What should I do if my credit card-i is lost or stolen?
You can temporary block/unblock your card via HSBC mobile banking app. Find out how
How can I change my HSBC credit card-i PIN?
You can call the credit card-i PIN Hotline at +603 8321 8999 to change your PIN.
How do I make an online payment to my HSBC credit card-i?
You can make online payments via the HSBC Online Banking and HSBC Malaysia Mobile Banking app.
How do I increase/decrease my HSBC credit card-i credit limit?
You can request for a higher credit limit on your credit card-i to enjoy extra financial flexibility and better manage your spending on the things you love. There are a few ways to do it:
Online banking
It's easy to increase of your Credit card-i limit online.
Complete the online form and one of our representatives will contact you on the next working day to complete the submission.
By phone
You can also request to increase your Credit card-i limit by giving us a call.
-HSBC Premier customers can contact your Premier Relationship Manager to arrange an appointment.
-All other HSBC customer can call 1300 80 2626 (+603 8321 5200 if you are overseas).
To decrease your Credit card-i limit, call 1300 80 2626 (+603 8321 5200 if you are overseas)
What should I do if there are transactions charged to my card which were not authorised by me?
If you notice a suspicious charge or didn't authorise a payment, here's how to raise a dispute.
If you don't recognise a transaction
There can be a number of reasons why your statement contains a charge that you don't recognise. Here are some possible explanations that might help you identify the transaction:
Check the retailer's name
Retailers are sometimes registered under a different name, so the one on your statement might not be what you expect. Try looking up the name on the internet to see if you can find more details on it.
Look out for additional charges
Some retailers, such as hotels, taxis, airlines or hired car services, can add additional surcharges to your basic payment package.
Check your receipts and your email inbox
Also, have a look at your email inbox, as you'll often get digital confirmation emails or receipts, and these might also contain the retailer's registered name.
Adjacent transactions
Check other transactions appearing on your statement with a similar timestamp. This may remind you of where you were when the transaction was made.
Consider exchange rates
If the transaction you don't recognise was made in a foreign currency, the final amount could be different to the amount at the time of your purchase. For refund transaction, the refund amount in Malaysia Ringgit could be different to the amount of your purchase.
Check with your supplementary cardholders
If you have supplementary cards under your account, ask if the supplementary cardholders might have made the transaction.
Check recurring payments
It could be that the transaction is part of a series of ongoing payments such as an autopay.
Free trials
If you signed up for a free trial recently, check the free trial period and its corresponding terms and conditions. The free trial could have expired, and you may now be paying for the goods or services.
How can I raise a dispute for the transaction(s) charged to my card?
First steps
In most cases you'll need to try and solve the problem by first contacting the retailer. If that proves unsuccessful, then you may contact us to raise a query about the transaction.
Contact us quickly
It's important that you contact us as soon as possible once you know that there is an issue. You'll need to raise a dispute within 60 days after the statement date (unless the merchant has closed down) so we have sufficient time to process your dispute request.
You can contact us using one of the following ways:
By phone
You may make a dispute request by calling our customer service hotline
Local Call Numbers: 1300 80 2626
International Call Numbers: +603 8321 5200
Online submission
Submit the Card dispute form online
How long does it take for the dispute to be resolved?
Under the scheme rules of respective Credit card-i associations, the process normally takes about 45 to 90 calendar days to complete.
Will I be informed if my dispute has been resolved?
Yes, you will receive an SMS notification if the transaction is accepted. Otherwise, a rejection letter will be issued for dispute transaction without chargeback rights.
Who can assist me on queries regarding disputes?
You may make a dispute inquiry request by calling our customer service hotline:
Local call numbers: 1300 80 2626
International call numbers: +603 8321 5200