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   BOC Singapore >> Self Services >> FAQ

Frequently Asked Question(System Upgrading)


 

1. What is core banking system?

A core banking system refers to the system that the bank uses to process its daily banking transaction and to post updates to accounts and other financial records.

2. What are the products or services that will be interrupted during this system upgrade?

The following services will be intermittently unavailable as follows:

Product/ Services Disruption Date Disruption Time (from) Resume on
Cash Deposit Machines 4 Sept 2013 (Wed) 6pm       All services will resume on 8 Sep 2013 at 11am.
Remittance Center will be open 8 Sept 2013 (Sun) and all branches will resume on normal operations on 9 Sept 2013 (Mon).
Automatic Teller Machines (ATM) 5 Sept 2013(Thu) 6pm      
All Branches & Remittance Center 6 Sept 2013 (Fri) 3:30pm   
Online Banking Services 6 Sept 2013 (Fri) 3:30pm   
Telephone Banking /Call Center Services 6 Sept 2013 (Fri) 10:30am  
Credit Card Transaction Services 6 Sept 2013 (Fri) 4am   

3.  What are some examples of the services or products that will be affected after this system upgrade?

Here are some changes that will be made to some of our services and products after the system upgrade:

  • You will be able to apply for internet banking over the counter at our branches and receive your e-token immediately
  • You will be able to enquire your credit card balance via internet banking.
  • A centralized Telephone Banking Services hotline number will be provided to all customers for a better telephone banking experience.
  • There will be enhanced security with SMS alerts provided whenever you perform a banking transaction.
  • We will be changing your account numbers to enhance account security.
  • There is a change in the fall below fee for Multicurrency accounts - only SGD Subaccount will have a fall below fee if the balance falls below $1500.

4. Is there a change in the Terms and Conditions of the products and services with this system upgrade?

Yes. The Terms and Conditions of the products and services will be changed following the core system upgrade. For example, there are changes related to terms in using of internet banking services, SMS alerts, Multicurrency saving accounts fall-below fee changes, etc.

5. Is there a change in the Telebanking Services access?

To access the Telebanking Services from 8th Septemebr 2013 onwards, please dial 1 800 66 9 5566. This new telephone number will replace the current telebanking telephone number. A new set of Telebanking  user ID is required to access this service. This will be send to you after system cutover.

6.  How do I know what is my new account numbers? When will I know?

The new account numbers will be generated after the system upgrade and will be sent to you via post within 14 days after system cutover.

If you do not receive it, please contact our 24-hour Customer Service Hotline at 1800 6695566 (local) or +65 67795566 (overseas), or log on to your Online Banking account to check for the new set of account numbers. The new account numbers will also be reflected on your monthly statement. For non-statement accounts, kindly enquire at any of our branches.

7. Do I need to make any changes to my Giro or standing instructions since there is a change of account numbers?

No, you do not need to make any changes. Your instruction will be carried out as per normal and no action on your part is required for the Giro or standing instructions you have set up. However, for any future Giro or Standing Instructions that you plan to set up, you are advised to use your new account numbers.

8. My new account number has 15-digit numbers, but Giro application forms only have 11 spaces for account number.  How do I fill in?

Your new account number begins with "6500", which is a standard code.  There is a set of 11-digit account number beginning with "9" after "6500".  This will be the set of account number you are advised to use when filling up a Giro application form. For example, if your new account number is "650091234567890", please fill in "91234567890" in the Giro form.

9. Will there be any change to my statements?

As part of our customer service, we will be sending split statements for the period of 1-7 September 2013, and 8-30 September 2013 to statement account holders with Current Account or Multicurrency account. The first statement will be send right after system upgrade and the second at month-end. Please verify your account balance with these statements.

For non-statement account customers, you may proceed to any BOC branches to update your passbook or check your balances at the ATMs. If you have an Internet Banking account, you can also log-in to view the account balance.  For further queries, please call your Relationship Manager or our hotline number.

10.  Do I have to change my cheque book?

While the new account numbers may be different from your old account number, there is no immediate need for you to change your cheque book.  You can continue to use your current cheque book or request for a new one.

11. Do I have to change my passbook?

Yes, you will need to change your passbook. However, this can be done when you next visit the branch. Our counter staff will present you with a new passbook when you next visit any of our branches.

12. Do I need to change my ATM card with the change in Account numbers?

No, there is no need to change your ATM card. You can continue to use your existing ATM card with your current ATM PIN number.

13. Who can I contact to give me more information on the system upgrade?

There are various channels for you to contact us.

You can email us at enquirysg@bank-of-china.com, contact your Relationship Manager or our 24-hour Customer Service Hotline at 1800 6695566 (local) or +65 67795566 (overseas).

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