This happens when a broker tries to open a new account using the “Existing CHN” option, but instead of linking the account to the investor’s existing CHN, the system goes ahead and creates a completely new CHN. As a result, the account isn’t tied to the investor’s original profile.
1. Send an email to our contact center team attaching the screenshot of the newly created account number and CHN.
2. Our team will review the issue and provide a resolution.
3. Once resolved, the broker will be advised on details of the correct account properly linked to the investor’s existing CHN.
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Before initiating the account opening request, double-check that:
- the “Existing CHN” option is selected
- the biodata provided matches the investor’s existing records.
Expected Resolution Timeline:
Within 24hrs after receipt of the complaint email