Customer Guide & Frequently Asked Questions

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2 Contents All Customers... 5 Why is there a service interruption on the 3 rd weekend of November 2013?... 5 When is this taking place?... 5 What are the types of banking services that will be affected?... 5 Will there be a notification to customers on the scheduled downtime? If yes, when will customers be notified?... 6 Will branch services be available in East Coast Malaysia during the scheduled downtime? What about those branches with extended banking hours?... 6 Can I use my ATM card to withdraw money at the other Bank s ATM machine?... 6 What should I do if I lost my ATM card during the scheduled downtime?... 6 What should I do if I need to perform an urgent banking transaction during the scheduled downtime?... 6 Who should I refer to if I have an enquiry?... 7 How do I know when banking services are available again? Where can I look for periodic updates on this?... 7 Deposits - Current/Savings Account/Fixed Deposit/Foreign Currency Account... 8 I have placed a cheque book request on Thursday, 14 th Nov/Friday, 15 Nov. Will my request be processed and when will I be getting my cheque book?... 8 What should I do if my Fixed Deposit account matures during the scheduled downtime?... 8 What should I do if I want to open a Current/Savings account with AmBank during the scheduled downtime?... 8 Why am I receiving a mid-month statement? Will I be getting my normal statement on monthend?... 8 Why am I receiving 2 statements in the same month (one on the 15 and another one on month end)? What is the difference?... 9 Will I be getting 2 statements in every month?... 9 Will my account number be changed after the system upgrade?... 9 Loans / Financing My loan payment is due on 15 Nov / 16 Nov / 17 Nov How will I be affected? I have a weekly/monthly standing instruction set up for my loan payment; will my standing instruction on 15 Nov / 16 Nov / 17 Nov 2013 be executed?

3 What should I do if I wanted to apply for a housing/auto finance/personal loan during the scheduled downtime? Who should I refer to if I have a specific enquiry on my loan and financing? Credit Card Can I still use my credit card for retail purchases? My credit card bill is due for payment on 15 Nov / 16 Nov / 17 Nov When do I have to pay to avoid late payment charges? Can I still use my credit card to make online purchases? If I have lost my credit card during the scheduled downtime, can Contact Centre stop/cancel the card? Will this core banking system replacement exercise affect my MBF credit card as well? What should I do if I wanted to activate my credit card? What should I do if I wanted to top up my NexG card? Will participating NexG top up merchants (epay) be affected? What do I need to do if I have lost/forgotten my PIN? What should I do if I plan to apply for Balance Transfer / Quick Cash (BTQC)? Who should I refer to if I have a specific enquiry on my credit/prepaid/btqc? Can I perform cash advance at other banks counters & ATM? If payment is transferred via Inter-Bank GIRO (IBG) from other banks before 5:00PM on 15 Nov 2013, will the payment be credited? Will I be able to use my card overseas? Will customers be given an additional grace period for payment to be reflected to avoid late payment and interest charges? AmBank Merchants Is there any impact to POS terminal usability? Can I use my POS terminal to accept any credit card transactions during the scheduled downtime? Can I perform any settlement transactions during the scheduled downtime? Can I perform any manual transactions during the scheduled downtime? Who should I refer to if I have an urgent enquiry? How do I know if the system interruption is back to normal? Internet Banking (AmOnline) and Mobile Banking Services (AmGenie) Why can t I log in into my account?

4 Do I need to reset/change my Internet Banking (AmOnline) password on Monday, 18 Nov 2013 after AmBank s core banking replacement exercise? I have made an online payment on Friday, 15 Nov When will it be processed? Will my future-dated transactions scheduled on 16, 17 and 18 Nov 2013 be processed on time?15 Who should I refer to if I have a specific enquiry on AmOnline/AmGenie? Why are AmGenie Pro &AmGenie SMS discontinued? Why can t I view and perform transactions on my company account in the Internet Banking (AmOnline)? Why do I have to enroll the Internet Banking (AmOnline) services again for my company account? Can I still enjoy the same services? AmAssurance - Life Insurance and General Insurance What should I do if I want to pay my insurance premium during the scheduled downtime? What should I do if my road tax renewal is due during the cutover weekend? Who should I refer to if I have a specific enquiry on AmAssurance Life Insurance or General Insurance? Investment Banking (AmInvest) / Online Securities Services (AmeSecurities) Can I perform edeposit / esettlement transactions during the scheduled downtime? What should I do if I have securities trade due for settlement on 18 Nov? Can I transfer fund into my settlement account during the scheduled downtime? Who should I refer to if I have a specific enquiry on AmeSecurities? Corporate/Business Banking Customer How will Transaction Banking Services (Trade Finance and Cash Management services) be impacted? Will all trade applications, payment/transfer transactions submitted on Friday, 15 Nov be processed on the same day? For Inter-Bank Giro (IBG) fund transfer made on Monday, 18 Nov after 1:30PM, when will it be processed? Who should I refer to if I have a specific enquiry on e-ambiz/e-ampayday/amtrade/eipp? Who should I refer to if I have a specific enquiry on Transaction Banking Services (Trade Finance and Cash Management services)

5 All Customers Why is there a service interruption on the 3 rd weekend of November 2013? AmBank Group is replacing our core banking system to offer our customers a better banking experience. When is this taking place? The replacement of our core banking system will take place from 4:00PM, Friday, 15 Nov 2013 to 1:30PM, Monday, 18 Nov The AmBank Group banking services will be TEMPORARILY unavailable during this period of time. What are the types of banking services that will be affected? Most of our banking services will be TEMPORARILY unavailable, including: Branch services (All branches will be closed including weekend banking and East Coast [Kelantan & Terengganu states] branches) Self Service Phone Banking facility Internet Banking Services (AmOnline) Mobile Banking Services (AmGenie) Online Securities Services (AmeSecurities) Online Trade Banking (AmTrade) Other Electronic Banking & Payment Services (e-ampayday, ProColl) All Self-Service Machines including Automated Teller Machine (ATM), Cash Deposit Machine and Cheque Deposit Machine Offsite AmBank ATMs at 7-Eleven, KLIA, KL Sentral, shopping malls, and other locations. MEPS ATM services using other Bank s ATM ATM Regional Link services (cross-border ATM withdrawal service at Singapore and Indonesia) NexG top-up/reload services Safe deposit box Inter-bank Giro Transaction (IBG) AmBank and AmIslamic Bank Card (card usage and merchant services will not be available from 2.00AM to 5.00AM on Saturday, 16 Nov 2013) Any deposit and payment by Cheques will not be processed after 12:30PM on Friday, 15 Nov RENTAS payment/transfer made over the counter will not be processed after 12:30PM on Friday, 15 Nov

6 Will there be a notification to customers on the scheduled downtime? If yes, when will customers be notified? Yes, customers will be notified through various channels i.e. print advertisements, AmBank Group website, notification at branches, etc. on the scheduled downtime. Selected customers e.g AmSignature customers, active Affluent / Emerging Affluent/ CASA customers and customers with payment due date during the scheduled downtime will also be notified via SMS and s. Will branch services be available in East Coast Malaysia during the scheduled downtime? What about those branches with extended banking hours? All branches nationwide will be closed from 4:00PM, Friday, 15 Nov 2013 to 1:30PM, Monday, 18 Nov This includes: (i) East Coast Malaysia (Kelantan & Terangganu only), which will be closed on Sunday, 17 Nov (ii) 3 branches providing weekend banking services, which will be closed on both Saturday, 16 Nov and Sunday, 17 Nov (iii) 9 branches providing extended opening hours on Fridays, which will be closed at 4:00pm on Friday, 15 Nov Can I use my ATM card to withdraw money at the other Bank s ATM machine? No. Your AmBank ATM card will not be accessible at other Bank s ATM machine (e.g. Maybank, CIMB, RHB Bank, etc.) during the scheduled downtime. What should I do if I lost my ATM card during the scheduled downtime? For lost or stolen card, kindly call our Contact Centre at to make a report and we will make the necessary arrangements. What should I do if I need to perform an urgent banking transaction during the scheduled downtime? Kindly be advised to complete all your banking transactions prior to the scheduled downtime (from 4:00PM, Friday, 15 Nov 2013 to 1:30PM, Monday, 18 Nov 2013). For deposit or payment by cheques, please present your cheques at the branch counter or deposit them into the Cheque Deposit Machine before 12:30PM on Friday, 15 Nov Note: Cheques deposited after 12:30PM on Friday, 15 Nov 2013 will only be processed on Monday, 18 Nov 2013 when we resume our services after 1:30PM. 6

7 Who should I refer to if I have an enquiry? You can call the AmBank Contact Centre and speak with our Customer Service Officers at for enquiries. How do I know when banking services are available again? Where can I look for periodic updates on this? You can be the first to know when our banking services are back to normal via the Facebook update. Like Us today to stay connected with AmBank 7

8 Deposits - Current/Savings Account/Fixed Deposit/Foreign Currency Account I have placed a cheque book request on Thursday, 14 th Nov/Friday, 15 Nov. Will my request be processed and when will I be getting my cheque book? Cheque Book request will be processed as normal and the service turnaround time is 3 working days. For cheque book request made on Thursday, 14 th Nov 2013, your cheque book will be ready for collection on Monday, 18 Nov after 1:30pm. For cheque book request made on Friday, 15 Nov, your cheque book will be ready for collection on Tuesday, 19 th Nov. What should I do if my Fixed Deposit account matures during the scheduled downtime? All FD accounts are automatically renewed and interest will be rolled over. If your renewal instruction is to credit interest into Savings or Current Account, the interest will be credited into your account automatically. Please visit our branch on 18 Nov 2013 after 1:30PM, if you wish to update your FD receipt. What should I do if I want to open a Current/Savings account with AmBank during the scheduled downtime? You are encouraged to visit our branch for account opening on or before 15 Nov 2013 during banking hours, or after 1:30PM on 18 Nov You may still submit your account opening application form online at our website. However, you will need to complete the account opening process by visiting the branch during banking hours. Why am I receiving a mid-month statement? Will I be getting my normal statement on monthend? This is a special statement generation as we enhance the system to support the change of statement cycle. This statement shows you all the transactions performed from 01 st Nov 2013 to 15 Nov You will still be receiving a month-end statement showing the transactions performed from 16 Nov to 30 th Nov

9 Why am I receiving 2 statements in the same month (one on the 15 and another one on month end)? What is the difference? As part of our efforts to serve you better, we will be standardizing the statement generation i.e. all statements will be generated on month end (except AmStar Extreme and Family First). This first statement shows you all the transactions performed from 01 st Nov to 15 Nov 2013 whereas the second statement is from 16 Nov to 30 th Nov For AmStar Extreme customers, your statement of account will continue be generated on 15 of every month. For Family First customers, your statement of account will be generated on 15 of every quarter. You will be receiving two statements in the final quarter of The first statement provides you all transactions perform from 16 Sep to 15 Nov 2013, and the second statement is from 16 Nov to 15 Dec Will I be getting 2 statements in every month? No. Beginning December 2013, our current account statements will be generated at the end of the month. You will be receiving your monthly statement at the beginning of the following month. Will my account number be changed after the system upgrade? No. All your account number(s) will remain unchanged. 9

10 Loans / Financing My loan payment is due on 15 Nov / 16 Nov / 17 Nov How will I be affected? All banking services will not be available from 4:00PM, Friday, 15 Nov 2013 to 1:30PM, Monday, 18 Nov The Bank will not be able to accept and process your loan payment during this period, including fund transfer via GIRO payment or Standing Instruction from other banks. To avoid late payment charges, you are encouraged to pay your loan in advance: i. not later than Wednesday, 13 th Nov 2013, if you are paying through other banks or local cheque. ii. not later than 4:00PM on Friday, 15 Nov 2013, if you are paying by cash or fund transfer from AmBank s account using the self-service machines (e.g. ATM/CDM) or over the counter. I have a weekly/monthly standing instruction set up for my loan payment; will my standing instruction on 15 Nov / 16 Nov / 17 Nov 2013 be executed? For your standing instruction with effective date on 15 Nov, it will be executed as scheduled. However, for standing instructions with effective dates on 16 Nov and 17 Nov, we will process them on Monday, 18 Nov 2013 after we resume our services. What should I do if I wanted to apply for a housing/auto finance/personal loan during the scheduled downtime? You may still download the application form or submit an online application form at our website. Head over to the nearest AmBank/AmIslamic Bank branch on 18 Nov 2013 after 1:30PM to submit your application or to complete the account opening process. Who should I refer to if I have a specific enquiry on my loan and financing? You can call our Contact Centre and speak with our Customer Service Officers at for enquiries. 10

11 Credit Card Can I still use my credit card for retail purchases? Yes, you can still use your credit card for retail purchases throughout the cutover period. However, the usage of your card will be interrupted from 2.00AM to 5.00AM on Saturday, 16 Nov My credit card bill is due for payment on 15 Nov / 16 Nov / 17 Nov When do I have to pay to avoid late payment charges? All banking services will not be available from 4:00PM, Friday, 15 Nov 2013 to 1:30PM, Monday, 18 Nov The Bank will not be able to accept and process your credit card payment during this period, including fund transfer via GIRO payment or Standing Instruction from other banks. To avoid late payment charges, you are encouraged to plan ahead your payment transactions. For AmBank and AmIslamic Bank Cards, you are encouraged to make payment i. not later than Wednesday, 13 th Nov 2013, if you are paying through other banks or local cheque. ii. not later than 4:00PM on Friday, 15 Nov 2013, if you are paying by cash or fund transfer from AmBank s account using the self-service machine or over the counter. For MBF Credit Cards, you can continue to make payment i. at any of the MBF Card branches nationwide ii. at any RHB or CIMB branch as per the current practice Can I still use my credit card to make online purchases? It is not allowed as TAC request will not be supported during the cutover. If I have lost my credit card during the scheduled downtime, can Contact Centre stop/cancel the card? For lost or stolen card, kindly call our Contact Centre at to make a report and we will make the necessary arrangements. Will this core banking system replacement exercise affect my MBF credit card as well? No, it will not affect your MBF Credit Card. You can continue to use your card as per normal. 11

12 What should I do if I wanted to activate my credit card? Please call our Contact Centre and speak with our Customer Service Officers at for activation. What should I do if I wanted to top up my NexG card? It is advisable to complete all your banking transactions including top ups/reloads prior to the scheduled downtime (from 4:00PM, Friday, 15 Nov 2013 to 1:30PM, Monday, 18 Nov 2013). Will participating NexG top up merchants (epay) be affected? You will still be able to top up your NexG card via our participating epay providers during the scheduled downtime (except on 16 Nov from 2:00AM-5:00AM). Please plan your required transactions accordingly. What do I need to do if I have lost/forgotten my PIN? For lost or forgotten PIN, please call our Contact Centre and speak with our Customer Service Officers at to make a report. We will make the necessary arrangements to send your replacement PIN. What should I do if I plan to apply for Balance Transfer / Quick Cash (BTQC)? Please call our Contact Centre and speak with our Customer Service Officers at for application. Who should I refer to if I have a specific enquiry on my credit/prepaid/btqc? You can call our Contact Centre and speak with our Customer Service Officers at for enquiries. Can I perform cash advance at other banks counters & ATM? Yes. You will be able to perform cash advance at other bank s counters and ATM during the scheduled downtime (except on 16 Nov from 2:00AM-5:00AM). If payment is transferred via Inter-Bank GIRO (IBG) from other banks before 5:00PM on 15 Nov 2013, will the payment be credited? Yes, payment will be processed accordingly. However, to avoid late payment charges, you are advised to make IBG payment in advance, not later than Wednesday, 13 th Nov 2013, if your card payment due date falls on either one of the following dates - 15 Nov, 16 Nov and 17 Nov. 12

13 Will I be able to use my card overseas? Yes, there will be no disruption to the usage of your card overseas except from 2.00AM to 5.00AM (Malaysian time) on 16 Nov Will customers be given an additional grace period for payment to be reflected to avoid late payment and interest charges? No, there will be no additional grace period as customers are encouraged to make their payment early to their credit card before the payment due date. 13

14 AmBank Merchants Is there any impact to POS terminal usability? Yes. The scheduled downtime will be 3 hours from 2:00AM to 5:00AM on Saturday, 16 Nov Can I use my POS terminal to accept any credit card transactions during the scheduled downtime? No. You can only use your POS terminal when the system is up and available. Can I perform any settlement transactions during the scheduled downtime? No. You can only perform settlement on your POS terminal when the system is up and available. Can I perform any manual transactions during the scheduled downtime? No. You can only perform manual transaction when the system is up and available. Who should I refer to if I have an urgent enquiry? You can call our Authorisation Centre at How do I know if the system interruption is back to normal? After the scheduled downtime, you may try to use your POS terminal. Alternatively, please check with our Authorisation Centre at for updates. 14

15 Internet Banking (AmOnline) and Mobile Banking Services (AmGenie) Why can t I log in into my account? We are replacing our core banking system to ensure we provide you a more efficient banking experience. During this period, from 4:00PM, Friday, 15 Nov 2013 to 1:30PM, Monday, 18 Nov 2013, all Online Services (including Internet and Mobile Banking Services) will be temporary unavailable. Do I need to reset/change my Internet Banking (AmOnline) password on Monday, 18 Nov 2013 after AmBank s core banking replacement exercise? Your AmOnline Login ID and Password will remain valid. If you have not logged in to AmOnline for a period of time, you would have very likely been barred from accessing the service for security reasons. Please follow the simple step-by-step instructions via this link (Steps to Reactivate AmOnline in the AmBank Group Website) to re-activate your account. I have made an online payment on Friday, 15 Nov When will it be processed? For any online payment made to anyone within AmBank including payment of AmBank and AmIslamic Bank Cards and payment of AmBank and AmIslamic loans, these transactions will be processed immediately. Online payment or transfer to other Banks (Inter-bank GIRO) made before 1:00PM on Friday, 15 Nov 2013 will be processed on the same day i.e. Friday, 15 Nov. Online payment or transfer to other Banks (Inter-bank GIRO) made after 1:00PM on Friday, 15 Nov 2013 will only be processed on Monday, 18 Nov 2013 when AmBank Group banking services resume after 1:30PM. Will my future-dated transactions scheduled on 16, 17 and 18 Nov 2013 be processed on time? Your future-dated transactions placed at AmOnline for payment or effective dates of 16, 17 and 18 Nov 2013 will be processed on 18 Nov 2013 when AmBank Group banking services resume after 1:30PM. Who should I refer to if I have a specific enquiry on AmOnline/AmGenie? You can call our Contact Centre and speak with our Customer Service Officers at for enquiries. 15

16 Why are AmGenie Pro &AmGenie SMS discontinued? In AmBank, we value our customer s feedback and constantly review and improve our services to meet your changing needs. Based on usage survey, these two services are less favorable. We have ceased these services and shall invest in other online services to provide you with a better online experience. Why can t I view and perform transactions on my company account in the Internet Banking (AmOnline)? Personal Account and Company Account are two separate legal entities. For security reason, we are limiting the online services for company account to balance and transaction enquiry only. You can continue to transfer fund from your personal account to your company account using the AmOnline 'Pay Anyone Within AmBank' function. If you would like to resume the Internet Banking services (enquiry only) for your company account, kindly perform a new registration using the Business Registration Number. Please call our Contact Centre at and speak with our Customer Service Officer for enquiries or assistance. Why do I have to enroll the Internet Banking (AmOnline) services again for my company account? Can I still enjoy the same services? Your previous Internet Banking (AmOnline) account was registered under your personal Identity Number. As Personal Account and Company Account are two separate legal entities, you are required to perform a new registration for your company account using the Business Registration Number. For security reasons, the online services for company account will be limited to balance and transaction enquiry only. We will be enhancing our AmOnline features for company account progressively. Please call our Contact Centre at and speak with our Customer Service Officer for enquiries or assistance. 16

17 AmAssurance - Life Insurance and General Insurance What should I do if I want to pay my insurance premium during the scheduled downtime? You can make the insurance payment at the AmAssurance Life Branches (for Life Insurance Premium) and AmGeneral (AmAssurance/Kurnia Insurans) Branches (for General Insurance Premium) i. by cash ii. by credit card Premium payment by debiting your AmBank and AmIslamic Bank Deposits Account (i.e. Savings and Current Account) will not be available from 4:00PM, Friday, 15 Nov 2013 to 1:30PM, Monday, 18 Nov This also includes all AmBank and AmIslamic Bank branch counter services, self-service machines, and online channels. What should I do if my road tax renewal is due during the cutover weekend? Please complete your road tax and insurance renewal at AmBank branches in advance prior to the scheduled downtime to avoid any inconveniences. Who should I refer to if I have a specific enquiry on AmAssurance Life Insurance or General Insurance? Please contact our AmAssurance Customer Care Centres for enquiry and assistance. For Life Insurance, please call For General Insurance, please call

18 Investment Banking (AmInvest) / Online Securities Services (AmeSecurities) Will I be able to access AmeSecurities and place online orders on Friday, 15 Nov and Monday, 18 Nov? Although many banking services will not be available from 4:00PM, Friday, 15 Nov 2013 to 1:30PM, Monday, 18 Nov 2013, you can still perform your online trading during the scheduled downtime. Can I perform edeposit / esettlement transactions during the scheduled downtime? No. Our Internet Banking (AmOnline) services will not be available during the scheduled downtime (from 4:00PM, 15 Nov 2013 to 1:30PM, 18 Nov 2013). You are advised to perform your edeposit and esettlement transactions before the scheduled downtime or when AmBank Group banking services resume on Monday, 18 Nov after 1:30PM. What should I do if I have securities trade due for settlement on 18 Nov? To avoid delays in your trade settlement, you are advised to complete any fund transfer and maintain sufficient balance in your settlement account before the scheduled downtime. Can I transfer fund into my settlement account during the scheduled downtime? No. Our Branch services, Internet Banking (AmOnline) and all self service machines will not be available during the scheduled downtime (from 4:00PM, 15 Nov 2013 to 1:30PM, 18 Nov 2013). Please complete the fund transfer before the scheduled downtime. Who should I refer to if I have a specific enquiry on AmeSecurities? You can contact our AmeSecurities Helpdesk at (from Mon - Fri, 8:30am - 5:30pm) or us at helpdesk-ebiz@ambankgroup.com for assistance. Alternatively, just speak with our Investment Service Officers at any of the 17 Bank Branch Broking across Malaysia. 18

19 Corporate/Business Banking Customer How will Transaction Banking Services (Trade Finance and Cash Management services) be impacted? All Transaction Banking Services will be TEMPORARILY unavailable from 11:30AM, Friday, 15 Nov 2013 to 1:30PM, Monday, 18 Nov Your access and transaction ability will be impacted during the scheduled downtime, whether online or offline, including i. Access to account information ii. Payments and transfers transactions iii. Submission of transaction instruction iv. Submission of trade applications and documents Will all trade applications, payment/transfer transactions submitted on Friday, 15 Nov be processed on the same day? All transactions/applications received before the cutoff times on Friday, 15 Nov, will be processed on the same day. The cutoff times for Friday, 15 Nov will be brought forward as follows: Transaction & Application Trade Finance application through TBSCs (Transaction Banking Service Center) or AmTrade Transactions via EIPP (Electronic Invoice Presentment and Payment) Payments/Payroll/Transfers (RENTAS, Cashier s Order, Internal Funds Transfer) through fax or online via e-ambiz Payroll and Statutory transactions via e-ampayday Cutoff Time (Friday, 15 Nov) 11:30AM 2:00PM 2:00PM Inter-Bank Giro (IBG) current cutoff time remains unchanged - 12:30PM Service NOT available on 15 Nov Transactions/applications received after the above cutoff times, will be processed on Monday, 18 Nov 2013 when the AmBank Group banking services resume after 1:30PM. Please plan your transaction ahead and perform your transaction before the scheduled downtime to avoid undue inconveniences. 19

20 For Inter-Bank Giro (IBG) fund transfer made on Monday, 18 Nov after 1:30PM, when will it be processed? Inter-Bank Giro (IBG) transaction received on Monday, 18 Nov after 1:30PM will be processed for next business day value. Who should I refer to if I have a specific enquiry on e-ambiz/e-ampayday/amtrade/eipp? Please contact the Transaction Banking - Client Services Group at from 8:45AM to 5:45PM (Monday to Thursday), and 8:45AM to 4:45PM on Friday. Who should I refer to if I have a specific enquiry on Transaction Banking Services (Trade Finance and Cash Management services) Please contact our Transaction Banking - Client Services Group at from 8:45AM to 5:45PM (Monday to Thursday), and 8:45AM to 4:45PM on Friday for assistance. 20