FAQ

NOTICE ON SERVICE DISRUPTION

1 QUICK GUIDE
Q1. So, the bank is upgrading its system. What does this mean for me
as a customer?
Q2. Tell me more about the Service Disruption.
Q3. Tell me more about the Account Number Change.
2 SERVICE DISRUPTION
Q1. What if I lose my ATM/Debit/ Credit Cards during the service
disruptions?
Q2. Cross-border transactions I will be out of country during system
upgrade weekend. Will I be able to withdraw cash with my
Malaysia CIMB ATM card?
Q3. What if my Fixed Deposit Account matures during the service
disruption?
Q4. My loan payment is due during the service disruption. Will it be
impacted?
Q5. I have pre-authorized payment(s) plan from my CIMB Bank
account. Will I need to do anything?
Q6. Will the operating hours of CIMB Credit Card Service Centres be
affected?
3 ACCOUNT NUMBER CHANGE
Q1. So, there is an account number change. Is there anything I need
to do?
Q2. Which of the account number(s) will be changed and why?
Q3. Where do I fnd my new account number(s)?
Q4. I know my old account number, how can I fnd out what is the
matching new account number?
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CONTENTS
1 QUICK GUIDE
Here is a snapshot of the FAQ for your quick reference.
Q1. So, the bank is upgrading its system. What does this mean for me as a customer?
What it means for you is that as a result, there will be a service disruption during the system
upgrade and upon successful upgrade, there will also be a change in your account numbers.
Q2. Tell me more about the Service Disruption.
The scheduled service disruption is as follows:-
To avoid inconvenience, please plan your banking transactions in advance and ensure that
you have suffcient cash for use over the long holiday weekend.
Q3. Tell me more about the Account Number Change.
Following the upgrade, effective Monday, 3 February 2014, all your existing Deposits and
Loans/Financing accounts will be assigned new account numbers, with the exception of
credit cards. In relation to this, we wish to highlight the following:
a. While your old account numbers will continue to be operational*, please note that all
our banking channels, statements and correspondences will display only the new
account number from this date onward.
b. To look up your old and/or new account number after 3 February 2014, you may:
i. Visit any CIMB branch for assistance;
ii. Log on to CIMB Clicks or BizChannel@CIMB;;
iii. Call CIMB 24-hour self-service phone banking at 1300 880 900.

*Except for Self-Service Phone Banking & MyMobile
For more FAQs, please read on.
CIMB Bank / CIMB Islamic Branches and Service Centres
6- & 7-day banking branches & service centres
(including Credit Card Service Centres)
East Coast banking branches & service centres
Self Service Terminals
Automated Teller Machines (ATMs and MEPS)
Cash Deposit Machines (CDM)
Cheque Deposit Machines (CQM)
Foreign Currency Dispenser (FCD)
All debit card transactions
Online Banking, (CIMB Clicks, BizChannel@CIMB,
Gateway@CIMB, Host-to-host Connectivity)
Mobile Banking (MyMobile, Clicks Apps, Mobile Banking
Java)
Self-service Phone Banking
11.45 pm, Friday,
31 January 2014
to
6.00 am, Monday,
3 February 2014
Date & Time Affected Services
2 SERVICE DISRUPTION
Q1. What if I lose my ATM/Debit / Credit Cards during the service disruption?
Kindly call our Contact Centre at 1300 800 990 or +603 2295 6100 if you are overseas to
report the lost card and we will make the necessary arrangements.
Q2. Cross-border transactions I will be out of country during system upgrade weekend.
Will I be able to withdraw cash with my Malaysia CIMB ATM card?
From 11.45 pm of Friday, 31 January 2014 to 6.00am of Monday, 3 February 2014, you will
not be able to withdraw cash from any CIMB ATMs nor from any MEPS, CIRRUS, PLUS
participating members banks using CIMB Cards. All CIMBs cross-border ATM withdrawal
services will be temporarily unavailable.

We advise you to plan and perform your banking transactions in advance if you are traveling
abroad during the scheduled downtime.
Q3. What if my Fixed Deposit (FD) Account matures during the service disruption?
All FD accounts will automatically be renewed and the interest will roll over and credited to
the account according to your renewal instructions. You will not be able to withdraw during
the disruption.
Q4. My loan payment is due during the service disruption. Will it be impacted?
If you have set up a Standing Instruction or Periodic Payment Instruction, the payment will be
processed as usual during the service disruption period.
If you are making payments using cash, cheques via Self-Service Terminals (ATMs, CDM or
CQM) or fund transfer, we advise you to do so before the service disruption begins at
11.45 pm, 31 January 2014, to avoid penalty charges.
Q5. I have pre-authorized payment(s) plan from my CIMB Bank account. Will I need to do
anything?
No, you dont need to do anything. All existing Periodic Payment Instruction or Standing
Instruction will be processed as usual.
Q6. Will the operating hours of CIMB Credit Card Service Centres be affected?
Yes. The Credit Card Service Centres will be closed from 11.45 pm, Friday, 31 January
2014, to 6:00 am, Monday, 3 February 2014, so you will not be able to make any type of
payments.
However, Credit Card purchases, including online transactions will still be accepted during
the system upgrade window.
3 ACCOUNT NUMBER CHANGE
Q1. So, there is an account number change. Is there anything I need to do?
No, you do not need to do anything as we have made it as seamless as possible for you.

You do not need change your ATM/Debit card, Credit Cards, cheque book, passbook
or Fixed Deposit certifcates;
You do not need to reset your existing Standing Instructions;
You do not need to reset your existing CIMBclicks Favourite 3rd Party and
Nicknames as well as BizChannel@CIMB Registered Accounts;
3rd parties do not need to reset their existing autopay instructions to your account.
If you inadvertently used your existing account number, it will still be accepted for most
banking services*.
While your old account numbers will continue to be operational*, please note that all our
banking channels, statements and correspondences will display only the new account
number after the upgrade.
*Except for Self-Service Phone Banking & MyMobile
Q2. Which of the account number(s) will be changed and why?
All Deposits and Loans / Financing Accounts will be assigned new account numbers with the
exception of Credit Card account numbers upon completion of the system upgrade. The
following is the structure of your new account number as compared to your existing account
number:
Q3. Where do I nd my new account number(s)?
Your new account number(s) will be displayed in all banking channels, statements, and
correspondences after 3 February 2014.
Q4. I know my old account number, how can I nd out what the matching new account
number is?
There are 3 ways you can do this after 3 February 2014, which are:
i. Visit any CIMB Branch for assistance;
ii. Log into CIMBclicks or BizChannel@CIMB;
iii. Call our customer care hotline at 1300 880 900.
Please note that for security reasons, the Bank will not send any email, call or SMS you to
solicit sensitive information. If you do receive such requests, please call us at 1300 880 900
or +603 2295 6100 if you are overseas. Alternatively, email us at callcentre@cimb.com
Deposit Account 14 Digits 10 Digits
Loan / Financing Account 14 Digits 10 and 17 Digits
Hire Purchase Account 12 Digits 10 and 17 Digits
Product Types
Existing Account
Number Structure
New Account
Number Structure