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General FAQ for Connect Online Banking and Mobile …

Updated: MARCH 2018 General FAQ for Connect Online Banking and Mobile Banking Q1. What is Connect Online? A1. Connect Online is the Online Banking of Hong Leong Connect, a brand that brings you a host of digital banking

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Text of General FAQ for Connect Online Banking and Mobile …

Updated: MARCH 2018 General FAQ for Connect Online Banking and Mobile Banking Q1. What is Connect Online? A1. Connect Online is the Online Banking of Hong Leong Connect, a brand that brings you a host of digital banking services offered by HLB. At the moment, Hong Leong Connect offers Online Banking, Mobile Banking on four (4) smart phone platforms iOS, Android, Windows and BlackBerry, and Tablet Banking on iOS. Connect Online is accessible 24 hours a day. However, there will be a short 15 minutes maintenance gap between - where users will only be able to view account balance and make funds transfer to own or other Hong Leong accounts. Note: MACH feature & eProducts (under Apply module) are only available between 6am Q2. Who is eligible to register for Connect Online? A2. Connect Online is open to all Hong Leong Bank Berhad (HLBB) and Hong Leong Islamic Bank (HLISB) retail banking customers with an active account. Q3. What are the new enhancements of Connect Online? A3. The new Connect Online offers a simpler and easier banking experience from registration/reset to navigation shortcuts and customization of your account settings online. Q4. What are the minimum system requirements for using Connect Online? A4. We suggest the followings as the minimum system requirements: Pentium PC (233 MHZ or better) Windows XP or better Microsoft Internet Explorer However, we highly recommend Internet Explorer or above for an optimized user experience Google Chrome version 14 or above Mozilla Firefox version 4 or above Safari version 4 or above Opera version 10 or above Internet browser on native mobile phone and tablet Q5. What will happen if I am using outdated internet browsers not specified above to access Connect Online? A5. Outdated internet browsers are less stable, and much more vulnerable to viruses, malware, and other security issues. In addition, the outdated internet browser s display capability are very limited, Connect Online will neither look nor function in the same way in an outdated compared to an updated browsers. Hence, we highly recommend you to use the internet browsers specified above to access Connect Online in order to have an optimized user experience. Q6. Can I access Connect Online from abroad? A6. Yes, Connect Online can be accessed from anywhere in the world via Internet. All you need is a computer terminal or personal electronic device with Internet connection and Internet browser. Q7. Is there any fee incurred when using Connect Online? A7. There is no charge for using Connect Online. However, other banking service charges are applicable for transactions such as Interbank GIRO (IBG), Instant Transfer, Bill Payment, Stop Cheque and Statement Request. Q8. What kind of security protection does the Bank provide to its customers who use Connect Online? A8. HLB has incorporated the following security features: Up to 256-bit encryption with 128-bit minimum enabled by SSL certificate to secure online transactions. 8-16 characters of alphabets and numbers Password for all Connect customers. ATM PIN / Credit Card ATM PIN / Temporary ID for registration or reset with Connect. TAC will be used as an additional method to identify that it is you who is authorising the session / transaction in Connect Online. TAC will be auto-triggered to your registered mobile number to authenticate certain online transactions, several settings, registration and reset. Security Picture to confirm that you are accessing the genuine Connect Online. Connect Online will automatically log off if there is no activity performed after a while. Updated: MARCH 2018 Your Connect will be deactivated (dormant) if you do not login for 12 months. Updated: MARCH 2018 Registration and Reset Q9. How do I register Connect Online? A9. Before registration, please ensure: 1) You have registered or updated your current mobile number for TAC at any of our branches or ATMs. 2) You will also need these items when registering with: ATM / Debit Card: -ATM / Debit Card Number -ATM PIN -TAC (Transaction Authorisation Code) Credit Card: -Credit Card Number -Credit Card ATM PIN -TAC (Transaction Authorisation Code) Fixed Deposit or Loan Account: -Account Number -Temporary ID* -TAC (Transaction Authorisation Code) * Please visit any of our branches to request for a Temporary ID. 3) Once you have the items above, visit Connect website at Click on Register here" to register: Note: Upon login for the first time, you will be prompted with First Time Login Settings to customize your own account(s) for Online Viewing and/or Online Transfer. Updated: MARCH 2018 Q10. How do I login to Connect Online? A10. Please follow the below steps: 1) At , input your Username and click on the Next button. 2) The Password input screen will be displayed. Check on the checkbox to acknowledge the security picture and input your Password. 3) Click on the Login button to proceed for login. Q11. What is ATM PIN? A11. It is a 6-digit number chosen by you for an ATM / Debit Card issued to you under your Current / Saving account. If you do not have an ATM PIN, please visit any of our branches for assistance. Q12. What is Credit Card ATM PIN? A12. It is a 6-digit number Credit Card ATM PIN. Once you received your PIN mailer/ via SMS, you are required to change the PIN number at any Hong Leong Bank s ATM before you can proceed with the registration please call our Customer Service at 603-7626 8899 to request for the PIN mailer/ via SMS. Q13. What is Temporary ID? A13. It is a 10-character of alphabets and numbers issued to you upon your request. If you do not have a Temporary ID, please visit any of our branches for assistance. For overseas customers only, please call our Customer Service at +603-7626 8899. Q14. Is there a validity period for the Temporary ID issued to me? A14. Yes, the validity period is 3 days. Q15. How long will it take for me to receive the email confirmation for my Temporary ID if I am residing overseas? A15. It will take 3 working days to process the Temporary ID. Q16. What is TAC and what is the use of TAC? A16. TAC means "Transaction Authorisation Code". It is a 6-digit unique security code used for Registration and Reset Connect Online account settings and maintenance Specific online banking transactions Q17. How to register or update my mobile number for TAC? A17. You may register or update via: 1) Any of our ATM 2) Visit any of our branches Updated: MARCH 2018 Note: For overseas customers only, please call our Customer Service at +603-7626 8899Updated: MARCH 2018 Q18. I forgot my Username / Password, what should I do? A18. You may reset your Connect. 1) Prepare the same items needed as per registration, refer to Q9 2) Visit Connect website at 3) Select Forgot Username/Password on Secured Login screen to reset: Q19. I can t login to my Connect? What should I do? A19. There are 2 possibilities: 1) You ve not logged in for 12 months and became dormant 2) You entered wrong password, username or both Note: You may reset your Connect, refer to Q17. Q20. Can I change my username? A20. Yes, you may change your username by resetting your Connect. Important: You have to change your password as well. Please refer to Q17 for the reset process. Q21. What can be done if I suspect unauthorised access to my Connect? A21. There are 2 options: 1) You are advised to call our Customer Service as soon as possible to suspend your account at +603-7626 8899. 2) You may also login to Connect Online to change your Password. Select Settings > Change Password . Overview Q22. What is the quickest and easiest way to navigate and access to the common functions in Connect Online? A22. Please find the Quick Link section at the bottom of any pages after logins. You can easily navigate and access to function that you wish to perform in Connect Online using this section. Q23. I am a registered Connect user and own a Hong Leong supplementary credit card, why I am unable to Updated: MARCH 2018 view my supplementary credit card details via Connect Online? A23. Principle and supplementary credit card details can only be viewed if you are the Hong Leong principle credit cardholder. Pay & Transact Own Account Transfer / Other Account Transfer / Bill Payment / Reload Services Q24. What is the usage of the Recurring Transfer in Connect Online? A24. The Recurring Transfer is for customers who to set Standing Instruction to repeat the same set transaction on a Daily, Weekly, every two weeks, Monthly, Quarterly, Half-Yearly, or Yearly basis. Q25. What is the usage of the Manage Standing Instruction (SI) in Connect Online? A25. Manage Standing Instruction (SI) is for customer who wish to perform Copy , Skip or Cancel for the Recurring Transfer that they have set up. Copy to duplicate the transaction details of the respective SI Skip to skip the Next Process Date of the respective SI Cancel to cancel the remaining schedule of the respective SI Transfer to Other Account Q26. What are the differences between 3rd Party HLB, IBG & Instant Transfer? A26. Kindly refer to the table below: Items Fund Transfer Service 3rd Party HLB InterBank GIRO (IBG) Instant Transfer Effectiveness Immediate Refer to the table below Immediate* *Subject to system availability of the beneficiary bank Receiving banks Hong Leong Bank All MyClear participating banks All MEPS participating banks Receiving Bank Account Type Current / Savings, Credit Card, Loan / Financing account Transfer Limit Subjected to the daily total online transaction limit: Maximum of RM50, per day Subjected to the daily total (IBG + Instant Transfer) online transaction limit: RM50, per day Transfer Fee (Not Applicable) per transfer per transfer (*effective 1 June 2015) Eligibility Connect users with Current and Savings account IBG FUNDS TRANSFER Payment Initiated by Customers *Funds Received by Beneficiaries *Refund for Unsuccessful Transactions (Business Days) Before 5:00am Same Business Day By 11:00am By 5:00pm 5:01am to 8:00am By 2:00pm By 8:20pm 8:01 to 11:00pm By 5:00pm By 11:00pm 11:01am to 2:00pm By 8:20pm By 11:00am (Next Business Day) 2:011pm to 5:00pm By 11:00pm After 5:00pm Next Business Day By 11:00am By 5:00pm Updated: MARCH 2018 Saturday, Sunday and Federal Territory Public Holidays (Non- Business Days) Next Business Day By 11:00am By 5:00pm *For normal circumstances Updated: MARCH 2018 Q27. Can I perform fund transfer if I am residing oversea? Will I be able to obtain the Transaction Authorization Code (TAC) via my oversea mobile phone? A27. Yes, you will be able to receive the TAC provided that you have registered your overseas mobile number with us. Q28. Is TAC required for fund transfer via Connect Online? System will prompt customer to input TAC when customer performs the first fund transfer / reload / payment for a Favourite Account / Bill / Reload (registered beneficiary account) via any of the below functions. a. Transfer to third party HLB account (intrabank transfer) b. Interbak GIRO (MyClear IBG) c. Instant Transfer (MEPS eIBFT) Transfer e. Bill Payment (including JomPAY) f. Prepaid Reload TAC is not required for subsequent fund transfer to a Favourite Account, except for Prepaid Reload transaction. TAC is required for every reload, including reload to Favourite Reload. If TAC validation failed during the first fund transfer to a Favourite Account, subsequent fund transfer initiated by customer will still be prompted for TAC validation. However, if TAC validation is successful for the first fund transfer but, transaction is rejected ( due to dormant account, transaction timeout), subsequent transfer will no longer be prompted for TAC validation. Q29. Will recipients know the identity of the person(s) who transfer funds to them? A29. Yes, your name as per your Identity Card / Passport will appear on the recipient's statement. Reload Services Q30. What kind of reload services available via Connect Online? A30. The major categories of reload services available for Connect Online are Prepaid Mobile, Internet Access, Game Credit/Point and IDD & STD. Q31. Is there any additional charge incurred to use Reload Services? A31. No. Q32. What happens if I do not see my reload PIN? A32. There are 2 circumstances: 1) PIN-based reloads - Select "Pay & Transact" View History . Click the reference number for the re can retrieve your reload PIN in this page. 2) Auto reloads - This reload method does not need a PIN. You are advised to check if the mobile number is reloaded. If the respective mobile number is not reloaded, you may call our Customer Service at +603-7626 8899. Q33. I have made a purchase for a wrong reload product. Can I cancel the transaction? A33. No, if you have purchased for the wrong reload product and confirmed the purchase when prompted, the transaction cannot be cancelled. Q34. Can I reload a 3rd party Junior Debit Card? A34. No, currently Connect Online only allows reload to own Junior Debit Card. Updated: MARCH 2018 Online Transactions Q35. Can I view my loan account transaction history via Connect Online? A35. No, however you are able to view your loan summary details which are made available. Q36. How many months of online transaction history performed via Connect Online can I view? A36. You may view up to 120 days of online transaction history. Q37. Can I download my online transactions history for my record purposes? How should I do it? A37. Yes, you are able to download your online transactions into Excel format. Go to Pay & Transact > Online Transactions > View History > Download CSV Statement / Invoices Q38. Can I request e-statement via Connect Online? A38. Yes, you can download the e-statements upon login to Connect Online. Go to Statement / Invoice > Online Statement Q39. Can I request my statement to be sent through email? A39. Yes, you may register or update your email address upon login to Connect Online. Go to Statement / Invoice > Settings > Email Statement Subscription . Other Services Debit / ATM Card Q40. What is the use of Create / Change PIN function Debit / ATM Card in Connect Online? A40. This function allows you to create a 6-digit PIN for your new Debit / ATM Card OR change the existing PIN to a new PIN. Go to Other Services > Click on Create / Change PIN under Debit / ATM Card Updated: MARCH 2018 Q41. What is the use of Reset Forgotten PIN function under Debit / ATM Card in Connect Online? A41. This function allows you to reset or uplift blocked Credit Card/ Debit Card 6-digit PIN via Connect online. Go to Other Services > Click on Reset Forgotten PIN under Debit / ATM Card Q42. What is the use of Change ATM Withdrawal / Transfer Limit function in Connect Online? A42: This function allows you to set or change your ATM Withdrawal limit as well as your ATM transfer limit. Go to Other Services > Click on Change ATM Withdrawal / Transfer Limit under Debit / ATM Card Q43. What is the use of Change Retail / Online Purchase Limit in Connect Online? A43. Retail Transaction Limit is the amount you allow for debiting from your HLB Current / Savings account when using your Debit Card for retail purchases at merchant outlets and purchases made on the Internet. Go to Other Services > Click on Change Retail / Online Purchase Limit under Debit / ATM Card is the use of Change Overseas Withdrawal and Debit Card Settings function on Connect Online? A44. This function allows you to subscribe to other services offered by your ATM / Debit Card as below: 1) Mail / Telephone Order (MOTO) and Auto Debit; 2) Overseas ATM Withdrawal**; 3) Overseas Retail Purchase**; and 4) Non-3D Internet Purchase. Go to Other Services > Click on Change Overseas Withdrawal and Debit Card Settings under Debit / ATM Card **For added security, we encourage you to de-active from this function(s) when you return home from overseas. Q45. Report Lost / Stolen Card & Fraud A45. This function allows you to report Lost / Stolen debit card or if you suspect fraudulent activities on your debit card via Connect Online. Go to Other Services > Click on Report Lost / Stolen Card & Fraud under Debit / ATM Card Credit Card Q46. What is the use of Create / Change PIN function under Credit Card in Connect Online? A46. This function allows you to create a 6-digit PIN for your new Credit Card OR change the existing PIN to a new PIN. Go to Other Services > Click on Create / Change PIN under Credit Card Q47. What is the use of Reset Forgotten PIN function under Credit Card in Connect Online? function allows you to reset or uplift blocked Credit Card 6-digit PIN via Connect online. Go to Other Services > Click on Reset Forgotten PIN under Credit Card Q48. What is the use of Activate Card function under Credit Card in Other Services A48. This function allows you to activate your new credit card on Connect Online. Just log in to your Connect account and click on Other Services and click on Activate Card under Credit Card Q50. What is the use of Request Card Replacement under Other Services ? Updated: MARCH 2018 A50. This function allows you to request for card replacement via Connect Online. Just log in to your Connect account and click on Other Services and click on Request For Card Replacement under Credit Card Q51. What is the use of Report Lost / Stolen Card & Fraud under Other Services ? A51. This function allows you to report your lost / stolen credit card or if you suspect fraudulent activities on your credit card via Connect Online. Just log in to your Connect account and click on Other Services and click on Report Lost / Stolen Card & Fraud under Credit Card Q52. What is the use of Notify Overseas Travel under Other Services ? A52. This function allows you to notify the bank of your impending overseas travel and card usage plan. Just log in to your Connect account and click on Other Services and click on Notify Overseas Travel under Credit Card Q53. What is the use of Inquire / Redeem Rewards Points under Other Services ? A53. This function allows you to check your credit card rewards points and redeem a reward using your credit cards rewards points via Connect Online. Just log in to your Connect account and click on Other Services and click on Inquire / Redeem Rewards Points under Credit Card Q54. What is the use of Redeem Fortune Credit Card Rewards under Other Services ? A54. This function allows you to check your Fortune credit card rewards points and redeem a rewards using that points via Connect Online. Just log in to your Connect account and click on Other Services and click on Redeem Fortune Credit Card Rewards Q55. Where do I see my past activities for Other Services in Connect? A55. You can click on the View Service Request History box at the bottom right of Other Services overlay. Your past activities related to Activate Card , Notify Overseas Travel , Request Card Replacement , Report Lost / Stolen Card & Fraud & Request Increase of Credit Limit will be displayed here. Cheque Q56. What is the use of Cheque Status Inquiry function under Other Services? A56. This function allows you to check if the cheque you issued has been cashed out. Just log in to your account, go to Other Services and click on Cheque Status Inquiry under other Services Q57. What us the use of Cheque Book Request function under Other Services ? A57. This function allows you to request for cheque book via Connect Online. Just log in to your Connect Online and go to Other Services and click on Cheque Book Request under Cheque Q58. What is the use of Stop Cheque \ Request function under Other Services ? A58. This function allows you to stop cashing out of cheque that has been issued from your cheque book. Go to Other Services , click on Stop Cheque Request under Cheque Direct Debit Instruction / Mandate Q59. What is Direct Debit Instruction / Mandate A59. Direct Debit Instruction / Mandate displays the lists and statuses of Direct Debit Mandate instruction you have given the Bank to collect / debit the amount as billed by the biller directly from your account. Q60. What does the status mean: Successful, Rejected, Terminated or Expired? Updated: MARCH 2018 A60. Only successful processed Direct Debit Mandate is reflected/ displays here. Please contact the biller / merchant if you do not see a Direct Debit instruction you have made. Q61. What should I do if my Direct Debit Mandate status is incorrect? A61. Contact our Customer Service at +603-7626 8899 and we will investigate the issue for you. Q62. Where do I apply for Direct Debit Mandate? A62. You may apply for Direct Debit Mandate from the biller / merchant that you wish to make Direct Debit payment to. Q63. Where do I terminate my Direct Debit Mandate? A63. You may terminate the Direct Debit Mandate from the biller / merchant that you have been making Direct Debit payment to. Settings Q64. What is online transaction limit? How to change it? A64. Online transaction limit is the amount you allow for debiting directly from your HLB Current / Savings account for transactions made via Connect and transactions made via merchant's website. Basically, it is a limit for all transactions that requires you to login to Connect. This includes 3rd party HLB Transfer, Instant Transfer, IBG, Online Bill / Retail Transaction, Prepaid Reload, HLeBroking Transfer, Junior Debit Card Reload, MACH Fixed Deposit Placement and PEx. Note: To change the limit, select Settings Change Online Transaction Limit . A TAC is required to complete this request. Q65. What is the use of Customise My Accounts function in Connect Online? A65. This is about customizing each of your HLB accounts for either: 1) to be enabled for viewing and transacting online 2) to be enabled for viewing online ONLY 3) to be disabled for viewing and transacting online Q66. Can I change my mailing address for my loan account (Personal Loan / Mortgage Loan) via Connect Online? How can it be done? A66. No, you are required to fill up the Service Request Form in any of our branches to proceed with such request. Q67. Can I update my contact details via Connect? A67. Yes, you can update your contact details with the bank on Connect Online. Just log in to your Connect account and click on Settings and select the product that you want to update your contact details. Enter the 6-Digit TAC sent to your mobile phone and click Next to proceed. Follow the step by step instruction to update your details. Q68. If I want to disable my account in Connect Online from performing transaction, but still want to view it online. What should I do? A68. Go to Other Services in Connect Online, click Customise My Accounts , tick Allow For Online Viewing and unselect For Pay & Transact . Q69. I have been prompted to customise my accounts when I first login to Connect Online, what is the setting for? A69. The setting is for you to customise your own account(s) for Online Viewing and/or Online Transfer, you may refer to Q48 for more information. Updated: MARCH 2018 Apply Online Products (e-Products) Note: Any of the e-Products cannot be performed between 12-6am. Online Wasiat / Will (e-Wasiat/e-Will provided by Amanah Raya Berhad) Q70. What are the services provided when I signed up for e-Will or e-Wasiat via Hong Leong Connect? A70. By signing up the e-Will or e-Wasiat via your Hong Leong Connect, you are submitting your Will or Wasiat application form, Basic Will or Wasiat Document and paying the Will Writing Service Fee via Hong Leong Connect. The executor for your Will or Wasiat will be Amanah Raya Berhad. Q71. What are the processes involved for e-Will or e-Wasiat application via Hong Leong Connect? A71. Upon successful online submission and payment, you shall receive the printed application form and Basic Will or Wasiat Document via mail at your registered address. You are required to read the application form and Basic Will or Wasiat Document to confirm that all information therein is correct. If in order, you shall sign: the Will in the presence of two [2] witnesses who are 18 years old and above, or the Wasiat in the presence of two [2] male Muslims witnesses who are 18 years old and above. Note: Ensure that the witnesses simultaneously sign as witnesses to your signature. You shall send the signed and witnessed forms together with a copy of your IC and witnesses IC using the reply (paid) envelope to Amanah Raya Berhad. Q72. When will I start receiving the printed documents? will receive your printed documents from the Bank within fourteen (14) working days upon payment made via Hong Leong Connect. Q73. Upon receiving the printed documents, when do I need to submit the signed documents? A73. You will need to submit the completed documents within fourteen (14) working days upon receiving the documents. Q74. What if I never return the documents? A74. Customers who have not submitted the documents to Amanah Raya Berhad will not receive their Will or Wasiat registration number and card from Amanah Raya Berhad. Q75. Do I need to pay for the postage fee? The postage fee has been paid by the Bank. Q76. What if I did not receive the printed documents? can call us at 03-7626 8899 Q77. Is this safe? Will someone else be able to view my e-Will or e-Wasiat? A77. As long as you do not share your username and password, only you will have access to your e-Will or e-Wasiat. This service is exclusive for your use only, no submission on behalf of others is allowed. Q78. How will I know whether my e-Will or e-Wasiat application is successful? A78. You will receive a Will or Wasiat card from Amanah Raya Berhad with Comprehensive Will or Wasiat Form via mail to your registered mailing address. Q79. Can I cancel this application after I have made the payment? A79. No, the Bank will process your application upon successful payment, but you may cancel your application any time before the payment is made. Updated: MARCH 2018 Online Fixed Deposit(e-FD) Q80. What is an eFD? A80. eFD is a receipt-less Fixed Deposit that can be placed and withdrawn via Hong Leong Connect. Q81. Who is eligible to open an eFD account? A81. eFD is open to all individuals aged 18 years and above having a Current or Savings Account with the Bank. Q82. What is the minimum placement? A82. Minimum placement will be as follows: For 1 month RM5,000 For 2 months and above RM500 Q83. How the interest of eFD will be paid? A83. Interest will be credited into the linked account on a monthly basis or upon maturity. Q84. Any penalty for premature withdrawal? A84. ABM rules apply for any premature withdrawal. No interest to be paid for premature withdrawal of 3 months and below and half of contracted rate for any prematurity withdrawal for FD more than 3 months. Q85. Can I make partial withdrawal? A85 Partial withdrawal of eFD is not available. Q85. Can I open a joint eFD account? A85. Joint eFD account is not available. Q86. Can I withdraw my eFD at over the counter? A86. eFD withdrawal can only be done via Hong Leong Connect. Q87. Will I receive any receipt upon placement/renewal? A87. You are able to view and print the receipt via Hong Leong Connect Q88. Will I receive monthly statement? A88. No. Q89. Is eFD eligible for protection by PIDM? A89. Yes. Q90. Can I pledge my eFD as collateral? A90. eFD cannot be pledged as collateral. Q91. What is FPX? A92. FPX is a convenient and secure online payment solution that allows real-time of debiting customer s Internet banking account with FPX participating banks. Q93. How do I place a new eFD via FPX? A93. You have to log in to your Connect Online using your login credentials and follow the steps below. i. Select Apply ii. Select Create Account / New Placement iii. Select funding bank iv. Enter details v. Click Submit vi. Complete FPX Transaction with the selected Bank Updated: MARCH 2018 Q94. How do I withdraw my eFD? A94. Simply log in to your Connect Online using your login credentials and follow the steps below. i. Select Apply ii. Select Withdrawal and Click Next iii. Confirm T&C and Submit TAC iv. Click Submit Online Islamic Fixed Deposit (eFD-i) Q95. What is an eFD-i? A95. eFD-i is a receipt-less Fixed Deposit-i that can be placed and withdrawn via Hong Leong Connect. It is an Islamic product which is based on Commodity Murabahah via Tawarruq concept. Q96. Who is eligible to open an eFD-i account? A95. eFD-i is open to all individuals aged 18 years and above having a Current or Savings Account with the Bank. Q97. What is the minimum placement? A97. Minimum placement will be as follows: For 1 month RM5,000 For 2 months and above RM500 Q98. When is the effective date of my eFD-i? A98. The effective date of eFD-i will be on the same day the transaction is performed. Q99. Can I make partial withdrawal for eFD-i? A99. Yes, you are allowed to make partial withdrawal with a minimum amount of RM3,000 and in a multiple of RM1,000. Minimum placement for that is eligible for partial withdrawal is RM8,000 for placement of 1 month and RM3,500 for placement of 2 months and above. Q100. Can I open a joint eFD-i account? A100. Joint eFD-i account is not available. Q101. Can I withdraw my eFD-i at over the counter? A101 eFD-i withdrawal can only be done via Hong Leong Connect. Q102. Will I receive any advice upon placement/renewal? A102. Details of placement or renewal are viewable on Hong Leong Connect. Please note that physical or renewal advice will not be sent to customer. Q103. Do I receive a physical eFD-i statement after account opening? A03. No, physical statement will not be sent. You can always view your eFD-i account statement via Hong Leong Connect. Q104. Is it protected by Perbadanan Insurans Deposit Malaysia (PIDM)? A104. Yes. Q105. Can I pledge my eFD-i as collateral? A105. eFD-i cannot be pledged as collateral. Q106. How do I place a new eFD-i via FPX? A106. Please refer to A78. Q107. How do I withdraw my eFD-i? A107. Please refer to A79. Updated: MARCH 2018 Online Telegraphic Transfer (TT) Q108. What is online TT? A108. Online TT is the transfer of funds denominated in foreign currencies to correspondent banks/agents outside Malaysia via Hong Leong Connect. Q109. Who is eligible to perform online TT? A109. Online TT is open to all Hong Leong Connect users. Q110. What is the maximum transaction amount per day? A110. The maximum transaction amount per day is RM45,000. Q111. When can I perform online TT? A111. Transactions can be performed from 7:00AM to 11:00PM daily. For TT requests made after 4:00PM, on weekends or Federal Territory public holidays, the transactions will be processed on the next banking day. Q112. Can I cancel this transaction after I have successfully submitted it? A112. No, please ensure all the transaction details furnished are accurate and up-to-date as no cancellations are permissible once the transactions have been submitted. Balance Transfer Q113: What is Balance Transfer A113: Balance Transfer is a credit card product that you can apply online via Connect Online or Connect App. Q114: How do I apply for Balance Transfer on Connect? A114. You can apply for Balance Transfer online via Connect Internet banking or via Connect App. Simply follow the steps below: Application via Connect Internet banking: Log in to your account and i) click on Apply at the top navigation and select Balance Transfer . Or ii) at post login landing page, scroll down to your Credit Card section and click on View Details . You will be shown the Balance Transfer plans and maximum eligible amount available to you as. Select from one of the plans by clicking on the radio button. Fill in the details of the other bank s credit card that you want to transfer the balance from. Enter your email address. This is compulsory as it will be used to deliver your application status. Accept the Terms & Conditions and click Next . Application via Connect App: Log in to your account and i) type Apply in chat box OR tap on Menu and then tap on Balance Transfer . Or ii) go to Overview , choose Credit Card, tap on Credit Card Services and then tap on Balance Transfer You will be shown the Balance Transfer plans and maximum eligible amount available to you as. Select from one of the plans by clicking on the radio button. Fill in the details of the other bank s credit card that you want to transfer the balance from. Enter your email address. This is compulsory as it will be used to deliver your application status. Accept the Terms & Conditions and click Next Q115: How do I know how much credit card balance am I eligible to transfer via this product? Updated: MARCH 2018 A115: You will be shown the maximum eligible amount that you are entitled for when you click Apply , select Balance Transfer after you logged in to Connect internet banking. If you are applying via Connect App, you will see the amount that you are entitled for when you tap Menu , tap Apply and then tap Balance Transfer Q116: Can I apply Balance Transfer for my Hong Leong Credit Card? A116: No. You can only transfer balance from another bank s credit card. Q117: How many credit card accounts can I transfer the credit from? A117. You can transfer balance from up to 3 other bank s credit card for as long as the total amount is within the Balance Transfer amount that you re entitled to. Q118: Can I transfer balance from someone else s credit card? A118. No. You can only transfer balance from you own credit card(s) with another bank. Q119: Does this Balance Transfer affect my Hong Leong Bank s credit card balance once my Balance Transfer is approved? A119. No. However, your credit limit will be affected. As once the Balance Transfer approved amount is determined, a corresponding amount of the Cardholder s credit card limit will be earmarked for this purpose and the available credit limit balance will be reduced accordingly. A separate account number will be created for your Balance Transfer product. Repayment for this Balance Transfer should be made to this account instead of your credit card account. Q120: Will the money be disbursed to my current / savings account for me to make the payment myself or will the payment be made automatically to the credit card that I wish to perform the balance transfer from? A120: You may choose for the money to directly pay for your credit card balance at the other bank OR you may choose for the money to be disbursed into your own savings or current account in Hong Leong Bank or another bank in Malaysia. If you apply via Connect App, you can only choose for the money to pay your credit card from another bank. Q121: How long does it take for my application to be processed and approved after I submit my application online? A121. You will immediately see one of these statuses upon submitting your application via Connect Internet Banking or Connect App: Successful, Failed of Accepted For Processing). If you see Successful status your fund will be disbursed within 24 hours if you ve opted for disbursement into Hong Leong Bank s current or savings account. If you have opted for a current of savings account of another bank, the fund will be disbursed within 3 working days as this is dependent on the schedule of the payment processing system that handles the funds transfer between banks and is subject to ID matching between the banks. If you see Failed Status your application has been declined due to various reasons system time out, issues with the current or savings account details that you have entered, etc. You may try to apply again in a near future. If you see Accepted for Processing status- your application is being processed to determine if it s successful or declined. You are not immediately seeing Successful or Failed status due to various reasons system time out, during daily scheduled maintenance, etc. Please log in to Connect Internet Banking or Connect App later to check on your application status. You will also be receiving email on your application status. To check on your application status, you are encouraged to log in to your Connect Online or Connect App. Q122: Once my application is successful, how long will it take for the balance to be transferred from my credit card / or money disbursed to my account? A122: This depends on the schedule of the payment processing system that handles the funds transfer between banks. Once you ve received an email that your application is successful, it will take up to 2 days for the funds to be disbursed into your current account / savings account or for the indicated balance in your other credit card to be paid for and is subject to ID matching between the banks. Q123: Do you charge processing fee when I apply online? Updated: MARCH 2018 A123: No. There will be no processing fee on top of the Balance Transfer amount that you apply for. Q124: How do I know if I m eligible to apply for Balance Transfer? A124: You will see the amount you are entitled to next to your credit card after you ve logged in to Connect Internet banking or Connect app. For Hong Leong Connect Online you can scroll down to Credit Card section at the post login page. Click on View details OR click on Apply and select Balance Transfer . For Connect App you can type Apply in chat box OR tap on Menu and then tap on Balance Transfer . You can also go to Overview , choose on Credit Card, tap on Credit Card Services and then tap on Balance Transfer Q125. What is a Birthday Offer? A125: A Birthday offer is a plan /promo specifically tailored for you for your birthday month. This promo will be offered to you on your birthday month and will expire on the last day of your birthday month. (This offer may vary from time to time and is subject to HLB s discretion) Q126: Are the Balance Transfer plans / promos always on? A126: Each Plan / promo that you see after you logged in to Connect Internet banking or Connect App has an expiry date. Be sure to check the expiry date and apply on time in order not to miss the offers. Q127. How will this affect my credit card balance displayed on Connect Internet Banking or Connect App? A127: Your credit card balance will reflect your actual card usage and payment. However, once the Approved Balance Transfer is determined, a corresponding amount of the Cardholder s credit card limit will be earmarked for this purpose and the available credit limit balance will be reduced accordingly. Q128. Can I cancel this application after I have successfully submitted it? A128. No cancellations are permissible once the application has been submitted. Please ensure all details furnished are accurate and up-to-date before submitting. Q129. Where can I find out more about Balance Transfer offered by Hong Leong? A129. To learn more about Hong Leong Bank s balance transfer product, you may visit and search for Balance Transfer . Call-For-Cash Plus Q130. What is Call-For-Cash Plus? Call-For-Cash Plus is a credit card product that you can apply online via Connect Online or Connect App. Q131. How do I apply for Call-For-Cash Plus on Connect? A131. You can apply online via Connect Internet banking or via Connect App. Simply follow the steps below: Application via Connect Internet banking: You can apply for Call-For-Cash Plus online via Connect Internet banking or via Connect App. Simply follow the steps below: Application via Connect Internet banking: Log in to your account and i) click on Apply at the top navigation and select Call-For-Cash Plus . Or ii) at post login landing page, scroll down to your Credit Card section and click on View Details . You will be shown the maximum eligible amount that you re entitled to draw via Call-For-Cash-Plus. Fill in the details of amount you want to draw and the details of your own savings or current account in Hong Leong Bank or another bank in Malaysia that you want the money to be disbursed to (the money can only be disbursed into your individual current or savings account in HLB). No joint or sole-proprietor account is Updated: MARCH 2018 allowed). The select your tenure for Call-For-Cash-Plus and enter your email address. This is compulsory as it will be used to deliver your application status. Accept the Terms & Conditions and click Next . Application via Connect App: Log in to your account and i) type Apply in chat box OR tap on Menu and then tap on Call-For-Cash Plus . Or ii) go to Overview , choose Credit Card, tap on Credit Card Services and then tap on Call-For-Cash Plus You will be shown the maximum amount that you re entitled to draw via Call-For-Cash-Plus. Fill in the details of amount you want to draw and the details of savings or current account in Hong Leong Bank or another bank in Malaysia that you want the money to be disbursed to. Enter your email address. This is compulsory as it will be used to deliver your application status. Accept the Terms & Conditions and click Next Q132. I don t have a Credit Card with Hong Leong, can I apply for Call-For-Cash Plus? A132. You have to be a Hong Leong Bank credit cardholder to apply for Call-For-Cash Plus product as the amount will be drawn from the Cardholder s existing credit limit. Q133. How do I know how much cash I can draw via Call-For-Cash Plus? amount will be displayed to you after you ve logged in to your: Connect Internet banking when you view your credit card details OR when you click Apply and then click on Call-For-Cash Plus . Connect App when you go to Overview tap on Credit Card details OR tap on Menu , tap on Apply and then select Call-For-Cash Plus . Q134. After submitting my application, how long will it take for my application to be approved and for me to receive the cash? A134. You will immediately see one of these statuses upon submitting your application via Connect Internet Banking or Connect App: Successful, Failed of Accepted For Processing). If you see Successful status your fund will be disbursed within 24 hours if you ve opted for disbursement into Hong Leong Bank s current or savings account. If you see Accepted for Processing status- your application is being processed to determine if it s Successful or declined. You are not immediately seeing Successful or Failed status due to various reasons system time out, during daily scheduled maintenance, etc. Please log in to Connect Internet Banking or Connect App later to check on your application status. You will also be receiving email on your application status. If you see Failed Status your application has been declined due to various reasons system time out, issues with the current or savings account details that you have entered, etc. You may try to apply again in a near future. To check on your application status, you are encouraged to log in to your Connect Online or Connect App. Q135. If my application for Call-For-Cash Plus is approved, where will the cash be disbursed? A135. You may opt for the cash to be disbursed into your own current or savings account in Hong Leong Bank (individual current or savings account in HLB only. Joint or sole-proprietor account are not accepted.) Q136. What is the minimum amount I can apply for? A136. The minimum amount to be drawn via Call-For-Cash Plus application is RM1,500 (this may vary from time to time, subject to HLB s discretion). Q137. Is there a fee that I will be charged when I apply for Call-For-Cash Plus ? A137. A handling fee of (handling fee= ; 6% GST= ) will be charged for every Call-For-Cash Plus application. Q138. How will this affect my credit card balance displayed on Connect Internet banking or Connect App? A138. Your credit card existing available credit limit will be reduced to reflect the amount that has been earmarked to be withdrawn via Call-For-Cash Plus . The amount will progressively be restored on monthly basis as you make your monthly installment for Call-For-Cash Plus . Updated: MARCH 2018 Q139. Can I cancel this application after I have successfully submitted it? A139. No cancellations are permissible once the application has been submitted. Please ensure all details furnished are accurate and up-to-date before submitting. Q140. Where can I find out more about Call-For-Cash Plus offered by Hong Leong? A140. To learn more about Hong Leong Bank s balance transfer product, you may visit and search for Call-For-Cash Plus . Flexi Payment Plan Q141. What is Flexi Payment Flexi Payment is a credit card product that you can apply online via Connect Online or Connect App A141. How do I apply for Flexi Payment Plan on Connect? You can apply online via Connect Internet banking or via Connect App. Simply follow the steps below: Application via Connect Internet banking: Log in to your account and i) click on Apply at the top navigation and select Flexi Payment Plan . Or ii) at post login landing page, scroll down to your Credit Card section and click on View Details . You will be shown the maximum eligible amount that you re entitled to convert into Flexi Payment Plan . Fill in the details of amount you want to convert into Flexi Payment Plan , duration and enter your email address. This is compulsory as it will be used to deliver your application status. Accept the Terms & Conditions and click Next . Application via Connect App: Log in to your account and i) type Apply in chat box OR tap on Menu and then tap on Flexi Payment Plan . Or ii) go to Overview , choose Credit Card, tap on Credit Card Services and then tap on Flexi Payment Plan You will be shown the maximum amount that you re entitled to convert into Flexi Payment Plan . Fill in the details of amount you want to convert into Flexi Payment Plan , duration and enter your email address. This is compulsory as it will be used to deliver your application status. Accept the Terms & Conditions and tap Next . Q142. I don t have a Credit Card with Hong Leong, can I apply for Flexi Payment Plan ? A142. You will have to be an existing Hong Leong Bank credit cardholder to apply for Flexi Payment Plan . Q143. How much of my credit card balance can I convert into Flexi Payment Plan ? A143. The amount will be displayed to you after you ve logged in to your: Connect Internet banking when you view your credit card details OR when you click Apply and then click on Flexi Payment Plan . Connect App when you view your credit card details OR tap on Menu , tap on Apply and then select Flexi Payment Plan . Q144. Is there a fee that I will be charged when I apply for Flexi Payment Plan ? A144. There is no fee for the application of Flexi Payment Plan . Q145. After submitting my application, how long will it take for my application to be approved and the balance to be converted into Flexi Payment Plan ? A145. You will immediately see one of these status upon submitting your application via Connect Internet Banking or Connect App: Successful, Failed of Accepted For Processing). Updated: MARCH 2018 If you see Successful status your credit card balance as specified in your application will be converted into Flexi Payment Plan within 24 hours If you see Accepted for Processing status- your application is being process to determine if it s Successful or declined. You are not immediately seeing Successful or Failed status due to various reasons system time out, daily scheduled maintenance, etc. Please log in to Connect Internet Banking or Connect App later to check on your application status. You will also be receiving email on your application status. If you see Failed Status your application has been declined due to various reasons system time out, issue with your account. You may try to apply again in a near future. To check on your application status, you are encouraged to log in to your Connect Online or Connect App. Q146. How will this affect the amount of my credit card balance displayed on Connect Internet banking / Connect App? A146: Your credit card balance on Connect Internet Banking and Connect App will displayed the actual balance based on your card usage minus the amount that you have converted into Flexi Payment Plan . A separate account number will be created for your Flexi Payment Plan product. The Flexi Payment Plan allows Cardholder to repay retail transactions which have already been debited to the Cardholder s credit card account and/or recorded in the current credit card statement by way of monthly installments over a prescribed fixed tenure. Q147. Can I cancel this application after I have successfully submitted it? A147. No cancellations are permissible once the application has been submitted. Please ensure all details furnished are accurate and up-to-date before submitting. Q148. Where can I find out more about Flexi Payment Plan offered by Hong Leong? A148. To learn more about Hong Leong Bank s balance transfer product, you may visit and search for Flexi Payment Plan . GST (Goods and Service Tax) Q149. What is GST? A149. GST (Goods and Service Tax) is a broad-based consumption tax which affects all parties in a multi-stage taxation system across the value chain which will be implemented with effect from 1 April 2015. The Government has fixed the GST standard rate at 6%. Q150. Will I have to pay GST on IBG, Instant Transfer, PEx Internet and PEx ATM? A150. Yes, only the service fee for IBG, Instant Transfer, PEx Internet and PEx ATM are charged GST, not the fund transfer amount. Q151. How much service fee & GST do I have to pay for an IBG transaction? A152. For Online Banking transactions, the GST amount is rounded to the nearest 1 cent (to 2 decimal places). Therefore, for IBG transaction via Online Banking, you will be charged , inclusive of GST ( fee + GST). Q152. Will I have to pay GST on e-Will or e-Wasiat application? A152. Yes, 6% GST will be charged on the service fee of e-Will or e-Wasiat. Q153. Will I have to pay GST on Bill Payment, ePay and FPX? A153. Yes, 6% GST will be charged on Bill Payment, ePay and FPX where applicable. Q154. Are Own Current / Savings Account Transfer, Own Credit Card Payment, Own Loan / Financing Payment, and 3rd Party HLB Transfer subject to GST? A154. No, Own Current / Savings Account Transfer, Own Credit Card Payment, Own Loan / Financing Payment, and 3rd Party HLB Transfer are not subject to GST. Updated: MARCH 2018 Biometric Authentication Q155. How do I setup my device for Biometric Authentication? A155. Biometric Authentication for Hong Leong Connect is available on Apple devices (iPhone 5s and above running on iOS and above) and Android devices (Samsung Galaxy S6 and above running on OS and above) only. You will need to ensure that you have registered your fingerprint on the devices before enrolling for biometric authentication for Hong Leong Connect. Q156. What are the functions that can be authenticated via Biometric for Hong Leong Connect? A146. All the quick functions such as PEx, PEx+, Card-less Withdrawal and Instant Balance can be accessed via Biometric Authentication. Q157. How secure is Biometric Authentication? A157. Biometric Authentication on Hong Leong Connect relies on the Touch ID (on iOS) and Fingerprint (on Android). You will need to safeguard your devices and avoid enrolling fingerprints other than your own on the device. All registered fingerprints on the device will be authorized to authenticate the transaction on Hong Leong Connect. As an additional step to safeguard your account, biometric authentication will be disabled for devices which have been rooted or jailbroken. Q158. How do I enroll Biometric Authentication from my Hong Leong Connect account? A158. You may enroll for Biometric Authentication from the Settings menu by: i. Selecting Enroll Fingerprint option ii. Clicking Enroll option biometric authentication enroll for iii. Tap your fingerprint on Tap button to enroll your fingerprint iv. Clicking Finish option to complete the enrolment process Q159. Why do I still get prompted to enter my password after performing Biometric Authentication? A159. Biometric Authentication are limited to low value transactions only. There is a transaction limit of MYR500 for authentication using biometrics. Should you exceed this limit, you will be prompted to input your password before confirming the transaction. This is an added security feature to safeguard your account. Q160. How do I unenroll Biometric Authentication from my Hong Leong Connect account? A160. You may unenroll for Biometric Authentication from the Settings menu by: i. Selecting Unenroll Fingerprint option ii. Selecting Device Maintenance option and unbind the device. Your Biometric unenrolled in the following event: a) The Hong Leong Connect app is deleted b) The device have been jailbroken / rooted.

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