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Notice on Change of operating hours for Shinsei PowerCall (Call center)

Thank you for using Shinsei Bank.

As a measure to prevent the spread of the novel coronavirus, our call center (Shinsei PowerCall) has provided its regular service at reduced operating hours from 8:00-17:00 on weekdays since April 2020. To meet the growing needs for inquiries by text, we have expanded inquiry channels such as "Web Form Consultation","Procedure Request Form" and "Chat Service" . In addition, we have implemented various measures to ensure safety of our operators at the call center and other employees.
Accordingly, we are now prepared to support customers on a regular basis, enhancing the convenience for our customers. From July 2021, we will change the operating hours for operator assistance as mentioned on the list below, excluding some services.
We will continuously strive to provide customers with the best possible services with consideration to our employees' safety.

yDate of Change for Operation Hoursz Effective as of July 1st, 2021
yServices to be affected/Operation hoursz Please check the details from the list below.

Text Services Present Operation hours after change Remarks
Chat Service Weekdays 9:00`17:00 Weekdays 8:30`17:30 Click here for chat service
Web Form Consultation 24hrs/365days iNo Changej Click here for Web Form Consultation
Procedure Request Form 24hrs/365days iNo Changej Click here for Procedure Request Form
Reservations for asset management consulting services Present Operation hours after change Remarks
Asset management consulting service via video telephone(Japanese only) 24hrs/365days iNo Changej Click here for Reservations for Asset management consulting service via video telephone(Japanese only)
Asset management consulting service via telephone(Japanese only) 24hrs/365days iNo Changej Click here for Reservations for Asset management consulting service via telephone(Japanese only)
Asset management consulting service at branches(Japanese only) 24hrs/365days iNo Changej Click here for Reservations for Asset management consulting service at branches(Japanese only)
Telephone Services Operator Assistance Remarks
Present Operation hours after change
Products and Services
Toll-freeF0120-456-007
Toll-freeF0120-456-022
Report on cash card loss or financial fraud 24hrs/365days iNo Changej
Change of PIN code, address, withdrawal limits etc.
Change of PIN code - - Available 24hrs/365days on the automated voice system
Change of name, address, withdrawal limits etc. Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Yen Savings Account
Yen savings account, 2 Weeks Maturity Deposits(JPY), Yen time deposits, Yen structured deposits(Japanese only), Power Yokin etc. Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30 Balance inquiry available 24hrs/365days on automated voice system (Yen savings account, Yen time deposits, Power Yokin, 2 week maturity deposit (JPY))
Foreign currency account inquiry, exchange rate inquiry
Foreign currency buying and selling, Foreign currency savings account, Foreign currency time deposits(Japanese only) Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30 Foreign currency exchange rates, buying and selling foreign currency, foreign currency balance inquiry available 24hrs/365days on the automated voice system
Wire transfer (Domestic, International)
Domestic wire transfer Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Inquiry for domestic / international wire transfer Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Investment trusts(Japanese only), Home mortgage, Other financial products(Japanese only)
Investment trusts (Japanese only) Weekdays 8:00`17:00 Weekdays 8:30`17:30
Home mortgage Weekdays 9:00`17:00 (No Change) Excluding bank holidays during year-end/new yearfs (12/31-1/3)
Loans (Japanese only)
@Smart Card Loan Plus
AShinsei Card Loan L
@Weekdays 9:00`18:00
AWeekdays 9:00`18:00
iNo Changej
Other Inquiries
Internet banking, campaigns(Japanese only), transferring calls to branches Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Internet banking, Operator assistance regarding Internet banking
Toll-freeF0120-456-858
Reset Internet banking password Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30 Operator assistance available 24 hrs/365 days for deregistration of "Credential" ID on Internet banking (smartphone authentication service) and domestic transfer limit change to 2 million yen or more
Change of PIN code, address, withdrawal limits etc. Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Domestic wire transfer Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Yen Savings Account Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Foreign currency account inquiry, Structured deposits(Japanese only) Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Investment trusts(Japanese only), Other financial products(Japanese only), Home mortgage Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Other Inquiries Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Telephone Services Operator Assistance Remarks
Present Operation hours after change
Platinum customer Line (Japanese only)
0120-555-007
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Monthly statement inquiry
0120-956-518
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
NISA application form, materials request, etc. (Japanese only)
0120-450-213
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Foreign currency cash delivery service (order)
0120-456-174
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Online brokerage account inquiry (Japanese only)
Toll-free:0120-456-025
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Long-Term Credit Bank account inquiry
Toll-free:0120-456-385
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Campaign inquiry (Japanese only)
Toll-free:0120-544-515
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Satellite Lounge reservation change, cancellation (Japanese only)
Toll-free:0120-456-338
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Withdrawal of consent regarding insurance (Japanese only)
Toll-free:0120-885-432
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Fire insurance
Toll-free:0120-456-690
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
Products and Services
Toll-free:0120-456-860
Weekdays 8:00`17:00 Weekdays, Saturdays 8:30`17:30
PIN Change
Toll-free:0120-456-272
24hrs/365days iNo Changej Available 24hrs/365days on the automated voice system
Foreign currency buying and selling
Toll-free:0120-456-507
24hrs/365days iNo Changej Available 24hrs/365days on the automated voice system
Home mortgage
Toll-free:0120-456-515
Weekdays 9:00`17:00 iNo Changej Excluding bank holidays during year-end/new yearfs (12/31-1/3)
Loans (Japanese only)
@Smart Card Loan Plus
Toll-free:0120-456-030

AShinsei Card Loan L
Toll-free:0120-09-09-24
@Weekdays 9:00`18:00
AWeekdays 9:00`18:00
iNo Changej @"Request for Card suspension", "Inquiry regarding contents of a contract" and "Limit change" available 24 hrs/365 days on the automated voice system
AAvailable 24hrs/365days on the automated voice system
GoRemit Shinsei Overseas Remittance Service
Toll-free:0120-227-503
Weekdays 9:00`17:00 iNo Changej

April, 2021
SHINSEI BANK

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