1.1. The Bank’s Online/Mobile Banking Service (the “Service”) refers to the use by Clients of Agribank’s (the “Bank”) internet banking platform and Mobile Banking Application (“Agribank Online”).
1.2. The Service allows the Bank’s clients to access their accounts via the dedicated Mobile Banking Application. This service will be available to the Client upon opening of a bank account in the Bank, to enable the Client to perform internet banking transactions authorized by the Bank. The Service will require logging in with credentials supplied to the Client upon account creation.
1.3. By logging in to the Service, the Client agrees to these General Terms and Conditions (the “T&C”) and affirms their consent to the Bank’s Terms and Conditions for the accounts they intend to use through the Service, and any other agreements and contracts which the Client signed when they opened their accounts.
1.4. The term “Client” hereunder shall refer to all users of the Service (both private (natural persons) and institutions/companies).
1.5. “Operations” refers to the various financial transactions performed by Clients through the Service, including, but not limited to, making balance inquiries and checking alerts and notifications.
2.1. To access the Service, the Client should install and open the Service’s Mobile Banking Application on their mobile device/s. Use the login credentials provided to them upon bank account creation and supply the necessary Password (as defined in clause 3.1). Upon first logging into the Service, the Client will be required to accept T&C to proceed and use the Service.
2.2. By registering for the Service, the Client hereby authorizes that all information they provide to the Bank is true, accurate, complete, and up to date. The Client agrees that their use of the Service will require the e-mail address and/or mobile phone number they provided the Bank when opening their account(s). To this end, the Client shall ensure that such email address and mobile phone number are valid, active, and registered under their sole control at the time of registration for the Service and during their use of the Service. The Bank, at its sole discretion, reserves the right to validate the information provided by you through the mobile app or customer service. Once the Client information has been validated, the Client will receive confirmation from the Bank through short message sending (SMS) and/or electronic mail (email). The Bank shall be entitled to send all information, communications, and notifications related to the Client’s registration and use of the Service only to the registered email address and/or mobile number. Any request to change such registered email address or mobile number shall be in accordance with the Bank’s guidelines in this regard and shall be subject to the Bank’s prior approval and due diligence procedures.
The Client hereby warrants that the Service is for the sole and exclusive use of the Client: The Client shall not provide his login credentials to any third parties or allow such third parties to access their mobile device when using the mobile application. Likewise, the Client shall not willfully allow any third parties to use the Service.
2.3. The Client can hereby access his or her account(s) in Agribank Online using the Internet with the Username and Password anytime, anywhere. However, the service may not always be available due to system upgrades or maintenance. 2.4. The Client shall also agree that only the accounts specified during the enrollment will be provided access with the Service, but the Client may enroll additional accounts through the Service. 2.5. The Client shall also understand that enrollment in the Service will only be effective after the Bank’s approval of the application sent through email or SMS.
3.1. During the first session in the Service, the Client shall assign a four-digit Personal Identification Number (PIN) by default or opt for biometric authentication (such as fingerprint on Android or Face ID for iOS) instead of a password. The Client acknowledges that such a PIN or biometric authentication shall be unique to themselves and agrees to always keep this information strictly confidential and secure.
3.2. The Client shall exercise reasonable care and diligence and is responsible for the confidentiality of the PIN or biometric authentication. The Client shall not disclose the PIN or allow the use of the Client’s biometric authentication to any person and shall take all steps necessary to prevent its disclosure. The Client shall also be responsible for ensuring the security of the mobile device where the account is registered. Any information, instruction, or transaction sent, performed, or consummated using the Client’s PIN or biometric authentication shall be presumed to have been executed by the Client, and any costs incurred shall be charged to the Client’s accounts.
3.3. The Client shall hold Agribank free and harmless against any liability related to any secrecy laws or regulations, should any of the account information be leaked to other persons. The Client shall also acknowledge that One Time PIN (OTP) is required to be able to transact in the Service which shall be sent via SMS to the mobile phone number provided.
3.4. The Client agrees and undertakes to change their PIN as necessary, as a precautionary measure. In the event the Client’s mobile phone or PIN may have been lost/stolen or if someone has used it without the Client’s permission, the Client shall inform the Bank immediately and shall give the latter a reasonable period to reactivate the Client’s compromised Service and PIN.
3.5. The Client must immediately change their PIN in case the confidentiality of the PIN is compromised. The Client may change their PIN or reconfigure their biometric authentication in accordance with the Bank’s policies and procedures: (1) by filling out the necessary forms at their Branch of the Bank; (2) through the Bank’s customer care hotline; or (3) through the Mobile Banking Application.
3.6. The Client agrees that entering the PIN incorrectly three (3) consecutive times will result in the deactivation of the Client’s access to the Service, in which case, such access shall be restored only upon the Bank’s prior consent or by successfully completing the Bank’s procedures for resetting their PIN.
4.1. Account balance inquiry: Account information may indicate the balance as of the last banking session, the schedule of which is determined by the Bank.
4.2. The Service allows viewing of transactions made on Client’s account for the last (3) three months under Transaction History. For transactions that are beyond (3) three months, the Client may request a copy of the bank statement from their Branch or by requesting such a statement from the Bank’s head office or through the Bank’s customer care hotline.
4.3. Balance Inquiry: The Service shall allow the Client to access or view the available balance of each of his enrolled bank accounts as of the date of his inquiry.
4.4. All transactions conducted through the Service require cleared, available, and withdrawable balances to be affected. In the event of transactions chargeable against an account with an insufficient balance, the Bank shall automatically cancel such a transaction, notifying the Client that the transaction was not possible. The Bank shall not be liable for any failed transaction due to insufficient funds or the Client’s failure to observe the Bank’s transaction limits, cut-off periods, service fees, and other applicable policies.
4.5. Bills payment: The Client acknowledges that the Bank’s bills payment facility is subject to the availability of the cleared and withdrawable balances in the Client’s accounts, within the limits set by the Bank. In the event of insufficient funds, the Bank will automatically reject the bill payment request, preventing further attempts by the Client to make the payment. The Client understands and agrees that the Bank shall not be liable for any consequences arising from incorrectly selected merchants, erroneous subscriber information, or inaccurate card numbers. It is the Client’s responsibility to ensure the correctness and accuracy of all transaction details. Furthermore, the Client acknowledges that the Bank may outsource its bills payment facility to third party service providers, such as EC Pay or Bayad Center. In such cases, the Bank’s liability shall be limited to its obligations as outlined in this agreement. The Bank shall provide assistance to the Client in directing concerns related to the bill payment facility to the third-party service provider, providing guidance and support throughout the process. Additionally, the Bank will help conduct investigations into these concerns to assist the Client in resolving issues effectively. The Bank shall not be held liable for any actions or omissions of these third-party service providers in relation to the bill payment facility.
4.6. Buy Load: The Client acknowledges that the Bank’s buy load facility is subject to the availability of cleared and withdrawable balances in the Client’s account, within limits set by the Bank. Transactions with insufficient funds will be automatically rejected. The Client is solely responsible for the accuracy of all transaction details, including the recipient’s mobile number, and confirmed transactions cannot be cancelled or reversed except in cases of a proven system error attributable to the Bank. The Client further acknowledges that the Bank may engage third-party service providers to facilitate the buy load facility. The Bank’s liability shall be limited to its obligations under this agreement, and it shall not be held liable for any actions or omissions of such third-party providers. The Bank shall, however, assist the Client in raising and investigating concerns related to the buy load facility.
4.7. Disputed and Unauthorized Transactions. In accordance with BSP Circular No. 1160 (Series of 2022) and the Financial Products and Services Consumer Protection Act (Republic Act No. 11765), the following procedure shall govern the Bank’s handling of fund transfer disputes and alleged unauthorized transactions initiated through the Service: (a) The Client must immediately report any suspected unauthorized or erroneous transaction to the Bank through the FCPAM channels stated in Section 13.5 of these Terms and Conditions. The Bank shall provide a dedicated reporting channel available on a twenty-four (24) hour, seven (7)-day-a-week basis for fraud-related concerns. (b) Upon receipt of a dispute involving an alleged unauthorized transaction, the Bank shall, pending the result of its investigation: (i) suspend the imposition of interest, fees, or charges directly attributable to the disputed transaction, where applicable; (ii) hold the disputed funds, if still intact, in accordance with applicable BSP rules and regulations; and (iii) provide reasonable accommodations to the Client, which may include a provisional hold or provisional credit of the disputed amount as determined by the Bank. (c) The Bank shall complete its investigation and formally inform the Client of the result within three (3) banking days from the conclusion of such investigation. (d) If the investigation establishes that the disputed transaction was unauthorized or fraudulent, the Bank shall immediately reverse or correct the transaction, including any related interest, charges, and fees imposed thereon, and shall make permanent any provisional credit granted to the Client. (e) In determining liability for losses arising from unauthorized transactions, the Bank shall consider, among others: (i) the actions of the Client before, during, and after the unauthorized transaction; (ii) the acts or omissions of the Bank, its employees, agents, or service providers; and (iii) the Bank’s compliance with applicable BSP security and consumer protection requirements. The foregoing is without prejudice to the rights and remedies of both parties under applicable laws and BSP regulations.
5.1. The Client shall understand that the Service is available 24 hours a day, 7 days a week, except during system maintenance, computer, telecommunication, electrical, or network failure, and other reasons beyond the Bank’s control.
5.2. The Client shall acknowledge that transactions made through the Service shall be in-lined to the Bank’s specified cut-off times, and transactions made after the designated cut-off times shall be regarded as transactions of the next day.
6.1. The Client shall agree that the Bank’s accredited agencies may hold and process information relating to the Client for availment of Agribank’s products and services, maintenance of the account, and other banking services, subject at all times to the requirements of the Data Privacy Act of 2012 (Republic Act No. 10173), its Implementing Rules and Regulations, and applicable issuances of the National Privacy Commission. The Bank shall ensure that any such accredited agency is bound by obligations of confidentiality and data security no less stringent than those imposed on the Bank.
6.2. The Client shall agree that the Bank may disclose information to the Bank’s other offices, branches, subsidiaries, and other affiliates strictly for legitimate banking purposes, and subject to the requirements of the Data Privacy Act of 2012, the Bank Secrecy Law (Republic Act No. 1405, as amended), and all applicable BSP regulations. Disclosure to affiliates shall be limited to what is necessary for the purpose for which it is made and shall not include information covered by the Bank Secrecy Law unless disclosure is authorized by law or with the Client’s written consent.
7.1. By registering to and/or using the Service, the Client acknowledges that they have read and understood the T&C, and that they agree to be unconditionally bound by such terms and conditions, and all amendments and additions thereof that the Bank may carry out from time to time.
7.2. The Client undertakes and guarantees that their use of the Service relates to legitimate and lawful transactions and does not and will not at any time violate the applicable provisions of the Anti-Money Laundering Act (Republic Act No. 9160, as amended by Republic Act Nos. 9194, 10167, 10365, 10927, and 11521, and as may be further amended), its amendments, and other pertinent laws, government rules, or regulations, or any rules of the Bangko Sentral ng Pilipinas.
7.3. The Client shall keep all personal information confidential and shall not disclose such information to unauthorized persons.
7.4. The Client shall immediately change any temporary password provided by the Bank.
7.5. The Client shall provide such information as the Bank may reasonably require in providing the Services. The Client guarantees that all information to be provided is accurate, complete, and up to date.
7.6. The Client shall keep records of their transactions, review, and reconcile their transaction history details and statements for any errors. Unauthorized entries or transactions should immediately be reported to the Bank.
7.7. The Client is responsible for notifying the Bank immediately of any failure or delay in execution of any transaction or instruction through the Service, by writing an email to mobilebankingsupport@agribank.com.ph, visiting, or calling their branch of account or the Bank’s customer care hotline (02) 8942 2474.
7.8. The Client understands that the use of Services results from the creation of a contract solely between them and the Bank and does not result in the creation of any obligation between the Bank and any third parties. The Client agrees that any agreement, transaction, or business between them and any third parties shall be deemed a private contract strictly between the Client and such other entity. The Client furthermore accepts that in case of any disputes about such a private contract, such a dispute shall be strictly between the Client and such third party, and the Bank shall have no liability whatsoever to either party.
7.9. The Client hereby authorizes the Bank or its duly authorized personnel to collect, process, verify, store and/or disclose their information to any of the offices, branches, units, subsidiaries, affiliates, agents, and representatives of the Bank, and third parties selected by any of them, wherever situated, for use in connection with:
7.9.1. account opening, maintenance, and/or operation;
7.9.2. the collection, processing, verification, and/or storage of any information provided by Client to the Bank with Client’s account(s) or any transaction concerning the account(s); and/or
7.9.3. the offer, delivery, or performance of any service or product to the Client, (including data processing, profiling, analytics, and storage, anti-money laundering monitoring, reviewing, and reporting, and statistical, credit, and risk analyses).
7.10. Furthermore, the Client hereby authorizes the Bank or its duly authorized personnel to disclose to local correspondent banks the information specified herein (and such other additional information provided to the Bank by the Client) for purposes of satisfying the requirements of the latter in relation to the processing, anti-money-laundering monitoring review, investigation, and audit of the transactions on the Client’s present and future accounts.
7.11. It is agreed and understood that any disclosure of Client’s account, transaction, or information due to Client’s fault or negligence or by causes not attributable to the fault or negligence of the Bank, shall not be considered as, and cannot be the basis of prosecution for, any complaint for violation of any law, rule, or regulation guaranteeing or protecting the secrecy and privacy of the Client’s accounts, transactions, and information in the Bank.
8.1. The Client shall be liable for all consequences arising from or in connection with their use of the Service, including, but not limited to, all transactions processed through the Service, regardless of such transactions being processed with or without the Client’s knowledge or authority.
8.2. The Client undertakes to ensure and accepts full responsibility for correctly inputting all details of the transactions initiated through the Service. The Bank will not be liable for any erroneous transactions arising out of or relating to wrong or incomplete information supplied by the Client through the Service.
8.3. The Client is aware and understands that the Service account may be compromised through phishing or similar illegal third party activities. This may enable unauthorized persons to withdraw money from the Client’s account using the Client’s account information/details or Password. The Client undertakes to cooperate, through all reasonable means, with the Bank’s efforts to prevent phishing, and accordingly, the Client shall exert all means to prevent disclosure of their account details and Password. The Client acknowledges that they are responsible for all withdrawals from the account that may result from phishing, and shall hold the Bank and its stockholders, directors, officers, employees, subsidiaries, affiliates, and agents (collectively, “Bank Indemnitees”) harmless against all losses, damages, expenses, liability, and costs of any kind arising therefrom; provided, however, that where unauthorized transactions arise from the Bank’s own gross negligence, willful misconduct, or breach of its duty to implement adequate security controls as may be required under applicable BSP regulations and the Financial Products and Services Consumer Protection Act (Republic Act No. 11765), the Bank shall not be relieved of liability solely by operation of this provision. The Client’s cooperation shall include, without limitation, promptly reporting any suspected phishing or unauthorized access to the Bank.
8.4. Client’s Breach: Should the Bank, in its sole discretion, discover or suspect that the Client has breached, or attempted to breach, any of these terms and conditions, the Bank may take all such steps and remedies as it deems appropriate, without need of any prior notice to Client, including, without limitation: (a) investigate Client’s use of the Service or their accounts, whether or not enrolled in the Service; (b) prevent, restrict, or suspend Client’s access to the Service or any portion thereof; (c) reverse, suspend action on, unwind, or otherwise undo any transaction which constitutes, caused, or resulted in such breach and, where applicable, return the proceeds of such transaction to the remitter, depositor, or sender thereof; (d) refuse the opening of additional accounts in the Bank; (e) put Client’s accounts on hold; (f) close Client’s accounts.
9.1. The Bank represents that it has applied a range of security controls to protect its system from unauthorized access. However, the Bank does not guarantee the security of any information, transaction, or instruction transmitted through the Service. The Bank shall not be responsible for any loss of security or information, or any loss or damage suffered by the Client arising from or in connection with such information, transaction, or instruction transmitted through the Service, notwithstanding the Client’s use of any additional security protocols that may be requested or prescribed by the Bank.
9.2. The Bank shall only be obliged to act on any instructions received based on commands made in the Service during a session opened by using the Client’s credentials, including their Password, or by authenticating such a Client on the customer care hotline. All instructions given during a session opened in the Service are processed automatically (not manually). The Bank shall have no obligation to verify the authenticity of any transaction received from the person operating in the Service using the Client’s credentials, including Password, other than by means of verification of the Client’s mobile phone number, user ID and Password, or through biometric authentication methods such as but not limited to fingerprint scanning, facial recognition, or retina scan.
9.3. Except if due to gross negligence or willful default of the Bank, and only to the extent of direct loss and damage arising directly and solely therefrom or the amount of the transaction (whichever is less), Bank Indemnitees shall not be liable to the Client or any other person for any loss or damage arising from or in connection with:
9.3.1. Client’s use of the Service;
9.3.2. loss of access, misuse, or the inability to use and access the Service or any feature or part thereof;
9.3.3. any transaction processed through the Service;
9.3.4. fraudulent or unauthorized utilization of the Service for any reason whatsoever; any unauthorized disclosure, theft, or unauthorized use of Client’s Password or Client’s account, transaction, or personal information; any violation of other security measures, with or without the Client’s participation;
9.3.5. any violation of any of these terms and conditions or representations and warranties herein, whether committed by Client or any other person;
9.3.6. any fraudulent, wrongful, or unauthorized access or alteration made by any person to Client’s accounts or Password, whether caused or arising from Client’s fault or negligence;
9.3.7. the Bank’s use, publication, processing, storage, and reliance on any information supplied by Client via the Service;
9.3.8. any loss, misuse, or unauthorized disclosure of any information and data supplied by Client via the Service.
9.3.9. any interruption, suspension, delay, loss, unavailability or any other failure in providing the Service, or any part thereof, whether due to maintenance work, network or systems failure, act or omission of third-party service providers, malfunction, power failure, breakdown or inadequacy of equipment or any other causes beyond the reasonable control of the Bank, or any law, regulation, government or court order;
9.3.10. disruption, failure or delay relating to or in connection with any transactions through the Service due to circumstances beyond the control of the Bank, fortuitous events such as, but not limited to, prolonged power outages, breakdown in computers and communication facilities, typhoons, floods, public disturbances and calamities and other similar or related cases;
9.3.11. inaccurate, incomplete or delayed information received due to disruption or failure of any communication facilities used for the Service;
9.3.12. improper, unauthorized use of the Service or recklessness or accident in connection thereof.
9.4. Internet Use. Any adverse consequences whatsoever on the Client’s connection to, or use of, the internet or Client’s use of an internet connection in violation of any law, rule, or regulation or violation of the intellectual property rights of another. [NOTE: Consider consolidating this provision with Section 13.1, which addresses the same subject matter, to avoid redundancy.]
If, notwithstanding the foregoing, Bank Indemnitees become impleaded or otherwise involved in any case, suit, action or proceeding of whatever kind or nature in relation to Client’s use of the Service and/or the action of the Bank as regards the foregoing, Client shall promptly and fully cooperate with Bank Indemnitees in such manner as they may require, including, but not limited to, the execution and/or delivery of any sworn statements, documents, materials, or testimony, verbal or otherwise. In relation to any impleading or involvement as aforesaid, Client shall indemnify and hold the Bank Indemnitees free and harmless from and against all costs, expenses (including attorneys’ fees), judgments, and liabilities arising therefrom or connected therewith, except to the extent arising from the gross negligence or willful misconduct of the Bank Indemnitees.
9.5. The provisions of this Section shall survive the termination, suspension, or closure of Client’s accounts or access to the Service. Amendments [NOTE: This stray “Amendments” label appears to be a formatting artifact that duplicates the heading in Section 10. Recommend deleting this line.]
The Bank shall have the absolute discretion to amend or supplement any of the terms and conditions of the Service at any time; provided that for amendments that are material or adverse to the Client, the Bank shall provide at least sixty (60) calendar days’ prior written notice thereof by public notice through the Bank’s website, the Service, or any other appropriate channel, in accordance with BSP Circular No. 1160 (Series of 2022), the Financial Products and Services Consumer Protection Act (Republic Act No. 11765), and their implementing regulations. Where the amendment pertains to or will result in fees, charges, or penalties to be imposed on or charged to the Client’s account, the Bank shall additionally send individual notice to the Client within the same sixty (60)-day period through the Client’s registered contact channel. Non-material amendments (including, without limitation, correction of typographical errors, amendments required by law or regulation effective immediately, or enhancements to security features) may be implemented without prior notice, without the need of any prior notice to or consent from the Client unless such approval is required by any applicable law, rule, or regulation. The Client is responsible for regularly reviewing these Terms and Conditions, including amendments thereto, as may be posted on the Bank’s website or in the Service. By continuing to use the Service after the effectivity of any amendment, the Client shall be deemed to have accepted such amended Terms and Conditions. If the Client does not agree with a material amendment to these Terms and Conditions, or if the Client fails to receive proper notice of any such change, the Client shall have the right to pre-terminate the Service without adverse consequence by submitting a written request to their Branch of Account prior to the effectivity date of such amendment. In case the Client wants to discontinue using the Service for any other reason, they may submit the relevant request to their Branch of Account, subject to the Bank’s policies and procedures.
11.1. The Client may request termination of the Service by placing a request through the Bank’s customer care hotline and giving the Bank at least ten (10) business days to process the request. The Client shall remain responsible for any transactions made on their accounts through the service before such cancellation of the Service.
11.2. The agreement comprised in these Terms and Conditions shall be deemed to remain in full force and effect if any transaction is completed but not debited to the Client’s accounts before termination of the Service.
11.3. The closure of all the Client’s accounts listed in the Service will automatically terminate the service.
11.4. The Bank may suspend or withdraw the availability of the Service, or any feature or portion thereof, without need of any further notice to the Client, for any reason whatsoever.
12.1. Pursuant to the Data Privacy Policy of the Bank, the Client understands and agrees that the Bank may process the Client’s data for purposes not contrary to the Data Privacy Act of 2012, its implementing rules and regulations, and other issuances of the National Privacy Commission. The Bank’s processing of the Client’s personal data shall be based on: (a) the performance of this contract and the provision of the Service; (b) compliance with legal obligations applicable to the Bank; and/or (c) the legitimate interests of the Bank, including fraud prevention, risk management, and compliance with BSP regulations, to the extent that such interests are not overridden by the data subject’s fundamental rights and freedoms. The Client is entitled to exercise the rights of a data subject as provided under Republic Act No. 10173 and its Implementing Rules and Regulations, including the right to be informed, the right to access, the right to rectification, the right to erasure or blocking, the right to object, and the right to file a complaint with the National Privacy Commission. The Bank’s full Data Privacy Notice, including the contact details of the Bank’s Data Protection Officer, is available at the Bank’s official website and at any branch of the Bank.
13.1. The Client understands and agrees that use of or connection to the internet is inherently insecure, and that such a connection provides an opportunity for unauthorized access by third parties to the Client’s computer systems, networks and all information stored therein. All information, transactions, and instructions transmitted, processed, or received through the internet is subject to unauthorized interception, diversion, corruption, loss, access, and disclosure. The Bank shall not be liable for any adverse consequences whatsoever on the Client’s connection to, or use of, the internet, and shall not be responsible for the Client’s use of an internet connection in violation of any law, rule, or regulation or violation of the intellectual property rights of another.
13.2. All records maintained by the Bank, whether in electronic or documentary form, of the Client’s information, transactions or instructions, and any other details in availing of any other banking channel offered by the Bank, shall, as against the Client, be deemed to be conclusive.
13.3. The Bank may temporarily or permanently, at any time, suspend, cancel, or terminate Client’s access to the Service or any portion thereof or any transaction or instruction initiated by Client through the Service, with or without prior notice, if any of Client’s enrolled accounts in the Service become closed, suspended, or mishandled (the opinion of the Bank being conclusive in this respect) or for any reason whatsoever.
13.4. The Client agrees that the Bank and its subsidiaries, affiliates, agents, representatives and authorized third parties may, from time to time, communicate with the Client via Short Message Service (SMS), email, mobile push and pop-up notifications, and/or any other means that may become available in the future, for the purpose of sending reminders or notices pertaining to Client’s accounts or access to the Service.
13.5. Customer Concerns and Financial Consumer Protection Assistance Mechanism (FCPAM): In accordance with BSP Circular No. 1160 (Series of 2022) and BSP Circular No. 1169 (Series of 2023), the Bank has established a Financial Consumer Protection Assistance Mechanism (FCPAM) as the first-level recourse for all concerns, inquiries, and complaints relating to the Service and the Bank’s financial products and services. The FCPAM is free of charge to the Client. For any clarifications, concerns, or complaints about using the Service, the Client may communicate with their Branch of Account or contact the Bank Customer Care Hotline. When required by the Bank, the Client shall provide, within 24 hours, details of their concern or complaint in writing or comply with any the instructions as the Bank may prescribe. The Bank’s FCPAM may be reached through following channels: (a) email: mobilebankingsupport@agribank.com.ph; (b) telephone: (02) 8942 2474; (c) in person at any Branch of the Bank during banking hours; or (d) in writing addressed to the Bank’s principal office at Ropali Plaza, Josemaria Escriva Drive, Ortigas Center, Pasig City. Complaints may be submitted orally, in writing, or through digital means. The Bank shall acknowledge receipt of any complaint within two (2) banking days and shall resolve the complaint or provide a substantive response within the period prescribed by applicable BSP regulations and the Financial Products and Services Consumer Protection Act (Republic Act No. 11765). The complaint escalation process is as follows: (1) The Client must first file the complaint with the Bank’s FCPAM and await the Bank’s response or resolution; (2) If the Client is not satisfied with the Bank’s resolution, or if the Bank fails to act on the concern within a reasonable period, the Client may escalate the complaint to the Bangko Sentral ng Pilipinas Consumer Assistance Mechanism (BSP-CAM) as a second-level recourse, accessible through the BSP Online Buddy (BOB) at www.bsp.gov.ph, via BSP’s official Facebook page (@BangkoSentralngPilipinas), or by telephone at (02) 8708-7087 or (02) 5306 2584; and (3) If the concern remains unresolved after the BSP-CAM, the Client may proceed to BSP-facilitated Mediation or Adjudication before the BSP Consumer Complaints Resolution Office (CCRO) for purely civil money claims not exceeding Ten Million Pesos (PHP 10,000,000.00), in accordance with BSP Circular No. 1169 (Series of 2023). Resort to the Bank’s FCPAM is a condition precedent to filing a complaint with the BSP-CAM, and resort to the BSP-CAM is a condition precedent to Mediation and Adjudication before the BSP.
13.6. Each of the provisions of these Terms and Conditions is severable. If any or some of the terms and conditions are declared invalid or unenforceable, the rest of the provisions will not be affected thereby.
13.7. No failure to exercise and no delay, on the part of the Bank, of any right, power or privilege hereunder shall operate as a waiver thereof, nor shall any single or practical exercise of any right, power or privilege preclude any other or further exercise thereof, or the exercise of any other right or power. The rights and remedies herein provided shall be cumulative, may be exercised concurrently, and shall not be exclusive of any rights or remedies of the Bank hereunder or granted by law.
13.8. Governing Law and Venue. These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of the Philippines. Any dispute, claim, or controversy arising out of or in connection with these Terms and Conditions or the Client’s use of the Service shall, if not resolved through the Bank’s internal complaint resolution process, be submitted to the exclusive jurisdiction of the appropriate courts of Pasig City, Metro Manila, Philippines, without prejudice to the right of the Bank to seek provisional or equitable relief before any court of competent jurisdiction.
13.9. Electronic Transactions. The Client acknowledges and agrees that: (a) these Terms and Conditions, and the Client’s acceptance thereof by logging in to or using the Service, constitute a valid and binding electronic agreement enforceable in accordance with the Electronic Commerce Act of 2000 (Republic Act No. 8792) and applicable implementing rules; (b) electronic records, data messages, and communications generated through the Service shall be admissible as evidence and shall have the same legal effect as paper-based documents to the extent permitted by law; and (c) the Bank’s electronic records of transactions processed through the Service shall be considered accurate and conclusive as against the Client, subject to the Client’s right to dispute within the period and in the manner prescribed in these Terms and Conditions or by applicable regulation.
13.10. Financial Consumer Protection. Notwithstanding any provision of these Terms and Conditions to the contrary, nothing herein shall be construed to limit, waive, or derogate from any right of the Client as a financial consumer under the Financial Products and Services Consumer Protection Act (Republic Act No. 11765), the BSP Financial Consumer Protection Framework, or other applicable consumer protection laws and regulations. The Bank commits to treat all Clients fairly and transparently, to handle all complaints in accordance with its BSP approved Consumer Assistance Mechanism, and to maintain appropriate standards of care in the provision of the Service. Any provision of these Terms and Conditions that is found to be inconsistent with applicable consumer protection laws or BSP regulations shall be deemed modified to the extent necessary to comply therewith. No provision of these Terms and Conditions shall be construed to waive or deprive the Client of the right to file a complaint before the Bangko Sentral ng Pilipinas, to receive information, to have complaints addressed and resolved, or to have Client data protected, in accordance with applicable laws and BSP regulations.
13.11. BSP Regulation. Agribusiness Banking Corporation – A Rural Bank (“Agribank”) is a banking institution duly licensed and supervised by the Bangko Sentral ng Pilipinas (BSP) pursuant to Republic Act No. 7653 (The New Central Bank Act, as amended by Republic Act No. 11211) and Republic Act No. 7353 (The Rural Banks Act of 1992, as amended). The BSP may be contacted through the following channels for consumer assistance and regulatory concerns: BSP Online Buddy (BOB) at www.bsp.gov.ph; BSP official Facebook page at @BangkoSentralngPilipinas; telephone at (02) 8708-7087 or (02) 5306-2584; email at consumeraffairs@bsp.gov.ph; or by SMS at 21582277 (for Globe subscribers). Clients may also contact the nearest BSP Regional Office or Branch for assistance in filing complaints.
13.12. Cooling-Off Period. In accordance with BSP Circular No. 1160 (Series of 2022) and the Financial Products and Services Consumer Protection Act (Republic Act No. 11765), the Bank adopts a cooling-off policy for applicable financial products and services. Where a cooling-off period applies, the Client shall have a minimum of two (2) banking days immediately following enrollment in or execution of the relevant product or service contract within which to cancel or withdraw therefrom without penalty. For the avoidance of doubt, the following transactions conducted through the Service are exempt from the cooling-off requirement as they constitute short-term, one-off transactional products or services: (a) balance inquiries; (b) fund transfers; (c) bills payment transactions; (d) buy load transactions; and (e) other similar single transactional services with no continuing contractual term. Where a cooling-off period applies, the Bank shall refund or return to the Client all amounts paid, within fifteen (15) banking days from receipt of the Client’s notice of withdrawal, less any reasonable actual costs incurred and disclosed to the Client at the time of enrollment. Information on the Bank’s specific cooling-off policies and the products covered thereby is available at any Branch of the Bank and on the Bank’s official website.
