http___www.telenorbanka.rs_sr_stanovnistvo_podrska_sluzba-za-prigovore__1.xml
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Complaint can be sent in the following ways: - Through the inbox in internet and mobile application by using the option “New message” and choosing “complaint” type of message - Via email: prigovori.banka@telenor.rs - At the following address: Youth Brigade 90v, 11070 Novi Beograd At the client's request, the bank will issue a confirmation of the complaint, which will contain: the place and time of receipt, and the name of the employee in the bank that received the complaint. - The Bank has the obligation to send the client a written response within 15 days as of the date of receiving the complaint, at the latest. If, for reasons beyond its control, the Bank is unable to send the response within 15 days, that period can be extended for 15 additional days, at maximum, whereon the Bank will inform the client. - If the Bank assesses that the complaint is grounded, it will also inform the client whether the reasons for filing the complaint have been eliminated, or on the deadlines and plans for resolving them. If the Bank assesses that the complaint is unjustified, it will inform the client accordingly, with an adequate explanation. - If a client is dissatisfied with the Bank's response, he is entitled to file a complaint to the National Bank of Serbia. This complaint should be filed to the NBS Centre for Client Protection to the following e-mail: zastita.korisnika@nbs.rs. or by post to the address Nemanjina 17, 11000 Belgrade. The bank is not obliged to respond on complaints addressed verbally.
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Korisnik Telenor banke, fizičko ili pravno lice, može da podnese prigovor na rad banke u pisanoj formi na sledeće načine: - Kroz internet i mobilnu aplikaciju koristeći opciju: Inboks/Nova poruka/Prigovor - imejlom na adresu prigovori.banka@telenor.rs - poštom na adresu Omladinskih brigada 90v, 11070 Beograd - u poslovnim prostorijama banke Na zahtev korisnika, banka će izdati potvrdu o prijemu prigovora koja će sadržati: mesto i vreme prijema, i ime zaposlenog u banci koje je taj prigovor primio. - Banka je dužna da korisniku dostavi pismeni odgovor najkasnije u roku od 15 dana od dana prijema prigovora. Ukoliko banka iz razloga koji ne zavise od nje, nije u mogućnosti da dostavi odgovor u u roku od 15 dana, taj rok se može produžiti za najviše dodatnih 15 dana, o čemu će banka obavestiti korisnika. - Ukoliko banka oceni da je prigovor osnovan, obavestiće korisnika i o tome da li su otklonjeni razlozi zbog kojih je prigovor uložen, ili o roku i planovima za njihovo rešavanje. Ukoliko banka oceni da je prigovor neosnovan, obavestiće korisnika uz adekvatno obrazloženje. - Ukoliko je nezadovoljan odgovorom banke, korisnik ima pravo da podnese pritužbu Narodnoj banci Srbije. Pritužba se podnosi Centru za zaštitu korisnika NBS na imejl adresu zastita.korisnika@nbs.rs ili poštom na adresu Nemanjina 17, 11000 Beograd. Na prigovore upućene usmenim putem, banka nije u obavezi da odgovori.