How and where to make payment:

• Pay through OCBC Internet Banking at https://www.ocbc.com.my/Internet-banking/
• Pay using OCBC Malaysia Mobile Banking App
• Use InterBank Funds Transfer from your Current or Savings account at participating MEPS IBG banks
• Direct Debit Instruction may be effected on any current or savings account that you maintain at any OCBC Bank branch in Malaysia, to pay either minimum payment or new balance shown in your credit card statement without any additional charge
• Deposit cash using the OCBC Cash-In ATMs
• Make payments at OCBC ATMs by using the OCBC ATM card
• You can also make payments using the OCBC Phone Banking services
• Deposit your cheque at the Deposit Cheque Machine at any OCBC branch in Malaysia
• Mail your cheque directly to Credit Cards, OCBC Bank (kindly indicate the name and relevant card number on the reverse of the cheque). Please do not mail cash

This is the latest regulatory guidelines for credit cards and it is to safeguard customer's credit cards from being compromised. All customers with active credit cards and a mobile number registered with OCBC are enrolled automatically.

Why are customers receiving an alert SMS from OCBC?

In line with the latest credit card guidelines, all credit card customers will be receiving SMS alerts for transaction amounts equal to and above their SMS alert threshold. These alerts are for security purposes and to safeguard their card information from being compromised. By default, the threshold amount is set at RM500.

When do customers receive such SMS alerts?

Customers will be alerted for transaction with amounts equal to and above the preset SMS alert threshold. This will include auto-billings and credit card cash advances. However, they will not receive SMS alerts for online transactions performed via 3D secure websites.

Will there be a situation where customers won't receive an SMS alert for transactions?

Yes - they will not receive an SMS alert for transaction when:

• The transaction amount is below the preset SMS alert threshold
• The online transaction is performed through a 3D secure site
• Customers have opted not to receive SMS transaction alerts

Will customers receive SMS alerts for unsuccessful transactions?

If the amount is equal to or above the threshold amount, they will receive an SMS alert.

Why is the SMS alert threshold set at RM500?

This is a preset amount by OCBC bank for our customers' convenience. Our customers may choose to customise this threshold amount by calling our customer service or visit OCBC branches for further assistance.

Why are other banks not sending SMS alerts when customers spend more than RM500?

OCBC has preset the SMS threshold amount at RM500. If customer would like to change this amount, they may call our customer service or visit OCBC branches for further assistance.

Can customers change the preset threshold amount for SMS alerts?

OCBC has preset the SMS threshold amount at RM500. If customer would like to change this amount, they may call our customer service or visit OCBC branches for further assistance.

How do customers receive an alert if they don't have a mobile phone registered with OCBC?

They may update us with a Handphone number in order to receive SMS alerts for transactions.

When will requests to update SMS alert settings take place?

Maintenance will take place the next business day after receipt of request.

Will supplementary card holders receive these SMS alerts?

Yes, they will.

Will customers receive SMS alerts while travelling overseas and are there charges?

Yes, they may receive SMS alerts as long as they have opted for roaming facilities. They will not be charged by OCBC for the sending of an alert SMS. However, they are advised to check with their telecommunication provider on applicable roaming charges whilst using their Handphones abroad.

Can customers choose not to receive SMS alerts at certain times of the day?

No. These SMS alerts are instantaneous for customers' security. Thus customers will receive an SMS immediately upon completion of a card transaction equal to and above the SMS alert threshold.

Can customers choose not to receive these SMS alerts?

Yes, they may opt not to receive these messages. The Bank strongly encourages customers to opt for SMS transaction alerts. This is to ensure that customers continue to receive additional security in the form of SMS alerts to safeguard their credit card/s from being compromised.

Will customers receive SMS alerts on cards that have been replaced or renewed cards?

Yes. They will receive SMS alerts for transactions on replaced or renewed cards.

Why isn't the amount of transactions shown in the alert?

These SMS are for alert notification only. As these alerts are sent instantaneously, our customers are advised to reconcile them with their latest card usage upon receipt of SMS.

1. Abide by the terms and conditions for the use of the credit / debit card.
2. Take reasonable steps to keep the credit / debit card and PIN secure at all times, including at your place of residence. Take note of the following:
   • Do not disclose the credit / debit card details or PIN to any other person;
   • Do not write down the PIN on the credit / debit card, or on anything kept in close proximity with the card;
   • Do not use a PIN selected from the cardholder's birth date, identity card, passport, driving license or contact numbers; and
   • Do not allow any other person to use the credit / debit card and PIN.
3. Notify the Bank as soon as reasonably practicable after having discovered that the credit / debit card is lost, stolen, an unauthorised transaction has occurred or if the PIN may have been compromised.
4. Notify the Bank immediately upon receiving a Short Message Service (SMS) transaction alert if the transaction was unauthorised.
5. Notify the Bank immediately of any change in the cardholder's contact number.
6. Use the credit / debit card responsibly, including not using the credit / debit card for unlawful activity.
7. Check the account statement and report any discrepancy without delay.
8. Do not entertain calls from any person requesting your credit / debit card information or PIN. If in doubt, call the number at the back of your card immediately (+603 8317 5000).

Cardholders' Liabilities:

1. You will be liable for PIN-based unauthorised transactions if you have:
   • Acted fraudulently, or
   • Delayed in notifying OCBC Bank as soon as reasonably practicable after having discovered the loss or unauthorised use of your credit / debit card, or
   • Voluntarily disclosed your PIN to another person, or
   • Recorded your PIN on the credit / debit card, or on anything kept in close proximity with your credit / debit card, and could be lost or stolen with the credit / debit card.
2. You will be liable for signature-based unauthorized transactions if you have:
   • Acted fraudulently, or
   • Delayed in notifying OCBC Bank as soon as reasonably practicable after having discovered the loss or unauthorized use of your credit / debit card, or
   • Left your credit / debit card or item containing your credit / debit card unattended, in places visible and accessible to others; or
   • Voluntarily allowed another person to use your credit / debit card.

1. You may direct your enquiries or complaint/dispute regarding the services by:
   • Approaching the Bank's branch staff; or
   • Calling the Bank's Contact Centre at Tel : +603 8317 5000
   • E-mailing the bank using the "Contact Us" option found in the website; or
   • Writing to the Bank

   Kindly provide the Bank with details of your specific complaint/dispute and any supporting documents to help expedite the investigation.

2. You shall not, at any time and under any circumstances whatsoever:
   • Disclose any access/security codes to the Bank or any officer of the Bank or any other party; and
   • Use e-mail to send communications where it involves any sensitive and confidential information pertaining to your accounts and any transaction.
3. The complaint/dispute will be processed or responded to within 2 weeks of the Bank's receipt of your complaint/dispute. If we require more time to investigate the complaint/dispute, we will inform you of the additional time required to do so.
4. If you are dissatisfied with the Bank's response, you may appeal via:
   • Email to myexperience@ocbc.com
   • Write to:
     Service Transformation Team
     OCBC Bank (Malaysia) Berhad,
     Menara OCBC, 18, Jalan Tun Perak,
     50050 Kuala Lumpur
     
5. If you are still dissatisfied with the response, you may approach the Ombudsman for Financial Services at:
   Ombudsman for Financial Services
   Level 14 Main Block, Menara Takaful Malaysia
   No. 4, Jalan Sultan Sulaiman
   50000 Kuala Lumpur
   

We have a series of 6 articles that gives you useful advice on how to get maximum benefits from your credit cards. Be sure to read through them all to learn how to Swipe Smart with 6E.

• Educate Yourself
• Exercise Caution
• Enhance Your Lifestyle
• Enjoy Benefits
• Eliminate Debt
• Engage your Card Issuer

We'll be updating this page with new articles as they become available, so be sure to check back regularly!