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(1) How can I make an enquiry or complaint?You can contact our Customer Services or file your complaint via email to [email protected], call our Customer Services Hotline +852 3898 6988, or mail to our office.(2) Will the bank provide me with regular statements of investment account?Yes, we will provide you monthly statements for your investment account and you can access it by tapping "My Account" at the top right hand corner and clicking "eStatement/eAdvice".(3) What does “Transaction Date” on Contract Notes and Investment Monthly Statements mean?It is the date on which you place the order instruction with us. If you wish to know the order execution date, you can check the order details by logging in WeLab Bank app and tap “My Account” > “Wealth Centre” > “Order Status”.Note: The “NAV per Unit” of a fund transaction shown on the Contract Notes and Investment Monthly Statements is the NAV applicable to the fund transaction, which is the NAV of the fund on the order execution date.(4) How to close the Wealth Management Services accounts?In order to close the Wealth Management Services accounts, please contact our Customer Services team by phone at +852 3898 6988 or email at [email protected]. Please note that once your request is being processed, your Investment Account and your Foreign Currency Account will be closed all together.Pro Tip: Please clear out the remaining balance(s) in the Investment Account and Foreign Currency Account before proceeding on account closure process.
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