Frequently Asked Questions - Security

Security

Beware of financial scams and fraud calls

Watch these videos to learn how to safeguard yourself against scams.

  • You receive an email, SMS or phone call claiming to be from Hong Leong Bank, asking you to provide personal financial / security information or TAC
  • You receive emails or SMS containing a URL internet link which will lead you to a fraudulent unsecured login site
  • You receive emails requesting you to open attachments or free software that may contain malicious software like viruses, spyware and trojans that are designed to steal your personal data
  • Pop-up advertisements asking for personal or financial information are likely fraudulent, so it's better to just close them

Hong Leong Bank has incorporated the following security features:

 

  • Up to 256-bit encryption with 128-bit minimum enabled by EV SSL certificate to secure online transactions.
  • 8-16 characters of alphabets and numbers Password for all Hong Leong Connect customers.
  • ATM PIN / Credit Card ATM PIN / Temporary ID for registration or reset with Hong Leong Connect. TAC will be used as an additional method to identify that it is you who is authorising the session / transaction in Hong Leong Connect Online. TAC will be auto-triggered to your registered mobile number to authenticate certain online transactions, several settings, registration and reset.
  • Security Question will be prompted when an unusual online or mobile banking activity is being detected.
  • Security Picture to confirm that you are accessing the genuine Hong Leong Connect Online or Mobile.
  • Hong Leong Connect Online or Mobile will automatically log off if there is no activity performed after a while.
  • Your Hong Leong Connect will be deactivated (dormant) if you do not login for 3 months.

1. What is a scam call

 

  • Scam Call occurs when a customer receives a call from an impersonator, often from a bank and claiming a defaulted payment such as in the case of credit cards or personal loans.
  • The fraudster may attempt to obtain the victim's personal banking information by claiming to be an officer from Bank Negara Malaysia (BNM) or Police DiRaja Malaysia (PDRM).
  • To make it sound even more convincing, the officer may inform the victim that there is an arrest warrant under the victim’s name.
  • The fraudster would then ask the victim to transfer funds into a 3rd party account.

 

2. How to spot a scam call

 

The following common phrases may help you unmask a scam call:

  • "You have a credit card transaction which requires verification”, where in fact you do not have a credit card with the bank
  • “You have a personal loan of RMXX,XXX which is in default”, where in fact you do not have a personal loan with the bank
  • “You have an arrest warrant and you are required to transfer your money to a 3rd party account”
  • “You’ve been specially selected” (for this offer)
  • “You’ll get a free bonus if you buy our product”
  • “You’ve won one of five valuable prizes”
  • “This investment is low risk and provides a higher return than you can get anywhere else”
  • “You have to make up your mind right away as there is no time to waste”

 

3. Modus operandi example

 

  • Victim receives a telephone call, requesting to confirm a credit card transaction for the purchase of goods or services.
  • When the victim calls the telephone number provided, the fraudsters pretend to be an agent of a bank, and again, ask the victim to confirm whether the credit card transaction had taken place.
  • When the victim says that he has no such credit card or transaction, the fraudster will sound concerned and advises the victim to lodge a report with Bank Negara Malaysia's ‘Unit Kad Kredit Palsu’, or with the commercial bank's‘ credit card management department’. The victim will be given a fake telephone number to lodge a report.
  • Upon calling the telephone number provided, the victim is greeted by an automated voice message identifying them as Bank Negara Malaysia. The call will then be answered by someone claiming to be a Bank Negara Malaysia officer. This person will request personal banking information under the pretense of lodging a complaint on behalf of the victim.
  • The fraudster now instructs the victim to transfer money out of his/her account. The victim either withdraws cash, or transfers money, to be placed with an unknown third-party account purportedly for safe keeping or investigation.
  • In other cases, fraudsters will request information relating to the victim's banking and credit card accounts. Information gained will be used to illegally transfer funds out of the victim's bank account.

 

4. What can you do when you come across a suspicious caller

 

  • Keep calm.
  • Do not provide any of your banking information.
  • Be skeptical – Bank officers will never call you to ask for your credit/debit card or personal banking information.
  • Talk to your family or friends or contact your bank call centre before taking any action.
  • In doubt, please contact the bank’s call centre which can be found via the bank’s official websites or the call centre contact number at the back of your credit / debit card.
  • Remember that:
    • Banks never request for your personal or financial information.
    • Banks never asks customers to transfer money to a 3rd party account.
phishing help support en

 

What is Phishing?

Phishing is an automated form of social engineering used by fraudsters to deceive one to give away sensitive information. The initial phishing email is designed to entice the recipient to open the email and click on the link provided. The fraudsters use multiple methods to do this including enticing subject lines, forging the address of the sender, using genuine looking images or text and disguising the links within the email.

 

 

How to protect yourself from Phishing?

Never click on unknown website link or open an attachment sent via email, SMS, Twitter, WhatsApp or other popular text/instant communication applications, especially when the content is related to financial matters.

malware alert help support en

 

1.0 What is Malware?

Malware is short for Malicious Software.

The commonly known malwares are like viruses, worms and trojan horses. Malware is any kind of hazardous software that is installed in your electronic device without your knowledge or consent.

 

 

2.0 How does the "Zeus" malware work on infected computer or mobile/table devices?

Once the device is infected with malware, the fraudster is able to inject modified fake contents or pages while you are accessing a legitimate online banking website via your Internet browser.

 

 

IMPORTANT NOTE:

The bank will never communicate to you with urgent appeals that your account may be suspended or closed if you fail to confirm, verify or authenticate your company's banking information on the website.

 

 

3.0 Does the "Zeus" malware affect all smartphone operating systems?

Based on initial analysis by Malaysia Computer Emergency Response Team (MyCERT), the affected systems are:

  • Smartphone running on Android platform
  • Vulnerable and unlatched Windows Operating System

 

 

4.0 How does malware infect your computer, smartphones or table device?

4.1 From email with Website URL hyperlinks or attachments: Opening an email attachment or clicking on a hyperlink may contain and allow the malware to be installed into your PC, smartphone or table devices. When receiving an email with a hyperlink or an attachment, if the email was not expected or from someone you don't know, delete it. If the email is from an organisation or someone you know and you're not expecting it or requested for it, be cautious too; do not click on the given hyperlink or open the attachment as instructed, contact the sender to verify beforehand

 

4.2 From mobile SMS or MMS with website URL or attachments: Same as above emails with hyperlinks or attachments

 

4.3 From instant mobile or web messaging with website URL or attachments: Same as above emails with hyperlinks or attachments. Examples of instant messaging are WhatsApp, Twitter and Line.

 

4.4 Accepting without reading: A user accepts what is prompted on the screen without reading the prompt or understand what it's asking. For example: while browsing a webpage, an Internet advertisement or window appears that says your computer is infected with a virus or malware; you have won a prize; asking to complete a survey or that a unique plug-in is required. Without fully understanding what is it you're getting, you accept the prompt that will install a malware.

 

4.5 Downloading applications (apps) from a website: download programs only from the reputable websites and with a valid digital signature. If you are unsure, leave the site and research the website and the software you are being asked to install. If it is OK, you can always come back to site and install it. Files that don't have a digital signature or were downloaded from an unknown source should always be treated as dangerous.

 

4.6 Not running the latest operating system, web browser or application updates: Running a web browser, applications or operating system that is not up-to-date with the latest updates can be a big security risk and can be a way your computer becomes infected. Some of the updates from your computer, smartphone/mobile, table device manufacturer, web-browser or application provider (e.g. Microsoft, Apple, Blackberry, Samsung, LG, Adobe, Google, Mozilla etc), are security updates. Make sure you perform and have the latest updates to minimise the risk of malware infections.

 

4.7 No antivirus scanner: It's highly recommended that you have some form of antivirus on your computer, smartphone/mobile or tablet devices to help clean it from any infections currently on the computer and to help prevent any future infections

 

 

5.0 How to protect yourself from malware?

5.1 Never click on unknown website link or open an attachment sent via email, SMS, Twitter, WhatsApp or other popular text/instant communication applications, especially when the content is related to financial matters.

 

5.2 Be a smart surfer when browsing websites that are new to you, be careful of any pop-up window that request for your personal information or prompts you to use certain program.

 

5.3 Be very selective of the files or programs that you would like to download, always double-check the genuineness of the website and the source, even if it comes from your friends.

 

5.4 Keep your operating system, internet browser, applications and firewall up to date.

 

5.5 Install robust anti-virus, anti-spyware and firewall software on your computer and other devices and configure it to update automatically in a regular internals.

 

5.6 Run full system scan periodically to remove any new found virus or malware, and you must reset your password and clear all browser caches, history, cookies, before you login to your online banking again.

 

 

6.0 Take note of any unusual signs on the daily handling of your mobile devices:

6.1 High frequency of apps crash unexpectedly

 

6.2 Device battery drains out quickly

 

6.3 Pop-up notification or advertisement to install other apps

 

6.4 Overall device performance becomes sluggish without apparent reason

 

6.5 Outgoing and incoming SMS/calls being disrupted

 

 

7.0 IMPORTANT REMINDER when you're assessing Hong Leong Connect:

7.1 Do not respond to any form of pop-up screen or window or additional web pages asking for your personal info and smartphone platform (Android, Windows, etc)

 

7.2 Do not simply download and install/update any app on your computer or mobile/tablet devices without verification

 

7.3 Do not root or otherwise 'Jailbreak' your computer or mobile/tablet devices and avoid side loading (installing from non-official sources)

 

7.4 Notify the Bank immediately when you came across anything suspicious or unusual web pages asking for personal information when you are about to login to your Hong Leong Connect BIZ.

 

7.5 You are advised not to proceed with your online banking transactions until your computer or device has been checked and disinfected

password cracking help support en

 

Password Cracking

Password cracking is a common way to retrieve a password by repeatedly trying to guess for the password. The most common method of password cracking is guessing and dictionary attack.

 

keystroke logging help support en

 

Keystroke Logging

Keystroke logging or more commonly known as key logging is a way of obtaining passwords or info by capturing what user's type. It is a diagnostic tool that comes in the form of software or hardware (i.e. inserted in the keyboard).

 

login spoofing help support en

 

Login Spoofing

Login spoofing is a way of obtaining a user's username and password. The user is presented with the bank's Login page to prompt for the username and password. When the username and password are entered, the information is then passed to the attacker.

 

shoulder surfing help support en

 

Shoulder Surfing

Shoulder surfing as it suggests, is a way of obtaining a user's username and password by peeping.

spyware help support en

 

Spyware

Spyware is a computer software that is often installed into a PC without user's knowledge and usually takes place during user's download of free software, games or subscribing to free online services from the Internet. Once installed, it does not only monitor user's surfing activity but also capable of retrieving any personal and sensitive information that is being transmitted on the Internet before it is sent in the background to interested parties.

 

trojan horse help support en

 

Trojan Horse

Trojan horse is a type of malware (malicious software) which allows unauthorised access by attacker to user's computer and more often for the purpose of data theft (e.g. personal information, bank account numbers and password). It can be spread through opening email attachment from unknown person or visit to unknown websites.

mule scam help support en

 

Mule Scam

As the result of responding to spam email or job recruitment that offers opportunities to make easy money, a person could fall for a mule scam. This person is known as "money transfer agent" or "money mule" whereby a mule's bank account is used to receive stolen money from phishing victims and such account also act as a transit prior to the funds being sent abroad and later to be withdrawn by the fraudsters.

atm card skimming help support en

 

ATM Card Skimming

A skimming device is used to copy an ATM card's security information on its magnetic stripe in order to reproduce the customer's information on a counterfeit card.

 

atm card swapping help support en

 

ATM Card Swapping

A customer's card is swapped with another card without their knowledge during an ATM transaction.

 

atm card jamming help support en

 

ATM Card Jamming

An ATM's card reader is tampered with the intention to trap a customer's card. The criminal removes the card once the customer has walked away from the ATM Machine.

 

atm pin compromising help support en

 

Shoulder Surfing & ATM Pin Number Compromising

An individual stands next to someone and observes as they enter a PIN number at an ATM machine. Shoulder surfing can also be done via long distance with the aid of either a binoculars or other vision-enhancing devices.

 

telephone tapping help support en

 

Telephone Tapping

Telephone tapping is the unauthorized monitoring of telephone and Internet conversations and / or key tone by a third party. Phone Tapping is possible on a public switched telephone network and can be difficult to detect. To minimize the risk, consider disabling your mobile phone's Bluetooth connection to prevent any unauthorized access to signal sent from and to your phone. Visit BNM Financial Fraud Alert website for more info.

Con artist today have taken to all sorts of methods to try and trick unsuspecting victims. Their goal is to get the account holder’s private information for fraudulent uses.

 

We've put together a guide to show you how to do your banking safely online.

 

Download PDF

sharing help support en

 

Sharing Is Not Always Caring

Never share information such as your username, password, MyKad number and etc. via emails or pop-up windows and phone calls.

 

dont click help support en

 

Don't Click

Links in emails, SMSs, or pop-ups. Always type the web address yourself.

precise help support en

 

Be Precise

Always type in the correct internet banking website address directly into the address bar of your internet browser.

 

securely store help support en

 

Shred or Securely Store

Your printed statements.

 

complicated help support en

 

Make It Complicated

Your password that is, Create one using a combination of alphabets and numbers, which makes it harder to guess. Make sure you never write your password down and that it's changed regularly.

 

check monitor help support en

 

Check & Monitor

Your transaction records as often as you can! This way you will notice if there is anything suspicious.

 

private help support en

 

Keep It Private

Never use a public computer or an unsecured wireless network (WiFi) when performing online transactions.

 

auto complete help support en

 

Disable the Auto-complete & Auto-save Function

For usernames and passwords.

 

cache help support en

 

Don't Keep Your Cache

After every online session, clear your internet cache. Usually this button is under the Internet Options section of your internet browser.

 

padlock help support en

 

Look Out For the Padlock on Your Browser

When visiting websites that require you to share your security information. Make sure it's there as the icon indicates that the website uses a secure connection. When it comes to your online safety. Visit www.mycert.org.my to find out the latest internet thread.

 

doubt help support en

 

If You Doubt It, Junk It

No matter how legitimate it may seem, never respond to unsolicited emails.

invest help support en

 

Invest A Little

In computer security such as a personal firewall, anti-spy, and anti-virus software. Make sure it's updated regularly!

For enquiries connect with us online or drop by your nearest Hong Leong Bank Branch.