Q: What is Hong Leong Debit Card-i?
A: The Hong Leong Debit Card-i is a payment and ATM card that is linked directly to your Hong Leong Current Account-i / Current Account or Savings Account-i / Savings Account. You can immediately access your funds electronically, when you make purchases and withdraw cash at ATMs.

Q: What is the validity period of the Hong Leong Debit Card-i?
A: Hong Leong Debit Card-i carries a 7-year validity period from the Debit Card-i-generated date. The Debit Card-i expiry date is printed on the card face under the description "Good Thru", which means "Valid Until". Renewal should be done before the expiry date indicated on the card. One month before renewal, we will send you a letter or Short Messaging Services (SMS) to inform you to collect your renewal Debit Card-i from the branch that issued your Debit Card-i.

Q: What is the difference between the Hong Leong Debit Card-i and the ATM Card?
A: Unlike the ATM card, the Hong Leong Debit Card-i allows you to make retail purchases at any outlet that displays the MasterCard or MEPS or BankCard logo. As such, the Debit Card-i gives you the flexibility to shop at over 30 million locations worldwide that carry the MasterCard logo and 26,000 locations locally that display the MEPS or BankCard logo. The Debit Card-i also functions as an ATM card, giving you immediate access to your funds.

Application of Debit Card-i
Q: Who is eligible for Hong Leong Debit Card-i?
A: Anyone aged 18 years and above with a Hong Leong Current Account-i / Current Account or Savings Account-i / Savings Account.

Q: How can I apply for the Hong Leong Debit Card-i?
A:

1. Visit any HLISB/HLB branch nearest to you.

2. Produce your MyKad/passport for verification and open a Current Account-i or Savings Account-i.

Q: How long does it take to receive a Hong Leong Debit Card-i?
A: You will get your Hong Leong Debit Card-i instantly when you apply.

Q: What if there are two or more signatories (joint account) on my Current Account-i or Savings Account-i?
A: All Joint Current Account-i or Savings Account-i holders are eligible subject to the mandate that either one has to sign. Each joint accountholder will be issued with different Hong Leong Debit Cards-i. Separate cards allow each cardholder's transactions to have different purchase limits, and the cards will also have separate PINs and signatures.

Debit Card-i ATM Facility
Q: Can I make ATM cash withdrawals outside of Malaysia?
A: Yes, you can withdraw cash at ATMs bearing the VISA, MasterCard or CIRRUS logo overseas, subject to you activating the opt-in for Overseas ATM Withdrawal prior to performing the transaction. You may opt in via the following channels:-

Hong Leong Connect @ www.hongleongconnect.my

·         HLISB/HLB ATM

·         Call Centre – 03 7626 8899

·         HLISB/HLB branches during banking hours

To perform the ATM cash withdrawal, select the "cash advance" option to make the cash withdrawal at the ATM terminals. Alternatively, you can opt to use the Hong Leong cross-border ATM facility. The facility enables you to perform cross-border cash withdrawals via any ATM in Singapore, Indonesia and Thailand bearing the MEPS or BankCard logo at only RM 8.48. This is a cheaper alternative compared to a withdrawal via MasterCard ATMs at RM 12.72 per withdrawal.

Q: Do I need to activate my Debit Card-i to enable cross-border cash withdrawals? If yes, what are the steps required to activate the Debit Card-i?
A: Go to the nearest HLISB/HLB ATM.
Insert your Debit Card-i, choose your language and enter your Debit Card-i PIN.
Select "Others" at Main Menu
Select "Next Screen" at the Sub-Menu
Select "Overseas Facility"
Select "Activate"
Enter the starting date to activate this feature
Enter the ending date to stop this feature
Retrieve Debit Card-i & Receipt.

Retail Purchases
Q: What is my daily purchase limit?
A: For security control, Hong Leong Islamic Bank gives you the flexibility to choose a desired spend limit between RM1 to up to RM5,000. If you do not change the retail purchase limit, we will extend to you a default limit of RM3,000 with a maximum allowable limit of RM5,000 for generic cardholders. For Priority Banking cardholders, you have an option of setting your retail purchase limit up to RM10,000.

Q: How can I change my retail purchase limit?
A: You can personally reset your retail purchase limit via Hong Leong Connect.

·         Log on www.hongleongconnect.my

·         Under “Other Services” menu, go to “ATM/Debit Card” and select “Change Retail / Internet Purchase Limit”

·         Select from the relevant options (“Please change my”)

·         Enter your New Limit (MYR)

·         A TAC will be sent to your mobile phone

·         Enter the TAC, click “Confirm” and you’re done!

Alternatively, walk into any HLISB/HLB branches and our bank officers will readily assist you with the change.

Q: Where and how can I use my Hong Leong Debit Card-i?
A: You can use your Hong Leong Debit Card-i at any merchant that displays the VISA/MasterCard logo. Your card is accepted at over 30 million locations worldwide. You can also use your Hong Leong Debit Card-i (using your card PIN) at any merchant that displays the MEPS or BankCard logo. They are currently found in over 26,000 locations locally.

Q: Do I need to activate my Hong Leong Debit Card-i for retail purchases outside of Malaysia?
A: Yes, you are required to activate the opt-in for Overseas Retail Purchase before you can perform transactions. You may opt in via the following channels:-

·         HLB Connect @ www.hongleongconnect.my

·         HLISB/HLB ATM

·         Call Centre – 03 7626 8899

·         HLISB/HLB branches during banking hours

Q: What are the instances where holding-on-account is performed?
A: The following transactions performed using the Debit Card-i will be pre-authorised and earmarked for a period of 3 days:-

1.       Hotel Check-in

2.       Hospital admission check-in

3.       Petrol kiosk pre-authorization

When you first swipe your debit card-i, the account will be earmarked for a prefixed amount by the merchant. After 3 days, the earmarked amount will be dropped and the actual purchase value will be debited into the primary account tagged to your Debit Card-i.

Q: I would like to pay for the RM amount pumped at petrol stations only and avoid the hold-on account. Is this possible?
A: Yes. To avoid the hold-on-account for petrol transactions, all you need to do is to make an upfront payment to the attendant at the Petrol Kiosk.

Q: What are the possible reasons for a debit card-i transaction to be declined?
A: Possible reasons are:-

1.       Insufficient funds in your account (Current Account-i or Savings Account-i)

2.       Insufficient funds due to the withholding of the pre-authorization amount at Hotels, Hospitals and Petrol Stations.

3.       Transaction amount is more than the daily purchase limit set which is the default RM 2,000 per day. You may change the daily retail purchase limit at any HLISB/HLB Branch or personally via HLB Connect.

Q: I have a Current Account-i and Savings Account-i. May I choose either account to tag as my Primary Account?
A: Yes, you can now select either your Current Account-i or Savings Account-i as the primary account for retail purchase transactions. Prior to this, the Savings Account-i was set as the default Primary Account, while the Current Account-i was the Secondary Account in the event two different accounts are linked to the Debit Card-i. Nevertheless, should you have insufficient funds in the selected primary account (for example the Savings Account-i), you will need to transfer the amount from your Current Account-i to your Savings Account-i before using the Debit Card-i.

Q: I will be traveling and I would like to temporarily increase my retail purchase limit. Is this possible?
A: You have the option to temporarily increase your Retail Purchase Limit by calling the Hong Leong Bank Contact Centre at 03-7626 8899. The maximum temporary limit allowable is up to RM 10,000 for non-Priority Banking Debit Cardholders and RM 20,000 for Priority Banking Debit Cardholders. The maximum duration allowed is one month. Upon the expiry date, the retail purchase limit will revert to your default limit.

Contactless Transaction
Q: Does HLISB’s Debit Card-i come with Contactless function?
A: Yes, all HLISB’s new Pin & Pay Debit Cards-i carry the Malaysian Chip Card Specification (“MCCS”) logo which come with a Contactless function that allows the Cardholders to perform a payment transaction by tapping or waving their Debit Card-i over a secure reader/terminal with no signature or PIN required.

Q: When is PIN or signature required for Contactless transactions?
A: When the Contactless transactions exceed the pre-defined threshold, you will be prompted to enter your PIN, or sign on the transaction receipt.

Q: What is the contactless transaction limit?
A: Contactless limit is capped at RM250 per transaction and upon reaching cumulative Contactless transactions of RM800, you are required to sign on a Transaction Receipt, or enter your PIN to reset the Contactless transaction limit.

Internet Purchase Limit
Q: How can I change my Internet Purchase Limit?
A: You can personally reset your Internet Purchase Limit via Hong Leong Connect.

·         Log on www.hongleongconnect.my

·         Under “Other Services” menu, go to “ATM/Debit Card” and select “Change Retail / Internet Purchase Limit”

·         Select from the relevant options (“Please change my”)

·         Enter your New Limit (MYR)

·         A TAC will be sent to your mobile phone

·         Enter the TAC, click “Confirm” and you’re done!

Alternatively, walk into the HLISB/HLB Branch where your account is maintained and our bank officers will readily assist you with the change.

Renewal
Q: How do I renew my Hong Leong Debit Card-i?
A: Prior to the expiry date, a reminder letter or SMS will be sent to you, or by any other means as determined by the Bank from time to time. Kindly visit the nearest HLISB/HLB Branch to obtain your replacement card as soon as you can.

Report of Loss Card
Q: What should I do if my Hong Leong Debit Card-i is stolen or lost?
A: You can immediately:

Report to Hong Leong Bank's 24-Hour Customer Service Center at 03-7626 8899 for lost card within Malaysia or overseas. Alternatively, you can call any member of VISA/MasterCard Worldwide or its nearest affiliate for overseas card loss. For Priority Banking customers, kindly call the Priority Banking Toll-Free Number at 1800-18-9000 for lost card notification to the Bank.

Notification has to be made to the Bank in person or via telephone, telegram, e-mail, and confirmation of the same has to be made in writing, accompanied by a police report.

Security Features
Q: What security features does the Hong Leong Debit Card-i possess?
A: Authorisation required: You must sign the transaction slip to approve the payment amount. For e-debit purchase, you are required to key-in your PIN number on the pin pad at point of purchase.

·         Minimum default retail purchase limit: it is set at RM2,000. You can decrease or increase this limit at any branch or change personally via HLB Connect at (www.hongleongconnect.my)

·         Telephone Banking Services: Our Self-Service Phone Banking and Hong Leong Call Centre 03- 7626 8899 is always open to assist you in blocking you Debit Card-i in order to prevent any misuse in case of loss or theft.

Q: Will I be reimbursed if a fraudulent transaction occurs via my Hong Leong Debit Card-i?
A: In the event your card is lost or stolen, and if any unauthorized transactions have been made on your card, you will not be liable for the unauthorized transactions and for the losses incurred*. Our Call Centre 03-7626 8899 is open 24/7 to assist you in blocking your Debit Card-i in order to prevent any misuse in the case of loss or theft.

*VISA/MasterCard you have exercised diligent care in safeguarding the card and promptly reported its loss to the Bank (for card loss in Malaysia) or any member of MasterCard Worldwide or its nearest affiliate (for card loss overseas). Notification has to be made to the Bank via telephone, telegram, facsimile, or e-mail and confirmation of the same has to be made in writing, accompanied by a police report.

Q: When using my Hong Leong Debit Card-i at the ATM, the screen says "card is invalid". Why is this, and what should I do next?
A: Your debit card-i cannot be "read" by the ATM machine. Some of the possible causes of this are a faulty card chip, or your card may have been blocked for security reasons. Please call our Hong Leong Contact Centre 03-7626 8899 for assistance, or walk into any HLISB/HLB Branch to have your card replaced immediately once we have confirmed that the card chip is faulty.

Q: How can I get my Hong Leong Debit Card-i replaced if it is lost, stolen, damaged or faulty?
A: Please visit any HLISB/HLB Branch to have your Hong Leong Debit Card-i replaced. The replacement cost is RM18.

Pin & Pay (“P&P”) Debit Card-i
Q: What is PIN?
A: A PIN, or Personal Identification Number, is a secret code either issued by HLISB/HLB to the Cardholder, upon request or selected by the Cardholder at any HLISB/HLB Branch in accordance with the application procedures on ATM services and includes changes on the same day made by the Cardholder as the case may be, from time to time. The Debit Card-i PIN for making purchases at retail shops is the same as the Automated Teller Machine (“ATM”) PIN that you use to perform ATM transactions. A PIN is required to authenticate and complete a Debit Card-i transaction be it at ATM, Point-of-Sale (“POS”) or any type of payment device that requires a PIN.

Q: Why is PIN safer than signing?
A: PIN usage can help protect against fraud due to lost or stolen cards as the PIN is only known to Cardholder. The risk of signature being faked/forged is reduced accordingly. Therefore, the PIN has to be protected in a highly secure manner and not to be disclosed to any third party.

Q: How do I keep my PIN secure?
A: Some measures to keep your PIN confidential and safe include: ∙ Do not use numbers associated with birthday or anniversary date, phone number, IC no., driver’s license as the PIN; ∙ Do not keep a written record of the PIN; ∙ Do not allow any third party to see your PIN when it is entered or displayed; ∙ Do not keep the PIN in a form that can be readily identified as a PIN; ∙ Do not disclose the PIN to any third party (including persons in apparent authority, family members or spouse); ∙ Do not negligently or recklessly disclose your PIN; and ∙ Notify HLISB/HLB if the PIN has become known to someone else and change the PIN immediately.

Q: Is the PIN the same for both ATM and POS transactions?
A: Yes.

Q: Can I have 2 different PINs for ATM and POS transactions?
A: No.

Q: Am I required to enter PIN whenever I use my Debit Card-i in Malaysia?
A: Yes, if you are prompted by the merchants to enter the PIN. Please be informed that effective 1 January 2017, all payment transactions performed via ATM, POS and/or other payment devices will require PIN.

Q: Am I required to enter PIN when I use my Debit Card-i overseas?
A: Yes, if you are prompted by the overseas merchants to enter your PIN. However, for those countries which do not support PIN-based transactions, you are required to sign the transaction receipts to complete the transactions.

Q: Is the PIN required for Debit Cards-i Card-Not-Present transactions (Auto Debit, Mail Order Telephone Order and/or online only)?
A: No, it is not required. The PIN is to be used at ATMs, POS terminals and/or other payment devices only. For secured online transactions, the Cardholders are required to key in the VISA/MasterCard Secured password instead, which will be sent to their mobile phone to complete the transaction.

Q: What happens if I use my Debit Card-i at a POS terminal not supporting PIN?
A: The POS terminal will process the transaction with your P&P Debit Card-i without prompting for PIN and you will be required to sign on the transaction receipt to complete the transaction.

Q: Can I use my P&P Debit Card-i in countries that are on magnetic stripe (example United States of America)?
A: Yes, the P&P Debit Card-i can be used globally where there is a presence of the payment brand (VISA/MasterCard).

Q: Am I required to enter PIN for a pre-authorized transaction (e.g hotel check-in)?
A: Yes.

Q: Am I required to enter PIN when I return goods to merchants for refund?
A: No.

Change of PIN
Q: Can I change my PIN (first or subsequent time) at another bank’s ATM?
A: No, you can only change your Debit Card-i PIN at HLISB/HLB ATMs.

Q: Is there any ruling when it comes to assigning a PIN number to the Debit Card-i?
A: No, but some measures/controls are highly encouraged.

Wrong/Forgot PIN
Q: What happens if I enter the wrong PIN?
A: Three attempts are allowed before your Debit Card-i is blocked. When the Debit Card-i is blocked, you are required to visit any HLISB/HLB Branches to be issued a new Debit Card-i. (limited attempts of PIN-entering protects against the possibility of fraud on your Debit Card-i).

Q: What happens if I forget my PIN?
A: You are required to change your Debit Card-i.

Others
Q: Can I identify an authorized Debit Card-i transaction on the Transaction Receipts and/or statement?
A: Yes, the transaction receipts and/or statement will display the word “PIN Verified”.

Q: Is the PIN printed on the transaction receipt?
A: No.

Q: Do I need to sign on the reverse of my Debit Card-i?
A: Yes, this is necessary as the signature will be used for verification in certain situations (e.g. travelling to a country where PIN is not used, where the terminals of merchants have not upgraded to support PIN-based transactions etc).

Q: Will all merchants know how to process a P&P transaction?
A: All merchants will be trained to perform a P&P (PIN-based) transaction. This will be done over a period of time till 31 December 2016.

Q: Is a signature still required on the Transaction Receipt after the PIN is entered?
A: The signature is not required on any Transaction Receipt once the PIN has been verified. The Sales Draft shall display the word “PIN Verified”.

Miscellaneous
Q: I am a foreigner with another bank's Debit Card. Can I use my ATM Card at HLISB/HLB ATMs?
A: Yes, you can. HLISB/HLB ATMs bear the VISA PLUS and/or MasterCard Cirrus logo and this gives you access to ATM facilities in Malaysia.

Q: Can I use the Easy Payment Plan (EPP) facility for purchases with my Hong Leong Debit Card-i?
A: No.

Card-Not-Present (“CNP”)

Q: What is the definition of Card-Not-Present (“CNP”) transactions?
A: CNP transaction is a card transaction made whereby a Cardholder is not physically present (i.e. non Face-to-Face) at the merchant when the payment is made. Examples of CNP transactions are Internet Purchase (non-3D secure transaction), Mail Order Telephone Order and Auto Debit.

Q: What is the definition of Overseas transaction?
A: An Overseas transaction is a transaction that is performed outside of the country (i.e. out of Malaysia). Overseas transactions include Point-of-Sale (“POS”) transactions and cash withdrawals that are made at ATMs outside of Malaysia.

Q: Why am I required to provide my consent to perform CNP and Overseas Transactions?
A: This is pursuant to new regulations that have been imposed by Bank Negara Malaysia which mandated all financial institutions and issuers to default and/or block any Debit Cardholders from making any CNP transactions that are not authenticated via strong authentication method such as dynamic password or any Overseas transactions using a Debit Card-i UNLESS the Debit Cardholder has expressly opted-in to perform such transactions. The requirement to opt-in seeks to ensure that adequate risk management measures and controls are in place among financial institutions and issuers, and to educate Debit Cardholders on the safe practices in order to mitigate the risks of unauthorized transactions, in particular CNP and Overseas transactions.

Q: What is considered as a Internet Purchase that is non-3D secure?
A: An Internet Purchase that is non-3D secure is a transaction that only requires Debit Cardholder to use the details on the card (i.e: Card Number, Expiry Date and CVV) to transact. In comparison, an Internet Purchase that is 3D secure requires the details on the card and One Time Password (“OTP”) to authorize the transaction.

Q: Can I opt-in only for Non-3D Secure Internet Purchases and not Overseas transactions?
A: Yes, Debit Cardholder may choose to opt in to any of these four (4) types of transactions: i. Non-3D Secure Internet Purchase ii. Mail Order / Telephone Order (MOTO) / Auto Debit iii. Overseas Retail Purchase iv. Overseas ATM withdrawal

Q: How can I opt-in to perform CNP and Overseas Transaction?
A: You may choose to opt in from the following channels:-

·         Hong Leong Connect at www.hongleongconnect.my

·         Hong Leong Connect Mobile App 

·         HLISB/HLB ATM

·         Call Centre – 03 7626 8899

·         HLB/HLISB Branches during banking hours

Q: If I am holding a Hong Leong ATM card, do I need to opt in as well?
A: You are required to opt in should you want to perform Overseas ATM withdrawal only.

Q: If I am residing Overseas, how can I opt in to perform such transactions?
A: Debit Card-I holders may opt-in via Hong Leong Connect Internet Banking at www.hongleongconnect.my, Hong Leong Connect Mobile App or contact Hong Leong Call Centre at 03-7626 8899. 

Q: If I opt in to perform CNP and Overseas transactions, will it be effective immediately?
A: Yes, it will be of immediate effect.

Q: Will this affect my existing recurring transactions (i.e: Auto Debit for insurance/utilities, etc.) if I do not perform the opt-in?
A: Yes. Your auto debit transactions may be disrupted, it is advisable for you to check on your auto debit transaction(s) in January and February 2016.

Q: What is the risk associated to CNP and Overseas transactions?
A: When a CNP and/or Overseas transaction is performed, there is a risk of your account data being compromised or the information being used for unauthorized purchases and/or cash withdrawals. Please be reminded that in the case of Overseas transactions, the card verification features for POS transactions may vary from country to country and some countries/merchants may not adopt a more stringent approach. Fraudulent transactions may occur if your account data is compromised