{"id":9917,"date":"2026-04-28T10:34:51","date_gmt":"2026-04-28T02:34:51","guid":{"rendered":"https:\/\/www.fmos.org.my\/?p=9917"},"modified":"2026-04-29T15:29:19","modified_gmt":"2026-04-29T07:29:19","slug":"e-wallet-unauthorised-transactions","status":"publish","type":"post","link":"https:\/\/www.fmos.org.my\/en\/e-wallet-unauthorised-transactions\/","title":{"rendered":"e-Wallet &#8211; Unauthorised Transactions"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<p>Sharifah discovered unauthorised activity on her Lazada account, and her e-wallet account had been used to purchase play coins from Razor Gold. A total of nine transactions were made from her e-wallet account, which led to a deduction of funds from her account that she claimed was without her knowledge or consent.<\/p>\n\n\n\n<p>Sharifah contended that the merchant\u2019s representative had informed her that her mobile device location had been changed to Sandakan, Sabah, without her knowledge or authorisation.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>FINDINGS<\/strong><\/h5>\n\n\n\n<p>The disputed transactions totalling RM606 were performed on Sharifah\u2019s e-wallet account, which requires a 6-digit PIN for successful login. According to the e-money issuer\u2019s records, the transactions were carried out using Sharifah\u2019s own Samsung Galaxy Note 10, which has been bound since 14 January 2021, with no evidence of a new device login prior to the transactions.<\/p>\n\n\n\n<p>In addition to this, the disputed transactions were reloaded into her e-wallet account from her credit card via the auto-debit feature, which required an initial OTP verification. This feature allowed subsequent reloads using her linked \u201cfavourite card\u201d without requiring further OTPs, in line with the merchant\u2019s standard billing process.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>OUTCOME<\/strong><\/h5>\n\n\n\n<p>The case manager upheld the e-money issuer\u2019s decision. Dissatisfied with the recommendation, Sharifah referred the matter to adjudication for review. The Ombudsman agreed with the case manager based on the abovementioned findings and emphasised that the account holder is responsible for safeguarding their e-wallet account, including the account details and the device used to access it.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Sharifah discovered unauthorised activity on her Lazada account, and her e-wallet account had been used to purchase play coins from Razor Gold. A total of nine transactions were made from her e-wallet account, which led to a deduction of funds from her account that she claimed was without her knowledge or consent. Sharifah contended that [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":9918,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[26,25],"tags":[],"class_list":["post-9917","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-banking-islamic-banking-payment-systems","category-case-studies"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>e-Wallet - Unauthorised Transactions - FMOS<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.fmos.org.my\/en\/e-wallet-unauthorised-transactions\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"e-Wallet - Unauthorised Transactions - FMOS\" \/>\n<meta property=\"og:description\" content=\"Sharifah discovered unauthorised activity on her Lazada account, and her e-wallet account had been used to purchase play coins from Razor Gold. A total of nine transactions were made from her e-wallet account, which led to a deduction of funds from her account that she claimed was without her knowledge or consent. 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