To minimise the inconvenience to you, the system upgrade will take place over the Hari Raya Puasa and National Day Public Holidays from 4 pm on 8 August to 1 pm on 9 August, 2013.
You are most affected from 2 am to 1 pm on 9 August when NO services will be available at our ATMs and Online banking platforms. Therefore, please withdraw enough cash, top up your CashCard or transfer money to that important someone by 1:59 am on 9 August.
Stage 1
From
4 pm, 8 August (Thursday) to 2 am, 9 August (Friday), frequently-used ATM, Internet, Mobile and Phone Banking services will be available. For more details, read "What services are affected by your system upgrade?".
You can continue to use your ATM card for NETS transactions or at AXS or SAM machines. You may also make signature-based purchases using your debit or credit card, during this period.
Stage 2
NO services will be available from 2 am to 1 pm, 9 August, including through the shared ATM network with UOB.
You may however, continue to make signature-based purchases using your credit card.
We encourage you to make all needed banking transactions by 1:59am on 9 August, in particular, withdrawing sufficient cash, transferring money or topping up your CashCard.
Apart from this, no action is needed on your part.
i) The following services will NOT be available from 4 pm, 8 August (Thursday) to 2 am, 9 August (Friday):
| Banking Channel | Unavailable Service |
|---|
| Internet and Mobile Banking (Personal Banking) |
- Change Mailing Address
- Change Personal Details
- Account Opening (Current and Savings Account)
- Reactivate Account (Current and Savings Account)
- Manage E-alerts (Subscribe and Unsubscribe)
|
| ATMs |
- Savings Account Consolidated Details
- Cheque Book Request
- Update Personal Particulars
- Quick Transaction
- Update Particulars (Update CDP Account No.)
|
| Passbook Update Machine |
|
| Phone Banking (Personal Banking) |
- Statement Request for Savings and Current Account / Credit Card
- Report Loss of Savings Passbook
|
| Phone Banking (Business Banking) |
- Statement Request
- Cheque book request
|
All other services not listed above will be available up till 2 am, 9 August, including Velocity@ocbc for businesses. This means you can still withdraw cash, top up your CashCard and transfer money to that important someone till 2 am on 9 August.
You can also continue to use your ATM card for NETS transactions or at AXS or SAM machines. You may also make signature-based purchases using your debit or credit card.
ii) From 2 am to 1 pm 9 August (Friday), NO services, be it for Personal Banking or Business Banking will be available, including through the shared ATM network with UOB. Therefore, please withdraw enough cash, top up you CashCard, make the funds transfer to that important someone before 2 am on 9 August.
You may however, continue to make signature-based purchases using your OCBC credit card.
Yes, you can continue to use your OCBC Visa/MasterCard credit card for payments and purchases over the entire period of the service disruption both locally and overseas.
However, you CANNOT make pin-based credit card cash advances at ATMs between 2 am and 1 pm on 9 August.
You can continue to use your OCBC Visa/MasterCard debit card for signature-based payments and purchases or pin-based cash withdrawals at ATMs from 4 pm, 8 August (Thursday) to 2 am, 9 August (Friday) both locally and overseas.
From 2 am to 1 pm on 9 August however, these services will not be available.
Up till 2 am on 9 August, you can withdraw cash at OCBC ATMs as well as UOB ATMs through the shared ATM network.
From 2 am to 1 pm on 9 August, you will NOT be able to withdraw cash at both OCBC and UOB ATMs using your OCBC ATM card.
Therefore, please withdraw enough cash for your use to cover the period when all our ATMs are down from 2 am to 1 pm on 9 August.
Up till 2 am on 9 August, you can use your OCBC ATM card for NETS transactions or at AXS and SAM machines.
From 2 am to 1 pm on 9 August, these services will NOT be available.
Up till 2 am on 9 August, you will be able to continue using your OCBC ATM card overseas.
You will not be able to do so from 2 am to 1 pm, 9 August.
You will continue to receive SMS alerts on your transactions from 4 pm, 8 August to 2 am, 9 August. This service will not be available from 2 am to 1 pm on 9 August.
From 4 pm 8 August to 2 am 9 August, you will be able to continue receiving push notification on individual transactions for Incoming and Outgoing Funds.
All on-demand alerts will also be available during this period, except Suspend or Reactivate Daily Available Account Balance.
From 2 am to 1 pm, 9 August, all notifications will not be available.
We encourage you to withdraw sufficient cash by 1:59am on 9 August.
If you urgently require cash between 2 am and 1 pm on 9 August, please contact us at 1800 363 3333.
The system we are upgrading is the core engine of our banking system. While we have been maintaining the system regularly, the system has been in place for several years. It is therefore timely for us to overhaul the system to ensure the continued smooth delivery of services to customers.
The two-stage service disruption was designed to minimise the inconvenience to you as we could limit the duration when all services are NOT available. This happens in the second stage, between 2 am and 1 pm on 9 August.
From 4 pm, 8 August (Thursday) to 2 am, 9 August (Friday), we will continue to avail frequently-used ATM, Internet, Mobile and Phone Banking services. For more details, read "What services are affected by your system upgrade?".
We are alerting customers through various channels including press advertisements, letters, e-mails and SMSes.
In addition, we are also putting up notices at our branches, ATMs, OCBC Internet webpages and social media channels to inform customers of the system upgrade and service disruption.
We have been working on this planned system upgrade for over a year and have a strong and dedicated team of system engineers who are committed to restoring system capabilities by 1 pm on 9 August.
In the unfortunate event that this does not happen, we will alert customer via our Internet sites as well as social media channels such as Facebook and Twitter. We will do our utmost to ensure that a delay, if any, is not prolonged.
There will be no change to any of your account information.
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