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About China Bank

Banking in the time of COVID-19


China Bank remains committed to providing essential banking services amid the Enhanced Community Quarantine (ECQ)/Modified Enhanced Community Quarantine (MECQ). As we navigate these challenging times together, the safety and well-being of our customers, employees, and the communities remain our top priority. Thus, some temporary measures and changes in our banking services are in effect during the ECQ/MECQ period.

BRANCH BANKING

1. Are your branches open?

Yes, China Bank and China Bank Savings (CBS) branches are open to serve you. However, only selected branches in NCR and Luzon are open. Please click here for the list (updated daily).

Almost all of our branches in Visayas and Mindanao are open.

Starting May 15, 2020 until further notice, banking hours in all branches is from  9 am to 3 pm, with check clearing cut off at 12:30 pm.

Saturday banking across our branch network is also suspended until further notice.

 
2. Are all over-the-counter transactions available at this time?

No. With the shortened banking hours, transactions are also limited to only cash and check deposit and withdrawal.

Loan applications will also be accepted but we ask for your understanding in case of delays in the processing.

For bills payment, we encourage you to use our digital banking services.

 
3. Can I withdraw from any China Bank branch that is open?

Yes.  For your own security, inter-branch withdrawals may take a while longer than withdrawing from your own branch of account as the teller would have to perform some verification like checking the signature database or calling your branch of account.  The usual inter-branch withdrawal fee for accounts with passbook/over-the counter withdrawal fee for accounts with ATM card applies.

 
4. What measures are in place to protect your employees and customers?

We are committed to ensure the health and safety of everyone working and banking with us.  We abide by the quarantine provisions, implementing our business continuity plan to continuously provide the needed banking services while operating on skeletal force.  At all our branches and offices,  we observe DOH protocols on social distancing and sanitation, including conducting digital  temperature checks and encouraging everyone entering our premises to wear masks.


ATM BANKING

5. Are your ATMs available?

Yes, China Bank and CBS ATMs nationwide are at your service day and night. We request for your understanding should there be offline units from time to time.  As much as possible, we  strive to keep our ATMs operational and  replenished with cash without compromising the health and safety of our employees and service providers.


6. What is the maximum amount I can withdraw in a day?

Starting April 1, 2020 until the Enhanced Community Quarantine (ECQ) and Modified Enhanced Community Quarantine (MECQ) is lifted, China Bank ATM cardholders can withdraw up to P50,000 per day from any ATM.  There are no withdrawal fees when you use China Bank and CBS ATMs.  Standard fees apply when you use other banks' ATMs.


DIGITAL BANKING

7. How can I bank from home?

With our digital banking services, you can do your everyday banking online.

To get started, enroll in China Bank Online or download our Mobile App from Google Play or the Apple store and follow the prompts.  Please ensure that your contact information is updated prior to enrollment.


8. What if I'm already enrolled in China Bank Online but I forgot my password?

If you're registered in our One-Time Password (OTP) system, simply click on the "Forgot Password" link on the China Bank login page to reset your password.  For non-OTP registered users, you may call the bank to request for a password reset. Please click here for the complete China Bank Online FAQs for more information.


9. Our company is enrolled in China Bank Online-Corporate. Can we continue to use it for payroll?

Yes, the authorized users can access China Bank Online-Corporate to upload payroll and do other banking transactions.


FEES & CHARGES

10. Will I incur charges if I'm unable to comply with the account maintaining balance at this time?

No. We're waiving the charge for falling below minimum maintaining balance for all accounts from March 15 until the lifting of the ECQ and MECQ.

 
11. What if I issued a check but I’m unable to fund it at this time?

Charges/penalties for bounced check/overdraft are automatic, but we can reverse the fees on a case to case basis.  We encourage you to request your payees to deposit/encash your check at a later date.

 
12. What about fund transfer fees to other accounts?

For inter-bank fund transfers (via ATM), transfers using mobile banking and retail internet banking (via Instapay), and over the counter transfers (via PesoNet), fees are waived from March 15 to September 30.

 
13. Can I pre-terminate my time deposit account because I need the money?

Yes. Please visit or call your branch of account to do so.  If your branch of account is closed, you may visit the nearest China Bank branch or call Customer Contact Center for assistance. Pre-termination policies apply.


LOAN PAYMENT

14. What is and who are covered by the loan payment extension/30 day mandatory grace period?

The loan payment extension is for ALL AutoPlus /Vehicle and HomePlus/Real Estate loans, CTS Facilities and Loans to Developers NATIONWIDE with amortization due dates from March 15 until May 31, 2020.

Payment collection has been suspended for both current and past due loans.  Current loans were given a 30-day extension for every due date that fell within the period, effectively extending the maturity date of the accounts by the grace period availed.  However, past due loans were not entitled to maturity date extension and staggered interest payments.

No interest on interest, no late payment penalties will be charged corresponding to the ECQ/MECQ period.

 
15. When will payment collection resume?

Payment collection resumed on June 1, 2020 Please refer to the following examples:

Example 1:

Amortization due date March 15 April 15 May 15 June 15
Amortization due Defer with
Option to pay
Defer with
Option to pay
Defer with
Option to pay
Resumption of
payment

Example 2:

Amortization due date April 1 May 1 June 1
Amortization due Defer with
Option to pay
Defer with
Option to pay
Defer with
Option to pay
 


16.  How much will be collected when payment collection resumes?

To help ease the burden of our auto and housing loan clients at this time, the amortization due when collection resumes will still be equivalent to one month of amortization payment which will pay first your accrued interest incurred in view of the grace period. The loan maturity will be extended to cover the remaining principal balance resulting from the deferment of the amortization payments following the implementation of the mandatory grace period.

Clients also have the option to pay all deferred amortization due and update the account.

Clients had the option to continue paying and not avail of the grace period.


17. Will I be paying any additional interest for the payment extension granted during the ECQ period?

NO.

No additional interest will be charged on the deferred interest during the ECQ/MECQ period. Nonetheless, the deferred principal shall continue to be charged interest.

You may pay the accrued interest in view of the grace period on staggered basis or you may also fully update your amortization payments.  Please call 02-888-55-888 or email online@chinabank.ph

Rest assured that no interest-on-interest and other fees will be imposed.


18. What happened to my issued post-dated checks? Were they put on hold?

Yes, your issued post-dated checks (PDCs) for the covered dates were automatically put on hold. The same PDCs with the earliest date shall be applied as payment for your next and subsequent due dates starting June, 2020.

For AutoPlus Loans, you may need to issue a new PDC for your last amortization.  The amount would include the principal portion of the deferred amortization as stated in question No. 17.


19. Is it possible to request for more than 30-day payment extension?

As of now, the Bank will only allow a 30-day grace period. The Bank shall follow the BSP on the implementation of the law.

For any concerns, please contact the Bank using the contact information provided on question No. 34 and 35.


20. When will I settle my insurance premium that was due during the ECQ period?

For HomePlus/Real Estate Loans – Your insurance premium will be collected on your next due date after May 31, 2020.

For AutoPlus/Vehicle Loans – Please ensure that your policies are immediately renewed and paid. Kindly coordinate with Chinabank Insurance Brokers Inc. (CIBI) at 09156474606 and/or 09085685651 for the renewal of your coverage, and available payment options for your insurance policy.


21. Will my request for partial payment of principal or full payment of loan still be applied?

Yes, full payments of loan will be applied as instructed.

Partial payment of principal will be allowed after payment of the accrued interest and account is in current status. For past due account, please contact your Account Officer or Collection Officer.


CREDIT CARD PAYMENT HOLIDAY

To allow its Credit Cardholders to lighten their financial burden during these challenging times, China Bank offered a Payment Holiday over the duration of the Enhanced Community Quarantine (ECQ) and the Modified Enhanced Community Quarantine (MECQ) for accounts with Payment Due Dates falling from March 17 to May 31, 2020.


22. What is the Payment Holiday offer of China Bank Credit Cards?

The Payment Holiday gives China Bank Credit Cardholders the option to skip paying on their current Payment Due Date without incurring Late Payment Fee and credit card suspension.


23. Who are eligible for the Payment Holiday offer?

The Payment Holiday was initially offered to all Credit Cardholders whose accounts are Active and in Good Credit Standing* with Payment Due Dates from March 17 to April 13, 2020, and eventually until May 15, 2020 due to extension of the ECQ.

With the MECQ, the Bank has further extended this offer to all Credit Cardholders with Payment Due Dates until May 31, 2020.


24. Can Cardholders opt to China Bank credit card bill instead of availing of the Payment Holiday offer?

Yes, you may pay on or before your current Payment Due Date to lessen the Finance Charges on your principal balances.  For your health and safety, we encourage you to pay via China Bank Online, Mobile App, or ATM.


25. When should I pay if I availed of the Payment Holiday offer?

Please pay on your next Payment Due Date after the Payment Holiday period of March 17 to May 31, 2020.

 
26.  Will I incur Finance Charge if I avail of the Payment Holiday?

For Revolvers, or those who pay only the Minimum Amount Due or less than the total Statement Balance, Finance Charge will continue to accrue on the principal balances and this will be payable on their next Payment Due Date.  Cardholders may request for staggered payment arrangement for the incurred Finance Charges during the Payment Holiday period by sending their request via e-mail to creditcards@chinabank.ph.

For Transactors, or those who pay their Statement Balance in full on their next Payment Due Date, Finance Charge will be reversed and will be reflected on their next Statement of Account (SOA).

*Cardholders in Good Credit Standing are those whose accounts are not delinquent or past due, not under investigation due to suspected fraud, not part of any special installment payment arrangement, not in violation of any of the Terms and Conditions governing the use of your China Bank Credit Card.


REMITTANCE

27.  If the remittance mode was Credit to Account, can I get my remittance from your branches or ATMs like before?

Yes, but for your safety, we encourage you to withdraw your remittance from our ATM nearest you.

 
28. What if the mode was Credit to Other Bank Accounts?

Please expect the usual turn-around time for amounts up to P50K for InstaPay-member banks. Amounts above P50K will be processed on best effort basis depending on available channels. We apologize for possible delays for this type of transaction. Please note that for USD Accounts, the cut-off time is 11 am Manila time.


29.  For the Cash Pick-up remittance mode, can I claim from your branches or domestic cash payout partners?

Yes. Please refer to our website www.chinabank.ph for the list of open branches.

For our Pay Anywhere option (China Bank, China Bank Savings, MLhuillier, Cebuana, LBC, Palawan Express and One Network Bank), please visit their respective websites for updated list of open branches.


30. What about Cash Delivery?

Our cash delivery service is available.  For transactions made before 11 am, the money will be delivered on the same day.  If after the 11 am cut-off, it will be delivered on the next day.


INVESTMENTS

31. How can I make a UITF subscription or redemption at this time?

China Bank Unit Investment Trust Fund subscriptions can be done thru China Bank Online or thru your branch of account. For redemptions,  please contact your branch of account. You may also contact the Trust and Asset Management Group at (632) 8885-5841 / 8885-5875 / 8672-9644 / 8230-6904 for inquiries.

Please note that cut-off time for Subscription/Redemption Notification is 11:30 am daily from Monday to Friday (or 11:00 am for Subscription Notifications done through China Bank Online).


32. Is interest crediting of my investment accounts affected?

No, interest earnings will be credited to your account as per the usual schedule.


ONLINE THEFT AND FRAUD PROTECTION

33. How will I be protected from online banking fraud and related cybercrimes?

China Bank uses leading-edge fraud prevention technology and monitoring techniques to ensure the security of transactions done via our e-banking channels including China Bank TellerCard (ATM), China Bank Online (internet and mobile banking), and China Bank TellerPhone (telephone banking). We also established a dedicated email and hotline for the duration of the ECQ where you can immediately report any instance of fraud while using our services (please refer to Customer Support section below for details).

Please note that China Bank will NEVER ask for your account information for any reason.

We also encourage clients to observe the following best practices to protect themselves while banking online:

  • Never give your credit card, ATM card, PIN, Password or any account information to anyone.
  • If you receive an e-mail, call, or text message that asks for your account details, IGNORE IT, DO NOT CLICK ANY LINK OR ATTACHMENT, and DO NOT REPLY as it is an attempt to trick you into giving these information to make unauthorized transactions.
  • Communicate only through these official China Bank channels:
    • Website: www.chinabank.ph
    • Facebook: /chinabankph
    • Twitter: @chinabankph
    • Instagram: @chinabank.ph


CUSTOMER SUPPORT

34. Is the China Bank Customer Service Hotline still available 24/7?

With the ECQ/MECQ, our Phone Bankers are limited to handle calls from 7 am to 9 pm only.  However, you may still call our Customer Service Hotline at +632 88855888 and access our Interactive Voice Response System (IVRS) anytime for information without having to queue to talk to our Phone Banker.


35. Other than by calling, are there other channels where I can send  inquiries or service requests?

Yes. You can get in touch with our Customer Service via:

E-mail: online@chinabank.ph
Fraud Protection E-mail: be.safe@chinabank.ph
Viber: 0917-8814263
Fraud Protection Hotline: 8885-5458
Social media: Send us a PM on Facebook, Messenger, or Twitter

For customer updates and advisories, please visit www.chinabank.ph

For Wealth Management and corporate customers, please contact your relationship managers or account officers directly.

© 2006 China Banking Corporation. All rights reserved