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Dear Customers:
We are excited to inform you that the Bank is on schedule to implement a new banking system during the Memorial Weekend from May 23, 2015 to May 26, 2015 in order to launch a full array of sophisticated banking products and services for you.
To ensure a smooth transition, we have prepared the following FAQs, which should answer many of your questions. If the following FAQs do not answer your question, please contact any of our branches and we will be more than happy to assist you.
General
Q: When will the Bank implement the new system?
A: May 26, 2015, on opening for business.
Q: Will my account number change?
A: No, your account number will not change.
Q: Will the fee schedules change?
A: No, the fee schedule will not change due to the system implementation. However, fees are subject to change from time to time.
Q: Will the Bank permanently close any of its branches because of the system implementation?
A: No, we are not closing any branches.
Q: Will the Bank temporarily close any branches because of the system implementation?
A: Yes, the Bank will temporarily close all thirteen of its branches for three days over the Memorial Day weekend from May 23 to May 25, 2015. All branches will reopen for business at their normal opening hour on Tuesday May 26, 2015.
Q: Will the Bank change any of the business hours of its branches after implementation?
A: Yes, the Bank will standardize the banking hours of our California branches. The hours for all California branches will be:
Monday thru Friday 9:00 am – 5:00 pm
Saturday 9:00 am – 2:00 pm
Business hours of our New York branches will not change.
Q: Will there be any change in products or services associated with the system implementation?
A: The new system will not affect any of your current products and services. The new system will enable us to offer more products and services in the future.
Q: Will there be any change in monthly account statements?
A: Yes, monthly statements will have a new design. Mailed monthly statements will no longer include check images unless you make a one-time request at any of our branches to receive check images thereafter. You may view check images at any time by logging on to your online banking service.
Debit Card / ATM Service
Q: Can I use my current debit card after the implementation?
A: Your current debit card is valid to May 26, 2015 at around 9:30 am Eastern Daylight Savings Time. The Bank will send you a replacement card to the address on file, which you should receive before May 26, 2015. Please notify us of any change to your address.
Q: Do I have to activate the new card?
A: You will need to activate the new card by contacting any one of the thirteen branches of the Bank, or by logging in the Bank's online banking portal at www.icbc-us.com. Instructions about how to activate the new card are included in the card letter.
Q: When I can start using the new card? When the old card will cease to function?
A: You should continue to use your old card until May 26, 2015. After activation, you can start using your new card on May 26, 2015.
Q: When will the old card cease to function?
A: The old card will stop functioning on May 26, 2015.
Q: Do I have to create a new debit card PIN?
A: Yes, the new card will require a new PIN. We will mail a temporary PIN to you after we send you your replacement card. On receipt of the new PIN, you can reset your PIN by visiting any of our ATMs / Branches on or after May 26, 2015. You can also change the PIN at any ATM that supports STAR Network.
Q: Will I receive separate notice regarding debit card changes?
A: Yes, you will receive notice concerning debit card related changes by mail together with your new replacement card.
Q: Will the Bank's ATMs be working during the branch closure?
A: Yes, the Bank's proprietary ATMs will operate over the Memorial Day weekend from May 23 to May 25, 2015. We will have to shut down each machine temporarily on either Tuesday May 26, 2015 or Wednesday May 27, 2015 for necessary software upgrades.
Online Banking
Q: I have a Business Account with the Bank. Will there be any change to my online banking login?
A: Yes, we will reset your login ID and we will distribute a security token for future use. We will also provide you a separate notice regarding all such changes in May.
Q: Will there be any changes to the online banking?
A: Yes, we are redesigning the Bank's portal through which you enter online banking. The new system will improve the online banking security. For business customers, the new system will enable us to implement an authentication token to increase security. For personal customers, we will implement cell phone/email verification for resetting passwords.
Q: Will there be any changes to my previously scheduled ‘future recurring transfers'?
A: Yes, the implementation requires us to cancel all previously created recurring transfers scheduled for processing on or after May 22, 2015. You would need to recreate any such transfers in the new online banking system starting from May 26, 2015. The implementation will not affect payments scheduled through Billpay, however, which we will migrate automatically.
Q: Do I have to reset my individual online banking password?
A: Yes, you will need to reset your password when you login to the new online banking system for the first time.
Q: Will my online banking services be affected because of the implementation?
A: Yes, online banking services may not be available intermittently from May 23 through May 25, 2015 because of the system upgrade.
Please contact any one of our branches (listed below) should you have any additional questions. We will be more than happy to assist you:
New York Region
Canal Street Main Branch
202 Canal Street
New York, NY 10013, USA
Tel: (212) 238-8208
Brooklyn Branch
5714 8th Avenue
Brooklyn, NY 11220, USA
Tel: (718) 210-0508
Flushing Branch
39-02 Main Street
Flushing, NY 11354, USA
Tel: (347) 905-9772
Northern California
San Francisco Chinatown Branch
1001 Grant Avenue
San Francisco, CA 94133, USA
Tel: (415) 352 6900
Clement Branch
622 Clement Street
San Francisco, CA 94118, USA
Tel: (415) 668-8877
Noriega Branch
1250 Noriega Street
San Francisco, CA 94122, USA
Tel: (415) 665-8877
Oakland Branch
401 9th Street
Oakland, CA 94607, USA
Tel: (510) 208-2140
South San Francisco Branch
235 Grand Avenue, Suite No. 101
South San Francisco, CA 94080, USA
Tel: (650) 872-9700
Southern California
Alhambra Branch
388 East Valley Boulevard, Suite 118
Alhambra, CA 91801, USA
Tel: (626) 300-8888
San Gabriel Branch
168 West Valley Boulevard
San Gabriel, CA 91776, USA
Tel: (626) 656-0880
Hacienda Heights Branch
17180 Colima Road,
Hacienda Heights, CA 91745, USA
Tel: (626) 965-3938
Temple City Branch
5773 Rosemead Boulevard,
Temple City, CA 91780, USA
Tel: (626) 656-8888
Torrance Branch
23133 Hawthorne Boulevard, Suite 100
Torrance, CA 90505, USA
Tel: (310) 802-7388
We have taken extra measures to minimize the impact on our customers of the implementation of the new system. Some inconvenience may arise, however, which we cannot avoid. We apologize for any inconvenience that does arise and, once again, we thank you for your business and look forward to continue serving your banking needs.
Sincerely,
Industrial and Commercial Bank of China (USA) NA
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