By DayakDaily Team
KUCHING, Nov 3: The Sarawak Consumers Association (PPS) has called on banks to tackle the root cause of unauthorised transactions instead of resolving problems only after complaints have been lodged, after an individual lost over RM3,000 through such transactions.
In a press release, the PPS said the 49-year-old individual did not use online banking facilities yet still fell victim to unauthorised transactions, losing RM3,134.32.
This prompted the individual to withdraw the remaining balance to prevent further losses and visit the bank to seek clarification and assistance regarding the suspicious transactions.
With the bank’s initial response being to just replace the individual’s bank card, the association stepped in by contacting the bank to seek clarification, review the status of the transactions, and demand a resolution to the financial loss suffered by the complainant.
As a result of discussions and follow-up with the bank, the complainant eventually recovered the full amount lost.
“PPS welcomes the resolution provided by the bank. Nevertheless, the successful recovery of the complainant’s money should not put an end to the broader question of how such transactions could have occurred without the account holder’s knowledge,” said the association.
Its president, Dr Wynson Ong Teck Ping, stressed that the main question is not merely whether consumers can recover their money after an incident occurs, but why such incidents can happen in the first place.
He said that consumers deposit their money in banking institutions because they expect security, protection, and confidence that their funds cannot be withdrawn without authorisation.
“If a consumer who does not use online banking facilities can also experience unidentified or unauthorised transactions, then we must question how effectively banking security systems can truly protect consumers’ savings.
“Banks cannot simply adopt an approach of resolving problems only after complaints have been lodged. Prevention, detection of suspicious transactions, and immediate action to safeguard customers’ funds must also be prioritised. Consumers should not have to bear the anxiety and risks arising from security weaknesses beyond their control,” he said.
Consumers can direct complaints or issues relating to consumer rights to the PPS through its hotline at 017-7109299. — DayakDaily
