Forum: OCBC progressively migrating more banking services to digital channels

We thank Mr Edwin Goh for highlighting his experience in his letter “Be consistent in using digitalisation for customers’ convenience” (April 29). We have since contacted him directly to address his views and appreciate his feedback on our digital services.

Over the years, OCBC Bank has made sustained efforts to digitalise and simplify customers’ banking experiences. Our concerted focus on digitalisation runs in tandem with ensuring strong safeguards against fraud and misuse. At present, customers can update their residential and mailing addresses through our OCBC branches or by mailing in a physical form – both services not yet available on the OCBC app. Only mailing addresses can be updated via a desktop or web browser.

We recognise that this current experience falls short of our customers’ expectations for a consistent and seamless digital banking experience, and we are committed to meeting these expectations as we progressively migrate more banking services to our digital channels.

We are therefore actively reviewing and enhancing our processes so that both mailing and residential address changes can be completed digitally using strengthened authentication and verification measures. This service will roll out on our digital channels – across OCBC Internet Banking and our OCBC app – by the end of 2026.

We thank Mr Goh for his patience and constructive feedback. This helps us continually improve our digital banking services to better meet evolving customer expectations.

Ng Lee Peng
Head of Digital Business Singapore
OCBC