Debit card/-i FAQ

Debit card/-i transaction alerts
Merchant Surcharge Feedback Form

Debit card/-i transaction alerts

When will I receive debit card/-i transaction alerts?

By default, you will receive push notifications, email or SMS transaction alerts when the following transactions have been made with your debit card/-i:

First-time cash withdrawal at an HSBC/HSBC Amanah ATM
All purchases, including Card-Present (CP), Card-Not-Present (CNP) secure and non-3D secured online transactions
Cash withdrawals at overseas ATMs

Why am I receiving debit card/-i transaction alerts?

Under Bank Negara Malaysia regulations, all financial institutions are required to send transaction alerts to cardholders when the transactions described above occur. This is to protect you against fraud.

Therefore, please enable push notifications on your mobile device and in the HSBC Malaysia app, and make sure we have your current email address and mobile number so you don’t miss any transaction alerts. See our push notification FAQ for more information. You can also update your personal details by visiting your nearest branch or calling our Contact Centre.

Can I set the minimum transaction amount at which I'll receive a transaction alert?

Yes, you can change it so that you only receive transaction alerts for transactions above a certain amount.

To change the transaction limit, you can contact our call centre at the following numbers:

HSBC / HSBC Amanah Premier customers
1300 88 9393 (from Malaysia)
+603 8321 5208 (from overseas)
Other HSBC customers
1300 88 1388 (from Malaysia)
+603 8321 5400 (from overseas)
Other HSBC Amanah customers
1300 80 2626 (from Malaysia)
+603 8321 5200 (from overseas)

Alternatively, you can visit us at any HSBC/ HSBC Amanah branch in Malaysia. Find your nearest one using our branch finder.

I've adjusted my transaction alert threshold limit. How soon will it take effect?

The change in limit will take effect immediately.

If I make an overseas transaction, will the transaction alert show me the amount in local currency or in the foreign currency?

You'll get an alert with the foreign currency you used in your transaction.

Will I be charged for the transaction alerts?

No. However, you might incur roaming charges if you receive push notifications, email or SMS transaction alerts overseas.

What kind of transaction alerts will I receive?

You may receive push notifications, email or SMS transaction alerts based on the scenarios below:

If you've enabled push notifications on your mobile device and in the HSBC Malaysia app and you have a valid email with us, you'll receive transaction alerts by push notifications and email
If you don't enable push notifications on your mobile device and in the HSBC Malaysia app and you have a valid email with us, you will receive transaction alerts by email
If you don't enable push notifications on your mobile device and in the HSBC Malaysia app and you don't have a valid email address with us, you will receive transaction alerts by SMS

Will I receive SMS transaction alerts on a registered overseas mobile number?

Yes, you'll receive SMS transaction alerts for all purchases and ATM cash withdrawals made overseas on your registered overseas mobile number if you don't enable push notifications on your mobile device and in the HSBC Malaysia app and you don't have a valid email.

I have more than one debit card/-i. Can I have different transaction threshold limits for each debit card/-i?

Yes, you can. By default, you will receive transaction alerts for all purchases and overseas ATM cash withdrawals regardless of the amount. The transaction threshold limit you set will apply to push notifications, email and SMS transaction alerts you receive for a debit card/-i.

As an example, if you hold multiple debit cards, you could set the following:

For debit card/-i A, you can set the transaction threshold limit to RM100. We'll send you push notifications, email and SMS transaction alerts for purchases and overseas ATM cash withdrawals above RM100
For debit card/-i B, you can set the transaction threshold limit to RM500. We'll send you push notifications, email and SMS transaction alerts for purchases and overseas ATM cash withdrawals above RM500

I've replaced/ renewed my debit card/-i. Will I still receive transaction alerts?

Yes, you'll still receive them as long as you've enabled push notifications on your mobile device and in the HSBC Malaysia app, and the mobile number and email address you registered in our records are up to date.

What are the details I can see in my transaction alerts?

You'll see the transaction amount, merchant name, date, time and the last 4 digits of the debit card/-i used. Transactions made in a foreign currency will be shown in that particular currency.

Why is the amount stated in the transaction alert different from the actual recorded transaction?

That's because there's a pre-authorised amount for certain transactions, such as petrol, parking, hotel, hospital charges, as determined by the merchant. Any unused funds will be credited back to your account and indicated on your statement.

I received an alert for a transaction that I didn't make. What should I do?

Please call us immediately for assistance on the phone number that's on the back of your debit card/-i.

Can I opt out of receiving debit card/-i transaction alerts?

No, debit card/-i transaction alerts are classified as essential alerts, so you can’t opt out of receiving them.

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Merchant Surcharge Feedback Form

What is the purpose of merchant surcharge feedback form?

There are some merchants who are imposing extra charges on goods or services if you pay with card. Such situation would deter consumers from using card payments.

Lodging a feedback form will facilitate the merchant acquirers to take the necessary action to ensure that the merchants cease imposing surcharges or minimum purchase amount on payment card transactions, or to offer another electronic payment mode without surcharges or minimum purchase amount.

What would be the next step after raising the merchant surcharge feedback form?

The submitted form will be shared to merchant acquirers for feedback purpose only. This does not guarantee you will receive a refund of any surcharge paid to the merchant.

Cardholders who do not wish to pay the surcharge or abide by the minimum purchase amount imposed by a merchant are advised to purchase goods and services from another merchant that does not impose a surcharge or minimum purchase amount.

For avoidance of doubt, your personal data will not be shared with any third party.

Where can I locate this merchant surcharge feedback form?

You may fill up the form here. Alternatively, you may also report errant merchants to BNM by visiting https://telelink.bnm.gov.my/ to access the online form.

For further information and enquiries, please contact BNM Telelink Contact Centre at 1300-88-5465 or email to bnmtelelink@bnm.gov.my