e-Statement / e-Advice Service

e-Services

e-Statement / e-Advice Service

Notice on updates of Terms and Conditions for Hang Seng e-Statement / e-Advice Service
We’ve made updates to the “Scope of the Service” section of our Terms and Conditions for Hang Seng e-Statement/e-Advice Service, which will take effect from 29 Nov 2024. Starting from 1 Dec 2024, for customers who have registered Investment e-Statement(s) / e-Advice(s), if the email reminder has failed to be sent to customers’ registered email address in our record, we'll send you a SMS reminder.

Service Introduction

To reduce paper consumption and help conserve natural resources, Hang Seng Bank always encourages the use of the e-Statement / e-Advice to replace paper statements / advices in order to reduce paper consumption.

e-Statement / e-Advice Service enables you to view and download the electronic version of statement and advice through Hang Seng Personal e-Banking or Hang Seng Personal Banking mobile app. Free e-mail reminder will also be sent to customers when latest statement / advice is issued. ^{^}

Benefits of e-Statement / e-Advice Service

Besides of reducing paper consumption, e-Statement /e-Advice Service can also bring you the following conveniences:

Speedy and secured

No delay due to postal delivery. Customer can receive new statement once it is issued

Convenient

Saving your time and space for filing piles of paper statement / advice

Space-saving

Online access via Hang Seng Personal e-Banking or Hang Seng Personal Banking mobile app up to past 7 years of statements and past 6 months of advices ⁺

Simple and easy

Layout and content are exactly the same as that of paper statements. Easy to download and print.

Timely alert

Receive reminder when new e-Statement / e-Advice is available^{^}:

- Banking / Investment / Mortgage Loan Accounts – Push Notification and FREE e-mail reminder

- Card Accounts – Push Notification and FREE e-mail / SMS reminder^*

Paper Statement Service Annual Fee (“the fee”) has been applied to personal banking accounts including Prestige Private, Prestige Banking, Preferred Banking, Integrated Account, Family+ Account, HKD Current Account, HKD Statement Savings Account and ATM Statement Savings Account since 2017.

Starting from 1 July 2018, the fee will also be applicable to designated personal credit card accounts including Prestige World Mastercard^® , Platinum Card, Gold Card, Classic Card, USD Visa Gold Card, Spending Card^{^}, Renminbi Credit Card (Platinum Card/ Gold Card/ Classic Card), MMPOWER World Mastercard^® and Visa Signature Card.

If you have already registered for our e-Statement/ e-Advice Service for your account(s), you can enjoy free of charge access to the statement online.

^{^} Spending Card account is a non-interest bearing account. Funds maintained in the Spending Card account are not protected deposit and are not protected by the Deposit Protection Scheme in Hong Kong.

Details about Paper Statement Service Annual Fee

Account Type	Annual Fee Period	Charge Criteria	Paper Statement Service Annual Fee	Debit Month
Personal banking accounts	For every 12 months period from July to June of the following year	Applies to each account that generates more than two paper statements during the Annual Fee Period	HK$60 per account	July to August of the following year
Personal credit card accounts			HK$40 / CNY40 / US$5 per account (subject to card type)^#	July to August of the following year

^# The fee will be applicable to both Principal and Supplementary Card accounts (except Supplementary Cards which share same credit limit with the Principal Cards).

Exemptions from the fee

The Paper Statement Service Annual Fee will not be applied to investment, loans, mortgage and Hang Seng insurance accounts.

Moreover, customers who meet the following criteria will also be exempted:
(1)  Aged below 18 or aged 65 and above
(2)  Recipients of Comprehensive Social Security Assistance (supporting documents required)
(3)  Persons who present a proof of disability document (e.g. document of receiving government disability allowance)

For banking joint accounts, if any one of the account holders meets the above exemption criteria, the fee will also be exempted. Any customer who meets either criteria (2) or (3) but has not informed us about the status should visit our branch to arrange for fee exemption.

FAQs

General questions

- Q.1 What accounts/customers will be charged for receiving paper statements?
If any personal account listed below continues to receive paper statements during the Annual Fee Period, each account will be subject to the annual fee*.

Effective from 1 January 2017:

Prestige Private

Prestige Banking

Preferred Banking

Integrated Accounts

Family+ Account

HKD Current Account

HKD Statement Savings Account

ATM Statement Savings Account

Effective from 1 July 2018:

Personal credit card accounts including Prestige World Mastercard^® , Platinum Card, Gold Card, Classic Card, USD Visa Gold Card, Spending Card, Renminbi Credit Card (Platinum Card/ Gold Card/ Classic Card), MMPOWER World Mastercard^® and Visa Signature Card.

* The Paper Statement Service Annual Fee will not be applied to investment, loans, mortgage and Hang Seng insurance accounts.

Q.2 My following accounts are receiving paper statements. Will I be charged?

Account Types	To be charged or not	Fee*
Private Banking Account	No	Not applicable
Prestige Private, Prestige Banking, Preferred Banking and Integrated Account	Yes	HK$60
HKD Statement Savings Account	Yes	HK$60
Family+ Account	Yes	HK$60
HKD Current Account	Yes	HK$60
ATM Statement Savings Account	Yes	HK$60
Personal credit card accounts including Prestige World Mastercard^® , Platinum Card, Gold Card, Classic Card, USD Visa Gold Card, Spending Card, Renminbi Credit Card (Platinum Card/ Gold Card/ Classic Card), MMPOWER World Mastercard^® and Visa Signature Card	Yes	HK$40 / CNY40 / US$5 per account^{^} (subject to card type)
Passbook Savings Account	No. The fee is not applicable to paper advice of Passbook Savings Account.	Not applicable
Securities Account	No	Not applicable
Investment Funds Account	No	Not applicable
Foreign Currency Account	No	Not applicable
Loans Account	No	Not applicable
Mortgage Account	No	Not applicable
Hang Seng Insurance Account	No	Not applicable

Q.3 If I continue to receive paper statements, when and how will my account(s) be charged?

- Q.4 What customers are eligible for a fee waiver?
Senior citizens (aged 65 and above)

Aged below 18

Recipients of Comprehensive Social Security Assistance (supporting documents required) *

Persons who present a proof of disability document (e.g. document of receiving government disability allowance)*
For banking joint account, if one of the account holders meets the above exemption criteria, the relevant account will also be exempted.

* Any customer who meets these criteria but has not informed us about the status should visit our branch to arrange for fee exemption.
- Q.5 If I register for e-Statement during the effective period, will I be charged on a pro-rata basis?
You will not be charged on a pro-rata basis. The fee will be charged if more than 2 paper statements are generated for each account during the Annual Fee Period. Please refer to Question 3 above for details.
- Q.6 How can I avoid the Paper Statement Fee?
You can avoid the Paper Statement Fee by simply registering the eStatement service. Steps to register eStatement service (apply to e-Banking Customer; New customer must register e-Banking in advance to proceed below steps for completion) Logon to Personal e-Banking > Customer Services > Account Maintenance > Account List and maintain e-Statement / e-Advice

Account Type	Annual Fee Period Charge Criteria	Paper Statement Service Annual Fee	Debit Month
Personal banking accounts	Generated more than two paper statements per account for every 12 months period from July to June of the following year	HK$60 per account*	July to August of the following year
Personal credit card accounts	HK$40 / CNY40 / US$5 per account (subject to card type)^#

Applicable to personal banking accounts

- Q.7 If I only have a passbook savings account, will I be charged?
No.Paper advices issued by us will not be charged as well. Please refer to Question 2 above for details.
- Q.8 If I continue to receive paper advices, such as Time Deposit Maturity Advice, will I be charged?
No. Paper advices issued by us will not be charged.
- Q.9 If an authorized person is appointed to manage an account and this person is eligible for a fee waiver, will the account be exempted as well?
No. Only the account holder who meets the latest criteria of fee waiver can be exempted.
- Q.10 My integrated account includes a securities account. If I receive paper statements for the integrated account and securities account and paper advices for dividends payment, will I be charged for receiving three statements?
Only the paper statement of integrated account will be counted. Paper statement or any advices of securities account will not incur any fees.
- Q.11 Can I request for a paper statement after I registered for e-Statement service? Will I be charged?
If you request for a paper statement after the e-Statement is issued, a handling fee will be charged on each copy of paper statement requested. Please refer to our latest rates for the handling fee.

Applicable to personal credit card accounts

- Q.12 If I continue to receive paper statements for my supplementary credit cards, will I be charged?
If supplement cards share same credit limit with the principal cards
No. The fee is not applicable to supplement card accounts which share same credit limit with the principal card accounts.

If supplement cards do not share same credit limit with the principal cards
Yes. As Principal Card and Supplementary Card Customers will be supplied with separate monthly statements, you will be charged for the fee if more than 2 paper statements are generated for your supplementary card account during the Annual Fee Period. Please refer to Question 3 above for details.
- Q.13 If I have more than one designated credit card accounts, will I be charged for each account if I continue to receive paper statements for those accounts after the effective date of the fee?
Yes. The fee will be charged if more than 2 paper statements are generated for each of your credit card account during the Annual Fee Period. Please refer to Question 3 above for details.
- Q.14 Can I request for a paper statement after I registered for e-Statement service? Will I be charged?
If you request for a credit card paper statement after the e-Statement is issued after 3 months, a handling fee will be charged on each page of copy of paper statement requested for. Please refer to our latest rates for the handling fee.