For Customers
The employees of our group, both domestically and in other Asian countries, are committed to developing products and providing services from the customer's perspective, continuously supporting our customers' daily lives.
Improving Customer Convenience
Utilizing Customer Feedback
We sincerely value the opinions and requests we receive from our customers and strive to improve our operations and further enhance our services. We collect and categorize customer feedback received through our branches, call centers, and website, and discuss and consider it internally to provide services that better satisfy our customers.
Efforts to Prevent Financial Crime
Our group implements various security measures to ensure that our customers can use our services with peace of mind.
We implement measures to prevent third parties from illegally obtaining information about customer transactions with countermeasures against fraudulent emails that impersonate our group and attempt to illegally obtain important information such as PIN numbers, and measures to prevent unauthorized access by people attempting to impersonate customers. Furthermore, we have functions in place to minimize damage in the event of fraudulent use, striving to ensure that our customers can make transactions safely and securely.
Click here for various security initiatives.(Japanese Only)
Providing Services that All Customers Can Use with Peace of Mind
Our group is committed to improving services that are of high public importance and convenience, including the following services, so that all customers can use our services with peace of mind.
Credit Cards
- ・Senior-Friendly Proxy Service
This service allows primary cardholders aged 65 and over who hold an AEON-branded credit card to have a family member act as their proxy if they feel unsure about the procedures. By registering a person within two degrees of kinship as a proxy in advance, the proxy can handle procedures on behalf of the primary cardholder within the scope of their authority.
Click here for service details. (Japanese Only) - ・Family Card Issuance Including for Same-Sex Partners
Primary cardholders holding an AEON-branded credit card can issue credit cards for their spouse (including same-sex partners), parents, and children that are 18 and over who share a household.
Up to three family cards can be issued, and they offer almost the same services as the primary cardholder's credit card, free of annual fees and issuance fees.
Click here for service details. (Japanese Only)
Call Center
- ・Services for Customers with Impaired Hearing
AEON Card and AEON Bank call centers have introduced "Telephone Relay Service" and "Sign Language Link." We can handle inquiries and various procedures via video call using sign language (*1).
Our interpreter operators provide real-time voice interpretation of what you ask in sign language (*1) to our call center staff, who then relay the response back to you in sign language (*1), ensuring smooth, two-way communication.
(*1) The telephone relay service also allows inquiries via text chat.
Click here for service details. (Japanese Only)
AEON Card Call Center
AEON Bank Call Center - ・Acquired HDI 3-Star Certification
At the AEON Card Call Center, we strive to improve the quality of our inquiry support so that our customers can use our services with peace of mind.
This initiative has been recognized, and we have received the highest rating of three stars for five consecutive years, from 2022 to 2026, in the "Inquiry Desk Rating" by HDI-Japan, an international support service evaluation organization. We will continue to provide customer-focused support.
AEON Bank Branches
- ・Introduction of a Conversation Support App for Hearing Impaired Customers
Previously, AEON Bank branches relied on communication boards and written communication to understand the needs of customers with hearing impairments. In March 2024, to further improve the quality of communication with customers, we introduced "SpeechCanvas for Biz," a conversation support app for hearing-impaired customers provided by FEAT Co., Ltd
The app features voice recognition that sequentially recognizes and transcribes conversations between hearing-impaired and hearing individuals, a "furigana" (phonetic reading) function for customers with difficulty reading kanji, and a custom registration function for proper nouns.
Furthermore, in terms of security, user data, including personal information such as spoken audio, is immediately discarded after voice recognition processing, ensuring safe use. - ・Placement of Dementia Supporters in All Branches
In an aging society, to ensure customers can visit our branches safely and with peace of mind, AEON Bank has placed "Dementia Supporters" in all branches to provide accurate knowledge and deepen understanding of dementia. Through the continuous training of Dementia Supporters, we are promoting initiatives to create a safe living environment in cooperation with local communities and to protect against special fraud.
AEON Bank Products and Procedures
- ・Procedures Designating Family Members, Including Same-Sex Partners, etc. as Representatives
By designating a presumptive heir within the second degree of kinship as a representative, even if the principal is unable to perform the procedures themselves, the representative can conduct transactions on their behalf without using the adult guardianship system. Transactions include ordinary savings accounts, various notifications (attribute changes, issuance of various certificates, card reissuance), and cancellation of financial products. - ・Housing Loan Applications
AEON Bank's housing loans can be applied for jointly with a spouse (including same-sex partners and common-law partners), parents, or children, through joint loans or income pooling.
Furthermore, if the land and building subject to the loan are jointly owned with a spouse (including same-sex partners and common-law partners), parents, or children, they can apply as collateral providers.
AEON Bank ATM
Our group positions AEON Bank ATMs as an important touchpoint with our customers.
In April 2024, in order to further enhance customer experience, we introduced a “next-generation ATM" equipped with new hardware. To ensure usability for all customers, we adopted a two-screen system with a main display for customer operation and a sub-display for promotional information, taking into consideration visibility and operating area. The ATM is also designed at a height that allows operation even while seated in a wheelchair.
Furthermore, as a security measure, each display is equipped with a privacy filter. For customers with visual impairments, we have included a "handset function" that allows them to conduct transactions using push buttons via handset while receiving voice guidance.