Table of contents
- Block/Unblock using HSBC Mobile App
- Submitting a Credit Card/-i Dispute and/or Credit Card/-i Replacement Form
- Identity theft: a growing crime
- Ways to protect yourself against identity theft
- Fraud prevention
- Pin & Pay transaction
- Push Notification/SMS transaction alert
- Appointed credit card sales agency
- Update the Bank when you change your contact details. This will enable us to contact you in a timely manner if we detect unusual transactions.
- Check all your SMS transaction alerts in a timely manner and login to Internet Banking regularly to check your account balances and statements of account on a regular basis, at least once a week and view your account balances and statements to detect any unauthorised transaction, error or discrepancy and if there are any, report it to the Bank immediately.
- Always log out when you have completed your banking transaction.
- Ensure that you do not disclose your internet banking user ID, password and passcode to any person, via unsolicited emails or on any website other than the official website of the Bank.
- Take reasonable steps to keep your security device secure at all times.
- Report a breach, or a suspected breach of the passcode generated by the security device or the loss of a security device to us as soon as reasonably practicable, once you are aware of the breach, suspected breach or loss.
- Keep up with the latest news on financial scams and fraud trends on the HSBC website at www.hsbc.com.my/ways-to-bank/online-banking/online-security with useful tips to manage your accounts and bank online safely.
Temporarily Block/Unblock your credit card using HSBC Mobile App
- Go to your HSBC Malaysia Mobile Banking App to temporarily block your card.
- Select the card to block > View more > Manage cards > Under "Temporarily block this card" option, slide to block the card. Please note that this is a temporary block and transactions such as your standing instructions, recurring payments such as utility payments, instalment plans, refunds, fees and charges will not be blocked.
- You may visit Credit card block/unblock feature here.
Submitting a Credit Card/-i Dispute and Replacement Form
If you identify a suspicious transaction, report a dispute by completing the Credit/Debit Card/-i Dispute and Credit Card/-i Replacement Form available at: www.hsbc.com.my/help/forms/ or www.hsbcamanah.com.my/help/forms/.
For unauthorised transactions, we aim to reverse the transactions from your card account with a temporary refund within 18 business days.
Once your form has been submitted, your card will be blocked within the next 3 hours and SMS confirmation will be sent to your registered mobile. Your replacement card will be sent to your registered mailing address within 10 days.
Identity theft: a growing crime
Identity theft can be detrimental when someone access essential elements of a person's identifying information in order to commit fraud or theft.
It is therefore important to recognise, prevent and resolve identity theft to protect yourself.
What is identity theft?
Identity theft is when someone steals your personal information such as Identity Card numbers, driver's license numbers, credit card numbers, ATM cards, and other key pieces of individuals' identities and impersonates you in order to open credit accounts, rent apartments, even engage in criminal acts. You don't know when it happens. Then one day you are turned down unexpectedly for a loan, you get a call from a collection agency about an account you never opened, or worse yet, a call from the police about a crime you didn't commit. Suddenly you are a victim of identity theft.
How does identity theft happen?
Identity thieves use a variety of ways to gain access to this personal information including:
- Stealing your mail
- Looking through your garbage
- Stealing your wallet or purse
- Posing as your employer, bank or utility company needing to "update their records"
- Grabbing information off internet sites that are not secure
- Completing a "change of address" form
Once the thief has access to this information, they may open a new credit card account in your name providing a "new" billing address. Given that the credit card bills will not go to your address, chances are, you will not be aware of the new account. When the thief does not pay the bills, the credit card company will report this to your credit file. The thief may also open up bank accounts in your name and write bad cheques, apply for services in your name or request a "replacement" card to be sent to a new address.
Ways to protect yourself against identity theft
Prevention is the first step in battling identity theft. To minimize the risk of someone stealing your identity and the pain of cleaning up the aftermath.
Listed below are some useful guidelines you can adopt:
- Carry only the cards (credit and ID) that you need to have with you; file others in a safe place at home
- Take caution in public. Identity thieves can steal your information while looking over your shoulders or listening to your phone conversation.
- Strengthen the password of your personal devices i.e. mobile phone, computers and tablets.
- Limit how much information you share on your social media platform.
- Monitor your financial statements and pick up your mail every day. Alert your card issuer if you do not receive your statements. Someone could have taken them from your mailbox and could be using your credit card number.
- Shred any document that contains your names, addresses or your financial account information before you discard it
- Check receipts to ensure you received your own and not someone else's
- Do not give personal information or account numbers to anyone until you have confirmed the identity of the person requesting the information and verified that you need to provide them with the information.
What to do if your identity is stolen
Taking quick action can help overcome some of the difficulties cause by identity theft. We suggest you make a report to local authorities immediately to report any identity theft. In addition, if you are a HSBC credit cardholder, call 1-300-88-1388 / 603-8321-5400 to report any lost/stolen HSBC credit cards immediately.
Your credit card is as good as cash. Be careful about how and when you use your credit cards. You need to protect it.
Here are some tips to maximize credit card security and minimize your risk.
When you receive your card
- In the event the sealed package containing your new/renewed/replacement credit card is compromised, please contact our Customer Service immediately at 1300-88-1388 / 603-8321 5400.
- Should you not require your new/renewed/replacement credit card, please ensure you mutilate the magnetic stripe and chip by cutting the card and chip into halves before returning it back to the Bank.
- Remember, your credit card is as good as cash. Please ensure your credit card is with you at all material times.
- Do not let anyone else use your credit card. Your credit card should be used exclusively by you.
When you receive your Personal Identification Number (PIN)
- In the event the sealed package containing your PIN is compromised, please contact our Customer Service immediately at 1300-88-1388 / 603-8321 5400.
- Memorise your Personal Identification Number (PIN) immediately and destroy the PIN advice.
- It is advisable to go to the nearest HSBC Branch to change your PIN and do not use sequential numbers and obvious numbers, such as your telephone number, ID number, date of birth, driving licence, passport or other easily accessible personal information as your PIN.
- Change your PIN regularly for precaution.
- Do not disclose your credit card details or PIN to any other person, including any employee of the Bank.
- Do not write your PIN on the credit card or on anything kept in close proximity with your credit card.
- Do not allow anyone to have access to your PIN.
- Ensure that no one is observing you when you are keying in your PIN on the electronic payment terminal.
- Check to ensure that 2 sales slips are printed for each transaction. The ‘PIN Verification Success’ sales slip will be kept by the merchant and a copy is given to the cardholder.
- Upon receiving sales slips, you must ensure that your name, credit card number and amount transacted are in order/ accurate.
- Ensure your credit card and not someone else’s, is returned to you promptly after a purchase using your credit card.
- Keep the customer copy of your sales slips for future reference.
- On calls received or made on credit card matters, please ensure that you record the particulars of the caller, date and time of call. You may receive a phone call from HSBC after making a credit card purchase and this is done to ensure that the transaction is made/authorised by you.
- Do not disclose your credit card information to unknown persons or third party over the phone.
- Access to secured merchant browser via HSBC’s Secure Pay for extra security and peace of mind when you shop online.
- Check the merchant reference.
- Ensure the amount is accurate upon receiving and entering OTP password.
- Manage your password carefully.
- Do not send credit card details via e-mail.
- Keep transaction records including Uniform Resource Locator (URL).
At the ATM
- Make sure that there are no foreign devices attached to the ATM machine before using the machine
- Make sure that no one is observing you when you are keying in your PIN
- Remember to take your credit card from the ATM machine after use
When you receive your statements
If you lose your credit card
- Thieves take advantage of busy public places. Jackets on chairs and handbags on the floor in restaurants are special targets. Crowded places such as cinemas, shopping malls and in the public transports (LRT, MRT and buses) are also high risk. Even in the privacy of your home or office, a card unattended is at risk of being stolen.
- Report the loss immediately to avoid any unauthorised usage of your credit card, the PIN may have been compromised.
- Report immediately upon receiving short message service (SMS) transaction alert if the transaction was unauthorised
- Check your credit card(s) statement and report any discrepancy without undue delay
- You are not required to pay the unauthorised card transactions pending completion of the Bank’s investigation.
- You shall not be liable for the unauthorised card transaction which require PIN verification, signature verification or via contactless payment unless if it is found that you have:
- acted fraudulently; OR
- delayed in notifying the Bank as soon as reasonably practicable after having discovered the loss/theft of the credit card(s) or of the unauthorised transaction(s) on the credit card(s); OR
- voluntarily disclosed the PIN to another person; OR
- recorded the PIN on the credit card or on anything kept in close proximity with the credit card; OR
- left the credit card or an item containing the card unattended in places visible and accessible to others; OR
- Voluntarily allowed another person to use the credit card.
Important points to note
- If your credit card/PIN has been lost /stolen/ compromised or if your PIN has been disclosed to a third party or there are unauthorised transactions requiring PIN or signature or use of contactless card charged to credit card, please:
- You are advised to logon direct to HSBC website at www.hsbc.com.my and not through any other URL link addresses. Please do not divulge your personal information and credit card details through any other URL link addresses. HSBC website is secured with "PADLOCK" at the top right hand corner.
- We maintain strict security standards and procedures to prevent unauthorised access to information about you. HSBC will never contact you by e-mail or otherwise to ask you to validate personal information such as your user ID, password or account numbers. If you receive such a request, please contact our 24 hours hotline at 1300-88-1388 / 603-8321-5400.
- You are required to update the Bank promptly with your latest home or business address or telephone number
- You are required to use the credit card responsibly, including not using the credit card for unlawful activities.
Pin & Pay Transaction
All credit card payments at point of sale terminals in Malaysia must be authorized with a 6-digit Personal Identification Number (PIN) as signature will no longer be accepted. This is an industry-wide change to improve financial security and prevent credit card fraud.
Push notifications / SMS transaction alerts
You may receive push notifications / SMS alerts for the following transactions made with your credit card and supplementary cards.:
- Card-not-present transactions, which include online transactions and mail order telephone order transactions.
- Cash advance transactions exceeding an amount pre-determined by HSBC.
- Purchase transactions exceeding a certain amount pre-determined by HSBC.
- First time use of your credit card.
- Automated Fuel Dispenser (AFD) transactions with a pre-authorised amount of RM200.
- Contactless transaction below RM250.
- Any transactions exceeding a certain amount or frequency pre-determined by HSBC.
It's important to turn on push notifications or provide us with your current mobile number to make sure you receive these alerts. See our push notifications FAQs for more information. You can also call us or visit your nearest branch.
Push notifications / SMS alerts FAQs
1) Can I change the pre-determined threshold amount set by the bank?
Yes. You can do this by calling us or visiting your nearest branch.
2) Can I turn off push notifications / SMS alerts?
Yes. You can turn off push notifications via the HSBC Malaysia Mobile Banking app. You can also turn off SMS alerts, but this may increase the risk of credit card fraud. You can opt-out of SMS alerts by submitting a request in writing at your nearest branch.
3) Will I get push notifications / SMS alerts for my supplementary cards?
Yes. Push notifications / SMS alerts will be triggered for transactions made on your primary and supplementary card(s). If you turn off push notifications then you'll get SMS alerts instead for these transactions.
4) What currency will be shown on push notifications / SMS alerts about overseas transactions?
You'll get push notifications / SMS alerts showing the original currency of the transaction.
5) Will I be charged for SMS alerts?
No. However, you may incur roaming charges when you receive an SMS overseas.