How To Report A Scam / Fraud

1. Contact HLB Contact Centre or National Scam Response Centre (NSRC) as soon as you realised that there has been unauthorised/unknown transaction(s) made from your account or you realised that you have been scammed. This quick action may help you reduce your potential losses, although there is no guarantee that you will get your money back.
2. Make a police report at a police station near you, after you have reported your case to HLB Contact Centre or NSRC to enable the police to start their investigation. 
3. Still contact the Bank even though the scam/fraud happened a while ago (e.g. more than 24 hours) as by reporting to the bank, you are assisting the authorities in taking action against the perpetrators. 

• Please note that you don’t need to make separate reports to NSRC and HLB. One report is sufficient as NSRC and the Bank will share information and take action accordingly. 
• NSRC is an emergency response centre for online financial scam and fraud. It is an integrated operation involving the collaboration between the National Anti-Financial Crime Center (NFCC), Royal Malaysian Police (PDRM), Bank Negara Malaysia (BNM), Malaysian Communications and Multimedia Commission (SKMM) as well as financial institutions and the telecommunications industry. The NSRC brings together resources and expertise from all these parties to combat financial fraud more quickly and effectively. For more information on NSRC, click here for its FAQ.

HERE’S A CHECKLIST OF INFORMATION CUSTOMERS SHOULD HAVE IN HAND FOR SWIFTER ACTION:  

1. Brief description of scam incident, including date and time

2. Financial loss (RM)

3. Customer’s key details:

a. Full name, MyKad no., phone no.

b. Alternative contact number, e-mail address (if any)

c. Bank account number

4. Key details of the scammer:

a. Bank account details of scammer/mule: Bank name, Bank account number, Name of account owner

b. Transaction details: Amount (RM), date, time 

c. Scammer’s name and contact number

WHAT CAN CUSTOMERS EXPECT AFTER REPORTING TO THE BANK OR NSRC:

1. If you have reported the case to the Bank or the NSRC, please file a police report at the nearest police station as soon as possible.

2. After filing a police report, the PDRM investigation officer assigned to your case will provide their phone number to be contacted. Investigating officers may contact you for more information to help law enforcement agencies take action against criminals. For example:

• Transaction receipt
• Website address (URL) shared by scammers
• Communication with criminals (eg call logs, emails, conversations via SMS / WhatsApp / Telegram / WeChat / e-commerce / other platforms)

3. You can follow up on your case by:

• Checking the status of your police report online via https://sso.rmp.gov.my; or
• Contact the PDRM investigation officer assigned to your case

IMPORTANT NOTE FOR CUSTOMERS:

• Please make a police report at any police station as soon as possible within 24 hours. This will enable investigation by the authorities into your case. 
• If your account at HLB has been compromised, please also contact your other banks as soon as possible to protect and secure your other accounts, including changing passwords, freezing bank cards or temporarily blocking the accounts. 
• The NSRC, the police or the Bank will never ask for your personal banking information such as username, password, PIN number, TAC or OTP. If you receive such request, please hang up and contact HLB Contact Centre immediately. 
• If you are not satisfied with the outcome or resolution provided by the Bank, you can contact the Financial Ombudsman for an independent review. They specialize in resolving financial disputes fairly and impartially.