Ref: XYZ

Dear Mr. XXX,

Thank you for your message regarding your enquiry on Dynamic Currency Conversion transaction,

If overseas ATM cash withdrawals/Point-of-sale debit payment transactions is converted into local currency via dynamic currency conversion (i.e. a service offered at certain ATMs/merchants which allows clients to convert a transaction denominated in a foreign currency to Hong Kong dollars at the point of withdrawal/sale), please note that clients acknowledge that the process of conversion and the exchange rates applied will be determined by the relevant ATM operator/ merchant or dynamic currency conversion service provider, as the case may be and not the Bank. The Bank does not determine whether transactions will be converted into local currency via dynamic currency conversion and, the clients are reminded to Please check with the relevant ATM operator/merchant whether such conversion was effected and the relevant foreign currency exchange rates/handling fee applicable before the transactions are entered into. Settling foreign currency transactions in Hong Kong dollars may involve a cost higher than the foreign currency transaction handling fee. In addition, the transaction will be subject to the following charges based on the converted amount in local currency:

(i) An administrative fee of 1.0% levied by VISA if it is a VISA card transaction; or
(ii) An administrative fee of 1.0% levied by other card association if it is an international transaction and/or such other rate(s) as may be determined by us or such other network as applicable

We appreciate your understanding in this matter.

If you have any queries or require further information, please call our Citiphone Banking at 2860 0333.

Thank you for banking with us. It is always a pleasure serving you.

Yours sincerely,

Ivy Liang
for Eric Leung
Customer Service Manager
Citibank (Hong Kong) Limited

Dear Mr XXX

Thank you for your email of 11 June 2018 regarding our credit card services.

We appreciate the opportunity to address your complaint and apologise for any inconvenience you have been caused. Your comments on our services are important. The matter is now under investigation and we will give our reply by 26 June 2018. If our investigation require more time, we will update you on the progress accordingly.

In the meantime, if you would like to know more about our complaint handling procedures, please visit our website at hsbc.com.hk and follow the steps below to view the information:

1.Click on ‘Write, call or send a message’ under the ‘Contact HSBC’ session at the bottom of the home page
2.Select ‘Make a complaint’ under the ‘How can we help?’ section on the left side

If you have any other points you wish to raise, please do not hesitate to contact me on (852) 2996 6388 extension 6028 or [email protected].

Yours sincerely

Phoenix Fung
Senior Customer Relations Manager