Investor protection cases 5 to 9

Case 5:

Trading commissions should not be a muddle-headed account.

Lao Wang in Guangzhou has recently encountered troubles. Originally, I opened an account in A securities company. The commission rate has been 0.8 ‰ for many years. In the first two months, Xiao Zou, B securities company next door, found Lao Wang and said that I only charged 0.4 ‰ here. Lao Wang was moved and transferred to B securities company. How do you know the latest check only found that B company's commission has been charged at 0.8 ‰, in addition to a number of transactions also charged a commission of 5 yuan. Lao Wang then called the 12386 hotline to complain.

The hotline transferred Lao Wang's complaint to Company B through the Guangdong Securities and Futures Association. The Guangdong Securities and Futures Association actively urged the company to handle the complaint, and also recommended that the company conduct a comprehensive self-examination on account opening commissions to ensure that the fees are fair and reasonable.

Company B searched Lao Wang's account opening information, relevant retained files, return visit recordings and other information, and did not find any materials that Lao Wang raised objections to the commission charging standard or applied for adjustment of the commission. Xiao Zou, the customer manager, also said that he had not promised Lao Wang a commission of 0.4. Regarding the 5 yuan commission issue, according to the relevant department's "Notice on Adjusting the Standards for Securities Trading Commissions", if the-share transaction commission is less than 5 yuan, it will be charged at 5 yuan. Therefore, the charge is reasonable.

The next day, the staff of Company B took Lao Wang's account opening information and recording, as well as relevant policy documents, and communicated with Lao Wang face to face. Lao Wang said that he had no objection to 5 yuan's commission charge, but if it weren't for the customer manager Xiao Zou's promise to charge a commission of 0.4 ‰, how could he transfer to Company B?

Company B claimed that Lao Wang's words had no proof. Lao Wang was unconvinced, so he called the 12386 hotline again to express his dissatisfaction with Company B and demanded reasonable compensation while refunding the overcharged commission.

Seeing that the two sides were "at war", the hotline immediately contacted the Guangdong Securities and Futures Association, hoping to appoint a professional mediator to mediate.

The mediator first obtained Lao Wang's previous commission fee voucher from Company A, and then reasoned with Company B, saying that although Lao Wang could not provide relevant evidence, his transaction commission had been 0.8 ‰ before he transferred to Company B, which was probably the preferential commission rate. Secondly, brokerages usually have performance appraisal requirements for marketers. Some marketers often solicit customers by verbally promising low commissions for performance. After investors open accounts, the original promise is forgotten.

On the one hand, the mediator raised with Company B the desire to reconsider the issue of refunding part of the commission. On the other hand, the mediator has advantages and disadvantages for Lao Wang Xiao, and suggested that he step back to accept the mediation plan in the current situation of insufficient evidence, so as to achieve the goal of win-win for both parties.

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, optimized the company's account opening process and increased the signing of 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 transactions.

Case 6:

Communication Service-The Winning Magic to Deal with Disputes

With the innovation and development of the capital market, the complexity of the securities business has increased, and misunderstandings and disputes have occurred from time to time because investors do not understand the business process. In many cases, through the effective communication and considerate service of the front-line staff of the main body of the market, the difficulties of investors are really solved, and complaints and disputes are naturally solved.

In November 2014, investor Ms. Liu asked for a quick redemption of the money fund of Guangdong District D Fund Company. She planned to use the redemption money for new shares on the same day, but the redemption failed because the company's advance amount was used up. Seeing that the market was about to close, the new shares were not completed, and immediately called the 12386 hotline to ask the company to compensate for the contingent losses that could not be completed.

Also in Guangdong, the counter of Huadu business department of a securities company was surrounded by investors. Suddenly, the crowd was in a commotion. Mr. Li, the investor, was emotional and shouted, "I want to complain!", Then the 12386 hotline rang. It is understood that the investor needs to handle the bank's three-party depository business. Originally, the business had to be confirmed at the bank branch. However, for the convenience of customers, the business department applied to the bank for a bank card POS machine to assist the investor in completing the contract. However, the communication of the POS machine was interrupted and many attempts failed to complete the contract signing procedures. Seeing the stock market rising like a rainbow, the investor was so anxious that he complained to the hotline in a fit of pique.

12386 hotline through the Guangdong Securities Regulatory Bureau will be the above two claims were transferred to the relevant institutions. The Guangdong Bureau requires relevant agencies to send special personnel to communicate with investors, explain in place, convince people with reason, and at the same time improve services to prevent similar complaints from happening.

Company D communicated with Ms. Liu several times within three hours after receiving the 12386 hotline transfer order, explaining in detail that although the amount of advance money had been used up on that day, it could handle ordinary redemption business for investors. After the market closed on the same day, Company D contacted Ms. Liu again, saying that the company had increased the amount of advance capital and could redeem it quickly if necessary.

Ms. Liu said that three o'clock had passed and redemption was meaningless. In the next few working days, the company communicated with Ms. Liu many times and gave suggestions to solve similar situations. The company's patience and carefulness finally impressed Ms. Liu, and finally, the two sides reached an agreement and the dispute was satisfactorily resolved.

Subsequently, Company D carried out a series of improvement measures, including deciding whether to increase the amount of advance funds according to the new market situation, arranging special personnel to monitor the use of the amount of advance funds in real time, and sending short messages to inform customers to make fund arrangements in advance at special times such as new market situations and holidays, so that investors can feel more considerate service.

On the other side, the distraught Mr. Li was not left out. After receiving the complaint transfer form, the general manager personally explained to Mr. Li the signing process of the third-party depository. Mr. Li saw that the person in charge of the sales department was sincere and his mood eased.

However, at this time, the bank staff replied that the equipment failure could not be repaired for a short time. The business department immediately contacted the personnel of the docking bank branch and asked the bank to give priority to handling relevant business for Mr. Li. at the same time, Mr. Li was sent to the bank by special car and accompanied by the whole process. finally, Mr. Li returned satisfied and called the 12386 hotline to withdraw the lawsuit.

After that, the business department was equipped with three bank card POS machines, and the business processing process was posted in a conspicuous position, and such services were significantly improved.

Different demands, the same satisfactory results. The likes of investors all come from the patient communication and explanation of the market operators and the twice-considerate high-quality service. At the same time, the 12386 hotline always considers the problems from the perspective of investors, all of which make investors feel: fairness is around!

Case 7:

The story of the twists and turns caused by filling in the wrong seat number.

Few investors who open accounts to speculate in stocks pay attention to the seat number information, and there is no need to enter the seat number at all in general transactions. However, the wrong filling of the seat number can lead to the mismatch of stocks and corresponding cash dividends. In 2014, Guangdong District F Fund Company encountered such a case.

The incident originated in 2013. When an equity incentive object of a GEM listed company transferred the incentive stock 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. As a result, the incentive stock and subsequent cash dividends were transferred to Company F's account.

The mismatch involves 100000 shares of the stock and an annual dividend of about $18000 in 2013. Due to the large amount of money involved, the investor was in an urgent mood and repeatedly called the fund company and the securities firm to ask for the return of relevant stocks and cash dividends.

After receiving the investor's request from the 12386, Company F immediately started an investigation and communicated with Zhongdeng Company and relevant securities firms.

Due to the brokerage and registration and settlement issues involved, the fund company alone cannot handle and allocate the relevant stocks and cash dividends. To this end, the various departments of Company F have formulated a solution for this special situation after many inquiries and discussions.

Under the careful guidance of Company F, investors first apply to the relevant securities dealers, and then the securities dealers submit a formal correction application to Zhongdeng Company on their behalf, from which Company F fully cooperates. The investor's 100000 shares were successfully transferred to the securities business department under his name, but the cash dividend of 18000 yuan was still not transferred.

After Company F learned of this, the relevant person in charge contacted the business department of Zhongdeng Company again and conducted many consultations. After obtaining Zhongdeng's commitment to deal with it, he immediately called the investor and continued to follow up on the matter. With the efforts of all parties, the cash dividend was finally transferred, and Company F immediately notified investors to check it.

In recent years, under the requirements of the Insurance Bureau of the China Securities Regulatory Commission, Company F has continuously improved the investor appeal processing mechanism and established a set of appeal processing workflow for different issues.

When dealing with the investor's request, the company strictly abides by relevant laws and regulations, and starts from the interests of investors, provides investors with comprehensive and in-place problem solutions, and continues to follow up the implementation of the problem. The reason why the investors in this case were able to retrieve the relevant stocks and cash dividends with high efficiency and low cost, and successfully defend their rights, is inseparable from the effective claim processing mechanism of F fund company.

"Serving investors" is the purpose of the 12386 hotline, and only when market entities such as fund companies actively cooperate and earnestly implement it can they better solve investors' demands, thereby safeguarding the legitimate rights and interests of investors and ensuring the healthy development of the capital market.

Case 8:

Strengthen proof to convince people

In 2008, Liu signed the "Futures Brokerage Contract" with the Guangzhou Business Department of G Futures Company. Since the account was opened, the accumulated loss is more than 40000 yuan, and the retained handling fee is more than 3,000 yuan. During the trading period of Company G, Liu had poor risk control ability and was forced to close his position by the company many times due to insufficient margin (hereinafter referred to as Qiangping).

In November 2014, Liu complained to the 12386 hotline: Company G, without sending it a margin call (hereinafter referred to as a call) notice, made a strong balance on November 3 and 6 against its two silver 1412 long contracts and claimed a large claim.

Company G immediately organized self-examination after receiving the hotline transfer work order. After verification, the company will send customer bills, notice of insurance recovery, etc. to the margin monitoring center according to the provisions of the futures brokerage contract after daily settlement. At the same time, the salesman of Guangzhou sales department notified Liu mou of insurance recovery and other matters by telephone before the settlement on October 31, November 3 and November 6, and there was a recording as evidence. there was no dereliction of duty reflected by Liu mou.

In Liu's complaint, the company seriously provided evidence to him, proving that the company had timely pursued the insurance and repeatedly informed him of the current risk situation. At that time, Liu made it clear that he would keep the position and would handle it on his own. After many times of communication between the company and Liu, Liu did not raise any objection to the complaint that he had not pursued insurance before.

But at this time Liu put forward a new complaint: his position in the plate to the strong flat line company should immediately strong flat line, but the company did not do so, demanding 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: "Qiangping is the company's right, and customers are obliged to pay attention to their positions at any time and control risks". However, Liu has never been able 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 sides repeatedly communicated on the existing problems, and the mediator also presented the facts and reasoned with Liu. Finally, Liu voluntarily gave up the claim and called the hotline to withdraw the complaint.

After the handling of this case, G company also has several experiences:

One is to actively deal with customer complaints. In the daily handling of customer disputes, the company should promptly investigate customer complaints, draw conclusions, and timely feedback, good communication.

The second is to focus on investor suitability management. In the process of developing customers, the company should pay attention to the performance of the appropriateness assessment and recommend "the right products to the right investors". At the same time, it is necessary to track and evaluate customer transactions, prompt risks in a timely manner, and 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 can not reach an agreement, it is precisely because of the appropriate intervention of the association and the efforts of the mediator to mediate, the two sides finally reached a settlement and quickly resolved the contradiction, which fully illustrates the role of the third party organization.

Case 9:

Rapid response-an important prerequisite for successful dispute resolution

On March 25, 2014, H Futures Company received a complaint from the 12386 hotline to investor Zhou about the non-completion of the entrustment. Zhou claimed that he issued an "IF1403 sell and close" trading order at 09:16:15 on March 17, 2014, entrusted a price of 2154.2, and withdrew the order at 09:16:21 on the same day. Zhou believes that it is H company trading software failure caused its sell order failed to close, due to the contract price fell on the day, resulting in its continued position book loss, claimed compensation.

As soon as the complaint was received, Company H immediately started the complaint handling procedure, and the Compliance Department promptly notified Zhou's business department to contact Zhou to listen to his specific demands in detail. The Compliance Department then designated the corresponding department to investigate the incident.

After investigation and verification, the market of IF1403 on that day from 09:16:15 Zhou issued a closing order to 09:16:21 withdrawal period, the contract market maximum price of 2153.4, did not reach the commission price quoted by Zhou. As a result, Zhou's closing order failed to close and was successfully withdrawn by himself.

After finding out the facts, Company H issued a handling opinion on the same day, and fed back the complaint handling results to Zhou by phone, which was approved by Zhou.

H company complaint handling work does not stop here. The company believes that handling complaints is not only to solve the complaint problem itself, but also to take the complaint incident as the starting point, further investor education and training according to the situation and needs of investors, and provide good investor services.

After the complaint was completed, Company H also arranged for Zhou's business department to send technicians to carry the time-sharing K-line chart of the IF1403 contract on March 17 and the detailed list of the flow of orders entrusted by Zhou on the next day, and made a special trip to Zhou to explain in detail again, and to train him in the use of software to answer customer questions face to face.

Under the new situation, Company H actively implements the relevant complaint handling requirements of the Insurance Bureau of the CSRC and takes the initiative to assume the primary responsibility for handling investor complaints. "Handle on the same day, reply on the same day" is the time limit requirement for H company to handle customer complaints. Whether it is the 12386 hotline and other regulatory channels, or the company's own customer complaints received, H company adhere to this approach.

From the actual effect, H company's rapid response to complaints can not only stabilize investor sentiment, but also allow investors to obtain a good service experience.

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