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Covid 19 faq 1st set (2)
- 1. Version 1.0 03.04.2020 1.Has the Bank announced a COVID 19 RELIEF PACKAGE for Term Loans/CC/OD customers? A: Yes, the bank has announced a COVID 19 RELIEF PACKAGE for Term Loans/CC/OD customers 2. Where can the customer see the policy detail or FAQs for the COVID 19 RELIEF PACKAGE? A: The FAQs are hosted in the below mentioned link on YES BANK website. Customers can visit the said link and refer the FAQs. FAQ Link >> https://www.yesbank.in/covid19-relief-package 3. How can the customer OPT IN for the COVID 19 RELIEF PACKAGE? A: Customers will be receiving a SMS from the Bank’s side wherein they can click on the OPT IN link. Post validation, the customer’s request to OPT IN will get registered with the Bank. 4. What is the step by step process for OPT IN through the SMS mode? A: Please refer the attached PDF <<All Assets SMS opt-in>> for the step by step process with screen shots. 5. Customer has not received the SMS from the Bank, what to do? A: Customer will be getting the SMS again from the Bank at pre-defined frequency. Also additional Bank channels will be opened up shortly through which the customer will be able to OPT IN. 6. Will there be any other Bank channel through which the customer can OPT IN? A: Yes, there will be multiple channels through which the customer can place his request for OPT IN. Communication will be sent on the same suitably. 7. If the customer has multiple loans, can he OPT IN for COVID 19 RELIEF PACKAGE at a loan level? A: Presently NO in the SMS process. The single OPT IN confirmation will be considered for all loans mapped to the registered mobile number. 8. If customer has multiple loans linked to multiple mobile numbers, does he need to OPT IN on all the mobile numbers? A: Customer will get SMS on all their mobile numbers which are mapped to their loan accounts. Customer needs to OPT IN from all his mobile numbers. 9. Till what date the customer can OPT IN to avail the Bank’s COVID 19 RELIEF PACKAGE? A: Customers can OPT IN for availing the Bank’s COVID 19 RELIEF PACKAGE till 15th April 2020. COVID 19 RELIEF PACKAGE Sales Team FAQ
- 2. Version 1.0 03.04.2020 10.What will happen if customer do not respond by 15th April 2020. Will the COVID 19 RELIEF PACKAGE be given? A: No, the last day for opting in is 15th April 2020. If the customer does not opt in, it will be by default considered that the customer is not willing to avail of the relief package. 11. Does the customer need to submit any document for availing of the COVID 19 RELIEF PACKAGE? A: No documents are needed to be submitted 12. Is it ok if I continue paying the EMIs rather than availing of the relief package? If I have sufficient balance in my account and instalment of my loan(s) is due, will the Bank debit the EMI during this period? A: OPTING IN for the relief package is a choice of the customer, customer can continue to pay EMI if he does not want to opt in. April EMI for such customers will be processed post 15th April 2020 on a date which will be communicated to the customer. Subsequent EMIs will be processed as per regular cycle dates from May 2020 onwards. 13. Can I OPT IN for EMI due in April and then pay EMI due in May? A: No, the OPT IN will be considered for all unpaid dues till 31st May 2020 14. If the March EMI for customer is paid, can he get a refund? A: No, the COVID 19 RELIEF PACKAGE covers all unpaid principal and interest dues for the month of March, 2020 and all principal and interest amounts falling due in the months of April and May, 2020. 15. Can customer Opt out after 15th April 2020? A: No, customer cannot OPT OUT after 15th April 2020 if he has already opted in. *For internal circulation only*