Maybank Users Claim Accounts Compromised Small Sums Repeatedly Withdrawn

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Several Maybank users experienced a bizarre incident last week when their bank cards were charged in a series of transactions they claimed were unauthorised, which led them to believe that details of the cards had been compromised.

The incident saw small amounts deducted from their bank account through multiple continuous transactions.  

Malaysiakini found at least five cases so far, including those who relayed their experiences directly to the portal, but it is believed that the number of those affected may be higher. 

One of the victims who spoke to Malaysiakini on condition of anonymity said he only noticed that unusual transactions had happened when he checked his bank account on Oct 23.

“I realised that my Maybank debit card had been charged over RM70, paid to another account in 19 separate sale debit transactions. Each of the transactions saw RM3.90 charged to my card.
“I immediately called the fraud hotline and was told that the transactions were all paid to purchase access to some online game. I asked the bank to cancel my card immediately and emailed a dispute report to Maybank,” the victim said.
He made a police report afterwards and Maybank agreed to provide him with a new card, he added. 
“The investigating officer from the police's Commercial Crime Investigation Department called me. He said such cases are common, and the police can't really do anything.
“(The officer said) in any case, the money will usually be refunded after the bank's fraud unit completes its investigation, but this will take time,” the victim said.
The bank account holder lamented that he was unfortunate to be one of the victims as he realised that there were more people who faced similar experiences over the weekend.
“You see, technologies like this are supposed to make our lives easier, but somehow it can still be turned against us.”




The victim said the bank only told him that the matter is under investigation and he has yet to get his money back. 
A second victim who also wished to conceal his identity said he immediately reached out to Maybank after a string of unusual transaction notifications appeared on his phone on Oct 19.
“I was watching television at home. This was when the notifications started coming into my phone. The deduction was happening every second until my account had been reduced to RM1.
“When I saw the notification, I immediately called the bank fraud line,” he told Malaysiakini.
He recalled that the transactions were still happening as he was complaining to Maybank.
“I think there were about five to seven questions to verify my identity and by the time the verification was completed, my account had been wiped out,” he said.
The second victim claimed that he seldom used his debit card and it was always stored in a safe. He had never paired the card with any online services either, he added.
“This is why I am puzzled by how the criminal could get hold of my card number and details," he said. 
He lodged a police report and a complaint with Bank Negara. Maybank eventually credited the money back to his account yesterday.
He shared his experience on social media upon the incident and to his surprise, several of his acquaintances also faced the same problems.

The second victim expressed his disappointment over Maybank’s handling of the issue, saying it seems irresponsible that the bank did not notify its customers as the pattern of the crime started to emerge.


“They should at least tell customers that this is happening or at least alert the people watching the transaction limit and stop it. 
“I feel like it is very irresponsible on Maybank’s part and there might be more people affected. 
"The least they could do is warn the customers,” he said.
All the cases found by Malaysiakini involved charges made to a merchant named Google Scott Wolf.
Maybank denies security breach
In a response to Malaysiakini, Maybank claimed that they were not facing any security issues.
Instead, the bank suggested that customers should carefully safeguard their card details.
“The bank wishes to state that there are no compromised security issues relating to our credit/debit cards.

“Customers are advised to safeguard their card details carefully at all times to prevent unauthorised usage by a third party," Maybank said in an email through its Communications Department.

It also urged cardholders who detect unusual transactions to immediately contact Maybank’s customer care hotline at 1300-88-6688 or refer to the contact number at the back of their cards to lodge a complaint.
“This will enable the bank to quickly attend to any such suspicious transactions and arrange for the necessary refund if the cardholder has fallen victim to any fraudulent or unauthorised activity.

“In cases where such unauthorised transactions occur without the cardholders' consent, they can dispute the transactions and a refund will be made if the transactions are found to be unauthorised upon investigation,” it said.

When asked how many similar complaints the bank has received from their customers so far, a Maybank spokesperson replied that they have not seen any uptick in card fraud cases reported by their customers.


Bank Negara assures issue will be addressed

Bank Negara has assured the public that all licensed banks are required to employ proper controls and safeguards to ensure the safety of banking operations.

“Banks will make good monies that are lost due to fraudulent transactions not attributed to depositors. In this regard, Bank Negara will ensure that this incident is addressed promptly and fairly," it said in a statement today.

The mechanisms required in banks include the establishment of appropriate levels of checks and balances and verification procedures for all transactions, including withdrawals, it said. 

The central bank added that it may take additional supervisory and enforcement actions if warranted and said the public can contact BNM Telelink for information and assistance at 1300-88-5465 during working hours on weekdays.




The public can also submit a query or complaint online or go for a face-to-face consultation starting Nov 1 at the BNMLink office at Jalan Dato Onn, Kuala Lumpur by booking an appointment using the same link. - Mkini

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