HSBC Malaysia says it is experiencing a spike in customer calls after ‘payment gateway incident’

KUALA LUMPUR (Aug 17): HSBC Malaysia stated on Wednesday (Aug 17) that the financial institution is at present receiving a spike in buyer calls, pushed partly by what it refers to as a “fee gateway incident”.

It stated this in an emailed response to queries from The Edge a few latest spate of complaints from irate prospects of the financial institution, who’ve been unable to achieve the financial institution over some alleged fraudulent transactions. A lot of them resorted to flooding HSBC’s Fb web page with their grouses.

Some claimed they acquired notifications by way of SMS from the financial institution that their bank cards have been quickly blocked over what they stated was a safety breach on the financial institution.

Nevertheless, HSBC advised The Edge that there was no such challenge, although it didn’t elaborate on what the “fee gateway incident” was about.

In the meantime, it stated prospects who must report unauthorised transactions to the financial institution even have, along with its name centres, these choices:

• To make use of their HSBC cell app to quickly block HSBC bank cards, if unauthorised transactions are detected;
• Any card dispute may be made inside 60 days from the subsequent assertion cycle date;
• Full a card dispute kind to lift a dispute on any of their card transactions — the shape is obtainable on https://www.hsbc.com.my/assist/kinds/;
• For a substitute card, they’ll nonetheless get in contact with HSBC Malaysia’s Contact Centre by way of telephone, HSBC Cellular App or on-line banking chat.

A lodge worker, who needs solely to be referred to as Lam, advised The Edge on Wednesday afternoon that he acquired an SMS late night time on Tuesday (Aug 16), notifying that his HSBC bank card has been blocked for safety causes. He was advised to name the financial institution at a quantity supplied for help.

“I known as instantly however nobody picked up. Then, I checked and known as the shopper hotline for one entire hour that night time however nobody picked up. This morning (on Wednesday), I known as once more and but, nobody picked up.  

“I even tried the reside chat operate on the cell app however there was no response. I left a message [at] round 9am this morning, and there was no response up till now. If one thing had occurred, should not HSBC let their cardholders know what occurred? Moderately than asking folks to name the financial institution one after the other,” he stated.

Within the night, he up to date that he lastly acquired a name again from the financial institution, telling him that somebody had used his card for a gaming web site for 3 consecutive instances on Aug 13, and that every one transactions had been made in US {dollars}. “The agent additionally advised me that there had been a lot of calls to take care of these days,” he stated.

Equally, Muhammad Imran, one other irate buyer, wrote on HSBC’s Fb web page that it was his third day contacting the financial institution now for suspected fraud transactions, however couldn’t get anybody to take care of his drawback.

“Went to [one of] your HSBC branches, they requested to do [it] by way of name and on-line. Actually disillusioned and wasted my time on this,” he wrote.