Customer Feedback and Complaint

Ping An OneConnect Bank values our customer feedback. If you would like to share your opinion with us, you may contact us via the below channels:

  1. Talk to our Customer Service Representative on our in-app Live Chat
  2. Call our Customer Service Hotline: (852) 3762 9900
  3. Email to [email protected]
  4. Mail to Room 1903-1904, NEO, 123 Hoi Bun Road, Kwun Tong, Kowloon, Hong Kong

PAOB promised to handle our customer complaints timely and fairly. A letter of acknowledgement will be issued within 7 days upon the receipt of your complaints and PAOB aims to resolve most issues within 30 days. All information will be kept confidential.

If by any chance you are not satisfied with our handling of your case which is related to monetary dispute, you may refer your case to Financial Dispute Resolution Centre (“FDRC”).

If you want to learn more about how PAOB handles customer complaint, please click HERE.

Notice about Bogus Phone Call

Ping An OneConnect Bank would like to remind our customer to stay vigilant on any bogus calls, fraudulent emails, SMS messages or bank website etc. Customers are advised to protect their personal information and account details at all time. Please note that our bank would never request our customer to provide any password via phone calls, pre-recorded message or emails. If you are in any doubt of the validity of the caller or message sender, please do not disclose any information to them and speak to our customer service officer immediately or report the case to the police.

If you need immediate assistance verifying suspicious information, please contact our hotline: (852) 3762 9900.

Service Maintenance Schedule

To provide better services for our customers, we regularly perform system upgrades and maintenance to enhance our banking services. During the maintenance period, certain banking and customer services may be impacted. Please refer to the table below. We apologise in advance for any inconvenience that may be caused.

Scheduled Maintenance Update Time Service Affected
20 August 2022 01:00 - 07:00 Mobile Banking
Due to system maintenance, PAOB APP service will not be available from 01:00 a.m. to 07:00 a.m. on 20 August 2022. For enquiry, please contact our customer service hotline at (852) 3762 9900.