Referring to recent reports in the local media on unauthorised withdrawals from individual bank accounts, a total of 165 complaints on unauthorised withdrawals were received by Bank Negara Malaysia in 2008. Based on investigations, all of these cases were due to customers knowingly or unknowingly divulging their personal information such as personal identification numbers (PIN) and passwords to third parties or fraudulent parties.

In most cases, victims of unauthorised withdrawals had received an unidentified sms (from fraudster) to inform them that they have won a cash prize. To claim the promised cash prize, the victim is informed that they have to open an internet banking account. The victim then contacts the fraudster and the fraudster will provide a step-by-step guide on how to register and activate their internet banking account using the ATM terminal. At point of registration at the ATM terminal, the victim will be given an internet banking personal identification number (PIN). The fraudster will ask the victim for this PIN and use it to create an internet banking account for the victim. The fraudster will then ask the victim to register the fraudster's mobile phone number in order to obtain an Authorisation Code to enable transfer of funds via internet banking. This will result in the Authorisation Code being sent via sms directly to the fraudster's mobile phone. The victim has now unknowingly provided the fraudster with full access to their banking account.

Bank Negara Malaysia would like to emphasise that the infrastructure for ATM and internet banking transactions is secure, with comprehensive security controls and fraud warning systems to detect suspicious transactions established at all banking institutions. This has been reinforced by efforts of the banking industry in posting notices and alerts on their websites and ATM terminals to alert their customers of such scams. Bank Negara Malaysia has been working closely in collaboration with the banking industry, Polis DiRaja Malaysia and relevant government agencies to ensure the robustness of these systems in deterring fraudulent activities.

Members of the public are strongly urged to remain vigilant and not to respond to any sms or emails requesting for personal information such as their personal identification numbers (PIN) and passwords for their banking accounts. Members of the public are reminded that banks will never request for such personal information through emails, sms or phone calls.

For further information, enquiries or complaints, members of the public can contact BNMTELELINK at 1-300-88-5465 or email [email protected].