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Update securities account statement mailing instruction

 

1. What is e-Statement Service?

1. What is e-Statement Service?

e-Statement Service allows you to access your statements in electronic format via Internet Banking's mailbox. It is convenient, fast and environmental friendly.
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2. Is there a charge for using e-Statement Service?

2. Is there a charge for using e-Statement Service?

No. This service is free now. 
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3. If I have chosen mailing instruction as 'Electronic', will I still receive the paper statement?

3. If I have chosen mailing instruction as 'Electronic', will I still receive the paper statement?

No, if you have chosen to stop mailing paper statements, you will only receive e-Statements.

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4. What conditions need to be met to use the e-Statement Service?

4. What conditions need to be met to use the e-Statement Service?

A valid Internet banking and securities account with registered user name is required.
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5. What information is required to register for the service?

5.  What information is required to register for the service?

A valid e-mail address and cell phone number are needed.
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6. When will my registration be effective?

6.  When will my registration be effective?

Your registration will be effective immediately.
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7. Which channels can I register for the e-Statement service?

7.  Which channels can I register for the e-Statement service?

You can register the e-Statements service via Internet Banking service (Location: Internet Banking > Customer Services > Statement Services > Update securities account statement mailing instruction) or visit any branch / sub branches to apply for the service.
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8. What is 'Confirmation code' ?

8.  What is 'Confirmation code' ? 

Two-factor authentication (SMS One-time-Password) is needed if you have selected mailing instruction as "Electronic" for editing e-mail address, registration of cell phone number to receive SMS notification and preferred SMS language.
However, if you have not registered two-factor authentication (SMS One-time Password), you will receive the letter of "Confirmation code" in 1 to 2 working days after registering the application. 
After receiving the letter of "Confirmation code", you may login the Internet Banking and use the "Confirmation code" to complete the process.

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9. Does the 'Confirmation code' have expiry date?

9.  Does the 'Confirmation code' have expiry date?

'Confirmation code' is valid for one month starting from the issue date.
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10. Can I still edit the mailing instruction or other information after applied for 'Confirmation code' letter?

10. Can I still edit the mailing instruction or other information after applied for 'Confirmation code' letter? 

Yes. You only need to login Internet Banking and select 'Update securities account statement mailing instruction', click on 'Click here to confirm order' and to enter the 'confirmation code'. Then you may click 'Delete order' and 'confirm', to re-apply the service.
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11. If the letter of 'Confirmation code' is lost in transit, should I report loss and request for re-issue of the letter again?

11. If the letter of 'Confirmation code' is lost in transit, should I report loss and request for re-issue of the letter again?

No need to report loss.  You only need to login the Internet Banking and Update securities account statement mailing instruction, then click on 'Click here to confirm order' and 'delete order' to cancel the original mailing instruction and register again. Then we will re-issue the 'Confirmation code' to you in 1 or 2 working days according to your latest request.
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12. How do I know I have successfully registered the mailing instruction as 'Electronic' ?

12. How do I know I have successfully registered the mailing instruction  as 'Electronic'?

If you have successfully registered the mailing instruction as 'Electronic' with the 'Confirmation code', you will receive the 'Successful Statement Instruction Change Notification' in 1 to 2 working days.
If you have successfully registered with SMS One-time-Password, the SMS notification will be sent to you shortly.

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13. When will I receive the e-Statement?

13. When will I receive the e-Statement?

e-Statement will be available on next working date after the statement  is issued.
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14. Will I receive any notification when the e-Statement is issued?

14. Will I receive any notification when the e-Statement is issued?

You will receive the notification through e-mail when the e-Statement is available online for viewing at the same day. We will send you an SMS alert instead if we fail to send e-mail notification to your designated e-mail address. We recommend that you should frequently and regularly check your e-mail and / or through Internet Banking to access your e-Statement.
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15. How long will e-Statements be retained in Internet Banking's mailbox?

15. How long will e-Statements be retained in Internet Banking's mailbox?

Your daily and monthly securities e-Statements will be retained for 12 months starting from the issue date. Your e-Statement will be deleted automatically after the retention period. Please download and save your e-Statement if you wish to keep a copy for your record.
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16. How can I re-apply for the replacement of e-Statements after the retention period and does it charge for the replacement?

16. How can I re-apply for the replacement of e-Statements after the retention period and does it charge for the replacement?

A service fee is required for reprinting the bank statement and you need to visit any of our branch / sub branches in person to apply for it.
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17. Can I resume the receiving mode from electronic to paper statements?

17. Can I resume the receiving mode from electronic to paper  statements?

Yes. You may visit our branch or sub-branches in person to change the statements mailing instruction.
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