In order to do a good job in financial support for epidemic prevention and control and economic and social development, and practice the sense of responsibility of "Inclusive Finance" and "finance for the people", Bank Of Communications Co.Ltd(601328) launched the financial service plan for the convenience and benefit of the people during the epidemic, and strengthened financial services and support for areas, industries and people affected by the epidemic.
I. provide credit card deferred repayment service and adjust credit collection strategy
(I) continue to optimize the relief policy that can actively apply for deferred repayment. Customers in areas seriously affected by the epidemic and with normal account status can choose relevant deferred repayment services according to the service SMS actively sent by our bank; Other credit card customers can call the customer service hotline to apply for deferred repayment. The overdue credit investigation will not be included in the grace period of deferred repayment.
(II) further adjust the collection strategy in the areas affected by the epidemic. For credit card customers who are seriously affected by the epidemic and overdue for the first time, our bank will arrange to take the initiative to stop urging; Overdue customers of other credit cards will take the initiative to weaken the collection, and customers can apply for suspension of collection.
II. Strengthen relief support for key groups and reduce the pressure on individual loan repayment
(III) continue to bail out customers such as housing loans and consumer loans who are in areas seriously affected by the epidemic and whose repayment ability has temporarily declined. For customers of housing loans and consumer loans who need to suspend repayment, they can apply for a repayment grace period of no more than 90 days. There is no collection within the grace period, and the repayment within the grace period is not overdue; For the customers of housing loans and consumer loans whose income decreases, the repayment plan can be adjusted and the loan term can be extended to reduce the monthly repayment amount and reduce the repayment pressure.
(4) for the areas seriously affected by the current epidemic, mainly remind the customers of housing loans and consumer loans who have newly entered the collection list; Other customers of housing loans and consumer loans at various overdue stages shall suspend telephone collection.
(V) increase credit assistance to key groups such as truck drivers and express delivery personnel, actively provide relief support to customers in transportation, freight logistics and other industries, flexibly adjust the repayment plan of housing mortgage loans and consumer loans such as truck drivers and express delivery personnel, reasonably postpone the repayment period, simplify the application procedures, and provide professional certificates or vehicle driving licenses according to customers' applications The driver's license shall be recognized directly after.
III. continue to carry out fee reduction and profit transfer for small and micro merchants to pay and promote consumption
(VI) carry out the "booming plan" for merchants, further reduce fees and transfer profits, and serve the real economy. For the standard merchants of UnionPay, the service rates of the current generation of other debit cards of UnionPay (including overseas UnionPay debit cards) and UnionPay QR code debit cards will be continuously reduced, the preferential merchants specified by UnionPay non-standard merchants will be subject to a 7.8% discount, and the reduced merchants specified by UnionPay non-standard merchants will be exempted from the service charges. Launched the "booming plan", which exempted merchants in catering, retail, cultural tourism, medical treatment, refueling, travel and other industries from UnionPay QR code transaction fees of less than 500 yuan, and gave a 40% discount to UnionPay QR code transaction fees of more than 1000 yuan.
(VII) implement the "payment for the benefit of the people" initiative to facilitate household consumption. For credit card customers, we will launch the anti epidemic themed financial activities of "peace of mind, home and good for all", focus on the life scenes of fresh takeout, audio-visual entertainment and online payment, and launch preferential rights and marketing activities focusing on online consumption.
IV. strengthen support for online financial services to ensure uninterrupted financial services
(VIII) optimize the functions of mobile banking services. For the full number of mobile banking customers, the special anti epidemic service area with the theme of "finance benefiting the people and fighting the epidemic hand in hand" of mobile banking is launched. The special area includes the sections of "smart finance", "benefiting life", "investment" and "science popularization", which provides customers with financial functions related to the epidemic, registered consultation, anti epidemic insurance and information related to the epidemic. It provides the function of declaration of inward remittance and supports customers to complete the declaration of balance of payments through online channels. Provide ukey grace period services to customers whose ukey expires in areas with serious epidemic.
(IX) optimize the app service function of the pay bar. Provide home epidemic prevention zone for full credit card customers, and integrate preferential activities, guarantee and supply support, epidemic information and knowledge sharing and other columns. Publicize and introduce various anti epidemic and livelihood Protection Measures on the official website of credit card, APP bulletin board and other channels. Increase the full point exchange limit and commodity supply of rice noodles, grain, oil and basic livelihood food in the credit card point exchange zone.
(10) providing contactless consumer credit services and preferential interest rates. No loan application is accepted and no remote loan support is provided. Give full play to the role of emergency reserve fund of online credit consumer loan ("Huimin loan") for customers applying for consumer loan, support self-service online application and repayment at the same time, and give 7-9% interest rate discount to customers applying during the epidemic period; For anti epidemic personnel and residents' consumption scenario customers, more online loan interests such as interest before principal repayment, interest rate preference and so on are provided.
v. continuously strengthen consumer protection services and unblock consumer complaint channels
(XI) unblock the channels for accepting consumer complaints. Provide 7 24-hour year-round non-stop service to all retail customers, 95559 and 400 service hotlines solve customer complaints 24 hours online, mobile banking, "pay it" app intelligent customer service, official website, microbank and 95559 e-mail can accept customers' online complaints at any time, and normal business outlets can solve customer complaints on site. When handling customer complaints, the process shall be standardized, the fact investigation shall be clear and the opinions issued shall be reasonable. For complex and difficult complaints, make full use of third-party mediation, neutral evaluation and other methods to properly resolve them.
