Customer Education | HSBC Indonesia

HSBC never gives authority to any parties to pick up your Credit Card for any reasons. Please be careful of fraud attempts using the name of HSBC. All losses arising as a result of the Credit Card transfer would be of your full responsibilities.

Banking transaction

Protecting your interest

Customer data update

Ensure your personal information update

ATM transaction

Using an ATM

Debit Card

Tips to keep your Debit Card PIN safe

Tips to safeguard your Debit Card

Tips to safeguard your PIN

Internet Banking

A. Keep your computer secure

1. Make sure you have the latest security updates and patches

2. Use and regularly update anti-virus software

3. Use personal firewalls

4. Read our password advice

5. Use an anti-spyware program

Top Tips

1. Don't share computers

2. Filename extensions

3. Be wary of opening any unexpected email messages with attachments

B. Keep your Internet Banking session secure

1. Logging in

2. Logging off

Top Tips

1. Memorize the keys to your access

2. Don't use links to access our site

3. Avoid using shared computers for Internet Banking

C. Keep your email secure

Generally, email that is sent or received through a regular email address (e.g., yourname@hotmail.com) is not secure or encrypted to protect the content. Therefore, any personal information you include in an email is at risk of being intercepted by unauthorized individuals. Do not send your Internet Banking ID and/or passwords by email to anyone – ever.

Top Tips

1. Never send sensitive information by email

2. Be wary of opening any unexpected email messages with attachments

3. Never open an email attachment that contains a file ending with .exe, .pif, .vbs as these are commonly used with viruses.

4. Any file that appears to have a double extension is almost certainly a virus and should be deleted.

Telephone Banking

During telephone conversation:

Statements

How to Read Your Banking Statement


1.	Customer Data
	This is your name and correspondence address recorded in our system.

2.	Branch Name
	This is the branch where you first open relationship with HSBC.

3.	Statement Date
	This signifies the statement generation date.

4.	Customer Number
	This is your primary identification number in HSBC.

5.	Statement Sequence Number
	This is the page number of your statement.

6.	Your Portfolio at a Glance
	This shows the total balance of your deposits, investments and balance outstanding as of the statement date.

7.	Total Deposits and Investments
	This is the total balance of your deposits and investments as of the statement date

8.	Total Borrowings
	This is the total balance outstanding as of the statement date.

9.	Net Positions
	Shows the value of your investment position, calculated as the deposits and investments position’s less the outstanding borrowings.

10.	Mortgages
	This is the total balance outstanding of your home loan as of the statement date.

11.	Account Number
	The identifier for ownership of an account, whether a deposit, investment, borrowing, loan account.

12.	CCY/Unit
	This is the currency of the deposits/investments.

13.	Deposits and Investments
	This is the description of the accounts.

14.	Credit Limit
	This is the limit for your loan account, including credit card account and covers both the primary card and any additional card.

15.	Balance (DR=Debit)
	This is the total balance of each deposit, investments, borrowings and mortgage that you have in the original currency of the account.

16.	IDR Equivalent (DR=Debit)
	Shows the balance of your account(s) in Indonesian Rupiah. All foreign currency accounts will be converted to Indonesian Rupiah.

17.	Details of Your Accounts
	This section provides details of all transactions in your account(s).

18.	Transaction Details
	- Deposit and investment : Details of all deposits and withdrawals in the account. - Borrowings : Details of all payment, purchase, cash advance or credit.

19.	Date
	Shows the transaction date on which the deposit, withdrawal, purchase, payment or cash advance was made.

20.	Transaction Turnover
	Shows the balance of deposits and withdrawals in each account(s).

21.	Transaction Count
	Number of transactions received and posted until the statement date from the previous statement date.

General points to remember

We recommend frequently reviewing your account activity online:

Credit Card transaction

When using Credit Card

Protecting your cards

Complaint escalation

To raise a complaint

Identifying fraud (email)

Beware of Phishing

Other warning signs that an email is fraudulent

Identifying fraud (website)

Phishing Websites

Identifying fraud (phone)

Recognizing Phone Fraud

Identifying fraud (mail)

Spotting Mail Fraud

Identifying fraud (Credit Card)

Watch Out for Skimming

Inform the Bank for every changes on your (or your attorney's) personal data together with the relevant supporting document(s). Such data includes but not limited to the following: Personal Customer*)
1.	Job title or line of business
2.	Address
3.	Phone number
4.	ID (KTP/passport/staying permit) number and expiry date
5.	NPWP number (mandatory for existing/prospective securities account holder)
6.	Type of transaction(s) which will be frequently performed
7.	Purpose of account opening
8.	Nationality
9.	Marital status
10.	Source of fund and income

Corporate Customer*)
1.	Business License (nature of business activities)
2.	Articles of Association (including subsequent amendment if any)
3.	Address and contact details
4.	Source of fund and purpose of account opening
5.	Taxpayer Registration Number (NPWP)
6.	Composition of Board of Directors and Commissioners (along with their ID Card: KTP/passport/staying permit)
7.	Company's shareholding structure up to the ultimate beneficial owner**)

Remark:
*)	In accordance with Bank Indonesia Regulation No. 11/28/PBI/2009 and BAPEPAM LK regulation No. V.D.10 pertaining Know Your Customer Principles ("KYC")
**)	Any individual who owns minimum 10% shares in your company , directly and/or indirectly

-	Never tell your Debit Card PIN to other people and/or other parties.
-	Immediately change your Debit Card PIN after receiving the first PIN from HSBC.
-	Memorize your PIN and do not write it down
-	Change your Debit Card PIN regularly.
-	When doing Debit Card transactions in ATM, please ensure that nobody could see you typing your PIN
-	Select PINs that cannot easily be guessed by anyone, don't use ones that can be easily guessed such as date of birth, phone number, etc.

-	Immediately sign in the space provided at the back of your Debit Card as soon as you receive it.
-	Keep your Debit Card in the safe place.
-	To avoid the misuse of card, please ensure that all transactions using your debit card are conducted in front of you.
-	Always put your Debit Card away from magnetic items like hand phone and other electronic devices
-	Take care of your Debit Card like any of your personal belongings and ensure that your Debit Card is not handled, controlled and used by others. All financial losses arising from your negligence in using the Debit Card would be of your full responsibilities
-	Observe your surroundings before, during and after doing the Debit Card transactions. If there are any suspicious or unusual behaviors, we suggest that you should beware in doing the transactions in such surroundings and if needed contact the authorized police officer.
-	Please check your Credit Card and the proof of your transactions again after you conduct the transactions.
-	In case you lose your Debit Card, please contact HSBC phone banking service at +62 21 5291 4722 or 0804 1 96 4722 (could be accessed from all cities in Indonesia) or 64722 (through mobile phone).
-	When you have received your Debit Card, HSBC will send Phone Banking PIN that can be used if you would like to contact HSBC Phone Banking service.

-	Memorize your PIN and do not write it down
-	Select PINs that cannot easily be guessed by anyone, don't use ones that can be easily guessed such as date of birth, phone number, etc.
-	Use different PINs for different channels (e.g. Internet Banking, ATM and Phone Banking).
-	Never disclose your PIN to anyone, not even someone claiming to be from the bank or the police
-	Immediately change your PIN after you receive it from HSBC
-	Change your PIN regularly
-	Ensure that no one is looking whenever you are keying-in your PIN

-	Memorize your password and do not write it down.
-	Select password that cannot easily be guessed by anyone, don't use ones that can be easily guessed such as date of birth, phone number, etc
-	Never disclose your password to anyone, not even someone claiming to be from the bank or the police.
-	Change your password regularly.
-	Ensure that no one is looking whenever you are keying-in your password.

-	Do not sign blank form(s). Please ensure you have understood every field to be completed prior to signing any transaction form
-	For investment and insurance transaction, please ensure you have been explained about the product feature (including product risk) of the product offered
-	Please ensure you have acknowledged and understood the terms and conditions applied to any banking product and service offered

-	To check for patches and updates you should visit the publisher's website, typically in their Download section
-	Microsoft users can visit: http://windowsupdate.microsoft.com which can automatically check what is required, and then suggest that you download it.

-	There are many effective programs to choose from, but the most common commercial products are from McAfee, Symantec (Norton) and Sophos.
-	It is also possible to obtain free anti-virus protection. A search for “free anti-virus” on Google will provide a list of the most popular.
-	Always update your anti-virus software with the latest “virus definition” files. If you are unsure how to do this, you should refer to the program's own Help function.

-	A firewall is another small program that helps protect your computer and its contents from outsiders on the Internet. When properly installed, it stops unauthorized traffic to and from your PC.
-	There are many effective programs to choose from. Common commercial examples are from Zone Alarm, Symantec (Norton), McAfee and Computer Associates.

-	Spyware is often loaded onto a PC as part of a free download of another service.
-	Spyware is not the same as a virus in that it only records what you do rather than altering how your machine works. Because of this, anti-virus software is not effective in identifying and removing spyware; you will need to download and run a specialized anti-spyware program.
-	Anti-spyware security software currently available include McAfee, Spybot Search and Destroy, AdAware, Spyware Eliminator, Spyware Doctor and Microsoft anti-spyware. We strongly recommend that you install and use a reputable anti-spyware product to protect yourself against spyware on your PC.

-	If you receive phone calls claiming to be from HSBC, identify the caller and ensure that he/she is a genuine Bank staff. Our Bank staff will clearly express their name, job title, branch/department, and contact telephone number.
-	Phone PIN verification is not required for general enquiry.
-	Phone PIN verification is only required for transactions or other requests and/ or maintenance. Phone PIN must be input directly to the voice response system by customer.
-	Never read out your password or PIN to our Bank staff over the phone - HSBC would never ask customer to read out the PIN to anyone, not even someone claiming to be from the Bank
-	Do not proceed to input PIN if you have doubt about the call

-	Check your statements immediately upon receipt.
-	If you spot any unusual transactions, report them to the Bank immediately
-	Consider using Internet Banking to check the transactions on your account more frequently

-	Over 50 percent of all identity fraud is first discovered by the victim
-	The sooner fraud is detected, the lower the financial impact
-	Customers who access their accounts online detect identity crime earlier than those who rely on mailed statements
-	Customers who choose to receive electronic statements instead of mailed statements reduce their risk of mail fraud.

-	Try to keep your Credit Card in sight when using it for a transaction
-	Ensure that your card is returned after each transaction
-	Do not sign Credit Card slips without an amount
-	Keep all Credit Card receipts / statements in a safe place, or destroy them
-	Do not disclose your Credit Card number over the phone, unless you are dealing with a reputable company.
-	Avoid entering Credit Card information when using public computers, such as those in internet cafes, or when using websites that are not secure.
-	Do not respond to emails that ask you to provide Credit Card information
-	Shut off paper statement, opt to use online statement instead
-	Check receipts against your online monthly billing or account statements to verify all of your transactions. Report any unauthorized transactions immediately. Once you have reconciled your billing statements, shred up all receipts and discard them at home
-	Check your statements and watch your charges. View your statements to verify that they properly reflect the amounts you have authorized. Also, watch for multiple charges

-	Sign your cards as soon as you receive them
-	Treat cards like cash. Never leave them unattended or lend them to anyone.
-	Carry only the cards that you need
-	Make a list of your Credit Card numbers and the telephone numbers that you should use to report lost or stolen cards. Keep the list in a safe place, away from the cards.
-	Check your card expiry date. If a replacement card has not arrived at least one week before your current card expires, contact the Bank to find out why.
-	Register to Verified by Visa and MasterCard® SecureCode™ to protect your Credit Cards while shopping online

-	HSBC Credit Card customers can use the following channels:
	Call center (021 - 5291 4722) Internet Banking

-	HSBC Advance customers can use the following channels:
	Call center (021 - 5291 4722) Branches Internet Banking

-	HSBC Premier customers can use the following channels:
	Premier call center (021 - 500 700) Branches Relationship Managers Internet Banking

-	Generic salutation such as "Dear user" and/or unpersonalized information in the text of the email.
-	The logo is distorted or stretched.
-	The link in the email doesn't match the URL of the legitimate site
-	There's an attachment that may launch a virus or spyware on your computer

Never give out personal information over the phone unless you initiate the contact. Be suspicious of the following:
-	Automated messages with urgent requests to verify your account.
-	Voicemails asking you to call a number with an international code. You'll end up with an expensive phone bill.
-	To claim a lottery prize or other winnings, you're asked to dial a two-digit code preceded or followed by the "#" or "" key (for example, 79 or 72#). This is a call-forwarding scam.
-	Remember: No one at HSBC will ever ask you for your Password.

If it sounds too good to be true, it's probably a scam. Be suspicious of the following:
-	Pre-approved credit offers that charge a fee to get your card
-	Job scams asking you to pay for more information
-	Work-at-home schemes that require you to buy something before you can start work
-	Donation requests to unregistered charities
-	Sweepstakes and lotteries where you have to pay to receive your prize or those involving a foreign country

Fraudulent (phishing) emails may direct you to a bogus or spoof site that's often very convincing. Look closely for these telltale signs:
-	The site threatens to shut down your account unless you verify your personal information
-	The site returns an error message and asks you to log in
-	The URL isn't quite right. For example, you see www.hbsc.com or www.hsb.com instead of www.hsbc.co.id
-	The URL may also contain numbers (such as an IP address) or an "@" symbol.
-	The padlock icon is out of place. It should be in the browser status bar in the lower right and not within the web page.
-	When you double-click on the lock icon, you get a warning that the site address doesn't match the security certificate.
-	The logo is distorted or stretched which indicates it's been copied.
-	Spelling and grammar mistakes. If there's a phone number on the fake website, it doesn't match the phone number on your account statement
-	You can't link to a home page from the fraudulent site

Credit Card fraud can occur anywhere you make a transaction including restaurants, gas stations and other retail locations. Beware of the following:
-	Swiping your Credit Card twice, once for your meal and a second time through a skimming device (As a general rule, don't let your card out of your sight.)
-	Someone looking over your shoulder at the register.
-	Receipts and carbon copies. Ask for them and file or destroy them