#BeAProAgainstCons with OCBC – empowering you to bank safely and securely

If you suspect you have fallen prey to fraud or theft, please visit any OCBC Bank branch or call our Personal Banking hotline at 6363 3333 (or +65 6363 3333 if you are overseas) and press 9 to report fraud. To temporarily freeze all your accounts, you can activate the emergency kill switch via the OCBC Digital app, selected OCBC ATMs or our hotline (press 8).

You can dispute a transaction in three simple ways:

Via OCBC Internet Banking

1. Log in to OCBC Internet Banking with your Access Code and PIN
2. Go to ‘Customer Service’ > ‘Cards’, then select ‘Dispute credit card transaction’
3. Select the relevant card and transaction to dispute
4. Select ‘Yes’ or ‘No’ when asked if you know the merchant
5. Select a reason for disputing the transaction and submit the necessary information/attach relevant supporting documents (if any)

Via the OCBC Digital app

1. Log in to the OCBC Digital app
2. Tap on the menu bar at top left
3. Tap on ‘Card services’
4. Select ‘Dispute transactions’
5. Select the relevant card and transaction to dispute
6. Select ‘Yes’ or ‘No’ when asked if you know the merchant
7. Select a reason for disputing the transaction and submit the necessary information/attach relevant supporting documents

Alternative manual option

1. Print and complete a Dispute Declaration Form
2. Attach relevant supporting documents
3. Email or mail the completed form to us

Unauthorised transactions should be reported to the Bank within 7 days upon receiving Cards statement, or immediately upon receiving SMS notification alerts for the unauthorised transaction. The Bank will require you to submit the necessary information or supporting documents. The Bank will assist you to report the unauthorised transactions to the associations e.g., Visa or Mastercard in accordance with their respective rules. The fraud-related dispute rules relating to unauthorised transactions has a limit of up to 35 claims for Visa Cards and up to 15 claims for Mastercard Cards. There are no dispute rights for fully authenticated transactions such as transactions with One Time Password input. All decisions are subject to the respective association's sole discretion. The information on limits is correct as of November 2019.

If you suspect or know that your computer or mobile device has been compromised, take a screenshot or picture of the suspicious content. Then, give us a call (using a separate, non-compromised mobile phone).

If you believe your personal and banking details are at risk of being stolen via the compromised device, you can temporarily freeze all your accounts by activating the emergency kill switch. You can do so via the OCBC Digital app, selected OCBC ATMs or our hotline (call 6363 3333 and press 8).

Learn more about the kill switch 

If you have incorrectly sent funds to a third party, please call us immediately.

You will need to provide full details of the incorrect transaction. These are the recipient’s unique identifier (including account number, identification number, name or other credentials entered by you); the date, time and purpose of the transaction; and the transaction amount.

We will do our best to help you recall the funds from the recipient and update you of the outcome. We may take up to 45 working days if your case is more complex.

You can easily report a lost or stolen card – just call us or do so via the OCBC Digital app. To report a lost card via OCBC Digital app:

• Log in to the OCBC Digital app
• Tap on the menu at top left
• Tap on ‘Card services’
• Tap on ‘Report lost card’
• Select the relevant card and follow the instructions provided.

Alternatively:

• Log in to the OCBC Digital app
• Tap on ‘What you owe’
• Select the relevant credit card
• Tap on ‘Manage your card’
• Tap on ‘Report lost card’ and follow the instructions provided.