Report an Unauthorised M2U Transaction

Report an Unauthorised M2U Transaction - What to do if you've been scammed?

If you need to report an Unauthorised M2U Transaction, it is crucial to act swiftly and report the incident to help to protect yourself and others. Here’s what you need to report and how to do it effectively.

• Contact Maybank Group Contact Centre (MGCC) or National Scam Response Centre (NSRC) as soon as you realise that there has been unauthorised/unknown transaction(s) made from your account or you realise that you have been scammed.
• Call Maybank’s Fraud Hotline at 03- 5891 4744 (24 Hours daily) or National Scam Response Centre (NSRC) at 997 (8am – 8pm daily).
• Immediately lodge a police report (within 24 hours) and submit it to us through email cybersecurity.echannels@maybank.com or visit our nearest Maybank branches.

Detailed Information about the Unauthorised M2U Transaction

• Description of the unauthorised transaction incident, including how you were approached (e.g., phone call, email, website).
• Date and time of the disputed transaction.
• Amount of the disputed transaction
• Affected account number and payment methods (eg: 3^rd party transfer).
• Your name
• Your NRIC or passport number
• Include details such as phone numbers, email addresses, or social media accounts used by the scammer.
• Reason for the dispute

Personal Information Shared

• List any personal information you provided, such as your name, address, banking credentials or financial details.

Evidence of Communication

• Keep copies of any correspondence with the scammer. This may include emails, texts, and screenshots of online chats or social media interactions.

What to Expect After Reporting the Incident?

1. Upon receiving a report, we will initiate the investigation process promptly.
2. We will initiate the recovery process however there is no assurance that you will receive a refund.
3. If require further information, we will contact the customer to conduct an interview.
4. Finally, we will conclude the investigation based on our findings.
5. We will provide you with a response within 14 working days from the date of your report, failing which, we will provisionally credit the full disputed amount or RM5,000, whichever is lower into your account.
6. Upon completion of the investigation and we concluded that the customer shall be fully or partially liable for the losses, we retain the right to request the customer to repay the provisional credit.

• Rest assured that we will provide our full co-operation to the Police and/or relevant enforcement Authorities to assist them in their investigations. Should we require any additional information to facilitate our investigation, we may contact you for further clarification.
• Please bear in mind that Maybank does not send out any form of communication to request for your personal details, account details or TAC numbers. At all times, refrain from disclosing your account and banking information to anyone, including entering internet banking username/password into any unknown website and/or mobile applications.
• To strengthen your account’s security, you are advised to change your passwords periodically and refrain from using easily guessable password.
• It is also crucial for you to ensure that your devices are installed with the latest antivirus and anti-malware software to safeguard against malware, viruses and spyware.
• For more comprehensive information on MAE app security enhancements that are designed to protect your account and other scam awareness tips, please visit the following link: https://www.maybank2u.com.my/maybank2u/malaysia/en/personal/security_alert/security_alert_listing.page
• If you are not satisfied with the outcome or resolution provided by the us, you may contact the Ombudsman for Financial Services (OFS) for an independent review.