CCB Customers FAQs

Customer Service

FAQs for Customer Service

Help and support

Frequently asked questions

Need help? You can always contact us for any questions you have. But before you do, take a look at our FQA list or use our new chatbot service to see if your questions have already been answered.

What will change from 16 September 2019 for Hellenic Bank and former Cyprus Cooperative Bank (former CCB) customers?

On 16 September 2019, the former CCB operations will be fully integrated into the Hellenic Bank systems. Therefore, from that date onwards, customers will be served from any Hellenic Bank branch throughout Cyprus.

How can I contact Hellenic Bank?

You can contact the Customer Contact Centre on 8000 9999 or +357 22500500 (if calling from abroad), visit our website at https://www.hellenicbank.com or any Hellenic Bank branch during working hours. You can also contact us through the Bank's social media pages (Facebook, Twitter).

How can I find out who my account manager is? How can I contact him?

By calling our Customer Contact Centre on 8000 9999 or +357 22500500 (if calling from abroad) or visiting any Hellenic Bank branch, our associates will provide you with the contact details of your account manager.

Will I be able to transfer my accounts to a branch of my choice?

You can enjoy our services at any branch belonging to the largest network in Cyprus, but you can also be transferred to any branch of your choice.

Will my account number change? How can I find out my new bank account number?

The account number will change.However, we stress that your current account number remains valid and the integration will not affect your usual transactions. Regarding your new account number, you will receive a relevant letter after 16 September 2019. You will also be able to find out your new account number from any Hellenic Bank branch, from the Customer Contact Centre or, if you are a subscriber, via our Web Banking and Mobile App.

Will my bank account’s ΙΒΑΝ and BIC change?

Yes, they will change. This, however, will not affect your transactions, as your account’s previous IBAN and BIC will also be valid.

The new IBAN will appear on September’s Monthly Account Statement, which we will be sending you after 16 September 2019. The new BIC is HEBACY2N, which can be used with the new account which will be communicated to you.

You can also find out your account’s new IBAN and BIC from any Hellenic Bank branch or, if you are a subscriber, via Web Banking / Mobile App. To receive a certificate with your new IBAN, you can contact the Customer Contact Centre on 8000 9999 or +357 22500500 (if calling from abroad).

I am already a customer of Hellenic Bank as well as a customer of former CCB; does this mean I will now have two different customer numbers?

Only the Hellenic Bank customer number (CIF) will be retained for our common customers. Therefore, all your accounts with former CCB which had been transferred to Hellenic Bank on 3 September 2018 will be transferred under the current Hellenic Bank customer number. If you are not able to view all of your accounts please contact your branch. Moreover, if you have a joint account with another holder(s), you will have different customer numbers.

If I have one current account with Hellenic Bank and one with former CCB, will I now have two current accounts?

Yes, you will have two current accounts. The account type will remain the same.

Will I be served using the old account number I had with former CCB?

Yes, you can also be served using your old account number. At the same time, you will also be able to obtain your new account number from any Hellenic Bank branch, from the Customer Contact Centre or, if you are a subscriber, via Web Banking and Mobile App if you are a subscriber.

Will the limits on accounts and cards remain the same?

Yes, the limits on your accounts and cards will remain the same.

Will facilities/overdraft limits/loans/card limits etc. be transferred with the same terms?

Yes, all your banking credit facilities will be transferred without any changes.

Will I have to sign additional documents for the transfer of my accounts?

No, you will not have to sign additional documents for the transfer of your accounts.

Will I be able to use my current chequebook and until when?

Your current chequebook will remain valid until . When you order a new chequebook after 16 September 2019, it will be issued with your new account number.

Will the current Direct Debits and Standing Orders (loan instalments, SEPA Direct Debits and other Standing Orders) I have set up in my account still be valid?

All current Direct Debits and Standing Orders you have already set up in the former CCB systems will be transferred to Hellenic Bank systems and will be fully valid.

Will the commissions/fees remain the same or will those of Hellenic Bank apply?

A new, unified table of tariffs & charges will apply from 16 September 2019. The new table will be available on the Hellenic Bank website at https://www.hellenicbank.com/el/charges and printed at all branches.

Will I keep receiving monthly statements of my account?

Customers that already receive monthly statements will continue to do so. Customers who are also subscribers on our digital channels (Web Banking /Mobile App) will be receiving monthly statements on Web Banking.