Frequently Asked Questions

Transcription

1 Updated 14 February 2013 Frequently Asked Questions The answers below address existing Lloyds TSB Dubai (Lloyds) customers. This FAQ document will be updated regularly as needed. You can find this online on Issued by HSBC Bank Middle East Limited, PO Box. 66, Dubai, UAE. Regulated by the Jersey Financial Services Commission. CRN Terms and conditions apply. Copyright. HSBC Bank Middle East Limited ALL RIGHTS RESERVED. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, on any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of HSBC Bank Middle East Limited.

2 What has happened? HSBC Bank Middle East Limited has acquired the Lloyds TSB Dubai Bank PLC branch and onshore business in the UAE. The transfer of your Lloyds TSB Dubai account to HSBC Bank Middle East Limited will be completed between 14 and 17 February Tell me more about HSBC? HSBC is the largest and most widely represented international banking organisation in the Middle East and North Africa (MENA), with a presence in 14 countries across the region. HSBC has operations in the United Arab Emirates, Egypt, Qatar, Oman, Bahrain, Kuwait, Jordan, Lebanon, Algeria and the Palestinian Autonomous Area. In Saudi Arabia, HSBC is a 40% shareholder of Saudi British Bank (SABB), and a 49% shareholder of HSBC Saudi Arabia for investment banking in the Kingdom. In Iraq, HSBC holds a majority shareholding in Dar Es Salaam Investment Bank. HSBC also maintains a representative office in Libya. This presence, the widest reach of any bank in the region, comprises some 295 offices and around 12,000 employees. In the full year 2011, HSBC in the MENA region made a profit before tax of USD 1,492 million. What has changed for me? There will be no immediate changes to the account(s) or product(s) that you have as a Lloyds TSB Dubai customer prior to the 'activation period' i.e February We are committed to keeping you informed and up to date on the changes throughout this process. What will happen during the activation period? Between February 2013, we will be transferring your accounts and cards from Lloyds TSB Dubai to HSBC Bank Middle East Limited. The activation period will necessitate restricted access to selected services to ensure smooth integration between systems. All work has been planned to minimise any disruption to your banking needs and we are working hard to ensure that we limit any inconvenience to you. On an exceptional basis, the Solution Call Centre will be open on Friday 15 February 2013 from 9.00am to 6.00pm to attend to any queries you may have. We thank you for your patience and please request you to anticipate the following: Internet Banking For Retail Banking Customers, your Lloyds TSB Internet Banking will be deactivated on 14 February 2013 at 1.00pm. You can start registering and using your HSBC Internet Banking as of 16 February 2013 at 2.30am. The last secured s within Lloyds Internet Banking that you will be able to send, will be on 13 February Following this date, we will not be able to receive and/or respond to your s through this specific channel. For Commercial Banking customers, internet banking (HSBCnet) will be unavailable from 1.00pm on 14 February 2013 until 7.00am on 17 February 2013.

3 Debit Card Your Lloyds Debit Card will be deactivated on 16 February 2013 at 9.00am and your new HSBC Debit Card will be active from 16 February 2013 at 2.30am. To enable cash withdrawal using your HSBC Debit Card, you will need to select your HSBC Debit Card PIN(s) (see details below). Credit Card Your Lloyds Credit Card will be deactivated on 15 February 2013 at 6.00am and your new HSBC Credit Card will be active from 15 February 2013 at 5.00am. To enable cash withdrawal using your HSBC Credit Card, you will need to select your HSBC Credit Card PIN(s) (see details below). What should I do once I receive my HSBC account tools and Welcome Pack? Generate your IBAN and inform your employer of your new HSBC account details Upon receipt of your Welcome Pack and Debit Card with your new HSBC account number, you must immediately inform your employer and any other concerned parties of your new HSBC account number/iban. This will ensure that you receive any future credit payments (such as your salary) following 15 February Generate your new HSBC Card PIN(s). You can earn up to 15,000 Bonus* Air Miles and enter a draw to be an Air Miles Millionaire when you generate your PIN and use your HSBC Credit Card To enable cash withdrawal using your Debit/Credit Card, you will need to select your HSBC Debit/Credit Card PIN(s) by calling 800 CARD PIN ( ) from within UAE or from outside UAE. Please note that you will need your Phone Banking PIN in order to select your Credit Card PIN. Earn 5,000 Bonus* Air Miles when you generate your HSBC Credit Card PIN before 15 February 2013 and earn another 10,000 Bonus* Air Miles when you use your HSBC Credit Card before 31 March You will also enter a draw to be an Air Miles Millionaire every time you use your HSBC Credit Card between 15 February and 31 March How will the Bonus Air Miles be credited to me? All Bonus Air Miles for eligible customers will be credited by HSBC in April 2013 directly to customers Air Miles accounts. Customers who have HSBC Credit Cards have automatically been enrolled into the programme. You can visit their website for more information.

4 Capture beneficiary details from your Lloyds Personal Internet Banking Please make sure that you make a record of the personal account details of any beneficiaries you had previously set up on Lloyds TSB Dubai Personal Internet Banking. The beneficiary details will not be automatically transferred from the Lloyds TSB to the HSBC Internet Banking platform. You will need to manually input such details on HSBC's platform. What should I do if I didn t receive my HSBC account tools (Debit/ Credit Card, account number, Phone Banking PIN and Welcome Pack) until now? If you haven t received any of the above listed account tools from HSBC by 15 February 2013, please contact the Solution Call Centre on immediately to inform them. What is Air Miles and how do I access my miles for redemption? Air Miles is a loyalty programme offered on all HSBC Credit Cards. All customers with an HSBC Credit Card are automatically enrolled into the programme. If you are an existing credit card holder, you will have received your Air Miles card along with your credit card pack. Your Air Miles number is available on the card and you can register yourself through the Air Miles website All details on your available balance, ways to collect miles and redemption offers, are provided on the website. You may also contact the call centre on Sunday to Thursday from 9.00am to 6.00pm. Do I get Air Miles if I do not have a credit card? Air Miles are available only to HSBC Credit Card holders. How do I earn Air Miles through my HSBC Credit Card? Air Miles will be credited to your Air Miles account on a monthly basis based on your card spends. For Premier customers 1.5 Air Miles for every 1 AED spent For Advance customers 1 Air Mile for every 1 AED spent For Personal Banking customers 0.75 Air Mile for every 1 AED spent

5 What should I do post the 'Activation Period'? (For retail banking customers specifically) Register for HSBC Internet Banking from 16 February 2013 onwards using your Secure Key. During registration, you will be asked if you have received your Secure Key. Press 'YES' and complete the registration process. Upon registering for HSBC Internet Banking you will be able to set up beneficiary details directly on the HSBC Internet Banking site at your own convenience - there is no requirement to complete a Pre-Mandate form at the branch with HSBC. Please view the Internet Banking registration demo at or feel free to call us on if you require further assistance Lloyds TSB Dubai Internet Banking will be deactivated on 14 February What happens post the 'Activation Period'? The 'Activation Period' is the period during which the Lloyds and HSBC systems are to be fully integrated and the transfer of your account(s) to HSBC will be completed. This will be achieved on 15 February For security reasons, your HSBC Welcome Pack, Debit/Credit Card(s) and Phone Banking PIN have been dispatched to you via courier in separate envelopes that you will have already received, or will be receiving shortly. Your balances and limits from your Lloyds Credit Card and account(s) will reflect in your new HSBC Credit Cards and account(s) on 15 and 16 February 2013 respectively You can continue using your existing Lloyds cheque book post 15 February 2013 and all previously issued cheques will be honoured Any outgoing standing instructions/debit payments that are set up on your Lloyds current account(s), will also be reflected in your new HSBC account(s). No further action is required on your behalf Please note that from 16 February 2013 onwards, you will not be able to use your HSBC Debit Card online or for e-commerce transactions. You will need an HSBC Credit Card for this purpose you may contact the Solutions Call Centre, speak to our staff at the Jumeirah branch or jumeirahbranch@hsbc.com to arrange for a Credit Card to be provided to you From 16 February 2013 onwards, you will be able to use HSBC's network of branches and Customer Service Centres across the UAE. You will also be able to use the HSBC Express Banking machines for all available services From 16 February 2013 onwards, you are bound by the Personal Banking General Terms and Conditions and/or HSBC Commercial Banking Terms and Conditions. You can view these Terms and Conditions on our website The existing pricing on your Lloyds Home Mortgage Loans, Personal Loans and Car Loans as specified in your Lloyds TSB loan agreement/contract, will continue and remain unchanged

6 Please destroy your Lloyds Card(s) after 16 February 2013 You must register for HSBC's Internet Banking Service by visiting from 16 February 2013 onwards, in order to access your account details. You will need your 'Secure Key' (which you will receive along with your Welcome Pack) in order to register for Internet Banking. Please view the Internet Banking registration demo at or feel free to call us on if you require further assistance. The Lloyds TSB Dubai Internet Banking will cease to exist following 15 February 2013 If you are an HSBC Commercial Banking customer, starting 17 February, 2013 you will need to access your Internet Banking through HSBCnet. A member of our HSBCnet team should have contacted you to help you with this transition. If not, please call us on Will I need to set up a new PIN on my HSBC Cards? Yes. You will need to set up a new PIN for your HSBC Cards in order to be able to withdraw cash from your Debit and Credit Card and for purchases on your Debit Card. To do this, you will need to use your Phone Banking PIN (which should have been delivered to you separately by courrier) and subsequently call 800 CARD PIN ( ) to set up the new PIN. If you haven t received your Phone Banking PIN by 14 February 2013, please call 800 Card PIN ( ) and we will help you generate a PIN. If I have any query or complaint, how can I address it, or who can I talk to at HSBC? Should you have any query or complaint, you can talk to your Relationship Manager, address it to the branch, or call our Solution Call Centre on Can I still use my Lloyds TSB Dubai cheque book and will the previously issued cheques and the ones in circulation still be honoured? As per confirmation from the Central Bank of the UAE, all cheques issued from your Lloyds account will continue to be honoured. You can continue using your Lloyds cheque book until you are provided with a new HSBC cheque book. Will Lloyds TSB Dubai s branch and Customer Service Centre remain open after the acquisition? You may continue to visit the Jumeirah Branch on Al Wasl Road for all your banking requirements. The Customer Service Centre at Arabian Ranches will open on 24 February The JAFZA Commercial Centre was closed by Lloyds TSB Dubai prior to the acquisition, and will no longer be available for Commercial Banking customers.

7 Can I use more branches as a result of this? Post the Activation Period, i.e. on 17 February 2013, which is the date on which the systems are expected to be fully integrated, you will gain access to HSBC s entire network of branches and Customer Service Centres. Please visit for a full list and location of our branches and CSUs What will be the branch opening time? Will it remain the same? Yes. The Jumeirah branch opening time will remain the same; working hours are from 8.30am-5.30pm Sat to Thu (Tue 9.00am-5.30pm) until further notice. Which call centre should I contact for more information or enquiries? From 15 February 2013, for all queries, call the HSBC Call Centre on if you are an HSBC Premier customer, call if you are an HSBC Advance customer, call if you are an HSBC Personal Banking customer or contact your Relationship Manager if you are an HSBC Commercial Banking customer. Which swift code should I be using? From 15 February 2013 you will have to use the HSBC swift code, which is BBMEAEAD. Will standing instructions linked to my credit cards continue to be honoured? Any existing standing instructions you may have on your Lloyds Credit Card such as utility bill payments, will have to be updated with your new HSBC Credit Card number, once you receive it. Will I continue to receive credit payments into my Lloyds account(s)? Following 15 February 2013, any credit payments made to your Lloyds account(s) number(s) will not be valid. It is important that you immediately provide your new HSBC account number to your employer or any other concerned parties in order to ensure receipt of payments such as your salary following 15 February You will find your HSBC account number on your new HSBC Debit Card under your name. You will have already received or will shortly receive your HSBC Debit Card. Will I be charged for any transfers from my Lloyds TSB Dubai onshore account to my Lloyds TSB Dubai offshore account? Post 15 February 2013, any telegraphic transfer will be subject to the HSBC fees and charges. For more information on the fees and charges, please visit