Cloture de compte ». Vous devez remplir et signer ce document et nous l'envoyer par la poste avec une copie lisible recto verso de votre carte d?identité (ne l?oubliez pas svp). Nous mettrons tout en ?uvre pour traiter ces demandes aussi vite que possible. Si vous êtes très pressé, nous vous conseillons de transférer le cash vers le compte de votre choix. Après le calcul des intérêts, ces derniers pourront alors être transférés vers le compte de votre choix. Attention : les conditions des comptes ex-Edge continuent à exister chez Keytrade Bank. Si certaines primes devaient échoir à un certain moment, cette échéance reste la même chez Keytrade Bank. Il serait dommage de perdre une prime parce que vous clôturez le compte avant la date en question. Nos services ne peuvent pas vous conseiller quant à l?opportunité particulière, dans votre cas de laisser l?argent sur le compte ex-Edge.

Historique des transactions

Connectez-vous sur le site sécurisé de Keytrade Bank et cliquez sur "Banque". Sélectionnez le compte que vous désirez consulter. Vous arriverez immédiatement sur un écran reprenant les opérations effectuées sur votre compte. Toutes les opérations que vous effectuerez sur votre compte depuis votre première connexion sur le site de Keytrade Bank seront ajoutées à votre historique. Un historique de vos transactions passées sur les comptes "ex-Edge" (d?avant le transfert) est ? uniquement à titre d?information ? disponible sur un document pdf. Keytrade Bank ne porte aucune responsabilité pour ces transactions.

J?ai besoin d?un extrait de compte Edge ? Où puis-je le trouver ?

Si, avant le transfert vers Keytrade Bank, vous n?avez pas imprimé ou sauvegardé vos extraits de compte Edge, vous pouvez les demander chez Keytrade Bank via e-mail à l?adresse backoffice@keytradebank.com, avec mention de votre nom, votre numéro de compte, la date et le montant de l'opération. Nous ferons le nécessaire pour vous envoyer ces extraits par e-mail ou par poste. La gestion de ces demandes est cependant entièrement manuelle et doit se faire par demande individuelle. Ceci peut prendre un certain temps et nous vous remercions d?avance pour votre patience. En outre, comme la recherche des extraits Edge exige une recherche manuelle plutôt laborieuse, nous sommes contraints de compter un coût de ? 2 (TTC) par extrait.

Aurai-je dans ce cas un compte chez Keytrade Bank?

Oui, le transfert de tous les comptes Edge se déroule automatiquement. Chaque titulaire d'un compte Edge chez Kaupthing aura un compte chez Keytrade Bank. Les intérêts éventuels pour 2008 ont été portés en compte et les intérêts pour 2009 seront crédités le 31/12/2009.

Après le remboursement par l?AGDL, j?ai demandé à Kaupthing Edge de clôturer mes comptes. Est-ce que j?aurai quand même un compte chez Keytrade Bank?

Oui, le transfert des données se déroule automatiquement. Chaque titulaire d'un compte Edge chez Kaupthing aura un compte chez Keytrade Bank. Nous vous rappelons que les comptes de Keytrade Bank sont entièrement gratuits mêmes si les soldes de vos comptes sont nuls. Néanmoins, si vous souhaitez clôturer vos comptes, vous devez envoyer une nouvelle demande à Keytrade Bank

J?ai déménagé. Comment vous le communiquer ?

Toutes les modifications de vos données personnelles doivent être communiquées par écrit, accompagnées d?une copie recto-verso lisible de votre carte d?identité, à l?adresse suivante Keytrade Bank Service Administration Boulevard du Souverain 100 1170 Bruxelles Si votre déménagement est très récent (moins 6 semaines), nous demandons d?envoyer également une preuve originale de votre commune (p.ex. une Composition de ménage, un extrait du registre de la population,...), autrement il faut ajouter une facture du gaz, eau ou electricité, une vignette mutuelle ou un extrait de votre carte d?identité.

Où puis-je trouver les documents standards de Keytrade Bank ?

Sur notre site public, vous trouverez sous ?Document Centre? (en haut de la homepage) plusieurs documents utiles, comme le formulaire de Demande d?attribution de nouveaux mots de passe, la clôture de compte, la demande d?une carte de débit ou de crédit. Nous vous conseillons d?utiliser ces modèles et de les compléter.

Sur notre site sécurisé vous trouvez également un Document Centre ou Centre de documentation (en bas, dans la partie grisée). Vous y trouvez par exemple le formulaire pour donner une procuration.

Pourquoi est-ce que Keytrade Bank voulait reprendre les clients de Kaupthing Belgique ?

Cette reprise se fait dans le cadre de notre stratégie de croissance. Keytrade Bank n?est pas intéressée par le bilan de Kaupthing, mais par les clients. Le but est de leur proposer des produits et services de grande qualité, comme on le fait déjà pour plus de 95 000 clients.

Comment vais-je rester au courant de l?évolution ?

Notre but est de mettre régulièrement à jour ces Questions et Réponses. Nous ne souhaitons pas vous inonder avec des messages via e-mail ou sms. Nous vous demandons donc de jeter régulièrement un coup d??il sur notre site public www.keytradebank.com. Vous y trouverez toujours la dernière version de ce document. En haut de la page se trouve toujours la date d?édition du document.

Est-ce que je peux adapter l?ordre de mes comptes?

Bien sûr ! Dès que vous êtes connecté sur le site comme client, vous pouvez cliquer sur le bouton ?Vos préférences? dans le page d?accueil. Ensuite vous cliquez sur ?Ordre des comptes? et sélectionnez la façon dont vous voulez trier vos comptes.

Vous pouvez également changer le libellé de vos comptes. Cliquez pour cela sur ?Libellés de comptes?..

Qu?est-ce qui se passe avec la filiale belge de Kaupthing ?

La filiale belge de Kaupthing Bank S.A. cesse d?exister. Vous pouvez vous diriger vers la Banque Havilland S.A. (c?est le nouveau nom de Kaupthing bank Luxembourg S.A.) à l?addresse : 35a, avenue J.F. Kennedy, 1855 Luxembourg pour toutes autres questions ou plaintes.

What is SEPA?

SEPA stands for “Single European Payments Area”. It harmonises the way retail banking operations (money wire, direct debit or banker’s card) are handled in the SEPA area. The SEPA area includes all European Union member states and Iceland, Liechtenstein, Monaco, Norway, San Marino and Switzerland.

A major change of SEPA - as of February 1st 2014 – is that the IBAN is required for money wires in EUR to a beneficiary in a SEPA country. The BIC of the beneficiary’s bank is required as well.

What is IBAN – What is BIC/SWIFT?

IBAN - short for “International Bank Account Number” - represents the international notation of the old national bank account number. It allows you to easily execute money wires in EUR within the borders of the SEPA area.

The IBAN of a Belgian bank account always has the following format: BEXX XXXX XXXX XXXX. The first 2 characters are always BE and the next 14 characters will always be digits. The IBAN can have a different format in other countries: the IBAN can consist of up to 34 alphanumeric characters.

Along with the IBAN, you will need the BIC (Bank Identifier Code) to execute a money wire. The BIC is an identification number of the bank. Keytrade Bank’s BIC is: KEYTBEBB. To execute a money transfer in EUR to an account at Keytrade Bank, one needs the IBAN of the beneficiary’s account as well as Keytrade Bank’s BIC.

What is SEPA Direct Debit?

SEPA Direct Debit is the official name for: European Direct Debit. Since the 1st of February 2014 direct debits within the SEPA area are treated in a uniform way. “Old style” direct debits (also called “DOM80” or Belgian direct debit) are no longer offered, and only SEPA Direct Debits can be created.

What is the difference between SEPA Direct Debit and DOM80?

It used to work like this: you were a customer of company ABC, a supplier of a certain (recurring) service. This company offered you the possibility to use the automatic payment method for your bills, to ensure that you wouldn’t forget to pay them. Such an automatic payment of bills was called a direct debit (DOM80). You gave your bank an instruction to create a direct debit in favor of company ABC. The moment you were no longer a customer of company ABC, you asked your bank to stop all direct debits to that company. In other words: the management of direct debits (DOM80) was possible via the bank.

This changed since the introduction of SEPA Direct Debit. It is no longer possible to create a DOM80 direct debit. A SEPA Direct Debit is now handled completely by the supplier and no longer by the bank. If you wish to create, modify or cancel a direct debit you are supposed to contact the supplier/creditor, and not the bank.

How to create or cancel a SEPA Direct Debit?

A SEPA Direct Debit is managed entirely by the supplier/creditor. In order to create, modify or cancel a SEPA Direct Debit, you will need to contact the supplier/creditor.

SEPA Direct Debit: what are the features at Keytrade Bank?

With regard to the creation, modification or cancellation of a SEPA Direct Debit mandate, you now need to contact the supplier/creditor - and no longer the bank. However, you have several useful possibilities at your disposal on Keytrade Bank’s website:

• Payment to be executed: The SEPA Direct Debit payments that will be executed can be seen on the secure website of Keytrade Bank a couple of days in advance.

• Refund: You are able to ask for a refund via your online banking. Let’s assume that the supplier/creditor has charged you too much for a certain bill. SEPA Direct Debit offers the possibility to obtain a refund. This refund can be requested up to 8 weeks after the execution of the SEPA Direct Debit payment. The refund is executed instantly.
If you ask for such a refund we would advise you to contact the supplier/creditor to make an arrangement about the amount that needs to be paid, and how the payment needs to be done.

• Blacklist: Another possibility that SEPA Direct Debit offers is the creation of a “blacklist”. This blacklist allows you to refuse a SEPA Direct Debit payment for a certain supplier/creditor (for one or more mandates you gave this company) or to limit the amount (for example: for company ABC you create an order that no SEPA Direct Debit payment in favor of ABC can be more than 120 EUR,…). You can even block one or more of your current accounts for all SEPA Direct Debit payments.

SEPA Direct Debit: what modifications are possible online?

Depending on the state of a certain SEPA Direct Debit payment you have a range of possibilities to intervene – if required. The possibilities you have on Keytrade Bank’s website are:

• Reject this payment once: in your opinion a specific planned payment is incorrect. This functionality allows you to refuse this one and only payment. This reject is possible if the SEPA Direct Debit payment has not yet been executed. Other payments for the same supplier/creditor can and will still be executed.

• Request a refund: you feel that an already executed SEPA Direct Debit payment is incorrect? You have up to 8 weeks to ask for a refund, should you feel that an already executed SEPA Direct Debit payment was incorrect.

• Limit payment amount: by using this functionality you do not allow – e.g. for company ABC - any SEPA Direct Debit payments larger than an amount chosen by you. This only relates to the given mandate. This won’t have any influence on any other mandate for the same supplier/creditor.

• Block payment (recurring): this allows you to refuse any SEPA Direct Debit payments for a given mandate of a certain supplier/creditor. This blocking doesn’t apply to other mandates for this same supplier/creditor. Payments of other SEPA Direct Debit mandates for this supplier/creditor will still be executed.

• Block creditor (recurring): block all SEPA Direct Debit payments for supplier/creditor ABC. This relates to all mandates you might have for this supplier/creditor.

• Block all SEPA Direct Debits: this will block the payment of all SEPA Direct Debit mandates on this current account.

• Cancel your request: you rejected or requested the refund of a SEPA Direct Debit payment? A cancellation can be requested as long as Keytrade Bank has not definitively processed your instruction. Once your instruction (a payment rejection or a refund request) has been processed, it can’t be undone anymore. This means that you will need to contact the creditor/supplier in case you erroneously made this request.

How to ask for a refund?

A refund can be requested up to 8 weeks after the execution of the SEPA Direct Debit payment. This can be done on Keytrade Bank’s secured website in the section: Banking > Direct Debit.

If a SEPA Direct Debit payment was executed based on an unexisting or an unvalid mandate you can ask for a refund up to 13 months after the execution of the payment. In this case you need to send a registered letter to “Keytrade Bank – Department Backoffice Banking” - requesting the refund of the SEPA Direct Debit payment.

At what time SEPA Direct Debit payments are handled?

The secured site of Keytrade Bank offers an overview of all executed, refused and pending payments. For each payment the due date is indicated.

The due date is especially important for all SEPA Direct Debit payments that still need to be executed.

The attempt to execute the SEPA Direct Debit payment is done as of midnight on the due date. If there are insufficient funds on your current account at that very moment the payment will not be executed, but rejected. If this occurs, we would advise you to contact the supplier/creditor immediately in order to determine how and when the payment can be done.

What to do if a payment was rejected?

Only one attempt will be made to execute each SEPA Direct Debit payment. The execution attempt of the SEPA Direct Debit payment is done as of midnight on the due date.

If there are insufficient funds on your current account at that very moment the payment will not be executed, but rejected. If this occurs, we would advise you to immediately contact the supplier/creditor in order to determine how and when the payment can be done.

What is SEPA Direct Debit B2B?

It is a type of SEPA Direct Debit that can only be used by a legal entity. The rule that a refund can be requested up to 8 weeks after the execution of the SEPA Direct Debit payment is not applicable to SEPA Direct Debit B2B. In other words, the debitor renounces his right to ask for a refund.

This type of SEPA Direct Debit is not offered by Keytrade Bank.

What does PSD mean?

PSD stands for "Payment Services Directive" (Directive 2007/64/EC).

The PSD sets out the rules for executing payment services for all banks and payment institutions in the European Economic Area (or "EEA") in an EEA currency. Keytrade Bank has adapted the conditions of its payment services and products: these conditions will take effect on 1 April 2010.

Why the PSD?

The result of the PSD is that uniform payment rules apply in the European Economic Area (EEA), with increased transparency and harmonisation.

Are the provisions of the PSD applicable to all Keytrade Bank clients?

The PSD does not apply to legal entity clients or private individuals using their current account as part of their business or professional occupation.

What differences exist between the PSD and Single Euro Payments Area (SEPA)?

The major difference is that PSD has a broader scope of application since it covers all payments in any European currency, thus not only the euro but also the Danish krone, pound sterling and so on.

The PSD has also been transposed into national legislations so it is legally binding to all EEA banking institutions. Meanwhile, based on agreements between participating banks, the SEPA defines the technical rules applicable to interbank relations.

What does the PSD change for you?

Quicker and better informed: You receive detailed information about payment services in the General Terms and Conditions, specific contracts and other documents. Furthermore, if the payment service conditions change, you are notified at least two months in advance.

Execution speed: For instance, after receiving the payment order, the amount should be credited within three (euro) or four (other EEA currency and payment orders initiated on paper) business days to the payee's account.

Refund of direct debits: For instance, you can have direct debits repaid under certain conditions for 56 days (eight weeks) after the debit date.

Which accounts fall within the scope of the PSD?

The PSD applies only to Payment Transactions to or from the payment account, that is, the account you use to make and receive payments. The payment account at Keytrade Bank is your current account. As a result, trading accounts, savings accounts and fixed-term deposits are not concerned.

Which transactions between the payment account (current account) and the other accounts (non-payment accounts like trading accounts and savings accounts) fall within the scope of the PSD?

Only Payment Transactions that concern the payment account – the current account – such as a transfer from the current account to the savings account (the PSD applies when debiting the current account but not when crediting the savings account).

Which transactions fall within the scope of the PSD?

he PSD only applies to Payment Transactions made in an EEA currency within the EEA, such as transfers, direct debits, card payments and cash deposits, though this excludes cheques and securities.

Which currencies fall within the scope of the PSD?

All EEA currencies, that is: EUR, BGN, CZK, DKK, EEK, HUF, LVL, PLN, RON, SEK, GBP, NOK, ISK, CHF and LTL.

Which countries fall within the scope of the PSD?

All EEA countries, that is: Austria, Belgium, Bulgaria, Czech Republic, Cyprus, Denmark, Estonia, Finland, France (French Guyana, Guadeloupe, Martinique, Réunion), Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal (Azores and Madeira), Romania, Slovenia, Slovakia, Spain (Canary Islands, Ceuta and Melilla), Sweden and the United Kingdom (Scotland, England, Wales, Northern Ireland and Gibraltar).

Who should I contact if I have a complaint about the implementation of the PSD by Keytrade Bank?

In accordance with the General Terms and Conditions of Keytrade Bank, you must first contact the Legal Department either by sending an e-mail to the address legal@keytradebank.com or by posting a letter to the Bank's Legal Department. If you are not satisfied by the Legal Department's response, you can also contact Belgium's General Directorate of Supervision and Mediation ("Direction Générale Contrôle et Médiation") within the Federal Public Service of the Economy, SMEs, Middle Classes and Energy ("Service public fédéral Économie, PME, Classes moyennes & Énergie") service. The correspondence address is "Direction Générale Control et Mediation, Services Centraux – Service public fédéral, WTC III, avenue Simon Bolivar 30, B-1000 Brussels", Tel: 32 (0) 22 77 54 84, Fax: 32 (0) 22 77 54 52, E-mail: eco.inspec.fo@economie.fgov.be.

How are fees charged for international payments in an EEA currency within the EEA?

Any transfer in EUR to a SEPA country (EU Member States, Iceland, Norway, Liechtenstein, Switzerland, Monaco, Mayotte and Saint-Pierre-et-Miquelon) is based on the SHARED COST principle.

Any transfer in an EEA currency apart from the euro to an EEA country (EU Member States, Iceland, Norway and Liechtenstein) can be made using the "SHARED COST" option, "OUR" (all expenses payable by the instructing party) or BEN (all costs attributable to the payee of the funds).

What information should be given on the transfers and direct debits?

As of 1 April 2010, transfers and direct debits will only be validly executed if the IBAN (International Bank Account Number) of the paying agent and payee, the BIC (Bank Identifier Code) of the payee's payment service provider for cross-border transfers and the amount of the payment, with the currency stated where applicable, are given. No other data (such as the name, address and so on) will any longer be taken into account when executing the transfer. As a result, please take special care to state the correct national bank account number of the payee.

What are the execution times for Payment Transactions in the EEA?

The money transfers between two Keytrade Bank clients will be carried out the same bank working day. The national money transfers will be carried out the bank working day following the day the money transfer has been received.

The cross-border money transfers within the EEA in euro (with no exchange) are executed in maximum three working days (four working days for written transfers).

As of 1 January 2012, electronic money transfers in euro within the EEA which do not include an exchange will be executed in one working day (D+1), or two working days for written transfers.

When is my account actually credited?

The customer's account is credited on the business day when the funds are placed at the disposal of Keytrade Bank.

What are the changes in payment execution periods fall outside the scope of the PSD?

From 1 April 2010 execution periods for payments falling outside the scope of the PSD, such as a payment to the United States in US dollars, will remain unchanged.

Which are the principal modifications of the general terms?

The main modifications of the general terms and conditions concern the payment transactions and payment instruments. These modifications come into effect as of 1st April 2010 and are described under the title “Payment services” (articles 40 to 49) of the General Terms and Conditions. These concern in particular:

- the notification of the modifications of the tariffs, interest rates or exchange rates for payment transactions (article 42);
- execution time and value date within more binding times (article 44);
- liability in case of non authorized payment transactions (article 46) or for non executed or incorrectly executed payment transactions (article 47)

Please consult our FAQ for more information about the PSD.

The general terms will come into effect as of 1st April 2010. If you do not agree with these general terms and conditions, you are free to put an end to your banking relation (free of charges). In the absence of your reaction before 1st April 2010, you will be supposed to accept the new general terms and other conditions relating to the payment services.

Please click here to consult our General Terms and Conditions 2010.

What is the CRS?

At the request of the G20, the Organisation for Economic Cooperation and Development (OECD) has established a common standard for the exchange of information in order to combat tax evasion and promote fiscal transparency.

This international standard for the automatic exchange of information (Common Reporting Standard, or CRS) asks signatory states which include Belgium to require their financial institutions (banks, insurance companies, investment funds, brokers, etc.) to do the following:

1) gather information relating to the account holders and financial beneficiaries of certain entities who are resident for tax purposes in a country other than that in which the financial institution is established, ;and

2) communicate this information to their local tax authorities. These authorities send this information to the tax authorities of the country in which the taxpayers are resident for tax purposes, which may then tax the income in accordance with the national tax legislation of the beneficiary's country of tax residence.

At the end of 2014, the European Union adopted a directive amending the Directive on Administrative Cooperation (DAC), in order to provide the CRS with a legal frame in European Union law. Implementing the CRS as part of the DAC requires that any information to be exchanged under the European directive on the taxation of savings income must be exchanged under the DAC. On 10 November 2015, the European Council repealed the directive on the taxation of savings income in order to create a harmonised structure for the automatic exchange of financial information to take place. This will avoid any additional legal or administrative uncertainties for companies and tax authorities when new rules on transparency are applied.

Belgium adopted the CRS by the law of 16 December 2015 which obliges Belgian financial institutions to report from 2017 certain financial information to the FPS Finance which will be transmitted by Belgium to the participating CRS jurisdictions.

Who is concerned by the CRS?

All Keytrade Bank clients (natural persons or entities) who are resident for tax purposes in another CRS-country than Belgium are concerned by the exchange of information. The exchange also concerns legal entities if they have beneficial owners who are resident for tax purposes in another CRS-country than Belgium.

Which items of information will be transmitted by Keytrade Bank to the FPS Finance and will be exchanged automatically?

For each reportable account, Keytrade Bank must provide the following data to the FPS Finance:

In the case of an individual who is an account holder:

- the name, address, jurisdiction(s) of residence, tax identification number(s) (TIN(s)), date and place of birth of each reportable person.

In the case of a legal entity that is an account holder and a reportable person:

- the name, address, jurisdiction(s) of residence and tax identification number(s) (TIN(s)) of that legal entity.

In the case of a legal entity who is an account holder and for whom it appears that one or more persons who are beneficial owners of the account are reportable persons:

- the name, address, jurisdiction(s) of residence and tax identification number(s) (TIN(s) of that legal entity, as well as

- the name, address, jurisdiction(s) of residence, tax identification number(s) (TIN(s)), date and place of birth of each reportable beneficial owner.

Other information (concerning individuals and legal entities) to be communicated relate to:

- account numbers,

- the balances or values of the accounts at 31 December,

- total gross income (eg interest and dividends received) paid or credited during the calendar year,

- the total gross proceeds from sales, redemptions and reimbursements of securities, in particular, paid or credited during the calendar year.

If the account has been closed during the course of the year to which the data exchange relates, Keytrade Bank must communicate the identification data of the client, the total gross income and proceeds. With regard to the assets, Keytrade Bank must report ?0.00? as the account balance and must specify that the reporting is related to a closed account.

How does this work?

A client's financial institution passes on information concerning them to its local tax authority, which then gives the information to the tax authority of the country in which the client is resident for tax purposes. This exchange of information takes place annually.

What is the Tax Identification Number (TIN)?

A Tax Identification Number (TIN) is an identifying number used for tax purposes. A TIN may be assigned by your tax administration.

Attention: not all countries issue a tax identification number. For further information per country on this number, please see the following links:

http://www.oecd.org/tax/automatic-exchange/crs-implementation-and-assistance/tax-identification-numbers     

https://ec.europa.eu/taxation_customs/tin/tinByCountry.html?locale=en

Alternatively, contact the tax authorities of the country in which you are a tax resident.

If you have not yet provided us with this number (when opening an account, for example), you will receive a request at some point during 2016-2017.

When will Belgium begin exchanging information?

Almost 50 countries, including the member states of the European Union, will collect financial information relating to the 2016 calendar year, exchanging this information from 2017. In 2018, other countries will begin to exchange information relating to the year 2017.

The royal decree of 14 June 2017, fixes the list of jurisdictions, other than the member states of the European Union, with which Belgium will exchange for the first time in 2017 and 2018:

http://www.ejustice.just.fgov.be/cgi/article_body.pl?language=fr&pub_date=2017-06-19&numac=2017012698&caller=summary

Which jurisdictions are participating in the automatic exchange of information as part of the Common Reporting Standard?

Some 100 jurisdictions have given their agreement on the principle of the CRS. For information to be exchanged, the country in which the client holds the account(s) and their country of residence must both be member states of the European Union or signatories to any multilateral or bilateral agreement that provides the basis for the automatic data exchange. The list of participating countries is available on the OECD website:

What does this mean for you?

CRS obliges Keytrade Bank to check whether its clients - account holders and beneficial owners of certain legal entities are a taxable person in another CRS country. Keytrade Bank can base itself on the information and documents provided to the bank by the client at the start or in the course of the banking relationship.

In addition, Keytrade Bank should contact her clients if:

- there are indicia that they have their tax domicile in another CRS country (tax resident of another CRS country, current correspondence or residential address in another CRS country, phone number(s) of another CRS country, proxy to a person with an address in another CRS country),

- they are legal entities who need to clarify their CRS status and / or identify their economic beneficiaries.

Clients-individuals will be asked to complete a self-certification form. We ask companies to update the company's data and their beneficial owners. This way we can check if you are taxable in another CRS country.

If you do not respond to our self-certification request, we will treat you as a tax resident of any CRS country for which an indication is found.

I am not a non-resident but still received a mail with a request for self-certification. Why?

There are several reasons possible. We are mentioning 3 of them:

1. Is your client file up-to-date? Did you inform Keytrade Bank about a home move and change of your tax situation? Please complete the form to update your details.

2. You are holder of several banking relationships. You are in particular holder/member of a joint account, an investment club or joint ownership. Keytrade Bank does not have an e-mailaddress of all holders/members. You received a request for self-certification because at least one of the holders/members is possible a non-resident. Please forward the e-mail to the holder/member concerned with the request to provide Keytrade Bank the self-certification.

3. You gave a power of attorney to a person with an address in another country then Belgium. CRS requires banks to control if the holder of an account with power of attorney to a non-resident is the beneficial owner of the assets on the account. The account holder must complete the self-certification to confirm that he is the beneficial owner of the account and not the person with the power of attorney.

Which accounts are opened for me when I become client of Keytrade Bank?

Keytrade Bank automatically opens 3 free on-line accounts:

• a current account;
• a savings account;
• a trading account.

Do I need to make a minimum deposit when opening an account?

No minimum deposit is required when you open an account. You are free to decide how much you wish to deposit on your current, savings and/or trading account.

How do I become a proxy on an account?

You may become the proxy of the accounts if the account holder or co-signatory of the accounts has filled in and signed the document power of attorney and handed it in to us along with a copy of your identity card.

How do I change my personal details or settings?

If your personal situation changes (new address, marriage, death, ?) you need to inform us as soon as possible using the relevant document, which you can find in the Document Centre.

This allows you to subscribe to newsletters, change the language, change your e-mail address, ...

You may make such changes on-line on our secure web site in the main menu by clicking on 'Preferences'.

What is the minimum configuration required for my PC?

Keytrade Bank only supports recent browsers enabling JavaScript and operation systems actively managed by software suppliers. We cannot guarantee a correct functioning, nor an optimal security when you use outdated or not maintained software versions.

If you use a version of Internet Explorer 8that is not the latest version, it's possible that you will have some problems. In that case, we advise you to install a more recent browser on your computer.

Can I work on several PCs?

One of the main advantages of Keytrade Bank is that you do not need to install any specific software on your computer or laptop. You can therefore manage your accounts and enter orders using your passwords no matter where you are in the world.

I cannot go through the questions?

If you cannot go through the questions, it is because you do not have Quick Time Player.
Click on the following link to download the program for free : http://www.apple.com/quicktime/download/

Why can't I open the documents on the site?

The documents you'll find on our site are all in PDF-format.
If you wish to open them you need a program that can read PDF-format, for example Adobe Acrobat Reader.
If you cannot open the documents, you probably do not have Adobe Acrobat Reader or do not have the correct version of this program.

Click here to download this program for free.

How well is Keytrade Bank protected?

1. At the computer level:
   An Internet bank such as Keytrade Bank is duty bound to have back-up IT systems in order to avoid any interruptions of services arising from technical problems. With this in mind, the company has four E3 Internet lines at 34 Mbps each, with two separate ISPs, each of whom use a different telecommunications supplier. These Internet lines are connected to routers, which are also backed-up. Several levels of firewalls, all of them with a back-up, guarantee the security of the Keytrade Bank networks. The Internet application servers, also known as web servers, have not one but six back-ups. The database servers that they are connected to are distributed in duplicated clusters, which means that if any problems arise in one or more database servers, customers will remain unaffected and the ease of use of the Keytrade Bank services will remain the same. This is also the case for back-office management servers, bank accounting servers and National Bank report servers.
   
   A secure channel between your browser and our server gives you access to our network. All confidential information is encoded and, subsequently, cannot be read by third parties. Keytrade Bank uses a 128-bit encryption key to send data between the browser of the client and its web servers. Data encrypted using a 128-bit key is 309,485,009,821,345,068,724,781,056 times more difficult to crack than, for example, a 40-bit key.
   
   Your Keytrade Bank account is blocked as soon as the wrong confirmation code is entered at the third attempt.
   
   In addition, intrusion detection systems and encryption systems meet the highest standards on the market, thereby guaranteeing optimum confidentiality for our clients, and total security against hackers. All data and documents are backed up on magnetic tapes and also saved onto CD/DVD to guarantee their enduring safety. These are stored in secure areas outside Keytrade Bank.
   
   Finally, Keytrade Bank has its Internet systems audited once a year over a twelve-hour period by Netcraft Security, one of the world leaders in Internet security. Keytrade Bank is the only Belgian bank to offer clients such a guarantee of Internet security.
   
   
2. At the administrative level:
   Your personal information (surname, first name, ...) is not to be found on any single computer of Keytrade Bank, which is accessible via the Internet. Only your logon or account number identifies you at Keytrade Bank.
   
   Your passwords are mailed to you after you have opened an account. These are never communicated via the telephone.
   
   
3. Guarantee:
   In addition, you are also protected under the deposit guarantee system for up to 100,000 EUR as prescribed by French legislation and applicable to every bank falling under French law.

How do I choose a good password?

Passwords are used to protect your accounts and possessions. Therefore, choose a combination of letters and numbers.

The seven golden rules for a good password are given here below:

1. A password is a minimum of 4 and a maximum 255 characters long.
2. The password must contain a mixture of letters and numbers or other characters (min. 1 of each).
3. Your access password and confirmation code should be different.
4. The same character may not be used 3 consecutive times.
5. The password must not have a logical sequence of more than 6 characters. E.g. sequential keys on the keyboard (azertyuiop) or sequential numbers (2345678).
6. Your password is personal and must not be given to anyone or written down anywhere.
7. Never use a simple combination (birth date, wedding anniversary,...)

How often may I change my password?

You may change your password as often as you wish. This is also recommended to ensure your optimal security.

You may change your password in the main menu on our secure web site by clicking on "Your Preferences".

You then have the option of changing your access password, confirmation code and the telephone password.

How to register a complaint with Keytrade Bank?

If you have a suggestion, please contact our Helpdesk on + 32 2 679 90 00 or by email info@keytradebank.com

If you have a complaint, please contact our Legal Department:

Keytrade Bank

Legal Department

Vorstlaan-Boulevard de Souverain 100

B-1170 Brussels

Tel: +32 2 679 90 00

Fax: +32 2 679 90 01

legal@keytradebank.be

Please read Article 15 of our Terms and Conditions to learn more about filing an official complaint.

If  the complaint is not handled to your full satisfaction, you may submit it to the Mediation Service Banks Credit Investments:
 
Mediation Service Banks Credit Investments
North Gate II, Boulevard du Roi Albert II, n°8, bte. 2
1000 Bruxelles
Tel : 02/545 77 70
Fax : 02/545 77 79
http://www.ombudsfin.be
ombudsman@ombudsfin.be

I am an heir of a customer/the spouse of a customer of Keytrade Bank, what action do I need to take?

Heirs must send the following to Keytrade Bank:

This documentation and information can be sent by post or fax, or scanned and sent by e-mail to notary@keytradebank.com.

Are the accounts blocked? If so, which ones are blocked?

As soon as Keytrade Bank is informed of the death of a customer or the spouse of a customer, all of the accounts held in the name of the deceased and/or their spouse are temporarily blocked. This is necessary in order to safeguard the rights of heirs and of the tax administration.

Which accounts specifically will be blocked? All accounts: current accounts, savings accounts, securities accounts and Keyplan accounts, as well as all cards (debit and credit) belonging to:

If the deceased was an authorized representative for one or more Keytrade accounts, these accounts will not be blocked.

What are the consequences of an account being blocked?

Spouses married under the matrimonial regime of separation of property:

It is possible to unblock accounts held solely in the name of the surviving spouse if it can be proven that they were married to the deceased under the matrimonial regime of strict separation of property.

In order to have the block on accounts held in their own name lifted, the surviving spouse must send us confirmation from a notary that they and the deceased were married under the matrimonial regime of separation of property AND that this regime was not changed.

This means that a marriage certificate is not sufficient, because the matrimonial regime may have been changed in the meantime.

What steps will Keytrade Bank take once it has been notified of the death of a customer?

3° What steps will Keytrade Bank take once it has been notified of the death of a customer?
When a customer and/or their spouse residing in Belgium and/or holding Belgian nationality (regardless of their place of residence) dies, banks are obliged to establish a list of all sums and assets it holds on behalf of the deceased and/or their spouse in accordance with the Inheritance Tax Code.
They must send this list to the Registration Office (Administration de l'Enregistrement) before restoring these assets to the heirs.

A copy of this taxation list will be sent to the notary or the person responsible for managing the inheritance.

What fees will be charged?

Keytrade Bank charges the fees specified for 'Certification and declaration of inheritance'.

They will automatically be debited from the account of the deceased or their spouse after the bank is notified of their death. These handling fees are charged to cover the following services:

- drawing up of the taxation list;

- ensuring that the inheritance release procedure is conducted correctly.

Are there certain payments I can make?

In order to access the accounts whilst waiting for the inheritance procedure to be completed, the surviving spouse is entitled to a reserve called the 'surviving spouse reserve'.

To use this reserve, all they have to do is submit a written and signed request along with a copy of their identity card by post or e-mail.

What is the maximum permitted amount? The amount requested may not exceed half of the assets available in the account, up to a maximum of EUR 5,000. 

 If this ceiling is exceeded, the surviving spouse is no longer entitled to the amount withdrawn above the maximum limit. This means they will have to pay this amount back to the other heirs. In addition, the survivor is no longer able to waive the estate or to accept it under benefit of inventory. They

automatically become a full heir, and run the risk of inheriting the debts of their partner. 

Please note that the sum of EUR 5,000 may be requested from several different banks, but the total of the requested amounts may not exceed EUR 5,000 (or half of all credit balances).

It is therefore the surviving spouse who is responsible for observing this limit.

How am I to pay my bills whilst the account is blocked?

Heirs can send us the following bills so that Keytrade Bank can proceed to pay them using the account(s) of the deceased and/or their spouse:

- funeral costs;

- the final medical costs of the deceased;

- costs linked to the final place of residence of the deceased, in particular:

• the costs of the care home where the deceased resided;

• mortgage payments linked to the final residence of the deceased;

• water, gas, electricity, fuel and fire insurance;

• all bills due between three months before and six months after the death of the customer may be considered.

*If the bill is sent by an heir:

- The bill must be signed by at least one heir, and clearly accompanied by their first name and surname, as well as a copy of their identity card.

- For bills concerning the payment of inheritance tax, notary or lawyer's fees, critical expenses and securities transactions, ALL heirs must sign the bill in question and submit a copy of their identity card.

*If the bill is sent by a notary: the heir's signature is not required.

How do I release blocked assets?

Once Keytrade Bank has received the inheritance deed or certificate, it will get in touch with the heirs requesting them to indicate, in the form of a letter signed by all heirs, where the inheritance assets held by our bank are to be sent.

For the purposes of verification of the signatures, each heir must also submit a copy of their identity card.

To summarise, Keytrade Bank must receive the following documents:

When the accounts are released, what kinds of instructions can heirs give us?

- Release of the account held in the name of the surviving spouse
- Transfer of the funds to another account (with Keytrade Bank or another bank)
- Transfer of the securities to another account (with Keytrade Bank or another bank) - Please consult our document " Tariffs"
- Sale of the securities and transfer of the proceeds to another account (with Keytrade Bank or another bank) - Please consult our document " Tariffs"
- Conversion of any foreign currency assets and transfer to another account (with Keytrade Bank or another bank)

Please always specify:

If the heirs wish to open a new account with Keytrade Bank, we kindly request signed instructions requesting the opening of an account.

Bare ownership and usufruct accounts cannot be opened with Keytrade Bank. We only open full ownership accounts.

The signed instructions and identity card copy/copies can be sent by post or scanned and sent by e-mail.

At Keytrade Bank, it is not possible to remove joint account holders from accounts. Any joint account held with the deceased will therefore have to be closed.

If some of the heirs reside outside of the European Economic Area, Keytrade Bank can only release the assets with the authorisation of the collector of registry fees who is responsible for managing the inheritance.

Inheritance in the case of minors

If some of the heirs are minors, there are two possibilities:

The deceased had a KEYPLAN. What happens now?

The KEYPLAN will be declared just like the other accounts, and will form part of the inheritance assets.

Payments into the KEYPLAN will be stopped when the deceased's accounts are blocked.

The heirs will not be able to keep the KEYPLAN. It will not be possible to transfer it to another account.

The funds available in the KEYPLAN will be transferred to the securities account of the deceased free of charge (if the KEYPLAN is more than five years old) or at a cost of EUR 9.95 per line (if the KEYPLAN is less than five years old).

Once the funds have been transferred to the securities account, the heirs will be able to decide to either sell the securities or to transfer them to another account.

What address should I use when sending inheritance documents?

The contact address for sending documents or for any questions related to inheritance is: notary@keytradebank.com.

Qu'est-ce que KEYPRIVATE?

KEYPRIVATE est un service  qui vous permet de déléguer la gestion de votre portefeuille à Keytrade Bank. Cela signifie concrètement que Keytrade Bank se charge de la gestion complète de vos investissements pour vous : Keytrade Bank achète, vend et optimise le portefeuille à votre place.

La gestion du portefeuille s'appuie sur la Modern Portfolio Theory  et maximise le rendement potentiel en fonction de votre profil de risque et en se diversifiant dans 13 classes d'actifs différents.

La gestion est entre les mains de spécialistes composant le Comité d'Investissement et tenant compte des analyses de BlackRock, Amundi et ETF Securities. Un Comité Académique de renom accompagne et conseille aussi Keytrade Bank.

Combien coûte KEYPRIVATE ?

KEYPRIVATE a un tarif all-in de 0,75% par an (hors TVA). Vous ne payerez donc pas de frais de garde, ni de frais de sortie, etc.

En tant qu'établissement bancaire, Keytrade Bank est légalement obligé de comptabiliser les taxes séparément. Cela signifie que vous devez payer la taxe sur chaque transaction d'achat ou de vente que KEYPRIVATE effectue en votre nom.

Comment dois-je faire pour ouvrir un KEYPRIVATE ?

Ouvrir un KEYPRIVATE se fait en 4 grandes étapes :

1.    La simulation : Simulez le rendement potentiel pour votre niveau de risque.

2.    Le test de pertinence : Ce questionnaire vise à connaître votre objectif, vos connaissances financières, votre profil de risque et votre situation personnelle. Vos réponses nous permettent de vous composer un portefeuille sur mesure. Pour remplir ce test, veillez à avoir à portée de main votre fiche de salaire la plus récente ou votre dernier avertissement-extrait de rôle.

3.    La signature en ligne du mandat de gestion de portefeuille : Vous confirmez l'ouverture de votre compte KEYPRIVATE et vous signer le mandat de gestion de portefeuille par voie électronique

4.    La mise à disposition de votre capital : Après avoir signé, vous devez approvisionner votre compte à vue chez Keytrade Bank avec le montant que vous avez choisi pour votre capital de départ.

Est-ce que je peux ouvrir un KEYPRIVATE avec mon compte joint et comment dois-je procéder ?

Tout à fait ! KEYPRIVATE peut être ouvert via votre compte joint, les deux titulaires du compte sont alors co-titulaires du compte KEYPRIVATE. Un mandataire ne peut pas ouvrir un KEYPRIVATE.

L?ouverture via un compte joint suit les 4 mêmes étapes que pour un compte individuel : simulation, test de pertinence, la signature et mise à disposition de votre capital.

Le test de pertinence n?est complété que par l?un des titulaires mais les questions du test doivent être répondues dans le chef des deux titulaires. Notez bien que la partie relative à la connaissance, l?expérience et au risque doit être répondue en tenant compte de la personne ayant le moins de connaissances et d'expérience.

Il faudra que le questionnaire soit validé par les deux titulaires du compte. Il est donc important d?avoir les identifiants de chacun pour pouvoir finaliser votre demande.

Comment puis-je mettre de l'argent sur mon compte KEYPRIVATE ?

Votre portefeuille KEYPRIVATE est financé à partir de votre compte courant Keytrade Bank.
Le montant initial et les (éventuels) versements périodiques doivent être transférés sur ce compte.

Dans votre tableau de bord KEYPRIVATE, il y a une option qui vous permet de mettre de l'argent supplémentaire directement sur ce compte.

Qu'en est-il au niveau fiscal et des impôts?

En tant que banque, nous sommes légalement obligés de mettre en compte les taxes séparément. Cela signifie que pour chaque achat ou vente que KEYPRIVATE effectue pour vous et à votre nom, vous êtes obligé de payer des taxes sur cette transaction.

Cette taxe est une combinaison d?une taxe sur les transactions boursières ( TOB ) qui est appliqué par la banque lors de l'achat et la vente de trackers en portefeuille (actuellement 0,12% pour les trackers d'actions et les trackers obligataires sur le montant de la transaction pour un maximum de 1 300 EUR et 0,35% pour les trackers sur matières premières sur le montant de la transaction pour un maximum de 1 600 EUR ) et un précompte mobilier de 30% sur le gain en capital réalisé sur la vente de trackers obligataires.

Ces taxes sont applicables pour les clients dits particuliers et résidant en Belgique. Ces taxes et le traitement fiscal des trackers spécifiques peuvent changer à tout moment. Nous vous tiendrons bien entendu au courant de tout changement.

Quel est le montant minimum d'investissement ?

Pour rendre notre portefeuille aussi accessible que possible, le montant d'investissement minimum est fixé à 15 000 EUR. Nous avons décidé de ne pas aller sous ce montant de départ afin d?assurer que nous ayons suffisamment d'actifs par tracker et donc de pouvoir efficacement organiser les liquidités à investir.

Est-ce que je peux ajuster mon profil de risque sans arrêter mon KEYPRIVATE ?

Il est possible d?adapter votre profil de risque sans devoir clôturer votre KEYPRIVATE. Pour que votre demande soit prise en compte, il faut que le nouveau profil demandé corresponde à un profil de risque inférieur ou équivalent au profil de risque maximum qui aura été défini lors de votre test de pertinence.
En cas d'adaptation sur base de ce qui précède, la Banque présume que cela implique une modification de vos objectifs d'investissement, en ce compris votre tolérance au risque.

Nous attirons votre attention sur le fait que les objectifs d'investissement liés à un profil de risque sont également liés à un horizon de temps et que la modification du profil de risque en cours de contrat peut affecter négativement la performance du portefeuille, ce dont la Banque ne peut être tenue pour responsable.
Vous ne pouvez pas effectuer ce changement en ligne. Votre demande doit se faire par un écrit daté et signé que vous devez envoyer à l'adresse suivante : Keyprivate@keytradebank.be
Le mandat de gestion de portefeuille, qui reprends votre profil de risque, devra lui aussi, être adapté et signé.

La modification de votre profil se fera lors du rééquilibrage de votre compte (1 fois par mois). La modification du profil engendra des achats en des ventes pour lesquelles vous ne payerez pas de frais mais pour lesquelles les taxes seront dues (TOB et taxe sur la plus-value des Trackers obligatiares)

A quel rythme mon portefeuille est-il réalloué?

La réallocation réduit le risque dans le temps et peut même augmenter les rendements dans un marché volatil. KEYPRIVATE analyse votre portefeuille au minimum une fois par mois.Nous comparons le risque et le rendement attendu de votre portefeuille avec le portefeuille idéal selon votre profil de risque. Si un seuil de risque ou de performance particulière est dépassée, nous effectuons une réallocation.Lorsque vous déposez un montant supplémentaire, nous allons utiliser cet argent pour acheter les trackers qui sont à ce moment sous représenté par rapport à votre portefeuille idéal. Par conséquent, vous allez dépenser moins (ou même rien, si les entrées sont suffisantes) pour réorganiser les ventes.

Pourquoi une réallocation de mon portefeuille est-elle nécessaire ?

Les classes d'actifs qui composent votre portefeuille réagissent différemment sur le marché, les valeurs des trackers augmentent et diminuent constamment. Il est possible donc que votre portefeuille diverge du portefeuille idéal pour votre profil de risque. Le portefeuille doit donc être réalloué. La différence entre le dosage idéal et le dosage réel dans votre portefeuille est appelé - drift - (la dérive).

Est-ce que je peux avoir plusieurs profils KEYPRIVATE simultanément ?

Oui, vous pouvez ouvrir plusieurs comptes KEYPRIVATE avec des profils de risque différents pour autant qu'ils correspondent à un profil de risque inférieur ou équivalent au profil maximum qui aura été défini lors de votre test de pertinence.

Comment puis-je arrêter le service et quels sont les frais de sortie ?

Pour arrêter KEYPRIVATE vous devez soumettre une demande écrite via le document PDF 'Clôture de compte'.

Vous devez envoyer ce document à Keytrade Bank.

Il n'y a pas de frais de sortie pour KEYPRIVATE. Si vous voulez arrêter le service, nous commençons directement la procédure de clôture. Cela signifie que nous vendons tous les actifs de votre compte KEYPRIVATE. Pendant cette période, vous ne pourrez qu?accéder au compte : vous ne pourrez plus utiliser les paramètres du portefeuille, à savoir par exemple la durée ou l'investissement mensuel.

Une fois que les actifs sont vendus, le tarif mensuel est appliqué au prorata. Une fois que la commission est prélevée, le solde restant du compte KEYPRIVATE sera transféré sur votre compte-titres.

Tout ce processus peut prendre jusqu'à cinq jours car cela est en fonction du moment de la vente des trackers et le temps requis pour compléter les transactions et le traitement des dossiers restants.

What is a KEYPLAN?

A KEYPLAN is an investment plan that allows you to invest, without fees, a periodic fixed amount in a portfolio of funds chosen from a list of 40 carefully selected funds. This way, you benefit from an optimal diversification of your investments as from 25 EUR per deposit!

Who can open a KEYPLAN?

Any customer can subscribe a KEYPLAN for free at Keytrade Bank.

How to create a KEYPLAN?

If you are not yet a customer at Keytrade Bank, you can open your account now and determine yourself the parameters of your KEYPLAN. Select your funds, choose the amount and the periods of payments, and profit from this new periodic and diversified investment. If you are already a customer at Keytrade Bank, please go to our secure site and click on Trading> KEYPLAN.

What are the costs?

There are no fees or costs, neither entrance fees or fees/expenses related to the periodic payments, nor custodian fees (no custodian fees for private clients, custodian fees for legal entities: consult our fees) , nor expenses if you hold your KEYPLAN during 5 years.

If you stop your KEYPLAN before the end of the fifth year, the funds will be transferred to your Keytrade Bank trading account and you will have to pay the applicable fee for the purchase of a fund (this fee is EUR 9.95) per transferred line. So if you have a plan of 10 different funds you have to pay 10 times EUR 9.95.

What's the minimum amount to invest?

You can invest as from 25 EUR on per period (per month, per quarter, per six-month or per annum). There is no maximum amount.

Is it possible to take out money of the KEYPLAN at any moment?

A KEYPLAN is an investment plan for the long term. We do not recommend using the KEYPLAN for a short-term period investment.

However, it is completely possible to have your savings at any time by transferring these funds on to your trading account. From your trading account you can easily sell your funds.

How can you stop your KEYPLAN?

You can stop your KEYPLAN at any time just by sending us this document Close KEYPLAN filled in and signed by mail to Keytrade Bank, Vorstlaan 100, 1170 Brussels, or email a scan or photo to accountclosure@keytradebank.com

We will then sell your funds and transfer the proceeds, minus any applicable charges and taxes, to your trading account. If this occurs before the end of the fifth contract year, you will pay EUR 9.95 for the sale of each fund in your plan.

Is it possible to suspend the KEYPLAN?

Yes, there is a possibility to suspend your KEYPLAN just by stopping the payments during a certain time. With this intention, it is enough to put your KEYPLAN on ?hold?.

Is there a possibility to choose yourself the date of placement?

No, the periodic purchase of the funds is automatically done at the fifth day of each month.

Every deposit on the account of the Keyplan done at the latest on the fourth day of the month will be invested as of the fifth day of the month. The only condition is that the Keyplan must be active. This means that you didn't interrupt your Keyplan.

Is it possible to have a KEYPLAN in another currency?

No, at this moment, Keytrade bank only proposes a KEYPLAN in Euro

How have the 40 suggested funds been selected?

At the time of the constitution of your KEYPLAN, you have the choice among 40 investment funds carefully chosen by Keytrade Bank according to the following criteria: the performance, the risk, the diversification and the quality of the Fund Manager.

What is the advantage of a KEYPLAN compared to a traditional saving?

Many studies showed that in the long run, to invest in funds in a regular and periodic way, will generate a higher return than traditional savings. The KEYPLAN is also based on a selection of funds of a good quality coming from several different providers. A KEYPLAN is a unique instrument to save in funds, providing an optimal diversification with very small capital requirements. Each decision concerning the KEYPLAN will be taken by you and will never be considered as a result of an investment advice or recommendation.

Is it possible to open several KEYPLANs?

Yes, you can subscribe as many KEYPLANs as you wish.

Can I open a KEYPLAN for my child/children?

Yes, it is completely possible to create a KEYPLAN for your child. To do so, it is necessary to open first an account in the name of the child of which you are the legal representative and then to open a KEYPLAN on his/her name by indicating its current account as account to debit.

What will happen with the money on my KEYPLAN account?

If there is money on your KEYPLAN account (after a payment of a dividend) automatically it will be invested during the next update in your KEYPLAN.

At which NAV will I invest in my KEYPLAN?

A KEYPLAN is composed of several individual funds. Each fund has its own rules of subscription. The purchase via a KEYPLAN will be done according to the rules of each fund. This means that several days can pass between the purchase of the first and last fund. If you want to know more about the rules relating to our funds, please consult FAQs on funds.

Which are the rules of taxation applied to my KEYPLAN?

There is no additional taxation applicable to the KEYPLAN. The KEYPLAN is not a deductible fiscal savings plan. Please consult the FAQ of our funds to know more about the fiscality of funds.

For the underlying funds of the KEYPLAN, the normal fiscal rules concerning stock exchange tax, capital gains tax and withholding tax are applicable.

• Withholding tax on dividends of distribution shares: 30%
• Stock exchange tax at redemption of accumulation shares of a SICAV/BEVEK: 1,32%, max. 4.000 EUR
• Capital gains tax at redemption of accumulation shares of funds that contain more than 10% fixed income products: 30% on the surplus value of the fixed income part

How can I deposit money on my KEYPLAN account?

Depositing money on your KEY¨LAN is done automatically by the debit of the Keytrade Bank current account, which you have indicated when you created your plan. According to the chosen periodicity, the money deposits are treated automatically during the first five days of the month, quarter, half-year or year. You can do additional transfers by clicking on the menu Banking > Money transfer > Internal transfer. Or you can do this directly from your KEYPLAN account by clicking on “Transfer money”.

What does occur when the balance of my bank account is not sufficient to ensure the periodic deposit on my KEYPLAN?

At that time, the buying order for your funds could not be done and your KEYPLAN will be suspended until there’s again enough money on your account.

Is there a minimum or maximum number of funds in which I need to invest to compose my KEYPLAN?

No, there is not a minimum or maximum number of funds in which you necessary need to invest.

When will my KEYPLAN be activated?

Your KEYPLAN is activated during the first five days of the month that follows on the month of the creation of your plan. If you started with an initial deposit, this amount will be transferred the beginning of next month to your KEYPLAN account. However, this amount will only be invested in the month following the creation of your Plan. You will then see this amount appearing in the current value of your KEYPLAN.

When will the transfers be executed?

The initial transfer has as memo date the first day of the month. The periodic transfers will be executed from the first to the fifth day of the month.

Can I change the composition, the amount of the payments and the periodicity of my KEYPLAN?

Yes, you can constantly change all the parameters of your KEYPLAN. These modifications will come into effect at the next update. These modifications will affect the composition of your plan.

How are the pre-established portfolio-types composed ?

You can choose your KEYPLAN by indicating the percentage you want to invest in the different funds* of your choice (the total amount may not exceed 100%), or you choose one of the pre-established portfolios: Cautious, Balanced, Audacious. These portfolio-types are composed in order to reflect the risk the investor finds acceptable (the risk being determined as the fraction ? calculated with a small margin of error ?that the investor is willing to lose after a period of one year), going from Cautious (low risk) to Audacious? (high risk).

* Fund means "Undertaking for collective Investment". Undertaking for collective Investment is a general term used for different undertakings collecting money from the public and whose activity consists in managing an investment portfolio. The fund notion contains as well collective investment schemes in the form of an investment company (such as the Sicav or Sicafi) as the contractual funds (such as the Mutual Fund).

Where can I find the Knowledge and experience test?

You can find the Knowledge and experience test, once you are logged as a client, under Preferences.
On this page, under the heading 'Personal preferences' you can fill in the knowledge and experience test.
You need to fill in this test before you can start investing.

What is a KEYPLAN with third-party beneficiary?

A KEYPLAN with a third-party beneficiary is a KEYPLAN you can create on your own account but with another person as beneficiary.

A KEYPLAN with a third-party beneficiary is only possible for a KEYPLAN opened by the adult account holder of an individual account. It is not possible to add a beneficiary to a KEYPLAN of a joint account.

You only need to create a KEYPLAN, click on change your KEYPLAN and give us the name of the person, the birthday and the transfer date. The beneficiary should be at least 18 at the transfer date.

You will stay in control of the KEYPLAN and you can always change all parameters until a month before the transfer date.

Regulations for KEYPLAN with designated beneficiary.