AND CLAIMS. In accordance with the provisions of the Law for the Transparency and Regulation of Financial Services, when the “CLIENT” does not agree with any of the movements that appear in the respective account statement or of the products or services derived from this Agreement that are reflected in the account statement or in the vouchers of the TRANSACTIONS issued by "INTERCAM BANCO", including any operation, agreement, contract, modification or legal instrument of any nature, agreed or provided in the Electronic Banking service through the Electronic Means, the “CLIENT” may file a claim or claim for clarification of any of the movements that appear in the respective account statement or of the products or services derived from this Agreement, including any operation, agreement, contract, modification or legal instrument of any nature, agreed or provided in the Electronic Banking service through the Electronic Means may submit a request for clarification within a period of 90 (ninety) calendar days from the cut-off date of the account statement, or if applicable, from the performance of the operation or service. The request may be submitted to the branch where your "Accounts" are located or to the specialized unit for attention to queries and complaints from customers and users of "INTERCAM BANCO" (the "Specialized Unit"), in writing, which "INTERCAM BANCO" must acknowledge receipt or by e-mail or any other means by which its receipt can be reliably verified. For the purposes of this Agreement, the Specialized Unit shall have the purpose of attending to any inquiry, complaint or claim from the clients and users of "INTERCAM BANCO", whose data are set forth in the General Cover Page of this Agreement. In the case of amounts payable by the “CLIENT” that have been disposed of by any of the means of disposition mentioned in this Agreement, the “CLIENT” shall have the right not to make the payment whose clarification is requested, as well as any other amount related to such payment, until the clarification is resolved in accordance with the process stipulated in this clause. Once the request for clarification is received, "INTERCAM BANCO" will have a maximum term of 45 (forty-five) calendar days to deliver to the “CLIENT” the corresponding opinion, attaching a simple copy of the document or evidence considered for the issuance of such opinion, based on the information that, according to the applicable provisions, must be in its possession, as well as a detailed report in which all the facts contained in the request submitted by the “CLIENT” are answered. In the case of claims related to operations carried out abroad, the term provided in this paragraph shall be up to 180 (one hundred and eighty) calendar days. The aforementioned opinion and report must be made in writing and signed by "INTERCAM BANCO" personnel empowered to do so. In the event that, according to the report issued by "INTERCAM BANCO", the collection of the respective amount is appropriate, the “CLIENT” shall make the payment of the amount payable, including ordinary interest as agreed, without the collection of default interest and other accessories generated by the suspension of payment made under the terms of this clause.
Appears in 1 contract
Samples: Purchase and Sale of Foreign Currency and Financial Services
AND CLAIMS. In accordance with the provisions of the Law for the Transparency and Regulation of Financial Services, when the “CLIENT” "CUSTOMER" does not agree with any of the movements that appear in the respective account statement or of the products or services derived from this Agreement that are reflected in the account statement or in the vouchers of the TRANSACTIONS issued by "INTERCAM BANCO", including any operation, agreement, contract, modification or legal instrument of any nature, agreed or provided in the Electronic Banking service through the Electronic Means, the “CLIENT” "CUSTOMER" may file a claim or claim for clarification of any of the movements that appear in the respective account statement or of the products or services derived from this Agreementcomplaint, including any operation, agreement, contract, modification or legal instrument of any nature, agreed or provided in the Electronic Banking service through the Electronic Means may submit a request for clarification within a period of 90 (ninety) calendar days from the cut-off date of the account statement, or if applicable, from the performance of the operation or service. The request may be submitted to the branch where your "Accounts" are located or to the specialized unit for attention to queries and complaints from customers and users of "INTERCAM BANCO" (the "Specialized Unit"), in writing, which "INTERCAM BANCO" must acknowledge receipt or by e-mail or any other means by which its receipt can be reliably verified. For the purposes of this Agreement, the Specialized Unit shall have the purpose of attending to any inquiry, complaint or claim from the clients and users of "INTERCAM BANCO", whose data are set forth in the General Cover Page of this Agreement. In the case of amounts payable by the “CLIENT” "CUSTOMER" that have been disposed of by any of the means of disposition mentioned in this Agreement, the “CLIENT” "CUSTOMER" shall have the right not to make the payment whose clarification is requested, as well as any other amount related to such payment, until the clarification is resolved in accordance with the process stipulated in this clause. Once the request for clarification is received, "INTERCAM BANCO" will have a maximum term of 45 (forty-five) calendar days to deliver to the “CLIENT” "CUSTOMER" the corresponding opinion, attaching a simple copy of the document or evidence considered for the issuance of such opinion, based on the information that, according to the applicable provisions, must be in its possession, as well as a detailed report in which all the facts contained in the request submitted by the “CLIENT” "CUSTOMER" are answered. In the case of claims related to operations carried out abroad, the term provided in this paragraph shall be up to 180 (one hundred and eighty) calendar days. The aforementioned opinion and report must be made in writing and signed by "INTERCAM BANCO" personnel empowered to do so. In the event that, according to the report issued by "INTERCAM BANCO", the collection of the respective amount is appropriate, the “CLIENT” "CUSTOMER" shall make the payment of the amount payable, including ordinary interest as agreed, without the collection of default interest and other accessories generated by the suspension of payment made under the terms of this clause. When the "CUSTOMER" objects to any charge derived from the Domiciliation service provided for in this “Agreement”, during the first 60 (sixty) days of the term indicated in the first paragraph of this clause, "INTERCAM BANCO" shall pay the amount claimed no later than the "BUSINESS DAY" following the receipt of the objection, without requiring the "CUSTOMER" to carry out any additional procedure. If the objection is made between the 61st (sixty-first) and 90th (ninetieth) day of the aforementioned term, "INTERCAM BANCO" shall resolve on the merits of the claim within a maximum term of 20 (twenty) days and, in case the objection is upheld, pay the amount claimed no later than the "BUSINESS DAY" following the date of resolution. In the event that the objection of Domiciliation charges is not appropriate as indicated in the preceding paragraph, "INTERCAM BANCO" shall make available to the "CUSTOMER", within a period of ten "BUSINESS DAYS" counted from the date the objection is resolved, the printed original of the resolution with the signature of the authorized personnel in which the arguments supporting the objection are expressed, as well as a copy of the respective supporting documents or evidence, including that provided by the supplier in question, at the branch where, if applicable, the objection has been filed or through the e-mail address that the "CUSTOMER" may have indicated for such purpose. Within 45 (forty-five) calendar days from the delivery of the opinion referred to in this clause or the resolution referred to in the preceding paragraph, "INTERCAM BANCO" shall be obliged to make available to the "CUSTOMER", at the branch where the "Account" is located, or at the Specialized Unit of "INTERCAM BANCO", the file generated as a result of the request, as well as to integrate in it, under its strictest responsibility, all documentation and information that, in accordance with the applicable provisions, must be in its possession and that is directly related to the "Account", the file generated as a result of the request, as well as to integrate in it, under its strictest responsibility, all the documentation and information that, in accordance with the applicable provisions, must be in its possession and that is directly related to the corresponding request for clarification and without including data corresponding to operations related to third parties. In the event that "INTERCAM BANCO" does not give a timely response to the request of the "CUSTOMER" or does not deliver the detailed opinion and report, as well as the documentation or evidence referred to above, the National Commission for the Protection and Defense of the Users of Financial Services, subject to the provisions of Chapter V of the Law for the Transparency and Regulation of Financial Services, will impose a fine for an amount equivalent to the amount claimed by the "CUSTOMER" in terms of this clause. Until such time as the request for clarification in question is resolved in accordance with the procedure set forth in this clause, "INTERCAM BANCO" may not report the amounts subject to such clarification to the credit information companies as overdue. The foregoing is without prejudice to the right of the "CUSTOMER" to go before the National Commission for the Protection and Defense of Users of Financial Services or before the corresponding jurisdictional authority in accordance with the applicable legal provisions, as well as the sanctions to be imposed on "INTERCAM BANCO" for breach of the provisions of this clause. However, the procedure established in this clause will be without effect from the moment the "CUSTOMER" files its claim before the jurisdictional authority or conducts its claim in terms and terms of the Law for the Protection and Defense of the Financial Services User. For purposes of the provisions of the preceding paragraph, the “CUSTOMER” may contact the call center of the National Commission for the Protection and Defense of Users of Financial Services ("CONDUSEF"), at the following numbers: 000-000-00-00 if located within the Mexican Republic or 55-53-40- 09-99 if calling from Mexico City or Metropolitan Area. The "CUSTOMER" may attend CONDUSEF's main offices located at 000 Xxxxxxxxxxx Xxx Xxxxxx, Xxxxxxx Xxx Xxxxx, Alcaldía Xxxxxx Xxxxxx, C.P. 03100, Mexico City or any of the regional or metropolitan delegations that are closest to him/her, depending on his/her geographic location. Likewise, the “CUSTOMER” may make inquiries at CONDUSEF's web page: xxxx://xxx.xxxxxxxx.xxx.xx, including the possibility of sending opinions to the e-mail address: xxxxxxxx@xxxxxxxx.xxx.xx, in order to carry out any claim derived from the services, terms and conditions established in this Agreement. The “CUSTOMER” will have the right at all times to register, before the Public Registry of Users (REUS) of CONDUSEF, his/her refusal to receive advertising information of financial products and services via internet, telephone and/or in person. Notwithstanding the foregoing, the "CUSTOMER" shall have the right to notify its refusal to receive advertising information directly to "INTERCAM BANCO" at any branch or through Electronic Means.
Appears in 1 contract
Samples: Purchase and Sale of Foreign Currency and Financial Services
AND CLAIMS. In accordance with the provisions of the Law for the Transparency and Regulation of Financial Services, when the “CLIENT” "CUSTOMER" does not agree with any of the movements that appear in the respective account statement or of the products or services derived from this Agreement “Agreement” that are reflected in the account statement or in the vouchers of the TRANSACTIONS Transactions issued by "INTERCAM BANCO", including any operation, agreement, contract, modification or legal instrument of any nature, agreed or provided in the Electronic Banking service Service through the Electronic Means, the “CLIENT” "CUSTOMER" may file a claim complaint or claim for clarification of any of with the movements that appear in the respective account statement or of the products or services derived from this Agreement"INTERCAM BANCO", including any operation, agreement, contract, modification or legal instrument of any nature, agreed or provided in the Electronic Banking service Service through the Electronic Means may submit a request for clarification within a period of 90 (ninety) calendar days from the cut-off date of the account statement, or if applicable, from the performance of the operation or service. The request may be submitted to the branch where your "Accounts" are located or to the specialized unit for attention to queries and complaints from customers and users of "INTERCAM BANCO" (the "Specialized Unit"), in writing, which "INTERCAM BANCO" must acknowledge receipt or by e-e- mail or any other means by which its receipt can be reliably verified. For the purposes of this "Agreement", the Specialized Unit shall have the purpose of attending to any inquiry, complaint or claim from the clients and users of "INTERCAM BANCO", whose data are set forth included in the General general "Cover Page Page" of this "Agreement". In the case of amounts payable by the “CLIENT” "CUSTOMER" that have been disposed of by any of the means of disposition mentioned in this “Agreement”, the “CLIENT” "CUSTOMER" shall have the right not to make the payment whose clarification is requested, as well as any other amount related to such payment, until the clarification is resolved in accordance with the process stipulated in this clause. Once the request for clarification is received, "INTERCAM BANCO" will have a maximum term of 45 (forty-five) calendar days to deliver to the “CLIENT” "CUSTOMER" the corresponding opinion, attaching a simple copy of the document or evidence considered for the issuance of such opinion, based on the information that, according to the applicable provisions, must be in its possession, as well as a detailed report in which all the facts contained in the request submitted by the “CLIENT” "CUSTOMER" are answered. In the case of claims related to operations carried out abroad, the term provided in this paragraph shall be up to 180 (one hundred and eighty) calendar days. The aforementioned opinion and report must be made in writing and signed by "INTERCAM BANCO" personnel empowered to do so. In the event that, according to the report issued by "INTERCAM BANCO", the collection of the respective amount is appropriate, the “CLIENT” "CUSTOMER" shall make the payment of the amount payable, including ordinary interest as agreed, without the collection of default interest and other accessories generated by the suspension of payment made under the terms of this clause.
Appears in 1 contract
AND CLAIMS. In accordance with the provisions of the Law for the Transparency and Regulation of Financial Services, when the “CLIENT” "CUSTOMER" does not agree with any of the movements that appear in the respective account statement or of the products or services derived from this Agreement "Contract" that are reflected in the account statement or in the vouchers of the TRANSACTIONS Transactions issued by "INTERCAM BANCO", including any operation, agreement, contract, modification or legal instrument of any nature, agreed or provided in the Electronic Banking service through the Electronic Means, the “CLIENT” may file a claim or claim for clarification of any of the movements that appear in the respective account statement or of the products or services derived from this Agreement, including any operation, agreement, contract, modification or legal instrument of any nature, agreed or provided in the Electronic Banking service through the Electronic Means may submit a request for clarification within a period of 90 (ninety) calendar days from the cut-off date of the account statement, or if applicable, from the performance of the operation or service. The request may be submitted to the branch where your "Accounts" are located or to the specialized unit for attention to queries and complaints from customers and users of "INTERCAM BANCO" (the "Specialized Unit"), in writing, which "INTERCAM BANCO" must acknowledge receipt or by e-mail or any other means by which its receipt can be reliably verified. For the purposes of this "Agreement", the Specialized Unit shall have the purpose of attending to any inquiry, complaint or claim from the clients and users of "INTERCAM BANCO", whose data are set forth included in the General general "Cover Page Page" of this "Agreement". In the case of amounts payable by the “CLIENT” "CUSTOMER" that have been disposed of by any of the means of disposition mentioned in this Agreement"Contract", the “CLIENT” "CUSTOMER" shall have the right not to make the payment whose clarification is requested, as well as any other amount related to such payment, until the clarification is resolved in accordance with the process stipulated in this clause. Once the request for clarification is received, "INTERCAM BANCO" will have a maximum term of 45 (forty-five) calendar days to deliver to the “CLIENT” "CUSTOMER" the corresponding opinion, attaching a simple copy of the document or evidence considered for the issuance of such opinion, based on the information that, according to the applicable provisions, must be in its possession, as well as a detailed report in which all the facts contained in the request submitted by the “CLIENT” "CUSTOMER" are answered. In the case of claims related to operations carried out abroad, the term provided in this paragraph shall be up to 180 (one hundred and eighty) calendar days. The aforementioned opinion and report must be made in writing and signed by "INTERCAM BANCO" personnel empowered to do so. In the event that, according to the report issued by "INTERCAM BANCO", the collection of the respective amount is appropriate, the “CLIENT” "CUSTOMER" shall make the payment of the amount payable, including ordinary interest as agreed, without the collection of default interest and other accessories generated by the suspension of payment made under the in terms of this clause.
Appears in 1 contract
