Credit Card Dispute Enquiry

12. What should I do if a transaction was made without One-Time Password (OTP) authentication?

This type of transaction typically occurs when someone uses your card details without authorisation to make online, telephone, or mail order purchases, which do not require OTP authentication.

If this happens:

Immediately contact our Consumer Contact Centre to report the transaction and request that your credit card account be blocked to prevent further misuse.

You may be asked to complete a Transaction Dispute Form and provide relevant supporting documents.

The bank will initiate a chargeback process with the merchant for the disputed transaction(s).

In most cases, the bank will provide a temporary credit or refund the disputed amount to ensure your available credit balance is not affected.

Once the investigation and chargeback process is fully completed, the bank will notify you of the final outcome.