The Shareholders' Department is committed with guaranteeing the delivery of quality information to shareholders with respect to their investment in Mercantil Servicios Financieros, C.A. and Mercantil, C.A. Banco Universal in an efficient and timely manner. Moreover, the department fulfills the requirements of regulators, in compliance with current legislation and the policies established by the Company. These policies are focused on risk reduction and service quality, supported by the experience and effort of its human resources.

Among the main inquiries from shareholders are:

• Payment of stock dividend
• Payment of cash dividend
• Account activity
• Certification of share balance (in the Shareholder's book and in the Caja Venezolana de Valores)
• Shareholders' meetings' information

Different communication channels are available to meet shareholders' needs:

By phone:       (58-212) 503-1690 By fax:       (58-212) 575-1734 By e-mail:       accionistas@bancomercantil.com Mailing Address:       Av. Andrés Bello, No 1, Edificio Mercantil, Piso 35,       Gerencia de Accionistas, Caracas 1050, Venezuela