We have noticed that recently some media reported a CCB outlet refused to change money for a customer. CCB headquarters pays high attention to the report and immediately made detailed investigation.

It is said that the customer is a handicapped gleaning and collecting scraps. At about 9:00 a.m. June 1, 2006, the customer carrying a bag of change came to CCB Hunan Changsha Yuandalu sub-branch to make deposit. The customer wanted to open a deposit account, but did not take ID card. According to the Rules on the Real Name System of Individual Deposit Account in the No.285 State Council decree issued on March 20, 2000, when opening personal deposit account at financial institutions individuals should show their valid ID certificate. Therefore, CCB staff was not able to open the account for the customer. Then the customers required changing his money into big notes. Since it was the peak business hour and there was a long queue of customers, the lobby manager suggested the customer go back to count his money before coming again and offered the customer return ticket fee. The customer expressed understanding. Although CCB staff did not refuse to change money for the customer, it is indeed not appropriate to persuade the customer to come again later. Now the headquarters has asked the sub-branch to criticize and educate related staffs and required it to learn lessons and check other service problems and correct if any.

We are grateful for and welcome the supervision of media and the public on our services. CCB treats all customers equally and is committed to providing them with satisfactory services. Following the “customer-centric” business philosophy, CCB will continue improving services, optimizing business process and raising counter service efficiency and customer satisfaction and tries its best to provide customer with best services.