Hong Leong Bank


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FAQs on System Integration (Single Platform Day - SPD)

GENERAL

  1. What is Single Platform Day (SPD) about?
    Since our union with EON Bank Group last year, we have focused on integrating our expanded network and service delivery as one bank while running on two parallel systems. To streamline our operations and service delivery to you, we are now undertaking a bank-wide integration exercise to harmonise our systems, processes and policies onto a single platform. Our target is to achieve this is on Single Platform Day (SPD) - 5 May 2012.
     
  2. How does this affect me?
    Beginning SPD or 5 May 2012, all 13-digit account numbers for deposits, unit trusts, loans and financing accounts assigned by the former EON Bank and EONCAP Islamic Bank will be replaced with corresponding Hong Leong Bank and Hong Leong Islamic Bank 11-digit account numbers.

    Come SPD, customers will also have a single dedicated number for phone banking via our integrated contact centre as well as one-stop online banking facility via Hong Leong Connect and Hong Leong Online Business (HLOB) for retail and business banking respectively.

    ATM/debit cards and credit cards issued by the former EON Bank will remain unaffected and will only be changed upon card renewal or replacement.

    To facilitate the transition and help you get accustomed to using the 11-digit new account number(s) effective from SPD, your old 13-digit account number will be operational for banking transactions purposes for at least another six months.
     
  3. As an affected customer, when and how will I be provided with my new 11-digit account number(s)?
    For customers who have accounts assigned by the former EON Bank/EONCAP Islamic Bank up to 14 March 2012

    You will receive a mailer informing you of your new account number(s) and corresponding old account number(s). The mailer will be sent to the address tagged to account(s). You can expect to receive the mailers between 16 April and 30 April 2012. In the event you did not receive this mailer, you may obtain the new account number(s) at any of our branches or by calling our Contact Centre at 03-7626 8899 AFTER SPD.

    For new customers or existing customers opening new accounts at the former EON Bank/EONCAP Islamic Bank branches pre-SPD between 15 March to 4 May 2012

    You will receive a handout notifying you of our system integration and its impact to you from the branch personnel handling your account opening. AFTER SPD, you will receive a mailer informing you of your new account number(s) and corresponding old account number(s). The mailer will be sent to the address tagged to account(s). You may expect to receive the mailers by 31 May 2012. In the meantime, you may also obtain your new account number(s) at any of our branches or by calling our Contact Centre at 03-7626 8899 AFTER SPD.
     
  4. I have accounts with the former EON Bank/EONCAP Islamic Bank. How come I have not received a mailer?
    Kindly refer to the answer to Q3 above on the timing of the delivery via POS Malaysia.

    If you have put in a preference for HOLD MAIL, the mailer will not be posted to you but be held by your corresponding home branches to which your account(s) is tagged. Our branch personnel will be in touch with you to arrange for your collection of the mailer or you can go to your home branch to collect the mailer.

    Alternatively, you may request for your account number(s) upon your ID verification at our branch counters OR by calling our integrated Contact Centre at 03-7626 8899 only AFTER SPD as your new account number data will only be migrated to our frontline systems by then. Please be advised that the new account number(s) will be applicable only AFTER SPD.
     
  5. Will there be a service downtime to facilitate the actual migration? If yes, what is the timing?
    We have scheduled a bank-wide system maintenance to enable our IT and vendors to implement the system integration. The following services will be unavailable from 11:30pm, 4 May 2012 (Friday) to 8pm, 5 May 2012 (Saturday) :
    • ALL our branches including Pavilion Branch & Cards Centre as 5 May 2012 is a non-business day and Public Holiday.
    • Self-Service Terminals:
      • Automated Teller Machines (ATM)
      • Cash Deposit Machines
      • Cheque Deposit Machines
      • Cash Withdrawal & Interbank Fund Transfers at Hong Leong Bank and MEPS member banks.
    • Online Banking
    • Mobile Banking
    • Self-Service Phone Banking

 

PAYMENT

  1. For Interbank GIRO (IBG) and Interbank Fund Transfer (IBFT) to former EON Bank accounts, do I still choose former EON Bank as the receiving bank?
    There will only be one receiving bank that is Hong Leong Bank.
     
  2. I have a standing instruction for incoming transfers via Interbank GIRO (IBG)/ Interbank Fund Transfer (IBFT) into my former EON account. Do I need to inform the other bank or remitter on my new account number?
    Incoming transfers via Interbank GIRO (IBG) and cheque clearing using the old former EON account numbers will not be rejected on SPD as our data host will automatically map the old account number to the new one.   However, customers are encouraged to inform the remitter of the new account number.
     
  3. Are cheques with EON Bank name/ logo and/or old account number still valid?
    We will still accept these cheques. However, we encourage you to obtain and start using your Hong Leong Bank cheque book as soon as you can.
     
  4. As a former EON customer, I am expecting incoming funds via SWIFT and RENTAS. Is the EON SWIFT/RENTAS code still applicable?
    The former EON SWIFT and RENTAS codes will no longer apply AFTER SPD. Please notify the remitters to quote “HLBBMYKL”.

 

E-BANKING

  1. What will happen to the services for the former EON Bank online banking (PIB Internet Banking)?
    The former EON Personal Internet Banking service portal will be discontinued. There will only be one online banking system which is Hong Leong Connect. Users of the former EON Personal Internet Banking portal are required to perform “PIB First Time Registration” (PIB FTR) at www.hongleongconnect.my or www.eonbank.com.my in order to activate Hong Leong Connect Online Banking to access their account details. There will be a step-by-step guide to take you through the process.

    If you already have an active Hong Leong Connect Internet Banking account, your former EON Bank accounts will be automatically accessible under Hong Leong Connect.

    If you have any existing Standing Instructions and/or Favourite Payees in your former EON Personal Internet Banking account, please remember to renew them in your Hong Leong Connect Online Banking account AFTER SPD.
     
  2. I used to be able to key in my vehicle number when making payment for my car loan/hire purchase account via your cash deposit/cheque deposit machines. How come I am not able to do this now?
    This option will no longer be available. You are required to key in your hire purchase/car loan account number. Our machines will be able to accept both your new 11-digit account number and your former EON 13-digit account number. As such, you are advised to have your account number with you when making payments. In case you do not have them with you on the spot, you may request for the number at our branch or call our Contact Centre at 03-7626 8899 AFTER SPD.
     
  3. I have seen several notices on facility changes to your self –service terminals (SST) - ATMs/Cash Deposit Machines/Cheque Deposit Machines. What is the full range of services that are available after SPD?
    From SPD, the following services will be available at ALL our SSTs nationwide:

    ATM Services
    1. Enquiry - Current/Savings/Mortgage/Credit Card
    2. Cash withdrawal - Current/Saving/Credit Card
    3. Transfer - Own bank & Interbank
    4. Statement - Mini Statement & Statement Request
    5. Payment - Credit Card/Loan/Bill Payment
    6. Mobile Phone Reloads - Digi/Maxis/Celcom
    7. Internet Related Services - Mobile Phone Registration/Mobile Phone De-registration/TAC request/Internet Pin request
    8. Phone Banking Related Services – TPIN Request (IVR)
    9. Others - Fixed Deposit Placement/Junior Debit Prepaid Reload/MEPS Cash Enquiry/MEPS Cash Reload/Cheque Book Request/Share Issue/ATM Pin Change/Change of Daily Withdrawal & Transfer Limit

    Cash Deposit Machines (CDM) Services

    1. Deposit - Current /Saving /Junior Prepaid Reload
    2. Payment - Loan/Credit Card

    Cheque Deposit Machine (CHM) Services

    1. Deposit - Current /Saving
    2. Payment – Loan/Credit Card

 

 

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