We are here to help you!

Amid the situation of the Coronavirus (COVID-19), we are doing our utmost to keep our customers informed. 
We have listed the most asked questions here:

1. Do all clients qualify for the Relief Plan?
Aruba Bank N.V. introduced a RELIEF PLAN for those customers who are experiencing loss of income because of the COVID- 19 crisis. To give priority to those customers who are in most urgent need of financial support, Aruba Bank N.V. will assess each request on a case-by-case basis. As a result, and at the sole discretion of Aruba Bank N.V., only those customers who need assistance will be approved to receive the relief offered. Corporate clients with a loss of income should contact their Account Manager.

2. How can I apply?
Customers who wish to apply for a relief, please proceed to schedule an appointment via our Contact Center at +297-527-7777.

3. Can I apply for the Relief Plan for all my loans?
The relief plan applies to all existing loans, for clients with a loss of income. The Relief Plan is not applicable for Credit Card payments or insurances.

4. Will my monthly payments increase?
All loan installments payments will be extended by at least the amount of months that you have been granted a relief for clients with a loss of income, so that the monthly payment will not be affected.

5. How will this affect my mortgage or loan payment at the end of the relief period? 
In the case of a moratorium on a loan or mortgage, the unpaid interest is capitalized, so the effect of the relief will depend on the outstanding balance of the mortgage and the remaining repayment term of your loan. Each response will vary according to the assistance you receive.
 
6. I have not experienced a loss of income, but I worry about what may happen in the coming months. Can I still apply for the Relief Plan now?
As soon as you experience a significant loss of income AB will be able to assist you. We do not encourage customers to seek relief if their household income remains unaffected.

7. If I do not make use of the Relief Plan now and later on I feel that I should make use of it, can I still apply for the Relief Plan?
Yes, the client with a loss of income may decide to apply later. An appointment can be made via our Contact Center at +297-527-7777 or E-appointment via our website, www.arubabank.com.

8. Can I pay interest only or make partial payments towards my loans?
Yes, this is possible. Aruba Bank N.V. will assess each request on a case-by-case basis.

9. What can I do if I am interested in the Relief Plan but not for all my loans? 
The client with significant loss of income should contact the bank via our Contact Center at +297-527-7777.

10. Will I need to provide a proof of loss of income?
Yes, this is necessary.

11. How long does it take to process the Relief request?
All relief requests are processed prior to the next payment due date. The customer will be contacted by the representative that assisted with the request. 

12. How does a customer without a Current Account access his/her funds?
We are doing our utmost to ensure that all Aruba Bank N.V. customers without a Current Account (with a Savings Account) receive a debit card (ATM). This card will be delivered to the customer personally. The customer will receive a guide to help him/her to use the card at an ATM machine. Please note that the card extended to the Savings Account holder can only be used to withdraw funds at an ATM machine, not to make purchases at a POS. For more information please call our Contact Center at 527-7777.

13. Smart Deposit Machine – utilities payment: How do you make bill payments at the Smart Deposit Machine?
1. Insert your debit card
2. Select “Bill Payment”
3. Select type of payment: a. Pay from account
                                           b. Pay with cash deposit
4. Select the utility company
5. Fill in the sum of payment 
6. Scan the barcode on the receipt
7. Confirm if the sum is correct 
8. Wait for the machine to process the payment 

14. What are the service hours of your Contact Center?
Our Contact Center is open from Monday to Friday from 8am until 6.30pm, Saturdays from 9am until 5pm and on Sundays from 9am until 1pm. 

15. Why did my SWIFT Transfer not go through?
In order to protect the foreign exchange reserves, the Central Bank of Aruba (CBA) announced the suspension of the issue of foreign exchange licenses for outgoing capital transactions.

16. Who can conduct SWIFT transfers? 
Natural persons and legal entities, residents with accounts at Aruban banks.

17. What type of SWIFT transfers are permitted?
Special foreign exchange licenses/statements already issued will remain in full force. Transfers abroad for which no special foreign exchange license is required can take place as usual. This also applies to transactions arising from capital transactions entered before March 17, 2020 and falling under the general exemption of AWG. 300,000 for natural persons and AWG. 750,000 for legal entities. These concerns, for example, repayments on loans taken out before March 17, 2020 and not exceeding the applicable threshold amounts.

18. Which SWIFT transfers will not be processed? 
1. Provision of loans to non-residents;
2. Early repayment of previously received foreign loans;
3. Investments abroad;
4. Participation of a resident in a foreign company;
5. Acquisition of real estate located in Aruba or abroad from non-residents;
6. Transfers to one’s own bank account abroad by natural persons;
7. Transfers to one’s own bank accounts abroad by legal and other entities;
8. Current account transfers to foreign parent, subsidiary, or sister company by legal entities;
9. Distribution of dividends or profits to non-residents; and
10. Other capital transactions that, in the opinion of the CBA, can be considered equivalent to the above, including gifts, donations and inheritances.

19. What back-up document do I need to deliver for each SWIFT transfer that goes to a foreign bank account?
1. Invoice(s)
2. Rental Agreement(s)
3. Credit Card Statement (s)
4. Purchase Agreement(s)
5. Mortgage Agreement(s)
6. Loan Agreement(s)

20. How can I apply for an Aruba Bank debit (ATM) card? 
To apply for a new ATM card or a renewal card, the customer must fill in the form provided by Contact Center. This form must be signed and sent back with a picture copy of a valid ID to info@arubabank.com. A form can be requested by calling 527-7777, sending an email to: info@arubabank.com, or a chat message via WhatsApp 592-7777. 

21. I have applied for the Financial Relief and have not received a response, what should I do? 
Customers who applied for the Financial Relief and have not received a response, should contact our Contact Center at +297-527-7777. 

22. I have applied for the Financial Relief and my account was debited, what should I do? 
Customers who applied for the Financial Relief and have not received a response, should our Contact Center at +297-527-7777.

23. Where can I request a Standing Order cancellation form?
A form can be requested by calling 527-7777, sending an email to: info@arubabank.com, or a chat message via WhatsApp 592-7777. 
 
24. How do I cancel my Standing Order (f.e. FCCA, Island Finance)? 
To cancel a standing order, the customer must fill in the form provided by Contact Center. This form must be signed and sent back with a copy of a valid ID to: info@arubabank.com. 
*Please note that FCCA requires that the customer apply to receive the Grace Period at FCCA. The customer will receive a confirmation letter from FCCA; this letter needs to be included. *
 
25. What documents do I need to send to cancel my Standing Order? 
A copy of the following documents must be sent:
a.   Cancellation form filled in completely and signed by petitioner
b.   Copy of valid identification of petitioner
c.   Cancellation letter of FCCA, Island Finance or other companies if applicable
*Please note that for FCCA the customer must apply to receive the Grace Period at FCCA. The customer will receive a confirmation letter from FCCA; this letter needs to be included. *