1. What should I do if my Maybankard Bankcard is retained at an ATM?
  2. What causes the Maybankard Bankcard to be deactivated?
  3. Can I use my Maybankard Bankcard overseas?
  4. What should I do if I would like to change my address?
  5. If I apply for a Maybankard Bankcard, can I direct someone to collect the PIN on my behalf?
  6. Can I request the PIN to be redirected to a Maybank branch nearest to my office for my collection convenience?
  7. How can I get my Maybankard Bankcard replaced if it is lost, stolen, damaged or faulty?
  8. Will I be reimbursed if a fraudulent transaction occurs via my Maybankard Bankcard?
  9. I have received a letter from Maybank stating that have they declined my request for a reimbursement for the unauthorised withdrawals disputed by me. What further recourse do I have?
  10. I am a foreigner. Can I use my magnetic-strip ATM card at Maybank ATMs?
  11. When using my Maybankard Bankcard at the ATM, the screen says "card is invalid". Why is this, and what should I do next?
  12. When using my Maybankard Bankcard at the ATM, the screen says "your transaction cannot be processed". Why is this, and what should I do next?
  13. What happens if I cannot use my Maybankard Bankcard to perform an e-Debit transaction when paying for my purchase?
  14. What happens if I cannot use my Maybankard Bankcard to perform a MEPS Cash transaction when paying for my purchase?

1. What should I do if my Maybankard Bankcard is retained at an ATM?

A card may be retained due to a blackout or mechanical error. If it was retained at a Maybank branch, you are advised to contact the branch before collecting the card. If the card is not collected within 3 days, the branch will send the card back to your home branch. If the card is not collected within 3 months, the home branch will cancel this facility and destroy the card for security reasons.

If the card was retained at an off-bank Kawanku ATM, you may collect the card at a Servicing Team branch. Contact the nearest Maybank branch to enquire about the Servicing Team. If the card is not collected within 3 days, the Servicing Team will send the card back to your home branch. If the card is not collected within 3 months, the home branch will cancel this facility and destroy the card for security reasons.

If the card is retained at a MEPS ATM, they will send the card to the particular bank's Head Office and from there to MEPS and then to the Maybank ATM Centre. The ATM Centre will send the card to your home branch. You are advised to contact the home branch or ATM Centre. If the card is not collected within 3 months, the home branch will cancel and destroy the card for security reasons.



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2. What causes the Maybankard Bankcard to be deactivated?
Some possible reasons are that you have withdrawn more than the limit, or have keyed in the wrong PIN number at the ATM.

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3. Can I use my Maybankard Bankcard overseas?
Yes, you can use your Maybankard Bankcard (if it is of the 5887 xxxx xxxx xxxx series) at all overseas ATM/retail outlets bearing the VISA PLUS/VISA INTERLINK logo. You should use the same PIN to access these overseas ATMs and retail outlets. The maximum amount that can be withdrawn per day is RM3,000 in the foreign currency equivalent. The amount will be debited from your account in Ringgit based on the conversion rate as at the time of settlement.

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4. What should I do if I would like to change my address?
Please visit any Maybank branch or Maybank ATM Centre to complete a report form, or you may submit an official request to the ATM Centre.

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5. If I apply for a Maybankard Bankcard, can I direct someone to collect the PIN on my behalf?
For security reasons, the Bank does not allow a third party to collect the PIN. You will need to collect the PIN yourself.

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6. Can I request the PIN to be redirected to a Maybank branch nearest to my office for my collection convenience?
Yes, you can, provided you state your request at the time of application and inform the attending officer to include it in the report form.

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7. How can I get my Maybankard Bankcard replaced if it is lost, stolen, damaged or faulty?
Please visit any Maybank branch to have your Maybankard replaced. The replacement cost is RM12.

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8. Will I be reimbursed if a fraudulent transaction occurs via my Maybankard Bankcard?
Report the matter to the nearest Maybank Sales and Service Centre (SSC) or call the Maybank ATM Card Centre immediately. The bank will investigate the matter before making a decision to reimburse. Upon completion, the branch will direct the case to the ATM Centre for further investigation. You will be duly informed on the outcome of the findings.

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9. I have received a letter from Maybank stating that have they declined my request for a reimbursement for the unauthorised withdrawals disputed by me. What further recourse do I have?

You may refer your dispute to the Financial Mediation Bureau at:

Mediator,
The Financial Mediation Bureau,
Level 25, Dataran Kewangan Darul Takaful,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.
Tel: 603-2272 2811
Fax: 603-2274 5752
Website: www.fmb.org.my



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10. I am a foreigner. Can I use my magnetic-strip ATM card at Maybank ATMs?
Yes, but only for cash withdrawals and balance inquiries. Please look for the Plus and Cirrus logos to perform such transactions.

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11. When using my Maybankard Bankcard at the ATM, the screen says "card is invalid". Why is this, and what should I do next?
You may be using your card at a non-Bankcard compliant ATM i.e. a foreign bank. Please check for a Bankcard logo to indicate usage. If your Maybankard Bankcard still does not work at a Bankcard compliant ATM, the card might be faulty or blocked. You can contact any Maybank Sales and Service Centres (SSC) to have your card replaced immediately.

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12. When using my Maybankard Bankcard at the ATM, the screen says "your transaction cannot be processed". Why is this, and what should I do next?
This would mean that your Maybankard Bankcard has been deactivated for possible security reasons. Please contact any Maybank Sales and Service Centres (SSC) to have your card reactivated immediately. However, if you have forgotten your PIN and cannot access the ATM, you will need to get your Maybankard replaced. A replacement fee of RM12 will be imposed.

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13. What happens if I cannot use my Maybankard Bankcard to perform an e-Debit transaction when paying for my purchase?
If there are insufficient funds in your savings/current account, you will need to use cash or your credit card to pay for the transaction. To avoid such situations, you are advised to know your last balance in your respective accounts.

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14. What happens if I cannot use my Maybankard Bankcard to perform a MEPS Cash transaction when paying for my purchase?
If there are insufficient funds in your MEPS Cash application, you can try using the e-Debit function to pay for the transaction. To avoid such situations, you are advised to go to the nearest Maybank ATM to top-up or load your MEPS Cash application in your Maybankard Bankcard. Cardholders can only use their Maybankard Bankcard MEPS Cash function at participating merchant/retail outlets that display the MEPS Cash logo.

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