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Terms and Conditions Live Chat via WhatsApp Call Hana
- DEFINITION
- Live Chat via WhatsApp Call Hana is short message service that can be used to have online conversations with CCOs to submit questions, suggestions and other matters related to Hana Bank’s non-transactional products and services.
- Users are customers/non customers who can access the Live Chat via WhatsApp Call Hana through the chat media specified by the Bank.
- Contact Center Officer (“CCO”) is PT Bank KEB Hana Indonesia (“Bank”) officer in charge of serving a chat with users through Live Chat via WhatsApp Call Hana.
- Call Hana is contact center owned by the Bank in charge of serving interactions sent to and from users in accordance with the Bank’s provisions.
- Service hours are operational time to serve interactions sent to and from users in accordance with applicable regulations.
- USING LIVE CHAT VIA WHATSAPP CALL HANA
- The user is required to ensure that the contacted phone number is the Bank’s official mobile phone number (official business account) namely 0811-9710-0021.
- Any consequences arising from using a cellular phone number belonging to another party are the full responsibility of the user.
- The User hereby releases the Bank from all kinds of claims, lawsuits, and/or other legal actions from any parties.
- Bank with the approval of the User has the right to use the information contained in the conversation session for the benefit of the Bank.
- Bank in the framework of implementing the precautionary principle has the right at any time to refuse User chat interactions in the event that chat interactions are not relevant to the context of the Bank’s services are non-transactional and which are not in accordance with the Bank’s considerations and applicable law.
- TERMS OF USE
- After registration, Users can start a chat session.
- The scope of services that can be served by the CCO in Live Chat via WhatsApp Call Hana is information related to Hana Bank’s non-transactional products and services.
- Live Chat via WhatsApp Call Hana cannot be used for WhatsApp Call, Video Call and Voice Notes.
- To maintain User’s data security, the User is prohibited to provide confidential information such as One Time Password (OTP), User ID, Password, Personal Identification Number (PIN), during a chat session.
- The User is fully responsible for maintaining confidentially and security of the communication equipment used by the User to access Live Chat via WhatsApp Call Hana. The Bank will not provide compensation and/or liability in any form to the User or any party for any losses, claims and demands in connection with the discovery of misuse of the User’s communication equipment by other parties.
- If the User receives a suspicious chat on behalf of the Bank, please report it to Call Hana via telephone 1-500-021 or via email address customervoice@hanabank.co.id or help@linebank.co.id and immediately block the chat. Please note that the Bank will never send a chat that asks the User to provide personal data information or click on certain links provided in the chat.
- If within a period time of 3 (three) minutes or any other time period specified by the Bank there is no response from the User during the chat session, the CCO will close the chat session.
- When in a chat session there is a network interruption of the User causing the chat session with CCO is lost, the chat sessions can be reconnected according to the time limit specified in the Bank system.
- Using Live Chat via WhatsApp Call Hana, the Users shall comply with and approve the Terms and Conditions of Live Chat via WhatsApp Call Hana. The Bank reserves the right to change the Terms and Conditions of Live Chat via WhatsApp Call Hana in the form and by any means in accordance with applicable laws.
- By having a conversation through Live Chat via WhatsApp Call Hana, the User acknowledges that all communications from the User received by the Bank will be recorded and treated as legal evidence if ordered by the authorized institution and if necessary to use both inside and outside the court.
- COMPLAINTS HANDLING (COMPLAINT)
- Complaints about Live Chat via WhatsApp Call Hana services can be delivered by the User to Call Hana via telephone 1-500-021 (24 hours) or via email customervoice@hanabank.co.id or help@linebank.co.id (Monday – Friday, 08:00 – 17:00 WIB).
- Live Chat via WhatsApp Call Hana is not serving customer complaints. The complaint service can be submitted by the User to Call Hana via telephone 1-500-021 (24 hours).