BOCHK Internet Banking

Bank of China (Hong Kong) (“BOCHK”) would like to alert customers and the general public to phishing messages and fraudulent websites which are intended to steal personal information and electronic banking credentials.

Fraudsters recently purported to be genuine buyers in Online Trading Platform and sent out phishing emails messages embedded with fraudulent website hyperlinks or QR codes which purported to be from Online Trading Platforms / Courier Services for deliveries verification, deals closure or payments collection. These phishing emails messages made different false claims such as falsely claiming that courier services required customers’ information for verifying the deliveries, or the platforms required customers to log into electronic banking account for closing the deals and collecting the payments, etc., and lured customers to click on the embedded hyperlinks or scan the QR codes in the messages and enter personal and electronic Banking credentials (including Internet Banking usernames, bank card numbers, login passwords, one-time passwords or mobile tokens) in the fraudulent websites.

The hyperlinks of these fake emails / QR codes and fraudulent websites will appear under different domain names or with slight variations from the official website addresses by adding a similar combination of letters, numbers or symbols, with intent to mislead and steal customers’ personal and for swindling customers out of money.

BOCHK reiterates that we would not ask for sensitive personal information such as bank account details, Internet Banking usernames, bank card numbers, login passwords, one-time passwords or mobile tokens, through phone calls, phone call recordings, emails, SMS messages, hyperlinks, QR codes, attachments, etc.

The Bank reminds customers to be vigilant against possible scams:
• Please carefully protect your personal information and electronic banking credentials (including Internet Banking usernames, bank card numbers, login passwords, one-time passwords and mobile tokens), do not disclose your personal information, electronic banking credentials and passwords, including the SMS one-time password and mobile token.
• When logging in or conducting transactions through electronic channels, customers are advised to access their Internet Banking or Mobile Banking accounts by typing the website address of BOCHK (www.bochk.com) directly into the browser address bar, or through the BOCHK Mobile Banking Application downloaded from official App stores or the Bank’s official website.
• Do not open email, SMS messages, attachments or click on the hyperlink from unknown sources. In case of doubt, please stop the operation and do not input any data. Please close the window and contact the Bank immediately and provide the suspicious hyperlink or screenshot (if any).
• If customers have provided personal information to suspected fraudulent websites, please immediately contact the Bank’s Customer Service Hotline at (852) 3988 2388 (press 3, # and 2 after language selection), and contact the Police.
• Review transactions record frequently through internet banking, mobile banking or statements to check if there is any suspicious or unauthorized transaction.
• Starting from 28 January 2024, BOCHK will use“Registered SMS Sender IDs”: #BOCHK、#BOCHK_TXN or #BOCHK_CC to send SMS messages regarding login/transaction to customers’ registered mobile phone number.
• If unusual login/transaction is detected on customer’s electronic banking account, BOCHK will send customer a two-way alert SMS (through any of the following phone numbers: +852 622649931110 or +852 645063570006) to customer’s registered mobile phone number. Please carefully verify the details in the SMS, such as transaction time, currency and amount before replying to that SMS.
• If customer have logged in/made the transaction, please reply with “1” after verifying that the SMS content is correct. If customer have not logged in / made the transaction, or the SMS content is incorrect, please reply with “9”. BOCHK will follow up per the response, including immediate suspension of the electronic banking transfer function after receiving the reply of “9”. If customer receive that SMS overseas, please contact BOCHK immediately and do not reply that SMS.

BOCHK will update the fraud alerts on the Bank’s website from time to time. For details, please visit www.bochk.com/en/aboutus/fraudalert.html. For more security information about our electronic banking services, please visit www.bochk.com/en/security.html.

Thank you for your continuous support! In our ongoing commitment to enhance service excellence, we are constantly refining our service standards. We hereby inform you that the concierge service currently provided by Ten Lifestyle Group will be available until November 30, 2024.

We understand that your needs may change over time. We are dedicated to bringing you exciting and stylish lifestyle privileges in the near future. Stay tuned for what’s next!

If you have any queries, please call our exclusive 24-hour Private Wealth Service Hotline at +852 3988 2188 or contact your relationship manager.

_{^{Notes: The above services are subject to the terms and conditions. The privileged offers, services and products provided to you by any third-party service provider (including the Concierge Service Provider) are provided directly to you by the relevant third-party service provider. The Bank is not responsible for the quality of any privileged offer, service and product provided by any third-party service provider or for its failure or delay in providing the designated privileged offers, services or products. You are required to make and resolve any complaint or dispute in relation to the privileged offers, services or products directly with the third-party service provider providing them.}}

_{^{In the event of any discrepancies between the Chinese and the English version of this notice, the Chinese version shall prevail.}}

Please be informed that the Bank’s “Conditions for Services” have been revised and will be effective from 1 December 2024 (“Effective Date”). Part A of the amendment details enclosed sets out a summary of the amendments to “Part 2: Banking Services” of the CFS. In Part B, details of the amendments are provided for your ease of reference.

By having any account with us or by using any of our service or functionalities we provide on or after the Effective Date, you acknowledge and agree that the amendments to the CFS shall be binding on you. If you do not accept the amendments, we may not be able to continue to provide services to you. Should you have any enquiry / response regarding the amendments, please call our customer services hotline at (852) 3988 2388.

The amended version of the CFS will be available at our official website (www.bochk.com) (Home > “Conditions for Services”) and displayed in our branches from the Effective Date. Should there be any discrepancy between the English and Chinese versions of this notice, the English version shall prevail.

Note: Customers can also download this customer notice from BOCHK website (www.bochk.com) (Home > “What’s new” > “Notice of Amendments to Conditions for Services”) on or before 31 December 2024 and customers may not be able to access or download such customer notice afterwards.

Part A: Key Amendments
“Conditions for Services” Part 2: Banking Services

Summary of the new Conditions
Part	Important Notes
14. Terms and Conditions regarding Giving Instructions by Phone and/or other digital Channels	To specify that giving instructions by phone and/or other digital channels, customers confirm that they have accepted and will be bound by these provisions.

Part B: Amendment Details
“Conditions for Services” Part 2: Banking Services
Introduce new Condition 14 as follows:
14.    Terms and Conditions regarding Giving Instructions by Phone and/or other digital Channels
14.1.   The type of same name account transfer of same currency, foreign exchange, time deposit, loans, credit card, investment and insurance instructions that can be provided to the Bank by telephone and/or other digital Channels (if applicable) shall be subject to such restrictions, conditions or confirmation procedures as may be imposed by the Bank from time to time for same name account transfer of same currency, foreign exchange, time deposit, loans, credit card, different investment and insurance products.
14.2.   The Bank may, and the customer(s) hereby authorize(s) the Bank to record these telephone and/or other digital Channels communications by writing and/or tape recording and/or any other means, and the Bank may deem such recordings as conclusive and binding evidence of the same as against the customer(s). The Bank shall be entitled to keep such recordings for as long as it considers necessary.
14.3.   All instructions given or purportedly given by the customer(s) and/or any other person(s) authorized (if applicable) to operate his/their account(s) on his/their behalf with respect to same name account transfer of same currency, foreign exchange, time deposit, loans, credit card, investment and insurance transactions by telephone and/or other digital Channels are binding on the customer(s).
14.4.   Where there are more than one account holder(s)/ authorized signatory(ies) (if applicable) signing jointly, the Bank may, in its discretion, accept and act on telephone and/or other digital Channels instructions given by any one of such account holder(s) singly or any one of such authorized signatory(ies) (if applicable) singly, and are binding on all other customer(s) in all respects notwithstanding the signing arrangement specified by the customer(s) to the Bank.
14.5.   The Bank has authentication measures in place to authenticate instructions given or purportedly given by the customer(s) or on his/their behalf (if applicable) by telephone and/or other digital Channels or to verify the identity of any person giving such instructions. Nevertheless, the Bank shall not be responsible for any losses, damages, costs or expenses which the customer(s) may suffer or incur as a result as the Bank shall be entitled to rely and act on such instructions which the Bank in good faith and after adopting the authentication measures believes to be genuine. The customer(s)understand(s) and fully accept(s) the risks in giving instructions by telephone and/or other digital Channels including the risk of any instruction being unauthorized or given by an unauthorized person.
14.6.   The Bank may, in its discretion, refuse to act upon any instructions given or purportedly given by the customer(s) or on his/their behalf (if applicable) by telephone and/or other digital Channels without any reason and without being responsible for any loss or damage suffered by the customer(s) thereby arising and may require his/their confirmation before acting on such instructions.
14.7.   Unless caused by the negligence or wilful misconduct of the Bank, the Bank shall not be liable for any losses, damages, costs or expenses that the customer(s) may suffer or incur resulting from the exercise of such discretion by the Bank by reason of any cause beyond the Bank’s control, including (without limitation) any breakdown or failure of transmission or recording facilities or whatsoever reason, or breakdown of or delay or error in transmission for any other reason.
14.8.   The customer(s) shall keep the Bank indemnified on demand against all actions, proceedings, claims, losses, damages, costs and expenses reasonably incurred by the Bank which may be brought against the Bank or suffered or incurred by the Bank arising directly or indirectly in connection with its accepting and/or relying on or acting on any instructions given by the customer(s) or on his/their behalf by telephone and/or other digital Channels, unless due to the negligence or wilful default of the Bank.

BOCHK would like to remind customers to stay vigilant to protect their own interests.

Through telemarketing or social media platforms, criminal syndicates would offer the benefit of making quick money and lure customers into selling or lending their bank accounts, or use customers’ personal credentials to open bank accounts. The syndicate will then use these ‘stooge accounts’ to collect and launder fraudulent payments or other crime proceeds.

BOCHK urges customers not to sell or lend their accounts to others as these may be abused for unlawful purposes and customers may expose themselves to the risk of committing money laundering offences of which the maximum penalty is imprisonment for 14 years and a fine of HK$5 million.

Please refer to relevant webpage of the Hong Kong Monetary Authority for more details:
https://www.hkma.gov.hk/eng/smart-consumers/dont-lend-sell-your-account/

To fight against the telecommunication and online frauds, the Police has rolled out the upgraded version “Scameter+” mobile application to help the public identify frauds and online pitfalls. The upgraded “Scameter+” mobile application features the following three new functions:

1) Call Alert
2) Website Detection
3) Public Intelligence

When the public encounters suspicious calls, online sellers, friend requests, job advertisements, investment websites, and the like, they can enter the platform account name or number, payment account, phone number, email address, URL, etc. to assess the risk of fraud and cyber security.

Please refer to the following website hyperlinks for the upgraded “Scameter+” information:
https://cyberdefender.hk/en-us/scameter/

BOCHK would like to remind customers to stay vigilant to telephone deception and investment fraud to protect their own interests.

Please refer to the following website for Police anti-deception information:-
https://www.adcc.gov.hk/en-hk/alerts-detail/alerts-1737386285726003201.html
https://www.adcc.gov.hk/en-hk/alerts-detail/alerts-1778727751727292417.html
https://cyberdefender.hk/en-us/investment_fraud/

Please be informed that the Bank’s “Conditions for Services” have been revised and will be effective from 30 June 2024 (“Effective Date”). Part A of the amendment details enclosed sets out a summary of the amendments to “Part 1: General Provisions” of the CFS. In Part B, details of the amendments are provided for your ease of reference.

By having any account with us or by using any of our service or functionalities we provide on or after the Effective Date, you acknowledge and agree that the amendments to the CFS shall be binding on you. If you do not accept the amendments, we may not be able to continue to provide services to you. Should you have any enquiry / response regarding the amendments, please call our customer services hotline at (852) 3988 2388.

The amended version of the CFS will be available at our official website (www.bochk.com) (Home > “Conditions for Services”) and displayed in our branches from the Effective Date. Should there be any discrepancy between the English and Chinese versions of this notice, the English version shall prevail.

Note: Customers can also download this customer notice from BOCHK website (www.bochk.com) (Home > “What’s new” > “Notice of Amendments to Conditions for Services”) on or before 30 August 2024 and customers may not be able to access or download such customer notice afterwards.

Part A: Key Amendments

“Conditions for Services” Part 1: General Provisions

Summary of the new Conditions
Part	Condition	Important Notes
25. Alerts and Fund Transfers	25.1 (a)	To specify that by making any Fund Transfer on or after the date on which these provisions come in effect, customers confirm that they have accepted and will be bound by these provisions.
	25.1 (b)	To define the terms “Alert”, “Anti-fraud Database”, “Hong Kong” and “Fund Transfer” in the provisions under Condition 25.
	25.2	To specify that the reason for sending Alerts is to help customers stay vigilant against frauds, scams and deceptions when making Fund Transfers.
	25.3 (a)	To specify that the Bank does not control the Anti-fraud Databases and compile the Alerts solely based on the information available from the Anti-fraud Databases from time to time. The Bank does not warrant whether the Fund Transfers are fraudulent.
	25.3 (b)	To specify that the Bank may compile and deliver the Alerts in such ways as it considers appropriate.
	25.3 (c)	To specify that the Bank is not liable for loss of any kind which customer may incur or suffer arising from any information available or omitted from any Anti-fraud Database, or any delay, unavailability, disruption, failure, error of or caused by any Anti-fraud Database, or arising from any circumstances beyond our reasonable control.
	25.3 (d)	To specify that the Bank is not liable for loss, damage or expense of any kind which customer or any other person may incur or suffer arising from or in connection with the Alerts or Fund Transfers affected by the Alerts, except to the extent that any loss incurred or suffered is direct and reasonably foreseeable, and arising directly and solely from our gross negligence or wilful default or that of our officers, employees or agents.
	25.3 (e)	To specify that in no event will the Bank be liable to customers or any other person for any loss of profit or any special, indirect, incidental, consequential or punitive loss or damages.
	25.3 (f)	To specify that nothing in these provisions is intended to exclude or restrict any right or liability to the extent of which it may not be lawfully excluded or restricted.
	25.4	To specify that customers are responsible for taking reasonably practicable steps to safeguard customers’ own interests, money and assets from fraud or other illegal activities. Customers should consider carefully whether to proceed with or cancel a Fund Transfer affected by an Alert.

Part B: Amendment Details
“Conditions for Services” Part 1: General Provisions
Introduce new Condition 25 as follows:
25.              Alerts and Fund Transfers
25.1          (a) The provisions under this Condition 25 apply to the Alerts and the Fund Transfers as defined below. If there is any inconsistency between these provisions and our Conditions of Services, these provisions will prevail insofar as the Alerts and Fund Transfers are concerned. By making any Fund Transfer on or after the date on which these provisions come in effect, you confirm that you have accepted and will be bound by these provisions.
(b) In these provisions, the following terms have the following meanings:
“Alert” means a warning message that a Fund Transfer or the relevant payee or payee account may involve fraud or scam.
“Anti-fraud Database” includes any anti-fraud search engine and/or anti-deception database (including but not limited to Scameter) operated or managed by the Hong Kong Police Force or any other law enforcement agency or governmental body or regulatory authority of Hong Kong, whether it is accessible by the public in general or by designated entities or organisations.
“Hong Kong” means the Hong Kong Special Administrative Region of the People’s Republic of China.
“Fund Transfer” means a transfer of fund by you through us via any channel or means or in any currency determined by us from time to time including but not limited to one or more of electronic banking, e-wallet, mobile banking, automatic teller machine, cash deposit machine, and bank counter at any of our branches ], whether the payee account is maintained with us or not; and if the context requires or permits, includes an instruction given by you to us to make a Fund Transfer.
25.2          Reason for sending Alerts
The Alerts are intended to help you stay vigilant against frauds, scams and deceptions when making Fund Transfers. You shall not take the Alerts as replacing your responsibility for safeguarding your own interests, money and assets from fraud or other illegal activities.
25.3          Our role, responsibilities and restriction of liability
(a) We:
(i) do not control the management, operation or any other aspect of the Anti-fraud Databases;
(ii) compile the Alerts solely based on the information available from the Anti-fraud Databases from time to time; and
(iii) would not compile any Alert relating to a payee, a payee account or a transaction if no information about it is available from the Anti-fraud Databases.
Therefore, we do not and cannot warrant whether the information available from any Anti-fraud Database is complete, true, accurate and up-to-date, and that the Fund Transfers for which you do not receive Alerts are not fraudulent nor that Fund Transfers for which you receive Alerts are fraudulent. Our records of its delivery of any Alert to you and any response from you whether to proceed or cancel any Fund Transfer shall have conclusive effect save for manifest error.
(b) We may compile and deliver the Alerts in such ways as it considers appropriate. We shall have sole discretion to determine and/or vary, from time to time and without further notice to you, the contents of the Alerts, the channels or means through which the Alerts are delivered, and/or the currency(ies) of the Fund Transfers, having regard to our needs and the feedback, comments, guidance or recommendations from the relevant persons. Relevant persons may include but not limited to law enforcement agencies or other governmental bodies, or regulatory authorities or industry associations of Hong Kong. We may deliver the Alerts to you by electronic or other means.
(c) We are not liable for loss, damage or expense of any kind which you or any other person may incur or suffer arising from any information available or omitted from any Anti-fraud Database, or any delay, unavailability, disruption, failure, error of or caused by any Anti-fraud Database, or arising from any circumstances beyond our reasonable control.
(d) We are not liable for loss, damage or expense of any kind which you or any other person may incur or suffer arising from or in connection with the Alerts (or any delay or unavailability of the Alerts), or the processing, execution or cancellation of Fund Transfers affected by the Alerts (or by any delay or unavailability of the Alerts), except to the extent that any loss, damage or expense incurred or suffered is direct and reasonably foreseeable, and arising directly and solely from our gross negligence or wilful default or that of its officers, employees or agents.
(e) In no event will we, our affiliates or group companies, our licensors, and our and their respective officers, employees and agents be liable to you or any other person for any loss of profit or any special, indirect, incidental, consequential or punitive loss or damages (whether or not they were foreseeable or likely to occur).
(f) Nothing in these provisions is intended to exclude or restrict any right or liability to the extent of which it may not be lawfully excluded or restricted.
25.4          Your responsibility
You are responsible for taking reasonably practicable steps to safeguard your own interests, money and assets from fraud or other illegal activities. You are responsible to check and ensure that the payee, the payee account, the transaction and the transaction details are real and trustworthy in each case. You should consider carefully whether to proceed with or cancel a Fund Transfer affected by an Alert. Your decision to proceed with or cancel a Fund Transfer affected by an Alert is binding on you and you shall be solely responsible for the consequences.

According to the latest rule adopted by U.S. Securities and Exchange Commission ("SEC"), starting from 28 May, the standard settlement cycle of US securities will shorten from two business days after the trade date (T+2) to one business day after the trade date (T+1). Please visit SEC website for more details.

In order to help members of the public verify the identities of SMS senders, with the support of the Hong Kong Monetary Authority (HKMA), the Hong Kong Police Force, the Office of the Communication Authority (OFCA) and the telecommunications industry, the “SMS Sender Registration Scheme” (“The Scheme”) will be extended to the banking industry for transmission and delivery of trusted SMS from Registered Senders. All banks participating in “The Scheme” have started using “Registered SMS Sender IDs” with prefix “#” to send SMS to local subscribers of mobile services in Hong Kong.

Starting from 28 January 2024, Bank of China (Hong Kong) (“the Bank”)will use “Registered SMS Sender IDs”: #BOCHK、#BOCHK_TXN or #BOCHK_CC to send SMS messages to customers’ registered mobile phone number.

Under the Scheme, SMS messages with sender IDs containing "#" but not sent by Registered Senders will be screened out by the telecommunications networks. Subscribers of mobile services are not required to apply for the service, install any mobile apps or change their handset settings. The Scheme is not applicable to:
i. SMS messages of which receiving parties are expected to reply to the senders via phone numbers; or
ii. Local subscribers of Single-Card-Multiple-Numbers/One-Card-Two-Numbers mobile service provided by non-Hong Kong operators.

Regarding the “SMS messages of which receiving parties are expected to reply to the senders via phone numbers”, The Bank will send you (through any of the following phone numbers: +852 622649931110 or +852 645063570006) to your registered mobile phone number, inviting you to reply whether you have logged in/made the transaction.

The Bank would like to remind customers under all circumstances, should stay highly vigilant when receiving SMS from unknown senders, and must not disclose to unidentified senders any personal information, bank account numbers or credit card details, transfer money or access any hyperlink in the SMS, to avoid suffering any loss.

Please refer to the following website for the Office of the Communication Authority SMS Sender Registration Scheme information: https://www.ofca.gov.hk/ssrs

To enhance your control over your BOC Card, you can now adjust the daily limit of BOC Card POS Transaction and Transfer, and block or unblock your BOC Card if necessary.

The daily limit for BOC Card POS transaction and transfer is preset at HKD/RMB 50,000. You may lower your limit (from HKD/RMB 50,000 to HKD/RMB 0) through Mobile Banking, Internet Banking, Online Chat or 24-hour Customer Service Hotline.

If you notice any unauthorized transactions on your BOC Card, please report them through our Customer Service Hotline (852) 2691 2323, Online Chat or in person at any of our branches.

You may also block the Card through Mobile Banking, Internet Banking, Online Chat or 24-hour Customer Service Hotline and unblock the Card through the channels mentioned above if you consider it safe to do so.

If unusual transaction / activity is detected on your credit card, Bank of China (Hong Kong) (“the Bank”) will send you a two-way alert SMS to your registered mobile phone number, inviting you to reply whether you have authorised / initiated it. Please carefully verify the details in the SMS, such as merchant name, transaction type, transaction amount and currency, before replying to that SMS.

If you have authorised the transaction / initiated the activity, please reply with "1" after verifying that the SMS content is correct. If you have not authorised / initiated it, or the SMS content is incorrect, please reply with "9". The Bank will follow up per your response, including immediate suspension of your credit card and contacting you for further details after receiving the reply of “9”.

Please note that:
1. Do not provide any personal and credit card information when replying that SMS. You may be charged for sending SMS by your telecom service provider.

2. If you have incorrectly replied that SMS, please contact the Bank immediately.

3. If you receive that SMS overseas, please contact the Bank immediately and do not reply that SMS.

The Bank has a stringent monitoring mechanism to safeguard your BOC Credit Cards. You are not liable for any unauthorised online transaction after our verification.

If you notice any unauthorised transaction:

1. You may log into your Mobile Banking or Internet Banking and reduce the Monthly Online Spending Limit to HK$0. You can also raise the limit when you feel safe. The steps are as follows:

Mobile Banking

Bottom right corner [Menu]>Setting> Setting Online Spending limit

Internet Banking

Personal setting> Setting Credit Card Monthly Online Spending Limit

You may use Online Customer Services (Online Chat) in Mobile Banking or Internet Banking for suspension or reporting a lost or stolen credit card;

2. If you have not registered for Mobile Banking or Internet Banking, you may contact BOC Credit Card 24-hour Customer Services Hotline (852) 2853 8828 or BOC Credit Card 24-hour Lost Card Reporting Hotline at (852) 2544 2222.

Please try to keep any screen captured images/evidences (if applicable) for our follow-up. For more details, please visit:
www.bochk.com/en/creditcard/service/chargeback.html

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