Enquiries and Requests

You are advised to lodge a complaint with the bank's Complaints Unit. If you are still not satisfied with the response, you could refer your case to the Ombudsman for Financial Services.

The investigation process varies and the time taken depends on the complexity of the case. However, the bank should update the customer within 14 days from the day the complaint is received.

You are advised to take the following preventive steps, as follows:

• Do not share your PIN or password with anyone
• Change your password regularly
• Do not provide your banking details to a third party
• Do not let anyone use your credit/debit card
• Do not click on suspicious links
• Do not install apps from unknown sources
• Keep your card in the same place so that you will immediately notice if it is lost or stolen
• Do not record credit/debit card PIN on the card, or on anything kept close together with the credit/debit card
• Contact your card issuer immediately in the event of a lost credit/debit card

If you notice an unauthorised transaction/withdrawal from your banking account:

1. Immediately call your bank’s 24/7 hotline or the National Scam Response Centre (NSRC) 997 hotline.
2. Lodge a police report at the nearest police station as soon as possible.

Even if the incident took place more than 24 hours ago, you should still report the incident to your bank. You may also refer to the frequently asked questions (FAQs) prepared by the NSRC.

An unauthorised transaction/withdrawal refers to a withdrawal or transfer of funds from a consumer's banking account, without proper authorisation or consent from the consumer.