Transaction commission should not be a silly account
Pharaoh in Guangzhou has recently encountered an upset. I originally opened an account with Securities Company A. The commission rate has been 0.8‰ for many years. In the first two months, Xiao Zou from Securities Company B found Lao Wang and said that I only charge 0.4‰. Lao Wang moved the account when he was moved. Went to B securities company. I didn’t know that the recent investigation revealed that Company B’s commission has been charged at 0.8‰, and a commission of 5 yuan was also charged for multiple transactions. Pharaoh called the 12386 hotline to complain.
The hotline passed the Guangdong Securities and Futures Association to transfer Lao Wang’s complaint to Company B for processing. The Guangdong Securities and Futures Association actively supervised the company to handle the complaint. At the same time, it also recommended that the company conduct a comprehensive self-examination on account opening commissions to ensure that the charges are fair and reasonable.
Company B checked Lao Wang’s account opening information and relevant retained files, return visit recordings and other materials, and found no material that Lao Wang raised objections to the commission charging standards or applied for commission adjustment. The account manager Xiao Zou also said that he had never promised Lao Wang a 0.4‰ commission. Regarding the 5 yuan commission issue, according to the relevant department's "Notice on Adjusting the Securities Trading Commission Collection Standard", if the commission for each A-share transaction is less than 5 yuan, it will be charged at 5 yuan. Therefore, the fee is compliant and reasonable.
On the second day, the staff of Company B took Lao Wang's account opening information and recordings, and related policy documents, and communicated to Lao Wang in person. Lao Wang said that he has no objection to the commission fee of 5 yuan, but if the account manager Xiao Zou promised to charge 0.4‰ commission, how could he transfer to company B?
Company B said that Mr. Wang said nothing. Pharaoh was not convinced, so he once again called the 12386 hotline to express his dissatisfaction with Company B, requesting a refund of the overcharged commission and reasonable compensation.
Seeing that the two parties were "attentive", the hotline immediately contacted the Guangdong Securities and Futures Association, hoping to assign a professional mediator to mediate.
The mediator first obtains Pharaoh’s previous commission fee voucher from Company A, and then argues with Company B, stating that although Pharaoh cannot provide relevant evidence, the transaction commission has always been 0.8‰ before transferring to Company B, prompting him to transfer accounts. The reason is probably the preferential commission rate. Secondly, brokerages usually have performance appraisal requirements for marketers. For the sake of performance, some marketers often use verbal promises of low commissions to solicit customers. After investors open an account, their original promises are forgotten.
On the one hand, the mediator proposed to Company B, hoping to reconsider the issue of refunding part of the commission. On the other hand, the mediator treated Lao Wang Xiao with pros and cons, and suggested that he retreat and accept the mediation plan under the current situation of insufficient evidence to achieve the goal of mutual benefit.
Under the well-founded mediation of the hotline and the Guangdong Securities and Futures Association, Company B refunded part of the commission to Lao Wang, and at the same time optimized the company's account opening process and increased the link to sign the commission standard confirmation documents. The smooth resolution of the problem made Lao Wang feel the enthusiasm of the 12386 hotline. He finally signed the mediation agreement and continued to stay in Company B for trading.
Communication + service-the magic weapon to handle disputes
With the innovation and development of the capital market, the complexity of the securities business has increased. Misunderstandings and disputes caused by investors' ignorance of the business process have occurred from time to time. In many cases, through effective communication and considerate service from the front-line staff of market operators, the difficulties of investors are actually resolved, and complaints and disputes are naturally resolved.
In November 2014, investor Ms. Liu asked for a quick redemption of the currency fund of the D fund company in the Guangdong jurisdiction. She planned to use the redemption money for new shares on the same day, but the redemption failed because the company's advancement quota was used up. Seeing that the market was about to close, the new shares failed to be sold, and the 12386 hotline was immediately called to request the company to compensate for the contingent losses caused by the new shares.
Also in Guangdong, the Huadu sales department counter of a securities company was crowded with investors. Suddenly, the crowd commotion. Investor Mr. Li was emotional and screamed: "I want to complain!" Then the 12386 hotline rang. It is understood that the investor needs to handle the bank's tripartite depository business. Originally, the business needs to be confirmed at the bank branch. However, for the convenience of customers, the business department applied for a bank-securities POS machine to assist investors in completing the contract. Unexpectedly, it coincided with a POS machine. The communication was interrupted and the signing procedure could not be completed after repeated attempts. Seeing the stock market's upward trend, the investor was anxious and complained to the hotline.
The 12386 hotline passed the Guangdong Securities Regulatory Bureau to the above two complaints to the relevant agencies. The Guangdong Bureau requires relevant agencies to send special personnel to communicate with investors, explain in place, convince people with reasoning, and at the same time improve services to prevent the occurrence of similar complaints.
After receiving the 12386 hotline to transfer the order, Company D communicated with Ms. Liu several times within three hours, explaining in detail that although the amount of advancement has been used up that day, it can handle ordinary redemption services for investors. After the market closed on the same day, Company D contacted Ms. Liu again, stating that the company had increased the amount of advancement and could re-apply for quick redemption if necessary.
Ms. Liu said that three o'clock had passed and the redemption was meaningless. In the next few working days, the company communicated with Ms. Liu many times and gave suggestions for resolving similar situations. The company's patience and care finally impressed Ms. Liu. In the end, the two parties reached an agreement and the dispute was successfully resolved.
Subsequently, Company D carried out a series of improvement measures, including deciding whether to increase the amount of advancement based on the new situation in the market, arranging special personnel to monitor the use of advancement quota in real time, and sending text messages to notify the customer to make funding arrangements in advance for special times such as new openings and holidays. , Let investors feel more considerate service.
On the other side, Mr. Li, who was anxious, was not left out. After the Huadu Sales Department received the complaint and transferred the order, the general manager personally explained to Mr. Li the third-party depository signing process. Mr. Li saw that the person in charge of the sales department was sincere and his emotions eased.
Reluctantly at this time, the bank staff responded that the equipment failure could not be repaired for a short time. The business department immediately contacted the staff of the docking bank branch and asked the bank to give priority to Mr. Li to handle relevant business. At the same time, he took Mr. Li to the bank in a special car and accompanied him throughout the process. Finally, Mr. Li returned with satisfaction and called the 12386 hotline to withdraw the lawsuit.
After that, the business department was equipped with three bank-securities POS machines, and at the same time posted business processing procedures in a conspicuous position. Such services have improved significantly.
Different demands, the same satisfactory results. The praises of investors all come from the patient communication and explanation of the market operators and the more considerate and high-quality services. At the same time, the 12386 hotline is always for the sake of investors and always considers issues from the perspective of investors, so that investors can feel: Fair, just around!
The twists and turns of the wrong seat number
Few investors who have opened an account for stock trading have noticed the seat number information, and there is no need to enter the seat number at all in ordinary transactions, but filling in the seat number incorrectly can cause a mismatch between stocks and corresponding cash dividends. In 2014, F Fund Company in the Guangdong jurisdiction encountered such an example.
The incident originated in 2013. When an equity incentive object of a GEM listed company handled the transfer of incentive stocks to the securities account, he did not correctly fill in the seat number of the brokerage business department where he was located, but filled in the seat number of company F by mistake. , Resulting in the incentive stock and subsequent cash dividends are all transferred to the F company account.
The mismatch involved 100,000 shares of stock and the 2013 annual dividend of about 18,000 yuan. Due to the large amount of money involved, the investor was in a hurry and repeatedly telephoned the fund company and the brokerage firm where he was located, requesting that the relevant stocks and cash dividends be returned.
After receiving the investor's request from 12386, Company F immediately began an investigation and communicated with Zhongdeng Company and related brokers.
Due to the issues of brokerage and registration and settlement, the fund company alone cannot handle and allocate relevant stocks and cash dividends. To this end, various departments of Company F formulated a solution for this special situation after many inquiries and discussions.
Under the careful guidance of Company F, the investor first applied to the relevant brokerage firm, and then the brokerage firm submitted a formal correction application to Zhongdeng Company on their behalf, and Company F fully cooperated. The investor's 100,000 shares were successfully transferred to the securities business department under his name, but the 18,000 yuan cash dividend was still not transferred.
After F Company was informed, the relevant person in charge again contacted the business department of Zhongdeng Company and conducted several consultations. After obtaining the promise of Zhongdeng to deal with it, immediately telephoned the investor and continued to follow up the matter. With the efforts of all parties, the final transfer of cash dividends was completed, and Company F immediately notified investors to check and receive.
In recent years, at the request of the Investment and Insurance Bureau of the China Securities Regulatory Commission, Company F has continuously improved its investor appeal processing mechanism and established a set of appeal processing workflows for different issues.
The company strictly abides by relevant laws and regulations when dealing with the investor's appeal, and based on the interests of investors, provides investors with comprehensive and in-place problem solutions, and continues to follow up on the implementation of problems. The reason why the investor in this case was able to retrieve related stocks and cash dividends efficiently and at low cost, and successfully defended their rights, is inseparable from the effective appeal processing mechanism of F Fund Company.
"Serving investors" is the purpose of the 12386 hotline. Only when fund companies and other market entities actively cooperate and implement them carefully can they better address investors' demands, thereby safeguarding investors' legitimate rights and interests and ensuring the healthy development of the capital market.
Strengthen evidence and convince others with reason
In 2008, Liu signed the "Futures Brokerage Contract" with the Guangzhou Sales Department of G Futures Company. Since opening the account, he has accumulated losses of more than 40,000 yuan and retained handling fees of more than 3,000 yuan. During the transaction of Company G, Liu had poor risk control ability and was forced to liquidate the position by the company many times (hereinafter referred to as liquidation) due to insufficient margin.
In November 2014, Liu complained to the 12386 hotline: Company G did not send him a margin call (hereinafter referred to as the call for security) notice, and on November 3 and 6 he held 2 lots of silver 1412 long contracts A liquidation was conducted and large claims were claimed.
After receiving the hotline and transferring the work order, Company G immediately organized a self-examination. After verification, the company will send customer bills and notices to the margin monitoring center in accordance with the "Futures Brokerage Contract" after daily settlement; at the same time, the Guangzhou Sales Department salesperson will be on October 31, November 3, Before the liquidation on November 6th, Liu was notified by phone to pursue insurance and other matters, and there was a recording as evidence, there was no non-performance negligence reported by Liu.
In Liu's complaint, the company seriously presented evidence to him, proving that the company had pursued insurance in a timely manner, and repeatedly informed him of his current risk status. At that time, Liu made it clear that he would keep the position and would deal with it by himself. After several communications between the company and Liu, Liu no longer raised any objections to the complaint that had not been pursued before.
But at this time Liu put forward a new complaint: his position reached the liquidation line, the company should immediately liquidate, but the company did not do so and demanded compensation for the corresponding losses.
According to the agreement in Section 7 of the "Futures Brokerage Contract" signed by both parties, the company once again explained to Liu: "Liquidation is the company's right, and customers are obliged to pay attention to their positions at any time and control risks." Reluctantly, Liu always failed to accept the company's explanation, so he applied to the Guangdong Securities and Futures Association for mediation. Under the auspices of the mediator, the two parties repeatedly communicated about the existing problems. The mediator also told Liu the facts and made sense. Finally, Liu voluntarily gave up the claim and called the hotline to withdraw the complaint.
After handling this case, G company also has several experiences:
One is to actively handle customer complaints. In the daily handling of customer disputes, the company must promptly investigate customer complaints, draw conclusions, and provide timely feedback and communication.
The second is to focus on investor suitability management. In the process of the company's customer development, it is necessary to pay attention to the performance of the suitability assessment work and "recommend suitable products to suitable investors." At the same time, it is necessary to track and evaluate customer transactions and prompt risks. It is not appropriate to recommend high-risk products and businesses to customers with poor risk control tolerance.
The third is to actively seek help from third-party neutral institutions such as associations and judicial organs when the two parties cannot reach a settlement. In this case, under the premise that the company and the customer could not reach an agreement, it was due to the appropriate intervention of the association and the mediator’s efforts to mediate that the two parties finally reached a settlement and quickly resolved the conflict, which fully demonstrated the role of the third party agency .
Quick response-an important prerequisite for successful dispute resolution
On March 25, 2014, H Futures received a complaint from investor Zhou from the 12386 hotline regarding the unfulfilled entrustment. Zhou claimed that he issued the "IF1403 sell and close position" transaction order at 09:16:15 on March 17, 2014 at a commission price of 2154.2, and withdrew the order at 09:16:21 on the same day. Zhou believes that it was a malfunction of the H company's trading software that caused its sell order to fail to be executed. As the price of the contract fell on that day, it caused the book loss of its continued position and demanded compensation.
Upon receiving the complaint, Company H immediately started the complaint handling procedure, and the compliance department promptly notified Zhou's sales department to contact Zhou to listen to his specific demands. Immediately, the Compliance Department designated a corresponding department to investigate the incident.
After investigation and verification, the market quotation of IF1403 that day was from 09:16:15 to the cancellation of the order at 09:16:21, the highest market price of the contract was 2153.4, which did not reach the order price quoted by Zhou. Therefore, Zhou's order to close the position failed to be executed, and the order was successfully cancelled by himself.
After ascertaining the facts, Company H issued a handling opinion on the same day and feedback the complaint handling result to Zhou via telephone, which obtained Zhou's approval.
The handling of complaints by Company H does not stop there. The company believes that handling complaints is not just about resolving complaints, but should take the complaints as the starting point, and conduct further investor education and training based on the situation and needs of investors, and provide better investor services.
After the complaint was over, H company also arranged for Zhou to send a technician to the business department to carry the IF1403 contract on March 17th time-sharing K-line chart and Zhou's commissioned order on the second day to make a special trip to Zhou again. Explain in detail and give them training on the use of software to answer customer questions face-to-face.
Under the new situation, Company H actively fulfilled the relevant complaint handling requirements of the Investment and Insurance Bureau of the Empirical Supervisory Commission, and actively assumed the primary responsibility for investor complaints handling. "Processing on the same day, replying on the same day" is the time limit for H Company to handle customer complaints. Whether it is the 12386 hotline and other regulatory channels, or the company's own customer complaints, H company adheres to this approach.
In terms of actual results, H Company’s rapid response to complaints can stabilize investor sentiment and provide investors with a good service experience.