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FAQ

e-Statement Service Related

What is e-Statement Service?
You may receive your statement in electronic format via Personal Internet Banking when you subscribe the e-Statement Service.
What types of statements can be viewed via Personal Internet Banking?
You can view the following types of statements via Personal Internet Banking:
 
  • HKD/ FC No Passbook Savings Account statement
  • HKD/ USD/ CNY Checking Account statement
  • Deposit Accounts Consolidated Statement
  • HKD/ RMB Credit Card Account Monthly Statement
  • Securities Account Statement
How can I enrol or cancel e-Statement Service?
For sole account, you can logon Personal Internet Banking and go to " Statement - Enrolment / Cancellation e-Statement" to enrol or cancel e-Statement Service for your accounts registered in i-Banking service.
When will my Enrolment or Cancellation of e-Statement instruction be effective?
If you enrol or cancel e-Statement Service via Personal Internet Banking, your instruction will be effective in 3 working days.

If you enrol or cancel e-Statement Service by submitting an "Instruction and Request Form for i-Banking - Enrolment / Cancellation for e-Statement Service", your instruction will be effective in 7 working days.
Will I continue to receive physical statements if I enrolled the e-Statement Service?
We will not provide physical copies of statements for accounts enrolled for e-statement service.
How long will the e-Statements be retained in the "e-Statement"?
For the deposit account, securities account or credit card enrolled for e-statement service, its e-statements will be retained for 24 months in "e-Statement".

For the deposit account, securities account or credit card not enrolled for e-statement service, its e-Statement will be retained for 3 months only.

Note: 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.
 
Will I be notified when new e-Statement is available?
An email notification will be sent to your registered email address when a new e-Statement is available.

Should there be any changes of your email address or other contact details, please notify us at your earliest convenience.

If you have not registered an email address or your email address is no longer valid, please download and complete the "Notice for Change of Contact Details", and return the form to any of our branches.
 
How can I amend my registered email address?
You can update your email address by downloading and return a completed "Notice for Change of Contact Details" form to any of our branches.
If I have not received any email notification, does this represent that my account has no new e-Statement?
No, if you have not received any email notification, it does not represent that your account has no new e-Statement. Please logon Internet Banking to view your e-Statement in "e-Statement" and check the setting of your email account from time to time.
If my account has been deleted from i-Banking service, or my Personal Internet Banking services has been terminated, or my account has been closed, can I view my e-Statement online?
If your account has been deleted from i-Banking service, or your Personal Internet Banking services has been terminated, or your account has been closed, you will not be able to view your e-Statement of the related account online. You are advised to download and save your e-statement for your record.

Note: You can request for copies of statement at our branches if necessary.
If my account has been deleted from i-Banking service, or my Personal Internet Banking services has been terminated, will the e-Statement Service of the account be cancelled automatically?
If your account has been deleted from i-Banking service, or your Personal Internet Banking services has been terminated, the e-Statement Service of the account will be cancelled automatically. We will resume providing its physical statements.
If I wish to enrol e-Statement Service for my deposit accounts consolidated statement, do I need to register all accounts under the deposit accounts consolidated statement for i-Banking service?
For deposit accounts consolidated statement, you only need to register its primary account for i-Banking service.
If I have amended/ deleted the primary account of my deposit accounts consolidated statement, or my deposit accounts consolidated statement is cancelled, can I view the deposit accounts consolidated statement online?
If you have amended/ deleted the primary account of your deposit accounts consolidated statement, or your deposit accounts consolidated statement is cancelled, you cannot view the deposit accounts consolidated statement online. You are advised to download and save your e-statement for your record.

You can request for copies of statement at our branches if necessary.
If my deposit accounts consolidated statement has been enrolled for e-Statement Service and I have amended/ deleted the primary account of my deposit accounts consolidated statement, do I need to enrol e-Statement service again for the new primary account
If you have amended/ deleted the primary account of your deposit accounts consolidated statement, you need to enrol e-Statement service again for the new primary account number (The new primary account must be registered for i-Banking service).
Can I request the Bank to provide me with a duplicate copy of the statement which has been deleted by the system after retention period?
Yes, you can request for statement reprint through Internet banking or visit any of our branches in person.

You may be required to pay a charges for obtaining a hard copy of any statement that is no longer available for access and downloading through the bank's website. You are advised to print out or download your e-Statements if you wish to keep a copy for your records.

 
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