personal internet banking service faq [effective 13th july...

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Page | 1 马中行服务热线 BOCM Customer Service Hotline: 03-20595566 Website: www.bankofchina.com/my

[Effective 13th July 2018]

Personal Internet Banking Service FAQ [Effective 13th July 2018]

Contents 1. How do I apply for BOCNET (Bank of China Internet Banking Service)? ..................... 3

2. Does customer allow to apply BOCNET via non over-the-counter channel? ..... 3

3. What are the services available on Bank of China Internet Banking (BOCNET)? 3

4. What are the Fees and Charges for BOCNET transactions? ....................................... 4

5. How many accounts can I link to BOCNET channel? ................................................... 4

6. How can I terminate the Service?.................................................................................. 4

7. How can I log in to BOCNET? ....................................................................................... 4

8. When I access to the service, why does it prompt “dialog failure”? .............................. 7

9. What can I do if I am not able to log in to BOCNET with the correct BOCNET User ID and password? .......................................................................................................... 7

10. How do I change my User ID and Password?............................................................... 9

11. What is the function of the E-Token? ............................................................................ 9

12. What do I need to do if I had lost or misplaced the e-Token? ....................................... 9

13. Can customer view all account overview? .................................................................... 9

14. Which type of enquiry(ies) can be checked via BOCNET? ......................................... 10

Customer can enquire the following account information: .................................................. 10

15. How long is the period of transaction statement available? ........................................ 10

16. How can I link up or de-register my Savings, Current, Foreign Currency, and Loan accounts on my BOCNET? ................................................................................ 10

17. How can I perform a Fund Transfer? .......................................................................... 10

18. How to perform a 3rd party fund transfer? .................................................................. 10

19. When can I perform a Fund Transfer? ........................................................................ 14

20. What is the transfer limit for Funds Transfer? ............................................................. 15

21. How to check the foreign currency exchange rate? .................................................... 16

22. Can I perform a cross-currency fund transfer transaction? ......................................... 16

23. How do I know the exchange rate for the transactions performed in different currencies? .................................................................................................................. 16

24. What is the different between “International Remittances” and “Pre-Exchange Remittances”? .............................................................................................................. 16

25. What are the Fees and Charges for Remittances service? ........................................ 17

26. How to perform international remittance and pre-exchange remittance? ................... 17

27. How to check the foreign currency exchange rate? .................................................... 18

28. Return Fund ................................................................................................................. 19

29. Am I required to open a Time Deposit Account with BOCM in order to link to BOCNET? .................................................................................................................... 19

30. What type of foreign currency are supported by BOCNET? ....................................... 19

31. Can I terminate my Time Deposit Placement before maturity? ................................... 19

32. If my time deposit via BOCNET has matured, how do I proceed/manage? ............... 19

33. How can I perform a stop cheque payment on my BOCNET? ................................... 19

http://www.bankofchina.com/my

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34. What are the Fees and Charges for stop cheque payment? ...................................... 20

35. How to do New and Old accounts reference? ............................................................. 20

36. Which type of function(s) does Loan Account enquiry include? ................................. 20

37. Does loan account enquiry have a cut off time? ......................................................... 20

38. Can I check my loan account under BOCNET “Account Overview” icon? ............ 20

39. What system and browser requirement do I need for access to BOCNET?............... 21

40. How to enable TLS 1.1 and TLS 1.2 in browser?....................................................... 21

41. What should I do if I encounter SSL server certificate warning when I access the Service? ....................................................................................................................... 23

42. What if my computer hangs or the internet connection is cut off during the course of performing a banking transaction via the Service? ................................. 23

43. What should I do if I find that the information displayed is in the wrong format or incorrect? ..................................................................................................................... 23


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1. How do I apply for BOCNET (Bank of China Internet Banking Service)?

In order to apply for the service, you must have at least one account (savings

account, current account, time deposit account, loan account) in single name with

Bank of China (Malaysia) Berhad (the "Bank") (not applicable for joint account).

Please complete the Bank's Internet Banking Service Application Form and visit the

Bank's counter at any of our branches during office hours together with your valid

identity card or passport (if any).

When your application for the service over the counter at any of our branches has

been approved, you will be able to collect your user ID, password and E-Token

over the Bank's counter.

2. Does customer allow to apply BOCNET via non over-the-counter

channel?

Customer only allows to apply BOCNET service over the counter.

3. What are the services available on Bank of China Internet Banking

(BOCNET)?

We provide a wide range of personal internet banking services for your

convenience:

Check the balances and transaction records of your accounts;

Fund transfer and remittance;

Account nickname, register and de-register account(s) maintenance.

Transaction history inquiry;

Internet banking transactions records inquiry;

Placement and withdrawal of Fixed Deposit;

Cheque service - stop cheque payment;

Debit Card services;

JomPAY – bill payment.

Direct Debit

And etc.


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4. What are the Fees and Charges for BOCNET transactions?

In order to encourage customer to perform transaction via BOCNET, there are no

fees for current BOCNET transaction.

Note: However, for remittances, fees and charges are applicable, kindly refer to our

banks fees and charges table.

5. How many accounts can I link to BOCNET channel?

You may link maximum 20 accounts to BOCNET; these include savings account,

current account, time deposit account, loan account.

6. How can I terminate the Service?

You may terminate the service by submitting the Bank Internet Banking Service

Application Form to the Bank, indicating cancellation of the Service.

7. How can I log in to BOCNET?

When your application for the service over the counter at any of our branches has

been approved, you will be able to collect your user ID, password and E-Token

over the Bank's counter.

You can start using the service upon receipt of the user ID, password and an

E-Token. To access the service and perform secured transactions, please use the

User ID, password and the one-time passcode generated by your E-Token.

You can access BOCNET (Malaysia) via www.bankofchina.com/my.



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Click “Personal Internet Banking” icon at homepage.

Read and understand the Personal Internet Banking Security Alert, click

“Confirm and Login Internet Banking” icon to proceed for BOCNET login.


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Input your user ID, password and E-Token OTP to login. User ID and password

are case sensitive, while verification code is not.


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8. When I access to the service, why does it prompt “dialog failure”?

After you have log in to the service, the system will prompt “dialog failure” and log

you off automatically if you leave it unattended for a long time. If you want to

continue using the service, please log in again. Such design is to prevent

unauthorised access to your account if you leave your computer unattended and

forget to exit the Service.

9. What can I do if I am not able to log in to BOCNET with the correct

BOCNET User ID and password?

For security reasons, if you have tried to log in to BOCNET with your PIN/E-Token

passcode unsuccessfully for 5 times in a day, your PIN/E-Token will be locked and

released the next day.

However, if you have tried to log in with your PIN/E-Token passcode

unsuccessfully for a total of 15 times consecutively, the PIN/ E-Token will also be

locked and you would need to proceed to one of our branches to unlock the

PIN/E-Token.

If you need to access your BOCNET account urgently, please proceed to any of

our branches with a valid identification document to unlock the User ID or E-Token.

If you have entered the User ID and PIN correctly but still unable to login, please

try to clear browser cache.


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If you still unable to log in after trying all the above, please kindly

proceed to our branch for assistance.

Broswer Step Internet Explorer

1. In Internet Explorer, select the Tools button, point to Safety, and then select Delete browsing history.

2. Tick All types of data, and then select Delete. 3. Restart browser.

Google Chrome 1. In Chrome, select More button. Click More

tools and then select Clear browsing data. 2. Time range choose All Time., tick All types of

data, and then select Clear Data. 3. Restart browser.

Mozilla Firefox

1. In Firefox, Click the Library button , click History and then click Clear Recent History….

2. Time range to clear choose Everything.

3. Click Details, select All types of data, and then

select Clear Now. 4. Restart Browser.

Apple Safari 1. In Safari, click the Safari tab and select “Clear History…”

2. Choose All time range, Click Clear History.

3. Restart browser.


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10. How do I change my User ID and Password?

You may change your User ID via BOCNET during your 1st log in.

If you would like to change your password, you may log in to BOCNET, go to menu

and click “service setting” and “change password”. New password will be take

effective on the next log in.

11. What is the function of the E-Token?

E-Token is a security device that is provided to you to enable you to access

BOCNET.

It will generate a unique 6-digit passcode, also known as a one-time password

(OTP), which is displayed on a small screen on the E-Token, when activated by

user. Each OTP has a limited time frame and can only be used once. Hence,

please input the OTP within its time span for authentication when you log in to the

Service. If not, you will need to re-activate it again to obtain a new OTP. The

E-Token generally expires in 3-4 years and replacement can be done over the

Bank's counter.

12. What do I need to do if I had lost or misplaced the e-Token?

For personal customers, your first E-Token will be issued to you free of charge. In

the event of lost, theft or negligent damage to the E-Token, please proceed to one

of our branches with a valid identification card or passport to request for a

replacement. This fee is subject to change.

13. Can customer view all account overview?

After customer login the BOCNET, you may view all your BOCM accounts

summery via “Account Overview”.


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14. Which type of enquiry(ies) can be checked via BOCNET?

Customer can enquire the following account information:

Saving Account

Time Deposit Account

Current Account

Loan Account (only balance enquiry of loan repayment are available)

15. How long is the period of transaction statement available?

Customer may check the pass 12 month transaction records.

16. How can I link up or de-register my Savings, Current, Foreign

Currency, and Loan accounts on my BOCNET?

To link the accounts, please follow the follow steps:

Log in to BOCNET and select "My Accounts" followed by "Account Management".

Click "Register New Account" and choose the accounts that you want to link into

your BOCNET. Upon completion, click "Submit".

You can also deregister your account that is linked to BOCNET. However, you

cannot deregister and register the same account on the same day.

17. How can I perform a Fund Transfer?

You can add new payee(s) via BOCNET. You are required to key in an E-Token

OTP when submitting third party transfer transactions.

18. How to perform a 3rd party fund transfer?

Before you perform a 3rd party fund transfer, you may require to maintain / add

new payee information. Click “Transfer & Remittance” > “Payee Management” >

“Frequent Use Beneficially”. While performing the 3rd party fund transfer, User is

required to key in the Payee Name and beneficially account number.


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19. When can I perform a Fund Transfer?

Type of Transfer Transaction Time

Transfer to account within the

Bank (Same Currency)

At any time except during the system

maintenance period

Transfer to account within the

Bank (Cross Currencies)

Business days / Banking Hours

9:15 am - 4:00 pm

Pre-exchange Remittance

Remittance outside Malaysia in

USD/ CAD/ EUR/ GBP/ JPY/

SGD/ HKD

Interbank GIRO (IBG) Business days / Banking Hours

5.01 am - 11.59pm

JomPAY Business days / Banking Hours

5.01 am - 11.59pm

Business Day means Mondays to Fridays except when a public holiday or other

government gazetted holiday occurs on such days.


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20. What is the transfer limit for Funds Transfer?

For Personal Internet Banking, the transfer limits is as follows:

Electronic Banking Services

Transaction Type

Personal Online Banking

(BOCNET) Transaction Limit

Mobile Banking

Transaction Limit

Normal Account Normal Account

Per Transaction

(MYR)

Per Day

(MYR)

Per Transaction

(MYR)

Per Day

(MYR)

Transfer to own group of accounts

within BOCM

No Limit

No Limit

No Limit

No Limit

Transfer to third party accounts

within BOCM

10,000

50,000

10,000

50,000

Normal Remittances to outside

Malaysia

10,000

10,000

10,000

10,000

Pre-exchange RMB Remittances to

outside Malaysia

10,000

10,000

10,000

10,000

Interbank Giro (IBG)

50,000

50,000

50,000

50,000

First Party Fixed Deposit Placement No Limit No Limit No Limit No Limit

Transaction Type

External Account External Account

Per Transaction

(MYR)

Per Day

(MYR)

Per Transaction

(MYR)

Per Day

(MYR)

Transfer to own group of accounts

within BOCM

10,000

10,000

10,000

10,000

Transfer to third party accounts

within BOCM

10,000

10,000

10,000

10,000

Normal Remittances to outside

Malaysia

10,000

10,000

10,000

10,000

Pre-exchange RMB Remittances to

outside Malaysia

10,000

10,000

10,000

10,000

Interbank Giro (IBG)

10,000

10,000

10,000

10,000

First Party Fixed Deposit Placement 10,000 10,000 10,000 10,000


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This is the transaction limit set for the total amount that you may transact for any

combination of services performed via our Electronic Banking Services in a day.

This limit excludes the transfer of funds within your own BOC accounts.

Please note that the Bank reserves the right to change the daily transaction limits

anytime without prior notice.

21. How to check the foreign currency exchange rate?

You may check the foreign currency exchange rate via our web site; however this

is for reference only. The actual foreign currency exchange rates occur while you

perform a real time transaction.

22. Can I perform a cross-currency fund transfer transaction?

Yes, you can but it involved foreign exchange rate. The foreign exchange rate will

only take effective while you perform a real time transaction. The said fund

transfer will only allowed to perform during Monday to Friday Business hours.

23. How do I know the exchange rate for the transactions performed in

different currencies?

You may click on the ‘Exchange Rate Enquiry’ option on the transaction page to

get the real time exchange rate when you fill in the transfer instruction, but it may

differ from the actual rate you get as the exchange rate could change during the

time that you take to complete the transaction. Once you have completed the

transaction, click ‘Confirm’ and you will receive a confirmation showing the actual

exchange rate applied to the transfer.

24. What is the different between “International Remittances” and

“Pre-Exchange Remittances”?

a) International Remittance is a transfer funds to oversea (remittances) with

multiple currencies.

b) Pre-Exchange Remittance beneficially bank must be Bank of China Limited.

You may remit to Mainland China from Malaysia with MYR or USD and

beneficially will receive CNY. The transactions will be processed on the next

business day and received in generally T+3 (excluding Public Holidays),

depending on the receiving bank.


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25. What are the Fees and Charges for Remittances service?

For BOCNET, the fees and charges for remittances service are as below:

BOCNET Services Fees (Each transaction)

Outward Remittance (International)

Remit from MYR Account

Transaction ≤ RM5,000 Cable fees: RM30.00 + handling fees：RM2.00

Transaction ≥ RM5,000 Cable fees : RM30.00

Remit from FCA Account

Transaction ≤ RM5,000 Cable fees: RM30.00 + handling fees ： RM2.00+

service fees: USD 4.00

Transaction ≥ RM5,000 Cable fees : RM30.00+ service fees: USD 4.00

Outward Remittance (Pre-exchange)

Remit from MYR Account

Transaction ≤ RM5,000 Cable fees: RM30.00 + handling fees：RM2.00

Transaction ≥ RM5,000 Cable fees : RM30.00

Remit from FCA Account

Transaction ≤ RM5,000 Cable fees: RM30.00 + handling fees ： RM2.00+

service fees: USD 4.00 + agent Fees: CNY10.00

Transaction ≥ RM5,000 Cable fees: RM30.00+ service fees: USD 4.00 +

Agent fees: CNY10.00

Above fees and charges are subject to 0% GST.

26. How to perform international remittance and pre-exchange

remittance?

For “International Remittance”, click “Transfer & Remittance” > “Payee

Management” > “Frequent Use International Remittance Beneficially”. While you

register New Payee kindly fill in Beneficially Name, Beneficially Account Number,

Beneficially SWIFT code, and Beneficially Phone Number.


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For “Pre-exchange Remittance”, click “Transfer & Remittance” > “Payee

Management” > “Frequent Use Pre-exchange Remittance Beneficially”. While

you register New Payee kindly fill in Beneficially Name, Beneficially China ID Card

Number, Beneficially Account Number, Beneficially SWIFT code, and Beneficially

Phone Number.

27. How to check the foreign currency exchange rate?

You may check the foreign currency exchange rate via our web site; however this

is for reference only. The actual foreign currency exchange rates occur while you

perform a real time transaction.


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28. Return Fund

If the given beneficially information are not match, the return fund will be credit

back to your BOCM account, and it subject to fees and charges.

29. Am I required to open a Time Deposit Account with BOCM in order to

link to BOCNET?

Yes, you need to open a time deposit account with BOCM.

30. What type of foreign currency are supported by BOCNET?

EURO, USD, CNY, MYR.

31. Can I terminate my Time Deposit Placement before maturity?

Yes you can. For early termination, the pre maturity time deposit will impose

penalty charge.

32. If my time deposit via BOCNET has matured, how do I

proceed/manage?

For existing time deport the interest will roll over with the principle amount to the

next maturity date. However, the new placement the interest calculation will start

on the placement date itself.

33. How can I perform a stop cheque payment on my BOCNET?

When you lost, misplace and damage cheque, you may stop the payment of the

cheque via BOCNET.

Select your MYR Current Account and key in 5 digit branch code + 6 digit cheque

number to stop cheque payment.


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34. What are the Fees and Charges for stop cheque payment?

Dishonored cheque due to : Fees

- Insufficient funds and effect not cleared MYR100.00

Stop payment cheques presented with : Fees

- Insufficient funds MYR100.00

- Sufficient funds MYR10.00

Above fees and charges are subject to 0% GST.

35. How to do New and Old accounts reference?

You may check you New and Old account number via BOCNET.

36. Which type of function(s) does Loan Account enquiry include?

Only balance enquiries of loan repayment are available via BOCNET. Currently

BOCNET do not support loan installment repayment service.

37. Does loan account enquiry have a cut off time?

No, there is no cut off time for loan balance enquiry.

38. Can I check my loan account under BOCNET “Account Overview”

icon?

Yes, you may check your loan account balance under BOCNET Account

Overview.


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39. What system and browser requirement do I need for access to BOCNET?

Recommend operating system for optimal browsing:

Microsoft Windows 7, Windows 8, Windows 10 and above

Mac OS X 10.2 and above

Recommend browser for optimal browsing:

Microsoft Internet Explorer Version 11 and above

Google Chrome Version 37 and above

Apple Safari Version 7 and above

Mozilla Firefox Version 31 and above

BOCNET website is best viewed on 1024 x 768 pixels or above resolution. Kindly

update your browser to the latest version for better experience. Other systems or

operating system may not be compatible.

40. How to enable TLS 1.1 and TLS 1.2 in browser?

In order to secure BOCNET transaction, you need to enable Transport Layer

Security (TLS) 1.1 and 1.2.


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41. What should I do if I encounter SSL server certificate warning when I

access the Service?

If you encounter SSL server certificate warning when you access the Service, you

should terminate the login session and inform us by calling 03-20595566

immediately after logging off.

42. What if my computer hangs or the internet connection is cut off

during the course of performing a banking transaction via the

Service?

If this occurs, you should resume access to the Internet and log in to the Service

as per how you would normally. Check the balance or transaction records of your

account via “Accounts Overview” and “Transaction Records” in “My Accounts”,

and determine whether or not any transactions you were performing have been

successfully completed.

If the transactions have been successfully completed, you need not take any

further action. If the transactions have not been completed, you may perform the

transaction again according to your needs. If you have any questions or need

any help, please contact us.

43. What should I do if I find that the information displayed is in the

wrong format or incorrect?

Please contact us by calling 03-20595566 immediately for us to look into the

problem.


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