Within 30 calendar days from the date of the missed payment, submit a written application:
• at a bank branch
• by email: info@alataucitybank.kz
In your application, include:
• IIN
• phone number
• description of your financial situation, including the reason for the delay, date, amount, and loan agreement number
• supporting documents
The bank will review your request within 15 calendar days and will either accept your proposed terms, offer alternative terms or decline the request with an explanation
If you have any questions, you can contact the bank at 7711 or +7 7272 58 77 11
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You can submit a written application to change your loan terms. The application must be submitted at a branch within 30 calendar days from the date of the missed payment.
The bank will review your request within 15 calendar days and will either:
• accept your proposed terms
• offer alternative terms
• or decline the request with an explanation
If the bank declines your request or you do not agree with the proposed terms, you can contact a financial ombudsman within 3 months to resolve the issue
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Loan restructuring is a change to the terms of a loan agreement in cases of financial hardship or overdue payments to make debt repayment more manageable
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You can apply for restructuring in the following situations:
• job loss
• salary reduction, delayed salary payments, or unpaid leave
• maternity leave or childcare leave
• temporary disability due to illness
• loss of a breadwinner, including the death of a family member, divorce, or other circumstances
• belonging to a socially vulnerable group
• other circumstances, including force majeure or emergencies
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You can contact a financial ombudsman to resolve the dispute before going to court and inform the bank about it. This must be done within 3 months from the date you receive the bank’s response — either a refusal or terms you don’t agree with.
Ombudsman contact details:
• +7 771 929 33 33
• +7 708 983 30 16 (WhatsApp)
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Yes, there are:
• your information will be reported to a credit bureau, which will affect your credit history and your ability to get loans in the future
• penalties will accrue for up to 90 calendar days — 0.5% of the overdue amount per day, but not more than 10% of the loan amount per year
• debt collection procedures may start, and funds may be withdrawn from your bank accounts
• the debt may be transferred to collection agencies for pre-trial recovery
• the debt may be sold to a third party
• the debt or collateral may be recovered through court proceedings
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Certain enforcement measures may be applied:
• a ban on notarial and registration actions with your property
• a restriction on leaving the territory of Kazakhstan
• seizure of movable and immovable property
• seizure of bank accounts across all banks in Kazakhstan
• withholding up to 50% of your salary to repay the debt
In addition to the debt repayment, you will also need to cover court fees, notary and postal costs, enforcement fees, and other related expenses
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In this case submit a request for loan restructuring or instalment repayment. The bank will withdraw the payment request on the next business daу after the debt repayment.
For more information about account restrictions, visit the bank’s website
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