Frequently asked questions

Question 1

Answer

You may submit an application for restructuring upon providing documents confirming the circumstances (facts) that caused the delay in fulfilling the obligations under the bank loan agreement, as well as the deterioration of your financial and/or social situation.

• Certificate of registration of the borrower as unemployed (it is recommended that the date of issue of the certificate does not exceed 10 (ten) calendar days);
• Certificate of the borrower’s income for the last 6 (six) / 12 (twelve) months (for individual entrepreneurs under the simplified tax regime), issued by the employer, reflecting a decrease in the borrower’s average monthly income for at least two months preceding the month of the borrower’s application or the appointment of targeted social assistance;
• Statement from the Unified Accumulative Pension Fund on the borrower’s inflows and transactions for the last 6 (six) / 12 (twelve) months (for individual entrepreneurs under the simplified tax regime), reflecting a decrease in the borrower’s average monthly income for at least two months preceding the month of application or the appointment of targeted social assistance;
• Employer’s statement confirming termination of the employment contract or granting unpaid leave to the borrower;
• Medical certificate / sick leave confirming temporary disability of the borrower;
• Document confirming the borrower’s leave due to pregnancy and childbirth, adoption of a newborn child(ren), as well as unpaid leave for childcare until the child reaches three years of age;
• Certificate of temporary disability, certificate confirming illness of close relatives or the spouse of the borrower;
• Death certificate / confirmation regarding close relatives or the spouse of the borrower;
• Notarized rental agreement concluded with the borrower, indicating the payment terms and schedule;
• Documents confirming material damage suffered by the borrower as a result of an accident or unlawful actions of third parties (theft of goods in turnover or other property used by the borrower for entrepreneurial activities);
• Official documents confirming the occurrence of force majeure circumstances;
• Disability certificate of group 1, 2, or 3 for the borrower or close relatives/spouse of the borrower;
• Decision by the authorized state authority regarding the seizure of the borrower’s accounts;
• Collection orders, court rulings related to the borrower;
• Other documents confirming the deterioration of the borrower’s financial condition.

Question 2

Answer

You can apply for loan restructuring at any branch of the Alatau City Bank.

Question 3

Answer

If you encounter difficulties in servicing and repaying your loan previously obtained from Alatau City Bank on time, you are kindly requested to contact the bank.

For questions regarding the settlement of loan arrears, as well as the application procedure and its processing, you can contact the bank using the most convenient way for you:

personal visit to any bank branch throughout Kazakhstan;
calling to 24-hour contact centre by 7711 (mobile number) and 8 (717) 258-77-11 (landline number)

Please note: contacting the bank in good time will enable you to resolve your loan difficulties as efficiently as possible and work with the bank to find a way to return your payments to the repayment schedule.

Question 4

Answer

For questions on settlement of loans arrears, as well as on procedure of application and consideration thereof, you may apply to the Almaty branch of the Bank at d. Astana str. Sarayshik, d.

Operation mode: Monday - Friday: 09.00-18.00 (lunch break 13.00:14.00), Saturday/Sunday: day off.