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INFORMATION LETTER

INFORMATION LETTER

02.06.2023

Dear Customers,

Please be informed that starting from 01.06.2023 the Bank will stop issuing new and re-issuing acting bank cards of Visa Payment System. Service of acting bank cards will be discontinued from 20.07.2023. Access to the funds placed on the accounts to which the cards were issued can be obtained by contacting the Bank's office or by means remote banking system (IBANK for private clients). Additionally, we inform you that you can transfer funds between your accounts through the SFP system.

Sincerely,
JSC ISBANK.

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Dear customers!

Thank you for using the services of JSC ISBANK!

With every fair comment or positive feedback from a customer, we grow and become better. Share your opinion about the quality of service and products of the Bank.

We are changing for the better and working on your all appeals!

With respect,

ISBANK JSC

WAYS TO SEND APPEALS

• In person:

— in the Bank’s Head Office at the address Moscow, Nametkina Str., 13 D,

— in the Representative Office in St. Petersburg at the address Saint-Petersburg, Mayakovsky street, 3b, lit. A, office 301

in the Representative Office in Kazan at the address Kazan, Spartakovskaya street 6, floor 8, office 810

• By sending to the Bank’s legal address by Russian Post. (postal address – Russia, 117420, Moscow, Nametkina Str., 13 D,)

• By sending an Appeals to the Bank’s e-mail address info@isbank.com.ru

• In the Bank-Client system (section - "Letters", mailbox "Appeals/complaints").

The recommended appeals form can be downloaded HERE

TERMS OF CONSIDERATION OF APPEALS

consideration of The term for consideration of the Appeals and sending a response to them is 15 (fifteen) working days from the date of receipt of the relevant Appeals to the Bank.

If it is necessary to request additional documents and materials in order to objectively and comprehensively review the Appeals, the deadline for reviewing the Appeals may be extended by 10 working days.

THE BANK DOES NOT GIVE A SUBSTANTIVE RESPONSE TO THE APPEALS IN THE FOLLOWING CASES:

— The address to which the response should be sent is not specified in the Appeal;

— The Address does not specify the surname (name) the applicant;

— The Appeal contains obscene or offensive language, threats to the Bank’s property, threats to the life, health and property of Bank employees, as well as members of their families;

— The text of the Appeal is not readable;

— The text of the Appeal does not allow to determine its essence;

— The Appeal contains a question to which the Applicant has repeatedly been given substantive answers in connection with previously sent Appeals, and no new arguments or circumstances are given.
Head office
Moscow

Contact

Moscow, Nametkina Str., 13 D,

117420,

Russia

info@isbank.com.ru

+7 (495) 232-12-34, +7 (495) 961-11-77

+7 (495) 232-28-71

Representative office
in Saint Petersburg

Contact

Russia,

191025,

Saint-Petersburg,

Mayakovsky street, 3b, lit. A, office 301

info@isbank.com.ru

+7 (812) 679-06-18

Representative office
in Kazan

Contact

Russia,

420107,

Kazan,

Spartakovskaya street 6, floor 8, office 810

info@isbank.com.ru

+7 (843) 524-74-87