Frequently Asked Questions

Transcription

1 Frequently Asked Questions Q1. What is Hong Leong Debit Card-i? The Hong Leong Debit Card-i is a payment and ATM card that is linked directly to your Hong Leong Current Account-i / Current Account or Savings Account-i / Savings Account. You can immediately access your funds electronically, when you make purchases and withdraw cash at ATMs. Q2. What is the validity period of the Hong Leong Debit Card-i? Hong Leong Debit Card-i carries a 5 year validity period from the Debit Card-i generated date. To elaborate, a Debit Card-i generated in April 2016 will expire on April The Debit Card-i expiry date is printed on the card face under the description "Good Thru", which means "Valid Until". Renewal should be done before the expiry date indicated on the card. One month before renewal, we will send you a letter or Short Messaging Services (SMS) to inform you to collect your renewal Debit Card-i from the branch that issued your Debit Card-i. Q3. What is the difference between the Hong Leong Debit Card-i and the ATM Card? Unlike the ATM card, the Hong Leong Debit Card-i allows you to make retail purchases at any outlet that displays the MasterCard or MEPS or BankCard logo. As such, the Debit Card-i gives you the flexibility to shop at over 30 million locations worldwide carrying the MasterCard logo and 26,000 locations locally that display the MEPS or BankCard logo. The Debit Card-i also performs the function of an ATM card, providing you immediate access to your funds. Application of Debit Card-i Q4. Who is eligible for Hong Leong Debit Card-i? It is applicable to anyone aged 18 years old and above with a Hong Leong Current Account-i / Current Account or Savings Account-i / Savings Account. Q5. How can I apply for the Hong Leong Debit Card-i? 1. Visit any HLISB/HLB branch nearest to you 2. Bring along your MyKad for verification and open a Current Account-i or Savings Account-i 3. Existing Current Account-i or Savings Account-i customer who holds the Hong Leong ATM Card/Debit Card can upgrade to Hong Leong Debit Card-i Q6: How long does it take to receive a Hong Leong Debit Card-i? You will get your Hong Leong Debit Card-i instantly when you apply. Page 1 of 10

2 Q7. What if there are two or more signatories (joint account) on my Current Account-i or Savings Account-i? All Joint Current Account-i or Savings Account-i holders are eligible subject to the mandate either one to sign. Each joint accountholder will be issued with different Hong Leong Debit Card-i. Separate cards allow each cardholder's transactions with different purchase limit, and it allows you to have separate PIN and signature. Debit Card-i ATM Facility Q8. Can I make ATM cash withdrawal outside Malaysia? Yes, you can enjoy the convenience of withdrawing cash at ATMs bearing the MasterCard or CIRRUS logo overseas subject to you activating the opt-in for Overseas ATM Withdrawal prior to performing the transaction. You may opt in via the following channels:- Hong Leong HLISB/HLB ATM Call Centre HLISB/HLB branches during banking hours To perform the ATM cash withdrawal, select the "cash advance" option to make the cash withdrawal at the ATM terminals. Alternatively, you can opt to use the Hong Leong cross-border ATM facility. The facility enables you to perform cross-border cash withdrawal via any ATMs at Singapore, Indonesia and Thailand bearing the MEPS or BankCard logo at only RM This is a cheaper alternative compared to a withdrawal via MasterCard ATMs at RM per withdrawal. Q9. Do I need to activate my Debit Card-i to enable cross-border cash withdrawal? If yes, what are the steps required to activate the Debit Card-i? Go to the nearest HLISB/HLB ATM. Insert your Debit Card-i, choose your language and enter your Debit Card-i PIN Select "Others" at Main Menu Select "Next Screen" at the Sub-Menu Select "Overseas Facility" Select "Activate" Enter the starting date to activate this feature Enter the ending date to stop this feature Retrieve Debit Card-i & Receipt. Page 2 of 10

3 Retail Purchase Q10. What is my daily purchase limit? For security control, Hong Leong gives you the flexibility to choose the desired spend limit for your retail purchases from RM 1 to up to RM 5,000. If you do not change the retail purchase, we will extend to you a defaulted limit of RM 2,000 with a maximum allowable limit RM 5,000 for generic cardholders. For Priority Banking cardholders, you have an option of setting your retail purchase limit up to RM 10,000. Q11. How can I change my retail purchase limit? You can personally reset your retail purchase limit via Hong Leong Connect. Log on Under Other Services menu, go to ATM/Debit Card and select Change Retail / Internet Purchase Limit Select from the relevant options ( Please change my ) Enter your New Limit (MYR) A TAC will be sent to your mobile phone Enter the TAC, click Confirm and you re done! Alternatively, walk into any HLISB/HLB branches and our bank officers will readily assist you to change your retail purchase limit. Q12. Where and how can I use my Hong Leong Debit Card-i? You can use your Hong Leong Debit Card-i at any merchant that displays the MasterCard logo which is accepted at over 30 million locations worldwide. You can also use your Hong Leong Debit Card-i at any merchants that displays the MEPS or BankCard logo accepted at over 26,000 locations locally via your card pin. Q13. Do I need to activate my Hong Leong Debit Card-i for retail purchase out of Malaysia? Yes, you are required to activate the opt-in for Overseas Retail Purchase before you can perform the transaction. You may opt in via the following channels:- Hong Leong HLISB/HLB ATM Call Centre HLISB/HLB branches during banking hours Page 3 of 10

4 Q14. What are the instances where holding-on-account is performed? The following transaction performed using the Debit Card-i will be pre-authorised and earmarked for a period of 3 days:- 1. Hotel Check in 2. Hospital admission check-in 3. Petrol kiosk pre-authorization When you first swipe your debit card-i, the account will be earmarked for a prefixed amount by the merchant. After 3 days, the earmark amount will be dropped and the actual purchase value will be debited into your primary account tagged to the debit card-i. Q15. I would like to pay for the RM amount pumped at petrol stations only and avoid the hold-onaccount. Is this possible? Yes. To avoid the hold-on-account for petrol transactions, all you need to do is to make upfront payment of the amount you wish to pump inside the Petrol Kiosk via the attendant. Q16. What are the possible reasons for debit card-i transaction to be declined? Possible reasons are:- 1. Insufficient funds in your account (Current Account-i or Savings Account-i) 2. Insufficient funds due to withholding of the pre-authorisation amount at Hotels, Hospitals and Petrol Station. 3. Transaction amount is more than the daily purchase limit set which is defaulted to RM 2,000 per day. You may change the daily retail purchase limit at any HLISB/HLB Branches or personally via Hong Leong Connect. Q17. I have a Current Account-i and Savings Account-i. May I choose whichever account I would like to tag as my Primary Account? Yes, you can now select either your Current Account-i or Savings Account-i as the primary account for retail purchase transaction. Prior to this, the Savings Account-i was set as the defaulted Primary Account, while the Current Account-i is the Secondary Account in the event two different accounts are linked to the debit card-i. Nevertheless, should you have insufficient funds in the selected primary account (for example the Savings Account-i), you will need to transfer the amount from your Current Account-i to your Savings Account-i before using the Debit Card-i. Page 4 of 10

5 Q18. I will be traveling and I would like to temporarily increase my retail purchase limit. Is this possible? You have the option to temporarily increase your Retail Purchase Limit by calling the Hong Leong Bank Contact Centre at The maximum temporary limit allowable is up to RM 10,000 for non- Priority Banking Debit Cardholders and RM 20,000 for Priority Banking Debit Cardholders. The maximum duration allowed to utilise the temporary increase in retail purchase limit is one month. Upon the expiry date, the retail purchase limit will revert to your defaulted limit. Contactless Transaction Q19. Does HLISB s Debit Card-i come with Contactless function? Yes, all HLISB s new Pin & Pay Debit Cards-i carry the Malaysian Chip Card Specification ( MCCS ) logo which come with Contactless function that allow the Cardholders to perform a payment transaction by tapping or waving their Debit Card-i over a secure reader/terminal with no signature or PIN required. Q20. When is PIN or signature required for Contactless transactions? When the Contactless transactions exceed the pre-defined threshold, you will be prompted to enter PIN or sign on the transaction receipt. Q21. What is the contactless transaction limit? Contactless limit is capped at RM250 per transaction and upon reaching cumulative Contactless transactions of RM400, you are required to sign on a Transaction Receipt or enter PIN to reset the Contactless transaction limit. Internet Purchase Limit Q22. How can I change my Internet Purchase Limit? You can personally reset your Internet Purchase Limit via Hong Leong Connect. Log on Under Other Services menu, go to ATM/Debit Card and select Change Retail / Internet Purchase Limit Select from the relevant options ( Please change my ) Enter your New Limit (MYR) A TAC will be sent to your mobile phone Enter the TAC, click Confirm and you re done! Page 5 of 10

6 Alternatively, walk into any HLISB/HLB Branches where your account is maintained and our bank officers will readily assist you to change your internet purchase limit. Renewal Q23. How do I renew my Hong Leong Debit Card-i? Prior to the expiry date, you will be reminded to renew your Hong Leong Debit Card-i via a letter or our SMS as determined by the Bank from time to time. Kindly visit the nearest HLISB/HLB Branches to obtain your replacement card instantly. Report of Loss Card Q24. What should I do if my Hong Leong Debit Card-i is stolen or lost? You can immediately: 1. Report to Hong Leong Bank's 24-Hours Customer Service Center at for lost card within Malaysia or overseas. Alternatively, you can call any member of MasterCard Worldwide or its nearest affiliates for overseas card loss. For Priority Banking customers, kindly call the Priority Banking Toll Free Number at for lost card notification to the Bank. 2. Notification has to be made to the Bank in person or via telephone, telegram, facsimile, , and confirmation of the same has to be made in writing, accompanied by a police report. Security Features Q25. What security features does the Hong Leong Debit Card-i possess? Authorisation required: You must sign on the transaction slip to approve the payment amount. For e-debit purchase, you are required to key-in your PIN number on the pin pad at point of purchase. Minimum defaulted retail purchase limit: The defaulted retail purchase limit is RM 2,000. You can decrease or increase this limit at any branch or change personally via the Hong Leong Connect at ( Telephone Banking Services: Our Self Service Phone Banking and Hong Leong Call Centre always open to assist you in blocking you Debit Card-i in order to prevent any misuse in case of it being lost or stolen. Q26. Will I be reimbursed if a fraudulent transaction occurs via my Hong Leong Debit Card-i? In the event your card is lost or stolen, and if any unauthorised transactions have been made on your card, your losses will be limited to RM250*. Our Call Centre is open 24/7 to assist you in blocking your Debit Card-i in order to prevent any misuse in case of it being lost or stolen. Page 6 of 10

7 *Provided you have exercised diligent care in safeguarding the card and promptly reported its loss to the Bank (for card loss in Malaysia) or any member of MasterCard Worldwide or its nearest affiliates (for card loss overseas). Notification has to be made to the Bank via telephone, telegram, facsimile or and confirmation of the same has to be made in writing, accompanied by a police report. Q27. When using my Hong Leong Debit Card-i at the ATM, the screen says "card is invalid". Why is this, and what should I do next? Your debit card-i cannot be "read" by the ATM machine. Some of the possible causes of this are faulty card chip or your card may have been blocked for security reasons. You may call our Hong Leong Contact Centre for assistance, or walk into any HLISB/HLB Branches to have your card replaced immediately once we have confirmed that the card chip is faulty. Q28. How can I get my Hong Leong Debit Card-i replaced if it is lost, stolen, damaged or faulty? Please visit any HLISB/HLB Branches to have your Hong Leong Debit Card-i replaced. The replacement cost is RM18. Pin & Pay ( P&P ) Debit Card-i Q29. What is PIN? A PIN, or Personal Identification Number, is a secret code either issued by HLISB/HLB to the Cardholder, upon request or selected by the Cardholder at any HLISB/HLB Branches in accordance with the application procedures on ATM services and includes changes on the same day made by the Cardholder as the case may be, from time to time. The Debit Card-i PIN for making purchases at retail shops is the same as the Automated Teller Machine ( ATM ) PIN that you use to perform ATM transactions. A PIN is required to authenticate and complete a Debit Card-i transaction be it at ATM, Point-of-Sale ( POS ) or any type of payment devices that requires a PIN. Q30. Why is PIN safer than signing? PIN usage can help protect against fraud due to lost or stolen cards as the PIN is only known to Cardholder. The risk of signature being faked/forged is reduced accordingly. Therefore, PIN has to be protected in a highly secured manner and not to be disclosed to any third party. Q31. How do I keep my PIN secured? Some measures to keep your PIN confidential and safe include: Do not use numbers associated with birthday or anniversary date, phone number, IC no., driver s license as the PIN; Do not keep a written record of the PIN; Do not allow any third party to see your PIN when it is entered or displayed; Do not keep the PIN in a form that can be readily identified as a PIN; Do not disclose the PIN to any third party (including persons in apparent authority, family members or spouse); Do not negligently or recklessly disclose your PIN; and Page 7 of 10

8 Notify HLISB/HLB if the PIN has become known to someone else and change the PIN immediately. Q32. Is the PIN the same for both ATM and POS transaction? Yes. Q33. Can I request to have 2 different PINs for ATM and POS transactions? No. Q34. Am I required to enter PIN whenever I use my Debit Card-i in Malaysia? Yes, if you are prompted by the merchants to enter the PIN. Please be informed that effective 1 January 2017, all payment transactions performed via ATM, POS and/or other payment devices will require PIN. Q35. Am I required to enter PIN when I use my Debit Card-i overseas? Yes, if you are prompted by the overseas merchants to enter your PIN. However, for those countries which do not support PIN-based transactions, you are required to sign on the transaction receipts to complete the transactions. Q36. Is the PIN required for Debit Cards-i Card-Not-Present transactions (Auto Debit, Mail Order Telephone Order and/or online only)? No, it is not required. The PIN is to be used at ATMs, POS terminals and/or other payment devices only. For secured online transactions, the Cardholders are required to key in the MasterCard Secured password instead, which will be sent to their mobile phone to complete the transactions. Q37. What happens if I use my Debit Card-i at a POS terminal not supporting PIN? The POS terminal will process the transaction with your P&P Debit Card-i without prompting for PIN and you will be required to sign on the transaction receipt to complete the transaction. Q38. Can I use my P&P Debit Card-i in countries that are on magnetic stripe (example United States of America)? Yes, the P&P Debit Card-i can be used globally where there is a presence of the payment brand (MasterCard) acceptance. Q39. Am I required to enter PIN for a pre-authorised transaction (e.g hotel check-in)? Yes. Q40. Am I required to enter PIN when I return goods to merchants for refund? No. Page 8 of 10

9 Change of PIN Q41. Can I change my PIN (first or subsequent time) at other bank s ATM? No, you can only change your Debit Card-i PIN at HLISB/HLB ATMs. Q42. Is there any ruling when it comes to assigning a PIN number the Debit Card-i? No, but some measures/controls are highly encouraged as stated in No.31 herein. Wrong/Forget PIN Q43. What happens if I enter the wrong PIN? Three attempts are allowed before your Debit Card-i is blocked. When the Debit Card-i is blocked, you are required to visit any HLISB/HLB Branches to be issued a new Debit Card-i. (limited attempts of PIN entering protects against the possibility of fraud on your Debit Card-i) Q44. What happens if I forgotten my PIN? You are required to change your Debit Card-i. Others Q45. Can I identify an authorised Debit Card-i transaction on the Transaction Receipts and/or statement? Yes, the transaction receipts and/or statement will display the word PIN Verified. Q46. Is the PIN printed on the transaction receipt? No. Q47. Do I need to sign on the reverse of my Debit Card-i? Yes, this is necessary as the signature will be used for verification in certain situations (e.g. travelling to a country where PIN is not used, where the terminals of merchants have not upgraded to support PIN-based transactions etc). Q48. Will all merchants know how to process a P&P transaction? All merchants will be trained to perform a P&P (PIN-based) transaction. This will be done over a period of time till 31 December Q49. Is signature still required on the Transaction Receipt after the PIN is entered? Signature is not required on any Transaction Receipt once the PIN has been verified. The Sales Draft shall display the word PIN Verified. Page 9 of 10

10 Miscellaneous Q50. I am a foreigner with other bank's Debit Card. Can I use my ATM Card at HLISB/HLB ATMs? Yes, you can. HLISB/HLB ATMs bear the VISA PLUS and/or MasterCard Cirrus logo and this gives you access to ATM facilities in Malaysia. Q51. Can I use the Easy Payment Plan (EPP) facility for purchases with my Hong Leong Debit Card-i? No. Page 10 of 10