1. Will American Express charge cards issued by Maybank be accepted by merchants outside Malaysia?
  2. What are the continuing benefits and privileges that are maintained or unchanged?
  3. Will my American Express charge card be replaced?
  4. Will Maybank impose a combined/shared credit limit to my American Express charge cards since I also have other credit cards (VISA/ MASTERCARD/ American Express Blue Box) issued by Maybank?
  5. Will Maybank continue to offer Emergency Cheque Cashing facility at Genting?
  6. What happens to the Membership Rewards (MR) points that existing American Express charge cardmembers have accumulated?
  7. How do I pay my American Express Charge Card bill?
  8. If I make a payment by cheque to 'American Express', will my payment be accepted?
  9. What number can I call for customer service assistance?
  10. If I am a merchant, how will the Business Transfer Agreement (BTA) between American Express and Maybank affect the American Express card acceptance at my outlet?
  11. Do I need to sign a new Merchant agreement with Maybank after the business transfer?
  12. Will there be any changes to the terms and conditions in the merchant agreement?
  13. Since I am also a Maybank merchant for Visa and MasterCard, will Maybank revise the Merchant Discount Rate (MDR) for American Express cards acceptance?
  14. What will happen to the joint promotion/membership reward programme with American Express?
  15. Who should I contact if I have problems with my terminal?
  16. Will there be any change to the card acceptance procedures?
  17. Will there be any changes in my payment plan (settlement date)?
  18. Will I still have access to all the online services?
  19. Would there be any change in the way I do my settlement for manual transactions?

1. Will American Express charge cards issued by Maybank be accepted by merchants outside Malaysia?
Yes, American Express charge cards issued by Maybank will be accepted by the American Express network of merchants in Malaysia and worldwide.

Back to top

2. What are the continuing benefits and privileges that are maintained or unchanged?

  • The current standards of service levels, privileges and benefits you enjoy will be maintained.
  • There will also be no change in the look of the card and you can continue to use your existing card.
  • Upon expiry of your card membership, your card will be automatically renewed.
  • All your Membership Rewards points will remain with your existing American Express charge card account.
  • Your 'Member Since' status will be retained.
  • Our Customer Service lines remain the same.
  • We are also maintaining the existing payment channels for you to settle your monthly payments. If you are paying by cheque, please be advised that your cheque now needs to be made payable to 'Maybankard Centre'.


Back to top

3. Will my American Express charge card be replaced?
No. Existing American Express charge cardmembers can continue using the existing American Express charge cards issued previously by American Express (Malaysia) Sdn. Bhd. Upon renewal, Maybank will issue the new American Express charge card to American Express charge cardmembers.

Back to top

4. Will Maybank impose a combined/shared credit limit to my American Express charge cards since I also have other credit cards (VISA/ MASTERCARD/ American Express Blue Box) issued by Maybank?
There will not be a combined credit limit as your American Express charge card is different from other credit cards issued by Maybank. As a charge card, it does not have a pre-set credit limit (like credit cards) as all charges will be approved based on your past transactions and payments history.

Back to top

5. Will Maybank continue to offer Emergency Cheque Cashing facility at Genting?
Yes, the existing Emergency Cheque Cashing facility at Genting will continue to be offered by Maybank to American Express charge cardmembers.

Back to top

6. What happens to the Membership Rewards (MR) points that existing American Express charge cardmembers have accumulated?
The existing MR points are still valid. Cardmembers will continue to be rewarded with the MR/air miles points for all transactions charged to the American Express cards. Cardmembers will also be able to redeem their points for items published in the current MR catalogue issued by American Express.

Back to top

7. How do I pay my American Express Charge Card bill?
The various payment channels available are online via Maybank2u.com, at any Maybank Kawanku ATM, Cheque Deposit Machine, via Direct Debit and cash/counter payments at Maybank branches. You will need to register your bill either online at Maybank2u.com or at any Maybank branch before being able to make your payment at the ATM.

Back to top

8. If I make a payment by cheque to 'American Express', will my payment be accepted?
No, cheque payments made to "American Express" will not be accepted. From 1 August 2006, please make your cheque payable to 'Maybankard Centre'.

Back to top

9. What number can I call for customer service assistance?

American Express change cardmembers can contact the following numbers for customer service assistance:

* American Express 24 Hours Customer Service Hotline - 1800 88 9559
* American Express Platinum Card - 1800 88 0886 / +603 2050 0880 (for calls made outside Malaysia)
* Global Assist - +603 2031 7888 (English); +603 2032 1888 (Mandarin)
* For correspondence, please mail it to:

Maybankard Centre,
7th Floor Menara Maybank,
100 Jalan Tun Perak,
50050 Kuala Lumpur



Back to top

10. If I am a merchant, how will the Business Transfer Agreement (BTA) between American Express and Maybank affect the American Express card acceptance at my outlet?
You can continue to accept American Express cards at your outlet and will not be affected by this BTA.

Back to top

11. Do I need to sign a new Merchant agreement with Maybank after the business transfer?
No, you are not required to sign a new agreement with Maybank. Your existing agreement with American Express (M) Sdn Bhd has been reassigned to Maybank. The terms and conditions are enclosed with the Maybank welcome letter to merchants dated 1 August 2006. If you did not receive the welcome letter, please contact 03 2074 7570 (Merchant Sales Helpdesk).

Back to top

12. Will there be any changes to the terms and conditions in the merchant agreement?
No, there will be no changes to the terms and conditions of the merchant agreement. However, Maybank reserves the right to change the terms and conditions if necessary at a later date and you will be notified accordingly.

Back to top

13. Since I am also a Maybank merchant for Visa and MasterCard, will Maybank revise the Merchant Discount Rate (MDR) for American Express cards acceptance?
The current American Express merchant discount rate will remain as per the merchant agreement. However, as per the agreement Maybank may review the merchant discount rate on an annual basis based on your sales performance.

Back to top

14. What will happen to the joint promotion/membership reward programme with American Express?
There will be no changes as all the existing joint promotion will continue as usual. We will continue to work with Merchants for future promotions.

Back to top

15. Who should I contact if I have problems with my terminal?

For enquiries or complaints on the terminal, please contact:

  • Hypercom terminal: 03-2050 0066
  • Ingenico terminal: 1800 38 1030
  • Verifone terminal: 1800 88 2229

For authorisation (to obtain approval code, for suspected cases of fraud, or for address verification), please call 03-2050 0213.

For general enquiries (e.g. transaction disputes and payment inquiries), please call 03-2050 0066.



Back to top

16. Will there be any change to the card acceptance procedures?
No, there will be no change. The current acceptance procedures apply.

Back to top

17. Will there be any changes in my payment plan (settlement date)?
There will be no changes on the payment plan. Your existing payment plan will remain per the Merchant Agreement. You will continue to receive your payment as usual. If you are receiving your payment by cheque currently, kindly furnish us with your bank account number to enable us to credit your account directly.

Back to top

18. Will I still have access to all the online services?
Yes, you can still continue to access all American Express online merchant services.

Back to top

19. Would there be any change in the way I do my settlement for manual transactions?
No, there will be no changes to the current practice. You can continue to send the manual sales draft via the existing self-addressed envelope provided to you.

Back to top