NOTICE ON SERVICE DISRUPTION

FAQ

CONTENTS
1 QUICK GUIDE 3 3 3 3 4 4 4 4 4 4 4 Q1. So, the bank is upgrading its system. What does this mean for me as a customer? Q2. Tell me more about the Service Disruption. Q3. Tell me more about the Account Number Change. 2 SERVICE DISRUPTION

Q1. What if I lose my ATM/Debit/ Credit Cards during the service disruptions? Q2. Cross-border transactions I will be out of country during system upgrade weekend. Will I be able to withdraw cash with my Malaysia CIMB ATM card? Q3. What if my Fixed Deposit Account matures during the service disruption? Q4. My loan payment is due during the service disruption. Will it be impacted? Q5. I have pre-authorized payment(s) plan from my CIMB Bank account. Will I need to do anything? Q6. Will the operating hours of CIMB Credit Card Service Centres be affected? 3 ACCOUNT NUMBER CHANGE

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Q1. So, there is an account number change. Is there anything I need to do? Q2. Which of the account number(s) will be changed and why? Q3. Where do I find my new account number(s)? Q4. I know my old account number, how can I find out what is the matching new account number?

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Q1.

QUICK GUIDE
Here is a snapshot of the FAQ for your quick reference. So, the bank is upgrading its system. What does this mean for me as a customer? What it means for you is that as a result, there will be a service disruption during the system upgrade and upon successful upgrade, there will also be a change in your account numbers.

Q2.

Tell me more about the Service Disruption. The scheduled service disruption is as follows:Date & Time Affected Services CIMB Bank / CIMB Islamic Branches and Service Centres 6- & 7-day banking branches & service centres (including Credit Card Service Centres) East Coast banking branches & service centres 11.45 pm, Friday, 31 January 2014 to 6.00 am, Monday, 3 February 2014 Self Service Terminals Automated Teller Machines (ATMs and MEPS) Cash Deposit Machines (CDM) Cheque Deposit Machines (CQM) Foreign Currency Dispenser (FCD) All debit card transactions Online Banking, (CIMB Clicks, BizChannel@CIMB, Gateway@CIMB, Host-to-host Connectivity) Mobile Banking (MyMobile, Clicks Apps, Mobile Banking Java) Self-service Phone Banking To avoid inconvenience, please plan your banking transactions in advance and ensure that you have sufficient cash for use over the long holiday weekend.

Q3.

Tell me more about the Account Number Change. Following the upgrade, effective Monday, 3 February 2014, all your existing Deposits and Loans/Financing accounts will be assigned new account numbers, with the exception of credit cards. In relation to this, we wish to highlight the following: a. b. While your old account numbers will continue to be operational*, please note that all our banking channels, statements and correspondences will display only the new account number from this date onward. To look up your old and/or new account number after 3 February 2014, you may: i. ii. iii. Visit any CIMB branch for assistance; Log on to CIMB Clicks or BizChannel@CIMB;; Call CIMB 24-hour self-service phone banking at 1300 880 900.

*Except for Self-Service Phone Banking & MyMobile

For more FAQs, please read on.

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Q1.

SERVICE DISRUPTION
What if I lose my ATM/Debit / Credit Cards during the service disruption? Kindly call our Contact Centre at 1300 800 990 or +603 2295 6100 if you are overseas to report the lost card and we will make the necessary arrangements.

Q2.

Cross-border transactions I will be out of country during system upgrade weekend. Will I be able to withdraw cash with my Malaysia CIMB ATM card? From 11.45 pm of Friday, 31 January 2014 to 6.00am of Monday, 3 February 2014, you will not be able to withdraw cash from any CIMB ATMs nor from any MEPS, CIRRUS, PLUS participating members banks using CIMB Cards. All CIMBs cross-border ATM withdrawal services will be temporarily unavailable. We advise you to plan and perform your banking transactions in advance if you are traveling abroad during the scheduled downtime.

Q3.

What if my Fixed Deposit (FD) Account matures during the service disruption? All FD accounts will automatically be renewed and the interest will roll over and credited to the account according to your renewal instructions. You will not be able to withdraw during the disruption.

Q4.

My loan payment is due during the service disruption. Will it be impacted? If you have set up a Standing Instruction or Periodic Payment Instruction, the payment will be processed as usual during the service disruption period. If you are making payments using cash, cheques via Self-Service Terminals (ATMs, CDM or CQM) or fund transfer, we advise you to do so before the service disruption begins at 11.45 pm, 31 January 2014, to avoid penalty charges.

Q5.

I have pre-authorized payment(s) plan from my CIMB Bank account. Will I need to do anything? No, you dont need to do anything. All existing Periodic Payment Instruction or Standing Instruction will be processed as usual.

Q6.

Will the operating hours of CIMB Credit Card Service Centres be affected? Yes. The Credit Card Service Centres will be closed from 11.45 pm, Friday, 31 January 2014, to 6:00 am, Monday, 3 February 2014, so you will not be able to make any type of payments. However, Credit Card purchases, including online transactions will still be accepted during the system upgrade window.

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Q1.

ACCOUNT NUMBER CHANGE

So, there is an account number change. Is there anything I need to do? No, you do not need to do anything as we have made it as seamless as possible for you. You do not need change your ATM/Debit card, Credit Cards, cheque book, passbook or Fixed Deposit certificates; You do not need to reset your existing Standing Instructions; You do not need to reset your existing CIMBclicks Favourite 3rd Party and Nicknames as well as BizChannel@CIMB Registered Accounts; 3rd parties do not need to reset their existing autopay instructions to your account.

If you inadvertently used your existing account number, it will still be accepted for most banking services*. While your old account numbers will continue to be operational*, please note that all our banking channels, statements and correspondences will display only the new account number after the upgrade.
*Except for Self-Service Phone Banking & MyMobile

Q2.

Which of the account number(s) will be changed and why? All Deposits and Loans / Financing Accounts will be assigned new account numbers with the exception of Credit Card account numbers upon completion of the system upgrade. The following is the structure of your new account number as compared to your existing account number: Product Types Deposit Account Loan / Financing Account Hire Purchase Account Existing Account Number Structure 14 Digits 14 Digits 12 Digits New Account Number Structure 10 Digits 10 and 17 Digits 10 and 17 Digits

Q3.

Where do I nd my new account number(s)? Your new account number(s) will be displayed in all banking channels, statements, and correspondences after 3 February 2014.

Q4.

I know my old account number, how can I nd out what the matching new account number is? There are 3 ways you can do this after 3 February 2014, which are: i. ii. iii. Visit any CIMB Branch for assistance; Log into CIMBclicks or BizChannel@CIMB; Call our customer care hotline at 1300 880 900.

Please note that for security reasons, the Bank will not send any email, call or SMS you to solicit sensitive information. If you do receive such requests, please call us at 1300 880 900 or +603 2295 6100 if you are overseas. Alternatively, email us at callcentre@cimb.com