Accessibility

• Criterion 1.4.4: Although the user can increase the text size, in certain cases the user interface does not adjust correctly.
• Criterion 1.4.10: When the font size is increased, the user interface is not restructured into columns, which can make reading difficult.
• Criterion 2.1.1: In some cases there are problems with using the keyboard.
• Criterion 2.1.2: There are elements that capture the keyboard focus and do not transfer it correctly.
• Criterion 2.4.6: In certain cases, clear labels are missing or incorrect.
• Criterion 3.3.2: For some components, clear operating instructions are missing, if there are any present in the first place.
• Criterion 4.1.2: A particular element has an inappropriate role name.
• Criterion 4.1.3: In some cases status messages are not transmitted correctly.
• Criterion 4.1.2: Some components do not have the correct technical design, which makes them difficult to use with assistive technologies.

Diagrams:

Display problems can occur with:

• Criterion 1.4.1: Use of color.
• Criterion 1.4.11: Contrast of non-textual elements.
  In some cases, data is provided as tables. We are working on making all diagrams accessible.

BBVA Mobile Banking App:

• Criterion 1.4.4: For technical reasons, text magnification is limited to 120%, even though the directive stipulates 200%.
• Criterion 1.4.10: When the font size is increased, the user interface is not restructured into columns, which can affect readability.
• Criterion 2.1.1: Focus problems occur with non-interactive elements.
• Criterion 2.2.1: For security reasons, the duration of the user session cannot be extended.
• Criterion 2.4.7: In some cases, invisible elements receive keyboard focus.
• Criterion 3.3.2: For certain components, clear operating instructions are missing, if there are any present in the first place.
• Criterion 4.1.3: Status messages are sometimes not transmitted correctly.

• Criterion 1.4.1: Use of color
• Criterion 1.4.11: Contrast of non-textual elements.
  Here as well, data is also offered in table form. We continue to work toward achieving full accessibility.

Sections 2, 3 and 4 contain general information.

• Are you not satisfied with our service? In Section 2 we will inform you about the options you have if you have a complaint.
• Would you like to know how our service meets the requirements of the BFSG? In Section 3 we inform you about our service's accessibility features.
• Are you having problems with our service's accessibility? In Section 4 we will inform you who you can contact in this case. Here you can find information about the competent market surveillance authority.

Your BBVA

Table of Contents

1. Explanation of our services

1.1 What is a general consumer loan agreement?

1.2 What happens before the loan agreement is concluded?

1.3 How is the contract concluded?

1.4 How is the loan paid out?

1.5 What are the rules for securing the loan?

1.6 What interest rates are charged?

1.6.1 What is a fixed interest rate?

1.6.2 What is a variable interest rate?

1.7 What is the annual percentage rate?

1.8 What are the loan's total costs?

1.9 How does the loan repayment work?

1.9.1 What is an annuity loan?

1.9.2 What is an amortizing loan?

1.9.3 What is a bullet loan?

1.10 What happens in the event of late payments?

1.11 Is early repayment possible?

1.12 What are the termination conditions?

1.12.1 When can an ordinary termination occur?

1.12.2 When can an extraordinary termination occur?

1.13 Is there a right of withdrawal?

2. Your options in the event of a complaint

2.1 Customer complaints

2.2 Out-of-court dispute resolution

3. Features of our service's accessibility

3.1 Accessibility of services

3.2 Accessibility of this information

3.3 Accessibility of documents relating to our services

4. Market surveillance authority

1. Explanation of our services

In this section we explain to you our General Consumer Loan Agreement service. You will learn what the service includes and how it works. We will explain the terms that are important for understanding and using our service.

1.1 What is a general consumer loan agreement?

A general consumer loan agreement (in the following referred to as a loan agreement) is a contract between a borrower and a lender with regard to a loan. The borrower is a consumer. The lender is a bank. The lender gives the borrower a loan, in other words, a certain amount of money for private use. In return, the borrower must pay interest to the lender. And they have to repay the loan to the lender.
In the loan agreement, the lender agrees with the borrower on how the borrower is to repay the loan. The borrower can repay the loan in installments or they can repay the loan to the lender at the end of the term agreed upon in the contract. 
The law distinguishes between general consumer loan agreements and real estate consumer loan agreements. In a general consumer loan agreement, the borrower usually uses the loan for private purchases, such as furniture, cars or household appliances. However, they cannot use the loan to purchase real estate, such as land, houses or apartments. For this purpose, a real estate consumer loan agreement must be concluded.

1.2 What happens before the loan agreement is concluded?

Before we (as a bank) enter into a loan agreement with you (as a consumer), we as a bank must fulfill certain obligations. One important obligation is to provide you with specific information about the loan agreement. This information is referred to as pre-contractual information (PCI). The PCI includes the “Standard European Consumer Credit Information.” The standardized format helps you compare offers from different banks. We are also obligated to check your creditworthiness. To do this, we ask you for certain personal data, such as your income, expenses and assets. On this basis, we carry out a credit check. We may only conclude the loan agreement with you if the credit check is positive. We may find that you cannot repay the loan with your income or assets. In this case, we are not allowed to conclude the loan agreement with you. Perhaps there is another borrower in addition to you, such as your spouse. We will then check whether you can repay the loan together.

You have the right to receive a copy of the loan agreement draft. You do not have to pay us any fee for this. However, this only applies if we are certain that we want to conclude the loan agreement with you. We usually conduct a database query, such as with Schufa, when preparing the offer and conducting the credit check. In doing so, we comply with data protection regulations. The database query may show that we have to reject your credit request. We will then inform you immediately and free of charge.

1.3 How is the contract concluded?

The contract is concluded when we have agreed upon the loan with you. We agree upon all loan terms in the loan agreement. These include, for example, provisions on the amount of the loan, collateral (see 1.5), interest (see 1.6) and repayment (see 1.9). The loan agreement also contains standardized provisions, in other words, general terms and conditions (GTC) or loan conditions. The loan agreement must be concluded in writing. This means that You must personally sign the loan agreement with your name. We as a bank also have to sign the loan agreement. For us, there is an exception if the loan agreement is created using an automatic device. Then our signature is not required. The loan agreement may be signed using an electronic signature. In this case, you can insert a qualified electronic signature, in other words, personally sign with your name in electronic form.

1.4 How is the loan paid out?

In the loan agreement, we usually state the conditions under which we will pay out the loan to you (payout conditions). Often, the payout depends on you having arranged for the loan security (see 1.5). The payout amount does not correspond to the agreed upon total loan amount (also called the net loan amount). It also depends on the costs you incur when taking out the loan or when it is granted to you. These may be costs that we or another company charge you for or in connection with the loan. For example, premiums for residual debt insurance can be deducted from the total loan amount owed to an insurer. For this reason, the payout amount is calculated by deducting all costs from the total loan amount. The total loan amount, or net loan amount, is the maximum amount to which you are entitled under the loan agreement. You are obligated to take out the loan. If you refuse to accept the loan in whole or in part, you may be liable to pay us compensation. This form of compensation is called non-acceptance compensation. Non-acceptance compensation may apply if you no longer want the loan and for this reason do not take accept it from us (this only applies to fixed-interest loans, see 1.6.1). The non-acceptance compensation is calculated according to the same principles as the early repayment compensation (see 1.11).

1.5 What are the rules for securing the loan?

The loan agreement may be linked to collateral for the loan. This means that We may require you to provide a security for our loan. For example, you can give us a car as security or you can transfer your insurance claims to us. Securities that encumber a property, such as mortgages, are not permitted. In these cases, a general consumer loan agreement cannot be concluded due to specific legal requirements. Should we terminate the loan agreement because you do not repay the loan as agreed, we may seize the securities. This means, for example, that we can sell or auction a car. We can cancel an insurance policy and demand that the insured sum be paid to us. We use the proceeds from the sale (sale proceeds) to repay our outstanding claims from the loan. If the proceeds from the sale are not sufficient, you will have to pay the remaining amount. If the proceeds from the sale exceed your debts, we will usually pay you the excess proceeds (excess proceeds = sale proceeds minus outstanding debts and sales costs or auction costs). In the loan agreement or separate securities agreement, we will reach an agreement with you on how and when we may utilize the securities.

1.6 What interest rates are charged?

You must pay interest on the loan at an agreed upon amount. This is why the term debit interest rate is also used. The debit interest rate is the price we pay for paying out the loan to you and making it available to you for a specific period of time. There are two types of debit interest rates: the fixed interest rate (see 1.6.1) and the variable interest rate (see 1.6.2). We can agree with you on a fixed or variable interest rate. Usually a fixed interest rate is agreed upon. There may also be a commitment fee (also referred to as commitment interest) can also be agreed upon in the contract. In this case, you will owe us commitment interest until the loan is fully paid out.

1.6.1 What is a fixed interest rate?

If we agree upon a fixed interest rate with you, you will pay a fixed (constant) interest rate. The nominal interest rate can be fixed for the entire term of the contract. However, it can also be fixed for a shorter period: the so-called fixed interest rate period. If the interest rate is fixed, the loan is also referred to as a fixed-interest loan. The interest rate is also referred to as a fixed interest rate. The fixed interest period may be shorter than the contract term. In this case, we will reach an agreement on the loan's debit interest rate and the repayment rate. However, you can also terminate and repay the loan at the end of the fixed interest rate period.

1.6.2 What is a variable interest rate?

A variable interest rate is one in which the interest rate can change during the term of the contract. Of course, you should know how the interest rate can change. To do this, we will agree with you on a reference interest rate that will determine the development of the nominal interest rate. A reference interest rate is an interest rate that is objective, clearly determined, available, and verifiable by the bank and you. It must be publicly accessible. The reference interest rate reflects the cost of borrowing in various markets. It is variable. This means that It can change. In other words, it can rise or fall. As a bank, we have no influence on the development of the reference interest rate. The loan agreement regulates at what times and under what circumstances the variable interest rate changes.

1.7 What is the annual percentage rate?

The annual percentage rate corresponds to the total cost of the loan that you have to pay. It is expressed as an annual percentage. The purpose of the annual percentage rate is to enable you as a consumer to compare different loan offers.

1.8 What are the loan's total costs?

A loan's total cost consists mainly of interest. There are also all the costs that you incur in connection with the loan agreement and which we as a bank know about. These could be fees or commissions, for example. 

1.9 How does the loan repayment work?

You are obligated to repay the loan. In the loan agreement, we reach an agreement with you on how you are to repay the loan. There are various repayment options: the annuity loan (see 1.9.1), the repayment loan (see 1.9.2) and the bullet loan (see 1.9.3).

1.9.1 What is an annuity loan?

If you take out an annuity loan with us, you pay us an annuity at regular intervals. For example, you can pay the annuity installments once a month, once a quarter or once a year. The annuity consists of a repayment component and an interest component. You use the repayment portion to pay back the loan. This means that the loan amount decreases with each installment. With the interest portion you pay the current interest. This is calculated based on the outstanding loan amount. For this reason, the interest portion of the installment is higher at the beginning than the repayment portion. The more installments you pay, the more the interest portion decreases. At the same time, the repayment portion of the installment increases. However, the annuity always remains the same during the fixed interest rate period.

1.9.2 What is an amortizing loan?

Amortization is the technical term that is used for repayment. If you take out a repayment loan with us, you repay the loan in equal repayment installments. Repayments are made monthly, quarterly or annually. The monthly repayment rate, for example, is calculated as follows: The loan amount is divided by the number of months for which we make the loan available to you. Each installment you pay reduces the amount of the loan you have borrowed and are not repaying. In addition to the repayment rate, you must pay an interest rate. This decreases during the term of the contract because you repay the loan amount with each repayment installment. This also reduces the interest you have to pay each month. Overall, this means that: Your monthly payment will decrease over time.

1.9.3 What is a bullet loan?

If you take out a bullet loan with us, you repay the loan in one lump sum at the end of the contract term. Up until you have repaid it you must pay us the debit interest. It differs from an annuity loan in that the repayment does not occur during the contract term. For this reason, the installment has no repayment component. It corresponds entirely to the interest component. You can repay a bullet loan using your own funds, such as your assets. However, you can also repay it using a repayment surrogate. One example of a repayment surrogate is a capital life insurance policy. You then save this along with the loan agreement. We do not guarantee that you will be able to repay the loan in full using the repayment surrogate funds. For this reason, you must expect that you will have to repay the loan through other means as well. Other means include savings or a cash benefit obtained from an insurance policy's expiration. Also, you should expect that you will have to take out another loan. 

1.10 What happens in the event of late payments?

If you are late in making payments, statutory default interest may apply. Furthermore, additional late payment charges may apply. Please note that failure to make payments can have serious consequences for you. For example, we may seize the securities or take legal action against you, or it may be difficult for you to take out a loan in the future. 

1.11 Is early repayment possible?

You can repay the loan early at any time, in other words, before the agreed upon repayment date. Early repayment will result in a loss for us because we lose your interest. For this reason, the loan agreement must state that you will compensate us for this loss. This means that We file a claim for damages against you. This is called early repayment compensation.
We calculate the amount of the early repayment compensation according to the principles developed by case law. This depends on the remaining term of the fixed interest rate and the interest rate level at the time of repayment. Information on how the early repayment compensation is calculated can be found in the loan agreement and in the PCI (“Standard European Consumer Credit Information”). There you will also find examples of the amount for early repayment compensation. You must be aware that the early repayment compensation can be very high. This applies to the following cases in particular: The loan still has a long remaining fixed interest rate period or the general interest rate level has fallen since the loan agreement was concluded. However, early repayment compensation is limited by statutory regulations (legal basis is Section 502 paragraph 3 of the German Civil Code). For loans with variable interest rates, we do not charge you for any prepayment compensation. In this case, you can repay the loan in full or in part at any time. 

1.12 What are the termination conditions?

When terminating the loan agreement, a distinction is made between ordinary termination (see 1.12.1) and extraordinary termination (also known as termination for good cause, see 1.12.2).

1.12.1 When can an ordinary termination occur?

In the case of ordinary termination, one often has to observe a notice period. The notice period depends on whether a fixed interest rate or a variable interest rate was agreed upon. With a fixed interest rate, the notice period depends on the term of the contract. The following applies to the fixed interest rate: You can terminate the loan agreement at the end of the fixed interest rate period. The termination period is 1 month for a fixed interest rate of over 10 years: You can terminate the loan agreement 10 years after the full loan payout or the last fixed interest agreement. In this case, the notice period is 6 months. The following applies to the variable interest rate: You can terminate the loan agreement at any time. You must observe a notice period of 3 months. If we have not agreed upon repayment arrangements with you, the following applies: You can terminate the loan agreement at any time. You do not have to observe any notice period.

1.12.2 When can an extraordinary termination occur?

In the case of extraordinary termination, no notice period is required. The prerequisites for this are: You as a consumer cannot be expected to adhere to the contract, or we as a bank cannot be expected to adhere to the contract. For this reason, there must be an important cause for termination. This is why the term "termination for good cause" is also used. An important reason is often that a consumer does not make the agreed upon payments. In this case, the legal requirements for an extraordinary termination by the bank are met.  

1.13 Is there a right of withdrawal?

If you conclude a loan agreement with us, you have the right to withdraw. If you withdraw from the loan agreement, you are no longer bound by the loan agreement. This is how to exercise your right of withdrawal: You must observe a withdrawal period. The withdrawal period is 14 days. It usually begins after the loan agreement has been concluded. You can withdraw your consent verbally or in writing within the withdrawal period. You do not have to provide reasons for this, and you must send the withdrawal to us as the lender

by post: Banco Bilbao Vizcaya Argentaria, S.A., German branch, Neue Mainzer Strasse 28, 60311 Frankfurt am Main

by email: kundenservice@bbva.de

Please note that You may have already received the loan amount when you withdraw from the loan agreement. You must then repay the loan amount to us within 30 days of your withdrawal. For this period we charge debit interest, which is also known as daily interest. You can find out how much this amounts to in the information on withdrawing from an agreement.

2. Your options in the event of a complaint

Are you not satisfied with our service? In this section we will inform you about the options you have if you have a complaint.

2.1 Customer complaints

You can report a complaint with us in various ways:

• In Writing: BBVA German branch, Complaint Management,
  Neue Mainzer Straße 28, 60311 Frankfurt am Main (Germany); 
• Email: beschwerde@bbva.de

Further information on the topic of complaints can be found here on our website.

2.2 Out-of-court dispute resolution

Have you submitted a complaint to us, but no solution has been found? Then you have the option of out-of-court dispute resolution. As a bank, BBVA participates in the dispute resolution procedure for the following consumer arbitration board: Ombudsman of the Private Banks. There you can contact the Ombudsman of the Private Banks. They will look into your complaint: They mediate between you as a consumer and us as a company.

General information about the Ombudsman of the Private Banks can be found at www.bankenombudsmann.de. Information on the exact sequence of events for the ombudsman procedure can be found in the Ombudsman of the Private Banks' rules of procedure. We would be happy to provide you with the rules of procedure upon request. You can also view them online at the website for the Association of German Banks e. at the website of the Association of German Banks: www.bankenverband.de.

You must submit your complaint to the Ombudsman of the Private Banks in writing, such as by letter, fax or email. 

Address:

Ombudsman of the Private Banks
Office
PO Box 04 03 07
10062 Berlin
Fax: 030 1663-3169
Email: schlichtung@bdb.de 

3. Features of our service's accessibility

Would you like to know how our services meet the requirements of the Accessibility Improvement Act (BFSG)? In this section we inform you about our service's accessibility features. Background: The BFSG obliges us, among other things, to comply with the guidelines for accessible web content. These guidelines are intended to make web content as accessible as possible for everyone. This applies particularly to people with disabilities. The guidelines are based on the following four principles of accessibility:

• Perceptibility: As many people as possible should be able to access the information and IT features. For us this means, for example, that we need to ensure that there is alternative text for images and graphics. 
• Usability: As many people as possible should be able to use the IT features. For us this means, for example, that we need to ensure that our web content can be accessed using a keyboard.
• Comprehensibility: Web content should be readable and clearly understandable for as many people as possible. For us this means, for example, that we need to present our web content in the simplest language possible.
• Robustness: The web content must be as compatible as possible with so-called assistive technologies. Assistive technologies include programs for reading aloud or enlarging web content, but also for converting speech into text. For us this means, for example, We must ensure that standards for the use of assistive technologies are adhered to, such as the technical structure and content labeling.

By implementing these principles, we meet the requirements of the BFSG with our services.

3.1 Accessibility of services

These are our service's accessibility features with respect to our General Consumer Loan Agreement:

• We offer our services as follows: Transmission via online channels (web and app).
• You can access our service using various means of access, especially the following sensory channels: readable online banking, the homepage or the App. 
• We will provide you with the loan amount as follows: Personal disposal of the loan amount.

3.2 Accessibility of this information

Here are this information's accessibility features:

• We provide this information to you through various access options, more specifically, the following sensory channels: Bank website and App version.
• The contents of this information are in a language that is easy-to-understand. The language level B2 of the Common European Framework of Reference for Languages (CEFR) is not exceeded. Please note that This does not apply to the actual service contract, or to General Terms and Conditions (GTC) and the Pre-Contractual Information (VVI) associated with the service contract.
• The layout of this information has a special design: Font (Arial, font size 11), line spacing (15 pt.) with highlighted important texts, which were chosen to be as user-friendly as possible.

3.3 Accessibility of documents relating to our services

These are the accessibility features for documents related to our service (including this information):

• The documents are perceptible. This means that [Description of how the presentation can be made more accessible, for example, “can be read aloud as the user reads the text on the screen with adjustable font size, and the consumer can adjust the volume as needed.”]
• The documents are in [file format such as PDF/UA, web-based, etc.] format. This format can be converted into other formats. This means that the documents are available to you via multiple sensory channels. 
• [In the case of graphic representations in the documents:] The documents have descriptions for all non-text elements, such as images and graphics. 

4. Market surveillance authority

Do you believe that our services are not meeting the requirements of the Accessibility Improvement Act (BFSG)? In this section we will inform of you who you can contact in this case. 

The competent authority is the Market Surveillance Authority of the Federal States for the Accessibility of Products and Services (MLBF). 

The MLBF checks whether economic operators comply with certain legal requirements. We as a banking company are also supervised by the MLBF.

If you experience problems using our service, you can file a petition with the MLBF. This may then initiate legal action against us (legal basis: This may then take legal action against us (legal basis: Section 6 or Section 7 BFSG).

In your petition, you may claim that we are violating a requirement of the BFSG, or you can claim that we are violating a requirement of the Ordinance on the Accessibility Improvement Act (BFSGV, which was issued pursuant to
Section 3 Paragraph 2 of the BFSG).

The MLBF's contact info is: 

Address: PO Box 3911 55, 39135 Magdeburg

Phone: (0391) 567 4530

Email:mlbf@ms.sachen-anhalt.de 

• Are you not satisfied with our services? In Section 2 we will inform you about the options you have if you have a complaint.
• Would you like to know how our services meet the requirements of the BFSG? In Section 3 we inform you about our services' accessibility features.
• Are you having problems with our service's accessibility? In Section 4 we will inform you who you can contact in this case. Here you can find information about the competent market surveillance authority.
  
  

Your BBVA 

Table of Contents

1. Explanation of our services

1.1 What is a payment account? 

1.2 What are payment services?

1.3 How does account management work?

1.4 How does a cash deposit work?

1.5 How does a cash withdrawal work?

1.6 How does a transfer work?

1.7 How does a SEPA direct debit work?

1.8 What features does the debit card have?

1.9 How do payment transactions work with the debit card?

1.10 How do cash withdrawals using the debit card work?

1.11 Is it possible to overdraw the payment account?

1.12 What costs do you incur for the payment account and payment services?

1.13 Is there a contract term? What are the termination conditions?

1.14 Where are the individual contractual provisions? 1.15 Can the payment account be protected from garnishments?

1.16 What is a basic account?

2. Your options in the event of a complaint

2.1 Customer complaints

2.2 Out-of-court dispute resolution

3. Features of our services' accessibility

3.1 Accessibility of services

3.2 Accessibility of this information

3.3 Accessibility of documents relating to our services

4. Market surveillance authority

1. Explanation of our services

In this section we explain our payment account and payment services. You will learn what the service includes and how it works. We will explain the terms that are important for understanding and using our services.

1.1 What is a payment account?

A payment account (also: a current account) is an account through which you can make various payments (payment transactions). The following payment transactions are possible. For example:

• You can use the payment account for money received, such as your salary, pension or child support.
• You can use your payment account for cash deposits and withdrawals, and you can also use it for cashless payment transactions (such as transfers, direct debits or card payments).

You can also make transfers via online banking, your mobile phone app or telephone banking. If you want to use this method, you must set up online banking or telephone banking with us.

1.2 What are payment services?

We provide various services that involve using a payment account. These services are called payment services. We offer the following payment services:

• Cash deposits (see 1.4)
• Cash withdrawals (see 1.5 and 1.10)
• Execution of transfers (see 1.6)
• Redemption of SEPA core direct debits (see 1.7)
• Payment transactions with the debit card (see 1.8, 1.9 and 1.10)

1.3 How does account management work?

If you are interested in a payment account, you must conclude a payment account agreement with us. We will then set up a payment account for you. You can use your payment account to give us instructions for payment services (e.g. cash deposits, cash withdrawals, transfers, direct debits, standing orders). We fulfill our contractual obligation by posting the corresponding credits and debits to your payment account. You can retrieve a bank statement, in other words, a notice regarding your payment transactions and account balance. On the bank statement you will find all the entries we have made based on your payment transactions,

as well the current result from these entries, otherwise referred to as the daily balance. This is the amount of money in your account.

We manage the payment account as an open account. For this reason, the account is called a current account. A current account means that the individual bookings are settled at the end of an agreed upon accounting period. The result (balance) will be communicated to you as an account statement.

1.4 How does a cash deposit work?

If you want to deposit cash into your payment account, you can do so at participating retailers (“Cash via App”). To use this service, you need the BBVA App and a barcode that is generated in the App for deposits.

1.5 How does a cash withdrawal work?

If you want to withdraw cash from your payment account, you have several options: You can withdraw cash at participating retailers, or you can withdraw cash from ATMs (cash dispensing machines). These can be our own ATMs or ATMs from other banks. To use the ATMs, you need your debit card. 

1.7 How does a transfer work? 

A transfer means that a sum of money will be debited from your account and credited to another account of your choice. This means that You instruct us to transfer a specific amount of money to a specific payee. Your payment account will be debited with this amount, which is then credited to the payee’s account. You can instruct us to make a transfer as a payment order using various methods: You can also use online banking, your mobile phone app or telephone banking.

When issuing a transfer order, you must provide the following information:

• Name of the payee
• IBAN (International Bank Account Number)
• possible the BIC (bank identification code)
• Amount in euros or another currency

We will execute your transfer order if the following conditions are met:

• We have received your transfer order.
• Your transfer order has been authorized – for example, it includes your signature.
• You have provided all the necessary information.
• Your payment account has sufficient funds or a credit line (a credit line is a fixed upper limit for a loan you have taken out with us).

All important regulations regarding transfers can be found in the Terms and Conditions for Transfer Transactions.

1.7 How does a SEPA direct debit work?

A SEPA core direct debit is a standard for the execution of direct debits within the European Union and for direct debit transactions with other SEPA countries (for example, the United Kingdom of Great Britain, Northern Ireland, Switzerland). SEPA stands for: Single Euro Payments Area. A direct debit is an amount of money that is debited from an account. It differs from a transfer in that the payment process is initiated by the payee. The payee instructs their bank to debit a certain amount of money from your account. To do this, you must give the payee a SEPA direct debit mandate. The mandate has two functions: It allows the payee to collect the amount. It allows us, as a bank, to have the amount debited from your payment account. To redeem a SEPA direct debit, you must: Your payment account has sufficient funds or a credit line Otherwise, the direct debit will be returned to the payee. You can dispute a SEPA direct debit within a period of 8 weeks. If you have not given the payee a SEPA direct debit mandate, you can dispute the direct debit within a period of 13 months. The period begins when the direct debit amount is charged to your account. If you dispute a direct debit, we will generally credit the amount back to your payment account. All important regulations regarding the SEPA Core Direct Debit payment service can be found in the SEPA Core Direct Debit Terms and Conditions.

1.8 What features does the debit card have?

 You can request a debit card from us for your payment account. The debit card has the following features:

• Cashless payment transactions at retail and service provider POS terminals (devices for reading your debit card) in Germany and, where applicable, abroad, as well as online card payments. 
• Cash withdrawals at our ATMs, and if needed, ATMs from other banks.
• Bank statement retrieval at our bank statement printer
• Issuing transfers and other orders at our self-service machines

To protect your debit card, we will give you a personal identification number (PIN). You must ensure that no other person knows the PIN.

1.9 How do payment transactions work with the debit card?

For cashless payment transactions at the POS terminals for retail and service companies, you have the following options:

• You can insert your debit card into the POS terminal. Then you have to enter your PIN.
• You can also use Near Field Communication (NFC). Then you have to hold your debit card up to the cash register terminal. Sometimes you also have to enter your PIN, such as when transferring larger amounts of money
• You can also use your debit card to pay online. We will inform you about the authentication methods and security features that we offer,
• And you can use your debit card as a digital card. This means you can pay with a device, such as your smartphone. Your payment is then usually approved using your fingerprint, or through face recognition.

We usually only guarantee the payment amount to a trading company or service provider if your payment account has sufficient funds or a credit line. The payment amount will then be promptly debited from your payment account. If we cannot guarantee the payment amount, the payment will be declined. All important regulations regarding payment services based on the debit card can be found in the terms and conditions for the debit card. 

1.10 How do cash withdrawals using the debit card work? 

You can use your debit card to withdraw cash from your payment account at an ATM. The prerequisite is that your account has sufficient funds or a credit line. At the ATM, you must enter your PIN. The amount of the cash withdrawal will be promptly debited from your payment account. If you use the ATM of another bank within Germany, you will usually have to pay a fee. Other domestic banks will display the fee they charge on the ATM. If you use the ATMs of another bank while abroad, your cash withdrawals may incur various costs. 

1.11 Is it possible to overdraw the payment account?

You can make an arrangement with us so that you are allowed to overdraw your payment account. This means that You may debit your account even if your payment account does not have sufficient funds. In other words, we grant you an overdraft facility. This is why the term "granted overdraft facility" is also used (as are the terms granted overdraft, overdraft facility, overdraft, and overdraft credit).

This type of agreement is called a general consumer loan or a general consumer loan agreement (see also our information on consumer loan agreements). In this agreement, we will determine, with your cooperation, the maximum amount you are allowed to overdraw your payment account. We will also determine what interest and fees we will charge you. For you to be eligible for concluding a general consumer loan agreement, you must meet our credit requirements. The amount of your overdraft facility is usually based on the regular payments that arrive your account, such as your salary amount. Should you exceed the granted overdraft facility, we can still execute a payment order. We can usually assess whether an overdraft on your payment account is acceptable. This is then referred to as a tolerated overdraft. In principle, however, you are not entitled to a tolerated overdraft. This also applies if we have not agreed with you on an overdraft facility.

All details regarding tolerated overdrafts on your payment account will be agreed upon in the payment account agreement. 

1.12 What costs do you incur for the payment account and payment services?

Certain costs apply to the payment account, the payment services and, if applicable, providing the debit card. The individual costs can be found in our list of prices and services. The interest rates for granted overdraft facilities and tolerated overdrafts are based on the provisions we have agreed upon with you in a separate agreement. We will inform you regularly about the interest rate. All due costs and interest will be charged to your payment account at the end of each statement period. 

1.13 Is there a contract term? What are the termination conditions?

We conclude the payment account agreement (Payment Services Framework Agreement) and related payment services agreements with you for an indefinite period. You can terminate the respective agreement at any time. You do not have to observe any notice period. Only we as a bank have to observe a notice period if we want to terminate the respective contract with you. The duration for this is at least two months. 

However, the following applies: In the case of extraordinary termination (termination for good cause), there is generally no notice period, neither for you nor for us as the bank. The conditions for termination for good cause are: As a consumer, you cannot be expected to adhere to the contract, or we as a bank cannot be expected to adhere to the contract. 

1.14 Where are the individual contractual provisions?

Regulations on our services when using a payment account, or more specifically, our payment services, can be found in the payment account agreement and in the individual agreements on payment services. You will also find further regulations in our General Terms and Conditions (GTC). 

1.15 Can the payment account be protected from garnishments?

You can request that we maintain your payment account as an account protected from garnishment. This also applies if your payment account has a negative balance. However, if you have a negative balance, you will have to maintain your payment account on a credit basis going forward. This means that you will no longer be allowed to overdraw your account in the future. With an account protected from garnishment, your balance has limited protection against garnishment. This means that The protection against garnishment only applies to a certain amount of credit, more specifically, in the amount of a flat-rate allowance. This so-called basic tax-free allowance is re-determined annually. However, you can also obtain certification for additional flat-rate allowances based on your personal circumstances. This includes, for example, the number of children for whom you have to pay child support. If you are affected by a garnishment, you can still use the balance in your payment account up to the amount of the allowance. You are only allowed to have one account protected from garnishment in Germany. 

1.16 What is a basic account?

The basic account is regulated by the Payment Accounts Act. It is intended to give consumers in Germany access to cashless payment transactions: No one should be without a payment account. The following special features apply to a basic account: Consumers may conclude a basic account contract if they belong to the following groups of people: persons legally residing in the EU; persons without a fixed place of residence; asylum seekers; tolerated persons (persons without a residence permit who cannot be deported). Individuals must not have any other payment account in Germany. Consumers can use their basic account to place orders for the payment services explained above (cash deposits, cash withdrawals, transfers, SEPA direct debits, payment transactions with the debit card). However, you will not be granted an overdraft facility. This means that You cannot withdraw or transfer more money than the balance in your payment account (basic account). Consumers can terminate the basic account agreement at any time. Banks can only terminate the basic account agreement if the Payment Accounts Act permits this. Otherwise, the same applies as with a normal payment account: Consumers can request at any time that the basic account be managed as an account protected from garnishment.

2. Your options in the event of a complaint

Are you not satisfied with our services? In this section we will inform you about the options you have if you have a complaint.

2.1 Customer complaints

You can report a complaint with us in various ways:

• In Writing: BBVA German branch, Complaint Management,
  Neue Mainzer Straße 28
  60311 Frankfurt am Main 
• Email: beschwerde@bbva.de

Further information on the topic of complaints can be found online at https://www.bbva.de/en/allgemein/beschwerden.html

2.2 Out-of-court dispute resolution

Have you submitted a complaint to us, but no solution has been found? Then you have the option of out-of-court dispute resolution. As a bank, BBVA participates in the dispute resolution procedure for the following consumer arbitration board: Ombudsman of the Private Banks. There you can contact the Ombudsman of the Private Banks. They will look into whether or not your rights as a consumer have been violated. They mediate between you as a consumer and us as a company. General information about the Ombudsman of the Private Banks can be found at www.bankenombudsmann.de. Information on the exact sequence of events for the ombudsman procedure can be found in the Ombudsman of the Private Banks' rules of procedure. We would be happy to provide you with the rules of procedure upon request. You can also view them online at the website for the Association of German Banks e. V.: www.bankenverband.de.

You must submit your complaint to the Ombudsman of the Private Banks in writing, such as by letter, fax or email. 

Address:

Ombudsman of the Private Banks
Office
PO Box 04 03 07
10062 Berlin
Fax: 030 1663-3169
Email: schlichtung@bdb.de

3. Features of our services' accessibility

Would you like to know how our services meet the requirements of the Accessibility Improvement Act (BFSG)? In this section we inform you about our services' accessibility features.

Background: The BFSG obliges us, among other things, to comply with the guidelines for accessible web content. These guidelines are intended to make web content as accessible as possible for everyone. This applies particularly to people with disabilities. The guidelines are based on the following four principles of accessibility:

• Perceptibility: As many people as possible should be able to access the information and IT features. For us this means, for example, that we need to ensure that there is alternative text for images and graphics. 
• Usability: As many people as possible should be able to use the IT features. For us this means, for example, that we need to ensure that our web content can be accessed using a keyboard.
• Comprehensibility: Web content should be readable and clearly understandable for as many people as possible. For us this means, for example, that we need to present our web content in the simplest language possible.
• Robustness: The web content must be as compatible as possible with so-called assistive technologies. Assistive technologies include programs for reading aloud or enlarging web content, but also for converting speech into text. For us this means, for example, that we must ensure that standards for the use of assistive technologies are adhered to, such as the technical structure and content labeling.

By implementing these principles, we meet the requirements of the BFSG with our services.

3.1 Accessibility of services

These are our services' accessibility features when using a payment account or our payment services:

Cash deposits, cash withdrawals: You have several options for depositing or withdrawing cash:

• You can withdraw cash from our ATMs (deposit machines, cash dispensing machines). Our ATMs have various access options: These have various sensory channels, such as visual, verbal and tactile controls. Under certain circumstances this may not apply to ATMs in operation before June 28, 2025. Here the statutory transitional provisions apply.

Execution of transfers: You have several options for issuing transfer orders:

• You can submit transfer orders electronically, such as via online banking or banking apps. The electronic access options have various sensory channels, such as: descriptions of elements such as images and graphics that do not have text; optimization of contrasts; adjustment of text size and line spacing; and input using a keyboard.
• Plus, you can place transfer orders by phone. For this purpose, you can call our BBVA hotline at +49 (0) 69 5899644.

payment account information: You have various options for accessing information such as account balances and payment transactions (credits and debits from transfers, SEPA direct debits, etc.) via your payment account:

• You can access information about your payment account electronically, such as via online banking or banking apps. The electronic access options have various sensory channels, such as: descriptions of elements such as images and graphics that do not have text; optimization of contrasts; adjustment of text size and line spacing; and input using a keyboard. 
• You can also obtain information about your payment account by phone. For this purpose, you can call our BBVA hotline at +49 (0) 69 5899644.

Authentication methods and security features: You can use authentication methods and security features without barriers. This includes, for example: entering the PIN when using the payment card; entering the PIN when using online banking or banking apps; generating transaction numbers, such as when using the following procedures: text message TAN, generating a dynamic CVV (OTP code), biometrics (fingerprint, face recognition).

Banking apps: Banking apps have various sensory channels, such as: descriptions of elements such as images and graphics that do not have text; optimization of contrasts; adjustment of text size and line spacing; and input using a keyboard.

Debit card: The debit card has tactile elements. You can recognize that it is a debit card thanks to the tactile elements. This may not apply to debit cards issued before June 28, 2025. 28, 2025. Here the statutory transitional provisions apply.

3.2 Accessibility of this information

Here are this information's accessibility features: 

• We provide this information to you through various access options, more specifically, the following sensory channels: Bank website and App version.
• The contents of this information are in a language that is easy-to-understand. The language level B2 of the Common European Framework of Reference for Languages (CEFR) is not exceeded. Please note that This does not apply to the actual service contract, or to General Terms and Conditions (GTC) and the Pre-Contractual Information (VVI) associated with the service contract.
• The layout of this information has a special design: Font (Arial, font size 11), line spacing (15 pt.) with highlighted important texts, which were chosen to be as user-friendly as possible.

3.3 Accessibility of documents relating to our services

These are the accessibility features for documents related to our service (including this information):

• The documents are perceptible. That means that they can be displayed on the screen with a clear design and an understandable structure. Although text size cannot be adjusted directly in the document, users can enlarge the view using a document viewer or their browser's zoom function in order to make it easier to read based on their individual needs.
• The documents are provided in PDF/UA format (universally accessible PDF) and/or in an accessible web format (HTML compliant with WCAG 2.1). These formats enable conversion into other accessible formats and make the content accessible via multiple sensory channels.
• All non-text elements, such as images or graphics, contain alternative text descriptions (alt attributes or captions) so that the content is also understandable for people with visual impairments.

4. Market surveillance authority

Do you believe that our services are not meeting the requirements of the Accessibility Improvement Act (BFSG)? In this section we will inform of you who you can contact in this case. 

The competent authority is the Market Surveillance Authority of the Federal States for the Accessibility of Products and Services (MLBF).

The MLBF checks whether economic operators comply with certain legal requirements. We, as a banking company, are also monitored by the MLBF. If you experience problems using our services, you can submit a complaint to the MLBF. This may then initiate legal action against us (legal basis: Section 6 or Section 7 BFSG). In your request, you may claim that we are in breach of a requirement of the BFSG, or you can claim that we are violating a requirement of the Ordinance on the Accessibility Improvement Act (BFSGV, which was issued pursuant to Section 3 Paragraph 2 of the BFSG).

The MLBF's contact info is: 

Address: PO Box 3911 55, 39135 Magdeburg

Phone: (0391) 567 4530

Email: mlbf@ms.sachen-anhalt.de