Bank of China Macau Branch System Upgrade Frequently Asked Questions

Transcription

1 Bank of China Macau Branch System Upgrade Frequently Asked Questions 1. WHAT IS THE CORE SYSTEM? WHAT IS THE REASON FOR UPDATE THE SYSTEM? WHEN IS THE TEMPORARY SUSPENSION OF MAIN SERVICES? WHAT IS THE ADJUSTMENT OF SERVICE FEE AFTER SYSTEM UPGRADE?... 5 I. INDIVIDUAL/COMPANY/FINANCING INSTITUTION CUSTOMERS AFTER THE SYSTEM UPGRADE, ANY CHANGE(S) TO SAVINGS ACCOUNT SERVICE? HOW WILL THE CHANGE OF ACCOUNT NUMBER DIGITS AFFECT ME? HOW DO I KNOW MY NEW ACCOUNT NUMBER? WHAT IF I DO NOT CHANGE TO A NEW PASSBOOK? AFTER THE SYSTEM UPGRADE, WHAT ARE THE CHANGES IN TERMS OF PASSBOOK CONTENT? I HAVE CHANGED TO A NEW PASSBOOK, WHY THE TRANSACTIONS OCCURRED BEFORE THE SYSTEM UPGRADE COULD NOT BE PRINTED? AFTER THE SYSTEM UPGRADE, IS THE OLD DEPOSIT CONFIRMATION RECEIPT STILL VALID? WHAT IS THE CHANGE IN TERMS OF CONTENT? WOULD THERE BE ANY CHANGES TO THE BANK S NOTIFICATION FORMS OR BANK STATEMENTS? WHAT CHANGES WILL MAKE TO LOAN ACCOUNT AFTER SYSTEM UPGRADE? WILL THERE BE ANY EFFECT TO MY STATEMENT AFTER SYSTEM UPGRADE? ANY CHANGES TO BOC CARD DAILY WITHDRAWAL LIMIT? DURING THE SERVICE SUSPENSION PERIOD, CAN OVERSEAS BOC CARDS BEING USED THROUGH THE SELF-SERVICE MACHINES (ATM / CDM / BOC EXPRESS) IN BOC MACAU? AFTER THE SYSTEM UPGRADE, IS THE SPECIAL EXCHANGE RATE STILL AVAILABLE IF CREDIT CARD REPAYMENT IS MADE BY HKD? AFTER THE SYSTEM UPGRADE, HOW WILL IT AFFECT THE AUTO-PAY SERVICE FOR CREDIT CARDS ISSUED BY BOC (INTERNATIONAL) LIMITED?

2 15. DURING THE SYSTEM UPGRADE PERIOD, CAN THE BOC MULTI-CURRENCY CREDIT CARD BE USED? II. TRADE FINANCE BUSINESS CUSTOMERS WHAT IS THE DEADLINE OF TRADE FINANCE BUSINESS? ARE THERE ANY CHANGES OF TRADE FINANCE BUSINESS AFTER SYSTEM UPGRADE? III. ATMS, CDMS AND BOC EXPRESS WHAT IS THE IMPACT TO INDIVIDUAL CUSTOMERS, REGARDING THE BANK OF CHINA SYSTEM UPGRADE ON SELF-SERVICE MACHINES SUCH AS ATM? AFTER THE SYSTEM UPGRADE, ANY CHANGES FOR SELF-SERVICE CHANNELS IN TERMS OF SERVICES PROVIDED? WHAT SHOULD I DO FOR TRANSACTIONS/SERVICES (AS MENTIONED ABOVE) THAT CANNOT BE DONE IN SELF-SERVICE CHANNELS? WITH ACCOUNT NUMBER CHANGING FROM 12 TO LONGEST 17 DIGITS, WHAT NEEDS TO BE AWARE OF WHEN USING SELF-SERVICE CHANNELS? IV. BOC E-BANKING CUSTOMERS WHAT ARE THE IMPACTS OF BOC E-BANKING SERVICES DURING SYSTEM UPDATE? ARE THERE ANY CHANGES OF MY E-BANKING USERNAME AND PASSWORD? ARE THERE ANY CHANGES OF JOINT E-BANKING SERVICES? WHAT ARE THE CHANGES OF TELEPHONE BANKING AFTER SYSTEM UPGRADE? WHAT ARE THE CHANGES OF BOCNET(PERSONAL) AFTER SYSTEM UPGRADE? WHAT ARE THE CHANGES OF BOCNET(CORP.) AFTER SYSTEM UPGRADE? WHAT ARE THE CHANGES OF BOCNET(FINANCIAL INSTITUTIONS) AFTER SYSTEM UPGRADE? WHAT ARE THE CHANGES OF BOC MOBILE BANKING AFTER SYSTEM UPGRADE? WHAT ARE THE CHANGES OF BOC DIRECT AFTER SYSTEM UPGRADE? WHAT ARE THE CHANGES OF BOC WECHAT AFTER SYSTEM UPGRADE? V. REMITTANCE CUSTOMERS

3 1. WHAT ARE THE CHANGES TO THE BANK S REMITTANCE RECEIPTS AFTER THE SYSTEM UPGRADE? AFTER THE SYSTEM UPGRADE, ARE THERE ANY CHANGES TO THE POSTING OF A CREDIT TO MY ACCOUNT WHEN I RECEIVE AN (INWARD) REMITTANCE? HOW DO I MAKE A TRANSACTION INQUIRY ON THE OUTWARD REMITTANCE TRANSACTIONS AFTER THE SYSTEM UPGRADE? HOW DO I MAKE AN INQUIRY ON THE TRANSACTION DETAILS FOR AN INWARD REMITTANCE TRANSACTION AFTER THE SYSTEM UPGRADE? VI. MARGIN AND SHENG DIE TONG BAO CUSTOMERS WHAT S THE EFFECT ON CUSTOMERS CONTRACTS DURING THE TEMPORARY SERVICE SUSPENSION? CAN I MAKE INQUIRY ABOUT MY MARGIN ACCOUNT CONTRACTS OR MARGIN DEPOSIT DURING THE TEMPORARY SERVICE SUSPENSION? HOW? WHAT S THE EFFECT ON CUSTOMERS CONTRACTS OF SHENG DIE TONG BAO DURING THE TEMPORARY SERVICE SUSPENSION? WHY IS THE INVESTMENT RISK PROFILE OF OUR JOINT ACCOUNT DISAPPEARED/ CHANGED? VII. SECURITIES BUSINESS WHY THE GOOD-TILL-DATE OF PRE-SET SECURITY ORDER ONLY CAN BE SET UP TO MARCH 23, 2018?

4 1. What is the core system? The core system is used by the bank to handle its daily banking affairs and to update the accounts and other financial records. 2. What is the reason for update the system? To provide customers with high quality and efficient financial services, Bank of China Macau Branch will be performing system upgrade from 18:00 on March 23 (Friday) to 12:00 on March 25 (Sunday), We believe that the system upgrade will optimize the customers service experience. 3. When is the temporary suspension of main services? In order to cooperate with the system upgrade, our services will be temporarily suspended gradually. Please refer to the following temporary suspension timetable of the main services. (The other temporary suspension of BOC services and product please call BOC Service Hotline ). Banking Products and Services Suspension Time Resumption Time Sub-branches BOCNET/BOC Direct/BOC Mobile Banking/ Telephone Banking Services ATM CDM BOC Express March 23(Friday)15:00 March 23(Friday)18:00 Be suspended successively from March 20(Tuesday), for more information please visit our website March 26(Monday)normal business hours March 25(Sunday)12:00 March 25(Sunday)12:00 resume gradually BOC Debit Card March 23(Friday)18:00 March 25(Sunday)12:00 Outward Remittance MOP/HKD/RMB March 23(Friday)12:00 March 26(Monday)09:00 Other Currencies March 22(Thursday)12:00 March 26(Monday)09:00 Inward Remittance March 23(Friday)16:00 March 26(Monday)16:00 MOP/HKD/RMB Cheque of Other Local Banks March 23(Friday)09:00 March 26(Monday)09:00 Merchant Acquiring Service March 24(Saturday)01:00 March 25(Sunday)00:00 March 24(Saturday)07:00 March 25(Sunday)02:20 BOC Foreign Exchange Margin March 23(Friday)18:00 March 26(Monday)18:00 Sheng Die Tong Bao March 23(Friday)18:00 March 26(Monday)18:00 4

5 Foreign Exchange Forward March 22(Thursday)16:00 March 26(Monday)09:00 Spot FX Order/Sheng Die Tong Bao Order March 23(Friday)03:30 March 26(Monday)07:00 Spot FX March 23(Friday)18:00 March 26(Monday)07:00 Diao Qi Tong Bao March 9(Friday)16:00 March 26(Monday)09:00 Currency Link Investment January 31 (Wednesday) 17:00 March 26(Monday)09:00 Fund Structured Notes Trading(Haitong International Equity linked Notes Fixed Coupon Notes) Subscription of New Issued Stock Stock Pre-set Order (The good-till-date can only be set up to March 16, 2018) Foreign Stock Trading Be suspended successively from March 16 (Friday) 15:00 March 16 (Friday) 18:00 Be suspended successively from March 2 (Friday) 00:00 March 5 (Monday) 19:00 Be suspended successively from March 20 (Tuesday) 09:00 March 25(Sunday)12:00 March 25(Sunday)12:00 March 25(Sunday)12:00 March 25(Sunday)12:00 March 22 (Thursday) 09:00 Bond Buy/Sell Trade March 19 (Monday) 18:00 March 25(Sunday)12:00 Bond Trading, Services of Structured Notes March 16(Friday)18:00 April 3(Tuesday)09:00 Structured Financial Productions March 22(Thursday)16:00 March 26(Monday)09:00 BOC and Tai Fung Bank Universal Deposit and Transfer Service including BOCNET (Personal) March 21(Wednesday)18:00 March 25(Sunday)12:00 4. What is the adjustment of service fee after system upgrade? For optimize your service experience and upgrade the service level, the following BOC service charges will be adjusted from March 19, Thank you for your support: Services Original charge standard New charge standard Cashier s Order Other Bank Return Cheque HKD Cheque, HKD50.00 MOP Cheque, HKD Account, HKD20.00 MOP Account, MOP20.00 RMB/Foreign Currency Account,RMB20.00 MOP

6 Hong Kong Cross Border Cheque Collection(HKD/USD/RMB) Hong Kong Cross Border Cheque Collection(HKD) HKD10.00 MOP10.00 Hong Kong Cross Border Return Cheque(HKD) HKD50.00 Hong Kong Cross Border Cheque Collection(USD) HKD50.00 Hong Kong Cross Border Return Cheque(USD) HKD50.00 Cheque Collection Drawn on Uinted States USD Payment HKD50.00 CASH LETTER HKD50.00 HKD Payment Convert at the exchange rate of Convert at the exchange rate of T/T T/T HKD50.00 USD Payment +(20.00)note +(20.00)note FCS HKD (20.00)note HKD Payment +(20.00)note Convert at the exchange rate of Convert at the exchange rate of T/T T/T Return Cheque Drawn on USA HKD50.00 Note: Cheque Collection draw by FCS, amount between USD30.00-USD750,000.00, the charge USD20.00 will be deducted from the original amount by receiving bank. Cheque Collection Drawn on Other Countries Less than GBP50.00 (Not including GBP50.00) HKD Account, HKD50.00 MOP Account, Cheque Collection Drawn on England More than GBP50.00 (Including GBP50.00) HKD Account, HKD50.00 MOP Account, +(GBP5.00)Note +(GBP5.00)Note Return Cheque HKD

7 Cheque Collection Drawn on Singapore HKD Account, HKD50.00 MOP Account, Cheque Collection Drawn on Canada Cash Letter (Less than CAD10,000.00,not including 10,000.00) Collection (More than CAD10,000.00, including HKD Account, HKD50.00 MOP Account, HKD Account, HKD50.00 MOP Account, +(charge by receiving CAD10,000.00) +(charge by receiving bank)note bank)note Return Cheque HKD50.00 HKD Account, HKD50.00 Other Countries Collection MOP Account, +(charge by receiving bank) Note +( charge by receiving bank) Note Return Cheque HKD50.00 Note: the charge will be deducted from the original amount by receiving bank. I. Individual/Company/Financing Institution Customers 1. After the system upgrade, any change(s) to savings account service? After the system upgrade, you will need to replace your old passbook. The unprinted transaction record(s) and balance of the old passbook will be merged into one balance and being shown on the new passbook. Should you have inquiries about the unprinted transaction history, you can update your old passbook before our system upgrade, or check through BOCNET(Personal), or visit our sub-branches; March statements will be split into two, one before the 23 th and the other one after the 23 th. The account number will change from 12 digits to longest 17 digit. The transaction slip and passbook style will change. No other major differences, we will have more products and services after the system upgrade. 2. How will the change of account number digits affect me? 7

8 There is no impact. You can continue to use the old account number and the checkbook(s) that you already have. However, we would recommend you to use new account number after system upgrade. The new account number will change from 12 digits to longest 17 digit. All you have to do is making sure the account name is correct. 3. How do I know my new account number? You can get your new account number through the monthly statement, deposit slip and withdrawal slip. For the first time you visit our bank with your old passbook, we will issue a new passbook with the new account number and voucher number being printed. 4. What if I do not change to a new passbook? Due to the different formats of the passbooks, the transactions you make through the new system will not be able to print on your old passbook. Additionally, in order to avoid congestion, it is suggested not to rush to replace your old passbook(s) during the early stage after system upgrade. Thank you for your understanding and support. 5. After the system upgrade, what are the changes in terms of passbook content? The format. The transaction code (code description can be found in the last page of the passbook). Passbook can only be renewed when 100 transaction records are printed. The HKD account balance will be displayed on the new GOLD savings account passbook and trading of Gold savings will settle through HKD account. 6. I have changed to a new passbook, why the transactions occurred before the system upgrade could not be printed? This is because the printing format has changed after the system upgrade. If you wish to view the transactions history, you can check through BOCNET(Personal) or visit our sub-branches. 8

9 7. After the system upgrade, is the old deposit confirmation receipt still valid? What is the change in terms of content? Of course, and changes include: The digits of account number (from 12 to longest 17 digits). The digits of deposit number (from 8 to 5 digits). The format and style. 8. Would there be any changes to the bank s notification forms or bank statements? After the system upgrade, there will be changes to the format of our Bank statements, which include but not limited to: Savings Account, Cheque services, Term deposits or Loans services notification forms or statements, International Settlements and Trade Finance Services related notifications and statements, Remittance statements and other notifications issued by our institution. There will also be adjustments to the contents and related descriptions to the bank s receipts, which will not impact your account reconciliation activities. 9. What changes will make to loan account after system upgrade? Loan account number will extend from 12 digits to 15 digits, of which the 5 th to 12 th digits of the old account number are the same as the 7 th to 14 th digits of the new account, which shall not impact our banking services to customer. 10. Will there be any effect to my statement after system upgrade? The Current Account or Savings account Statement and the Consolidate Statement of March will be issued respectively on 23 March, 2018 and the original billing day. From 25 March, 2018, the Statement will be issued in new format on the account original billing day. The new statement will not affect your account balance checking. 9

10 11. Any changes to BOC Card daily withdrawal limit? The new daily withdrawal limit is per "Card", regardless the number of accounts containing. Before system upgrade After system upgrade No. of accounts per card The daily withdrawal limit 1 20, ,000 MOP60, , During the service suspension period, can overseas BOC cards being used through the self-service machines (ATM / CDM / BOC Express) in BOC Macau? Overseas BOC card holders will not be able to use our self-service machines (ATM / CDM / BOC Express) during the suspension period. We kindly suggest you to use other banks self-service machines. Sorry for any inconvenience caused. 13. After the system upgrade, is the special exchange rate still available if credit card repayment is made by HKD? If repayment is made through auto-pay service or other self-service channels such as BOCNET(Personal), Mobile Banking, BOC Direct (APP), WeChat Banking, BOC express, CDMs, ATMs, etc. Special exchange rate of HKD/MOP would still be available. However repayments being made through counter service in our sub-branches, standard rate (1.03 HKD/MOP) will be applied. We kindly advice you to use our self-service channels when making repayments. 14. After the system upgrade, how will it affect the auto-pay service for Credit Cards issued by BOC (International) Limited? For credit cards issued by BOC Credit Card (International) Ltd., only one settlement 10

11 account can be registered, which is consistent with all other auto-pay services. In other words, the second (back up) settlement account will be cancelled. Please be reminded to have sufficient balance in the settlement account for auto-pay service to proceed effectively. 15. During the system upgrade period, can the BOC multi-currency credit card be used? In order to carry comprehensive upgrade of the system, the service of BOC multi-currency Credit Card will have the following arrangements: (1) From 19:00 on 23/3/2018 to 12:00 on 25/3/2018, credit card inquiry and cash withdrawal service through Jetco ATM will be suspended; (2) On 25/3/2018, from 3:00 to 3:15, credit card transactions and ATM transactions cannot be processed; (3) From 14:00 on 24/3/2018 to 9:00 on 25/3/2018, the SMS notification service for credit card transactions will be suspended. II. Trade Finance Business Customers 1. What is the deadline of trade finance business? Please notice that deadline of application of trade finance repayment is 12:00 on March 23, Those applications before deadline will be processed on the day. Otherwise will be processed after 09:00 on March 27, The other trade finance business maintains normal processing. 2. Are there any changes of trade finance business after system upgrade? Start from March 26, 2018, the format of our notice and advice of trade finance business will be changed and the relevant content and description of the transaction will be a little bit different from before. Any inquiry will be welcome to contact our staffs of Trade Finance Department. On the other hand, the service of monthly auto-pay of interest will be cancelled. You may apply for any trade finance repayment if necessary. 11

12 III. ATMs, CDMs and BOC express 1. What is the impact to individual customers, regarding the Bank of China system upgrade on self-service machines such as ATM? Starting from March 20, 2018, all our offsite ATMs and CDMs in Macao will be suspended progressively. Our onsite ATMs, CDMs and BOC express will be temporarily out of service at 14:00 on March 23, 2018, and service is expected to resume gradually after 12:00 on March 25. From 16:00 on March 23, 2018 to 12:00 on March 25, 2018, BOC debit card(s) issued by the Bank of China-Macau Branch will be temporarily disabled in all regions (including Macao, mainland China and overseas), and service will resume after the system upgrade completely. During the system upgrade, all self-service channels need installing and testing. There will be several times of service suspension occur from the end of January to mid-march, please refer to Table 1 for the suspension arrangement. 2. After the system upgrade, any changes for self-service channels in terms of services provided? There are a few changes, as follows: RMB credit card repayment can be made through ATMs, and settled immediately. Application of checkbook(s)/monthly statement(s) through ATMs for BOC cardholders will be temporarily suspended. Jetco cardholders are not affected. Settings of SMS notification for debit cards transaction will be unavailable. Our ATMs will temporarily reject bank cards issued by JCB / FISC / Diner's Club / Discover, cards issued by other card organizations such as Jetco, UnionPay, Visa and Master are not affected; Our CDMs will temporarily stop e- wallet card top-up service. 3. What should I do for transactions/services (as mentioned above) that cannot be done in self-service channels? (1) Application of checkbook(s)/monthly statement(s) and setting of SMS notification 12

13 for bank card transactions can be done through our counters; (2) Customers with bank cards issued by JCB / FISC / Diner's Club / Discover is advised to use other ATMs; (3) E-wallet card top-up service is available at our counters, also available at BOC express for inquiries and non-cash top-up (top-up by debit card); 4. With account number changing from 12 to longest 17 digits, what needs to be aware of when using self-service channels? When inputting the account number, it is required to enter the last 15 digits of the 17-digit account number, that is, without entering the first two digits "00". If you do not remember the new 17-digit account number, you can also enter the old 12-digit account number. Number of digits supported 12 digits 15 digits 17 digits ATM CDM BOC express IV. BOC e-banking Customers 1. What are the impacts of BOC e-banking Services during System Update? Please be informed that in order to provide you with high quality and efficient financial services, we will be performing system upgrade from 18:00 on March 23 (Friday) to 12:00 on March 25 (Sunday), 2018., e-banking Services, including Telephone Banking, BOCNET(Personal), BOCNET(Corp.), BOCNET(Financial Institutions), BOC Mobile Banking, BOC Direct and BOC WeChat Banking, will be temporarily suspended during system upgrade. Significant changes will also be made on specific functions of e-banking Services. For more details, please scan this QR 13

14 Code. 2. Are there any changes of my e-banking username and password? For customers who have not modified the login password or transaction password of BOCNET since June 25, 2017, SMS and notifications have been issued by the Bank earlier last year. Unchanged passwords will no longer be available from March 24 (Sunday), 2018, and you are required to visit the Bank to reset passwords. If your password has been modified, you can continue use BOCNET services without difficulties. 3. Are there any changes of joint e-banking services? From March 24(Saturday), 2018, e-banking services including but not limited to Telephone Banking, BOC Mobile Banking, BOC Online Banking and Two-Factor Authentication Tools will no longer support joint e-banking Account. You can instead operate joint account via e-banking services under your own name for banking needs and we appreciate you can visit bank counter before March 24(Saturday), 2018, with the presence of all joint account holders to complete the procedure, otherwise the joint e-banking account services will be automatically terminated once expired. We appreciate your understanding and apologize for any inconvenience caused. For inquiries, please call BOC Service Hotline (853) What are the changes of Telephone Banking after System Upgrade? There are some changes of Telephone Banking after system upgrade, details are as follows: (1)Telephone Banking will no longer support joint e-banking Account. The joint e-banking account services will be automatically terminated once expired. (2)For your online transaction security, if you have not reset your e-banking password since June 25, 2017, your password will no longer be available from March 25,

15 and you are required to visit the Bank to reset passwords. (3)Bank Account s length will be changed (The Bank Account original consists of 12-digit will be expanded to 17-digit), Telephone Banking Account Enrollment method will follow the related changes. (4)Fixed Deposit Service s default maturity instruction is Renew principal and accrued interest, if needed, you can use Modify maturity instruction function to change the maturity instruction. (5)Closed subsidiary account(s) will no longer be displayed on Telephone Banking after system upgrade. (6)Service termination will be made on following functions: BOC card (modification of SMS alert), Fixed Deposit Service (Good planning deposit, inquiry of deposit which is due on specified date, set-up withdrawal status of call deposit). 5. What are the changes of BOCNET(Personal) after System Upgrade? There are some changes of BOCNET(Personal) after system upgrade, details are as follows: (1)BOCNET(Personal) will no longer support joint e-banking Account. You can instead operate joint accounts (saving / cheque / fixed deposit / stock / fund) via BOCNET under your own name for banking needs. Please visit our bank counter with the presence of all account holders to complete the procedure before March 24 (Saturday), (2)For your online transaction security, if you have not reset your login password or transaction password since June 25, 2017, your password will no longer be available from March 25 (Sunday), 2018 and you are required to visit the Bank to reset passwords. (3)The length of our bank account will extend from 12 digits to 17 digits (except FI and NHG account). You can get the information via Account Reference function located on the top-right corner of each webpage. (4)Significant changes have been made on the following functions: Account Transaction History, Fixed Deposit Transaction and Enquiry. (5)Inward remittance inquiry of transactions performed before system upgrade will no longer be available on BOCNET(Personal). You can instead contact BOC Service Hotline (853) or visit any of our sub-branches in person for inquiry. (6)Closed subsidiary account(s) will no longer be displayed on BOCNET(Personal) after system upgrade. 15

16 (7)Service termination will be made on following functions: online records, enquire cheque details, fixed deposit services of financial institution, enquire deposit details, set SMS service of BOC Card, exchange rate of D/D price and enquire the latest e-statement. (8)For more details, please scan this QR Code. 6. What are the changes of BOCNET(Corp.) after System Upgrade? There are some changes of BOCNET(Financial Institutions) after system upgrade, details are as follows: (1) For your online transaction security, the login or transaction password (if applicable) of BOCNET (Corp.) will be expired on March 25, 2018 if it has not been modified since June 25, Please change it at your earliest convenience and before 16 March (Friday), Once expired the Primary User(s) is(are) required to visit the Bank to reset passwords before continue, and the password(s) of Delegate User(s) must be reset by the Primary User(s). (2)The length of bank account will extend from 12 digits to 17 digits, and the new account format will be shown on BOCNET (Corp.) after system upgrade. (3)Significant changes have been made on the following functions: Enquire Account History, Enquiry Group Account History, Enquire Loan Limit, Outward Remittance- USD remittance restrictions, Operation flow has been modified on payroll debit procedure, fixed deposit placing and enquiry procedures. (4)Service termination will be made on following functions: Banking Services - Today Account Information, Group Cash Management - Inquiry Today Account Transaction, Available limit of current account balance enquiry, Fixed deposit services to financial institution customers, exchange rate of D/D price, Enquiry of return remittance result, Enquiry of bank counter outward remittance, Batch Direct-Debit - Enquiry of Tenant Information & Enquiry of Counter Payment. (5)The enquiry date of cheque collection enquiry and inward remittance enquiry cannot be earlier than March 25 (Sunday), (6)Closed subsidiary account(s) will no longer be displayed on BOCNET(Corp.) after 16

17 system upgrade. (7)For more details, please scan this QR Code. 7. What are the changes of BOCNET(Financial Institutions) after System Upgrade? There are some changes of BOCNET(Financial Institutions) after system upgrade, details are as follows: (1)If you have not reset your login password or transaction password since June 25, 2017, your password will no longer be available from March 25 (Sunday), 2018 and you are required to visit the Bank to reset passwords. (2)The length of our bank account will be extended from 12 digits to 17 digits. You can check your new account number via Account Enquiry, or call your relationship manager for details. (3)Significant changes have been made on Account Transaction History function. (4)Designated type of subsidiary accounts will no longer support enquiry service on BOCNET(Financial Institutions). (5)Closed subsidiary account(s) will no longer be displayed on BOCNET(Financial Institutions) after system upgrade. 8. What are the changes of BOC Mobile Banking after System Upgrade? There are some changes of BOC Mobile Banking after system upgrade, details are as follows: (1)BOC Mobile Banking will no longer support joint e-banking Account. The joint e-banking account services will be automatically terminated once expired. (2)If you have not reset your login password or transaction password since June 25, 2017, your password will no longer be available from March 25 (Sunday), 2018 and you are required to visit the Bank to reset passwords. (3)The length of our bank account will be extended from 12 digits to 17 digits. You can check your account number reference via Assistant AC NO Reference, or 17

18 call BOC Service Hotline at (853) (4)Significant changes have been made on the following functions: Account Transaction History, Fixed Deposit Transaction and Enquiry. (5)Service termination will be made on following functions: Fixed Deposit Services of Financial Institution, Enquire Deposit Details and BOC Card Set SMS Service. For more details, please scan this QR Code. 9. What are the changes of BOC Direct after System Upgrade? There are some changes of BOC Direct after system upgrade, details are as follows: (1)The length of bank accounts will be extended from 12 digits to 17 digits. You can check your account number reference via Profile AC NO Reference. For inquiries, please call BOC Service Hotline (853) (2)You can only register BOC Direct with BOC Card or BOCNET(Personal) during 06:00-23:00. (3)You can set the transaction limit of BOC Direct including transfer and payment via Profile Transaction Limit. (4) Banking and Fund pages have been enhanced. (5)For more details, please scan this QR Code. 10. What are the changes of BOC WeChat after system upgrade? After system update, only BOC Credit Card notification will be pushed by BOC WeChat. BOC Card (ATM Card) notification will no longer be available on BOC WeChat, whilst BOC Card (ATM Card) SMS will still be available. 18

19 V. Remittance Customers 1. What are the changes to the bank s remittance receipts after the system upgrade? After the system upgrade, there will be changes to the format, contents and description on your outward and inward remittances, intermediary bank payment receipts. However, there will be no impact to the way you submit your remittance applications to our sub-branches. 2. After the system upgrade, are there any changes to the posting of a credit to my account when I receive an (Inward) remittance? To increase transparency in our fee structure, the remittance amount and associated fees (if applicable) will be separately displayed on your account. In other words, each remittance amount that has been credited to your account (Inward Remittance) and each withdrawal record (bank charges incurred) will appear as separate items on the account. You can log into your online banking account, search for the specified transaction via Transaction Records-Account History, and it will display the associated fees related to the transaction. Alternatively, you can also visit you opening Store location, and request for a printout of the Credit Confirmation of Inward Remittance (under the field Our charges ) at our branch teller. 3. How do I make a transaction inquiry on the Outward remittance transactions after the system upgrade? If you perform an Outward Remittance transaction on or after March 26, 2018 (inclusive) through our branch teller, you can make a transaction inquiry by visiting the same sub-branch where the transaction was originally performed. Due to confidentiality reasons, other sub-branches will not be able to provide the inquiry results for the respective remittance transaction(s). 19

20 If you perform an Outward Remittance transaction on or after March 26, 2018 (inclusive) through BOC s Online Banking, you can make a transaction inquiry through BOC s Online Banking portal to search for the transaction s details. Alternatively, you can visit you opening Store location to make a transaction inquiry. Due to confidentiality reasons, other sub-branches will not be able to provide the inquiry results for the respective remittance transaction(s). 4. How do I make an inquiry on the transaction details for an Inward Remittance transaction after the system upgrade? If you have received an (Inward) remittance and funds have been credited to your account on or after March 26, 2018 (inclusive), you can log into BOC s Online Banking portal and search for the respective transaction details by selecting Enquire Inward Remittance. Alternatively, you can visit your opening Store location to make a transaction inquiry. Due to confidentiality reasons, other sub-branches will not be able to provide the inquiry results for the respective remittance transaction(s). VI. Margin and Sheng Die Tong Bao Customers 1. What s the effect on customers contracts during the temporary service suspension? BOC Foreign Exchange Margin Service will be temporarily suspended starting 18:00, March 23, 2018 (Friday). All orders will be automatically canceled at 18:00, March 23, We will only provide auto-margin top up and forced liquidation service during the temporary service suspension. If you haven t set up auto-margin top up function, until the BOC Foreign Exchange Margin Service is resumed, you can call through BOC Foreign Exchange Margin Trading Line ( , or ) to conduct manual margin top up and any other emergency services after verifying your identity. During the temporary service suspension, the Foreign Exchange Market is still functioning; the foreign exchange rates are continuously changing. Please maintain sufficient margin fund before the service suspension start in case of any financial market risks. 20

21 2. Can I make inquiry about my margin account contracts or margin deposit during the temporary service suspension? How? You can t check your margin account contracts or margin deposit status through Margin fx Trader Station (the BOC Foreign Exchange Margin Online Trading software) during the temporary service suspension. If needed, please call BOC Foreign Exchange Margin Trading Line ( , or ) to make inquiries after verifying your identity. 3. What s the effect on customers contracts of Sheng Die Tong Bao during the temporary service suspension? Sheng Die Tong Bao will be suspended at 18:00 a.m. on Friday, March 23, 2018, Spot FX order will automatically expires at 03:30 a.m. BOC will not perform the function of automatic filling/willing to warehouse during the temporary service suspension, but foreign exchange market will still operating. Foreign exchange prices will continue to change until the service resume (at 07:00, March 26,2018). The open positions held by the customer may face the risk of being cut off, after cutting the warehouse, there may be explosive positions. The customer is still responsible for the damage caused by the explosion. Customers are requested to do the risk management of margin requirement before the temporary service suspension. 4. Why is the Investment Risk Profile of our joint account disappeared/ changed? After the system upgrade, the Investment Risk Profile of joint account will be determined by the lowest individual Investment Risk Profile of every account holders within the joint account. In case if there is one or more than one account holders that do not have an individual Investment Risk Profile, then the Investment Risk Profile of joint account will be treated as no Investment Risk Profile. Customers can create/ update individual Investment Risk Profile through BOC Online Banking (Personal) or visit our sub-branches to fill out Investment Risk Profiling Questionnaire. 21

22 VII. Securities Business 1. Why the good-till-date of Pre-set Security Order only can be set up to March 23, 2018? Because of the system upgrade, from March 5, 2018 to March 25, 2018, the good-till-date of Pre-set Security Order can only be set up to March 23, The function will be continued to operate as usual from March 25, Kindly Reminder If you want to know more information, or have any inquiries, you can contact us through: 1. Call our Service Hotline (853) Visit our website 3. Send to 4. Please note the notification letter, SMS and that we have send to you before system upgrade. 5. If there is any inconsistency or conflict between the English and Chinese versions, the Chinese version shall prevail for all purposes. Bank of China Macau Branch reserves the right to make the final decision. 22