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Banking Is a Technology-Driven Business, and We Understand That A Banking is a technology‐driven business, and we understand that a cutting‐edge IT platform is a competitive advantage, a key driver of operational efficiency, and more importantly, a vital tool that will enable us to provide you with faster, better, and more responsive service—a definite PLUS! China Bank has acquired a new and more powerful core banking system for significantly greater computing power and enhanced capability and flexibility to improve service quality, optimize customer experience, manage risk and regulatory compliance more effectively, and easily adapt to changing customer demands and market trends. We are rolling out this new core banking system in all China Bank branches soon. Please go through this FAQ and know that we are doing everything we can to upgrade to the new system as seamlessly and efficiently as possible, so you, our valued client, will feel the PLUS factor. GENERAL 1. What is a core banking system? A core banking system is the deposit and loans system of a bank—the IT backbone of banking operations. 2. What will change? Essentially, the new core banking system will make transaction processing faster and more efficient. But what will be evident to you are the following: a) New passbooks for all passbook accountholders. For China Check Plus accountholders, the check number of Encashed/Inward Clearing/Debit On‐Us Checks will now be included in the passbook transaction details for easier account monitoring/reconciliation; b) New certificate of time deposit (CTD) for rolled over placements and new time deposit placements; and c) 12‐digit account numbers for new deposit accounts and 15‐digit account numbers for new loan accounts 3. As a China Bank customer, how am I affected? There will be a temporary service disruption when we upgrade to the new core banking system. We plan to do the system upgrade on a weekend, during which, all electronic banking channels—ATM, internet & mobile banking, and phone banking—will be unavailable. Branches with regular Saturday and/or Sunday banking will also be temporarily closed. We will provide further updates on the final system upgrade schedule. 4. Do I need to do anything before the system upgrade? With the temporary service disruption, we advise you to have your transactions done in advance of the upgrade (final schedule to be announced). We also encourage you to: a) Update your customer records at the China Bank branch where you opened your account; and b) Check your transaction history (if you are enrolled in China Bank Online) and print a copy for your record; or b) Have your passbook updated at any China Bank branch. This is important, especially if you have voluminous “no book” transactions, because after the system upgrade, your transactions prior to the system upgrade will not be printed in your new passbook (balance forwarded only). In case you are unable to do the passbook update, you can request for a printout of your no‐book transactions similar to a statement of account. Printing, however, will take some. time CHANGE OF PASSBOOK 5. I am an existing passbook accountholder. Do I have to get a new passbook? Yes, your existing passbook for the following accounts will be replaced when you visit any China Bank branch after the system upgrade: a) Peso Savings Account b) China Check Plus Account c) Diamond Savings Account d) MoneyPlus Account e) Foreign Currency Savings Account For your convenience, you may have your authorized representative claim your new passbook/s. He/she must present valid IDs (yours and his/hers), your existing passbook/s, and your signed authorization letter. DEPOSIT ACCOUNTS 6. Will my existing account numbers change after the system upgrade? No, your existing account numbers will not change. 7. Will there be changes to my account balance? No, rest assured there will be no changes to your savings/current account balance after the new core banking system is in place. All the terms and conditions also remain the same. Should there be discrepancies, please call your branch of account immediately. 8. Can I still use my existing ATM card / On‐Time Remittance card / Overseas Kababayan Savings (OKS) card after the system upgrade? Yes, you can continue to transact with your existing China Bank ATM card, On‐Time Remittance Card, and OKS card at any ATM and BancNet POS terminal in the country. 9. Do I need to change my ATM card PIN and China Bank Online username and password after the system upgrade? No, you do not have to, and we will never call/email/text you to provide us with such information. For your own security, we encourage you to change your ATM card PIN and China Bank Online log‐in and transaction passwords from time to time, but never divulge them to anyone. 10. Will there be any change to my Time Deposit maturity date? No, if your time deposit maturity date doesn’t fall on the week of the system upgrade; but if it does, we regret that the maturity date will be extended a few days. You will receive a call/email from your branch of account when you can withdraw/rollover your placement. CHECKS 11. Can I still use my checks after the system upgrade? Yes, you can use the remaining checks in your checkbook, then re‐order as usual when they are running low. 12. I have given China Bank post dated checks to a 3rd party. Do I need to replace these PDCs? No, there is no need to replace the PDCs. 13. What will happen to the China Bank Manager’s Check issued before the system upgrade? Do I need to surrender it and have it replaced? No. The MCs issued by the Bank prior to the system upgrade can still be deposited, encashed and/or negotiated. There is no need to surrender these checks to the Bank. 14. I had placed a stop‐payment request on my check. Will there be any impact to this? No, there will be no impact to the stop‐payment requests you have placed. UITF / INVESTMENTS / TRUST ARRANGEMENTS 15. Does the change in core banking system have an impact on my UITF placements / investments / Trust arrangements? No, the new system will not affect these. CREDIT CARD / LOANS 16. Will my China Bank MasterCard be replaced? No, you can continue using your China Bank MasterCard until the validity date indicated on the card. All terms and conditions remain the same. 17. Will there be changes to my credit card / loan balance and payment due date? No, there will be no changes to your credit card or loan balance and the payment due date. 18. Do I need to reapply my loan application if I submitted it before the change in core banking system? No, your loan application will be processed as usual. STANDING INSTRUCTIONS 19. I have authorized payments from my China Bank account. Do I need to update these instructions? No. For your convenience, all existing standing instructions will be processed as usual. STATEMENT OF ACCOUNT (FOR CHECKING ACCOUNTHOLDERS AND CORPORATE CLIENTS ONLY) 20. Will my statement of account (SOA) be affected? No, however, you will receive two SOAs in the month when we upgrade to the new core banking system. One will cover your transactions before the upgrade, while the other will cover transactions after the upgrade. In the succeeding months, you will receive one SOA as usual. CUSTOMER SUPPORT 21. Who can I call for more information? You may get in touch with your branch of account, or your account officer/relationship manager, or the Customer Contact Center: 88‐55‐888 (MM) 1800‐1888‐5888; 1800‐3888‐5888 (provinces) (Available from 7 am to 7 pm, 7 days a week; Press “0” to speak to a phone banker) [email protected] .
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