Seeking a resolution: Liew (centre), husband Lee Kim Meng (left) and Mok showing the stacks of documents related to her case.
JOHOR BARU: A housewife is claiming that her supplementary credit cards have racked up RM18,000 in charges without her knowledge or authorisation.
Liew Mei Fong said 17 fraudulent transactions were carried out using her two supplementary credit cards between April 13 and 15, 2024.
Liew, 50, claimed that she did not perform the transactions, nor did she receive any notifications or one-time passwords (OTPs) related to them.
Liew said each transaction ranged from about RM700 to several thousand ringgit, with the charges allegedly linked to top-ups for gaming accounts through e-commerce platforms and cashless payment apps.
She was taken aback when the bank informed her that the transactions were deemed valid and that she was liable for the amount.
“The bank could not explain who carried out the transactions or how they were allowed to exceed the credit limit without approval from my husband, who is the principal cardholder.
“We later discovered there were 37 OTP attempts – none made by me – raising further questions about how the transactions went through without any alerts or red flags.
“This incident highlights the issue of cybersecurity,” she said.
To resolve the matter, the couple met the bank’s representatives in Kuala Lumpur and also contacted the e-commerce platforms and cashless payment apps involved.
“Some of the platforms were sympathetic to our plight. One of them managed to recover about RM6,000, bringing the disputed amount down to RM12,579.05,” she said.
Unsatisfied with the bank’s response, Liew took the matter to Bank Negara’s Financial Markets Ombudsman Service (FMOS), a centralised dispute resolution body for financial consumers.
She said the investigation concluded in October last year with FMOS ruling that she remained liable for the outstanding amount.
“The incident has caused a lot of stress for my family. It is unfair for us to pay for transactions that we did not make,” said the mother of three.
Liew subsequently sought help from MCA Public Services and Complaints Department head Datuk Seri Michael Chong and was referred to Johor MCA Youth public services and complaints bureau chief Henry Mok, as the family resides in Johor Baru.
Mok said the couple had continued receiving payment reminders from the bank throughout the investigation period.
“The disputed amount should be set aside while investigations are ongoing,” he said.
Mok added that he would write to Bank Negara, FMOS and the bank involved to request a reexamination of the case.
“Some responsibility should be borne by the bank,” he said.
