FAQs

1. How can I enter the automated voice response system of the client service hotline?

When a personal client uses the automated voice response system of the client service hotline for the first time, the system will remind him or her to set the inquiry password, and you can enter the system with the password set successfully. A corporate client is required to apply for the inquiry password to the holding bank and then, the system can be accessible.

2. What differences are there between inquiry password and withdrawal password?

An inquiry password is a password set and used in the client service hotline system and it needs be entered when you handle services regarding inquiry. A withdrawal password is your account password, and needs be entered when you handle services related to your funds in the hotline system.

3. What can I do if I forget the password?

When a personal client forgets his or her inquiry password, the system will automatically remind him or her to reset the password after he or she entered an incorrect one for three times, and it is not required to handle the resetting over the counter of IB. If a corporate client forgets its inquiry password, it is required to go through the resetting formalities with the holding bank.

If a personal client forgets his or her withdrawal password, he or she go to an IB outlet with his or her own identity certificate and go through the formalities for reporting the loss of password over the counter.

4. How are telephone calls charged?

The bank doesn't charge for telephone banking, but the telephone operator will collect the basic connection fees for local call when a client calls "95561" locally, and charge at the rate for non-local call when the client calls "area code + 95561" non-locally.