This consumer information form has been prepared in accordance with Article 48 of the Regulation on Payment Services and Electronic Money Issuance and Payment Service Providers ("Regulation"), published in the Official Gazette dated 01.12.2021 and numbered 31676, and aims to provide you with necessary information regarding your rights under the payment services provided by BPN Payment and Electronic Money Services Inc. ("BPN").

Information about BPN

Company name : BPN Ödeme ve Elektronik Para Hizmetleri Anonim Şirketi

Address : Maslak Mah. AOS 53. Sok. No: 7/1 İç Kapı No: 2-3 Sarıyer/İstanbul

Mersis No : 0187064054500011

Phone : 0850 305 36 66

Web Site : https://www.bpn.com.tr / www.kliq.com.tr

E-mail Address : [email protected]

CONSUMER RIGHTS

1- Application to BPN

BPN provides electronic fund transfer, withdrawal from the Kliq payment account, deposit to the payment account, and prepaid card services within the scope of domestic and international money transfer services, bill payment services, and electronic money services. If you believe that BPN has provided these payment services contrary to the laws, contracts signed with you, and practices published under the "TERMS AND CONDITIONS" section on the www.kliq.com.tr website, you can first notify your requests and complaints to BPN via the phone number +90 850 305 36 66 or the email address [email protected].

2- Application to the Association of Payment and Electronic Money Institutions (TÖDEB)

In case of a dispute arising from the services we provide (of an individual nature, thus not falling within the scope of commercial activities), you have the right to apply to the Association of Payment and Electronic Money Institutions (“TÖDEB”) Consumer Dispute Resolution Board within two years from the date of the transaction or action subject to the dispute and, if your application has not been answered within 20 days from the date of your application; if your application is negatively answered or if you find the response insufficient, within 60 days from the date of the response, in accordance with the Regulation on the Principles and Procedures of the TÖDEB Consumer Dispute Resolution Board. You can access the application form for the TÖDEB Consumer Dispute Resolution Board from the link below or the website www.todeb.org.tr. The form can be electronically submitted via the www.todeb.org.tr address upon completion of the relevant information and uploading the necessary documents. https://todeb.org.tr/hakemheyetibasvuruformu/ You can access detailed information about the application to the TÖDEB Consumer Dispute Resolution Board by clicking here. You can also review the Information Brochure.

3- Legal Remedies

In addition to applying to TÖDEB, or without applying to TÖDEB, you have the right to resort to legal remedies. The authority to which you will apply depends on the amount of the dispute. If you wish to go directly to court without initiating enforcement proceedings, for disputes amounting to less than 66,000 TL for the year 2023, you must apply to the Provincial or District Consumer Arbitration Committees where your domicile is located or where the consumer transaction is made. Monetary limits are determined annually. For disputes exceeding this monetary limit, you will be able to file a lawsuit in Consumer Courts. Before filing a lawsuit in Consumer Courts as a consumer, you must FIRST apply for mandatory mediation for consumer disputes and wait for the mediation process to end. Otherwise, your lawsuit as a consumer will be rejected due to lack of a mandatory lawsuit condition. If you initiate enforcement proceedings without filing a lawsuit for the collection of the dispute amount as a consumer, in case of objection, you must file a lawsuit to continue the enforcement proceedings. Before filing such a lawsuit in the Consumer Court, regardless of the amount of the dispute, you must FIRST apply for mandatory mediation for consumer disputes and wait for the mediation process to end. Otherwise, your lawsuit will be rejected due to lack of a mandatory lawsuit condition.

4- Innovative Payment Methods

In addition to offering bill payment services and domestic and international money transfer services, BPN also creates registered payment accounts as an Electronic Money Institution on behalf of Customers. You can perform your domestic or international cash transfer transactions at BPN Representatives using the Kliq account you have created within BPN. You can also transfer the money in your Kliq account to accounts held at banks operating within the scope of Banking Law numbered 5411 within the borders of the Republic of Turkey.

5- Alternative Access Channels to Payment Services

Some banks operating within the scope of Banking Law numbered 5411 offer bill payment services and can also perform domestic and international money transfer transactions for sending cash, similar to payment institutions. However, we would like to point out that there may be differences between the payment services offered by banks and payment and electronic money institutions in terms of Customer Fee, completion time of the transaction, etc.

6- Assurance of Fair and Transparent Pricing BPN may charge transaction fees from its customers for the payment services it provides.

The fee list for payment service transactions is available in the "Fee & Limits" list published at https://www.kliq.com.tr/. You can also access it from the payment form. In addition, necessary information is provided regarding the transaction fee before/upon initiation of the transaction by BPN Representatives or via the mobile application. BPN may change the Transaction Fees depending on the type and nature of the payment service transaction. Payment service transactions are not carried out without the consent of the Customer.

7- Security and Protection Against Fraud

a) Online Shopping Fraud

Fraudsters advertise non-existent or non-owned goods or services or try to mimic reputable brands' websites to appear as a legitimate company.

• Fraudsters create a completely authentic-looking fake website.
• They may ask you to make payments directly to bank accounts through methods like EFT and wire transfer. However, the products you paid for will never arrive.
• They may ask for your card details for payment. In this case, they can steal your card details and make you a victim.

b) Fraud through Social Engineering Methods

In this method, fraudsters use imitation (police, prosecutor, bank), influencing (campaign, chip points, dues refund), and convincing abilities to obtain information from you or make you perform requested actions.

• The fraudster introduces themselves as a public official (police, prosecutor, judge, etc.) and tries to persuade you to transfer money, enter your card PIN, or provide your identity information by scaring you with statements such as having a relationship with a terrorist organization or your bank accounts being used by a terrorist organization, etc.
• You receive an unexpected call about a problem with your card or a refund you never expected.
• They may ask you to confirm your payment or bank account details to earn chip/points or receive a refund
• They can be very convincing and offer irresistible opportunities, claiming that the offer is only valid for you.
• To gain your trust, they can provide external card numbers or examples from your banking transactions.
• Fraudsters can call you using numbers similar to call center numbers you are familiar with. Even if the caller introduces themselves as a public or bank employee, if you are asked to share your personal information or click on a link sent via SMS, please hang up to check if the calling number is a real call center number. In suspicious situations, you can contact us at 0850 305 36 66 from our Customer Communication Center 24/7.

c) Social Media Fraud

Fraudsters can take over social media accounts and impersonate the account owner. After gaining access to the account, they can contact the account owner's friends and family and deceive them into sharing their money, credit card, or financial account details by exploiting their friendship and closeness.

d) Email Scams

You received an email communication from a well-known individual or company requesting you to take action. Email fraud is a commonly used method of fraud. Fraudsters who use this system may try to manipulate you using different methods.

• They may ask you to click on a link for obtaining more information, requesting a refund, tracking a shipment, or dealing with unpaid invoices.
• You might be prompted to download something. The file in the link provided for download may appear to be a normal file but is actually malicious software designed to infiltrate your computer or phone.
• This software can install itself on your device, allowing fraudsters to access your personal information, account details, and/or money.
• Lastly, they may try to redirect previous financial transactions between you and the legitimate sender to a different account, using urgent or important language to pressure you.
• Fraudsters may alter the sender's email address in a way that isn't immediately noticeable, using hidden or invisible characters to make it seem like the email is coming from a legitimate institution or bank. Even if it appears to come from a trusted source, it's essential to be cautious of any emails requesting you to click on a link or download something. You can verify the sender's email address by clicking on the sender details or hovering your mouse over the address to check for hidden characters. In suspicious situations, you can reach out to us at our Customer Contact Center at 0850 305 36 66, available 24/7.

e) Smishing-Phishing

Do not click on any links from numbers not associated with Kliq. Avoid entering your personal information, passwords, card numbers, or PINs on pages accessed by clicking on links received via SMS or email.

f) Remote Access Scams

Remote access is a way in which scammers can convince you to grant them control over your computer, even from a distance. They might:

• Suddenly call you, claiming to be from a technical support provider, a major telecommunications or computer company, insisting on remotely accessing your computer/phone to solve a problem.
• Claim to be from a financial institution, insisting on accessing your computer or phone remotely to allow you to use your rights, such as rewards, refunds, or free credits.
• Ask you to download an application from the link they send.
• Request that you accept a remote access request on your phone after sharing your device's address in the downloaded application.
• Request personal information, passwords, or bank/credit card details necessary for accessing financial applications during the transaction or direct you to use this information to access financial applications.
• Join you into a conference call on the phone, allowing them to respond to any notifications/calls coming to your device.
• Do not share your personal information, payment details, or financial account information with anyone unless the phone call is from a trusted source.
• Do not download applications from environments outside of your device's official application store (Google Play, App Store). Applications downloaded from outside the application market may cause harmful software to infect your phone.

g) Malware Software Scams

Scammers reaching out to financial institution customers through various internet sites (adult content, dating, betting, etc.) can convince individuals to download various files, photos, or applications to their devices. Or by publishing seemingly harmless and up-to-date applications (virus tests, currency converters, games, etc.) on smartphone application markets, they can gain access to people's devices.

Installed on computers, laptops, smartphones, or tablets, these applications can not only capture financial institution customers' passwords, personal information, and one-time passwords but also block access to the real person's financial application.

• Keep your devices up-to-date at all times.
• Make sure to acquire a good anti-malware application.
• Do not download files, games, or applications from any source you don't trust. If you encounter such a situation, we recommend that you immediately reset your device to factory settings without storing any data