Nizam checked his online banking account and found two unauthorised transactions totalling RM10,000 made on an e-commerce platform from his savings account with Bank A. Nizam stated he did not receive the Transaction Authorisation Codes (TACs) for these transactions. He also mentioned that his account on the e-commerce platform was inactive, and he had forgotten the password, making the transactions impossible.

Nizam claimed that Bank A had not provided any documents to verify the legitimacy of the transactions. Bank A maintained that there was no security breach in its system and that the transfers from Nizam’s account were legitimate. Dissatisfied with Bank A’s response to his complaint, Nizam filed a claim with us.

OUR FINDINGS

During the mediation session, Bank A presented reports showing that the transactions were made using Nizam’s username and password, with no failed attempts. The documents also indicated that the internet protocol (IP) address matched the one used for Nizam’s previous legitimate transactions.

Furthermore, Bank A’s records confirmed that the post-transaction notifications were sent to Nizam’s mobile phone, which he acknowledged was in his possession at the time of the unauthorised transactions.

OUTCOME

Nizam was satisfied with Bank A’s explanation and withdrew his claim. The case was resolved amicably at the Case Management stage.