Immediately lodge an official report to the following channels:

1. Call our Customer Contact Centre at 1300 88 1900 or +603-2613 1900 (Overseas) or;
2. Call National Scam Response Centre (NSRC) at 997 from 8am to 8pm daily or;
3. Go to the nearest branch to lodge an official report.

Once you have lodged an official report, please visit the nearest police station to file a police report as soon as possible and submit to us through email customercare@bsn.com.my or visit our nearest BSN branches.

Yes, you should still report the scam incident even if it happened more than 24 hours as your action may help reduce potential losses and protect others from being targeted.

By lodging the report, you are aiding the authorities in taking action against the scammers and minimizing further damage.

When reporting a scam incident to your bank, the National Scam Response Center (NSRC), or Royal Malaysian Police (RMP), you should have the following information ready:

1. Brief description of scam/ fraud incident:
   1. Chronology of events including date and time
   2. Financial Losses (RM)
      
      
2. Your Personal Details:
   1. Full Name;
   2. Identity Card Number;
   3. Bank Account Number;
   4. Contact Number and Alternative Contact Number;
   5. E-mail address (if any).
      
      
3. Suspect (Scammer) details:
   1. Name and Phone Number;
   2. Transaction Details (the bank accounts number and the bank's name involved, the amount and the time of the transaction was made).
      
      
4. Transactions Receipt;
   
   
5. Website Address (URL) shared by criminals;
   
   
6. Communication with criminals (eg call logs, emails, conversations via SMS / WhatsApp / Telegram / WeChat / e-commerce / other platforms).

Once the complaint is lodged:

1. Your complaint will be acknowledged within 24 hours;
2. If we require any additional information to assist with the investigation, we will reach out to you within three (3) working days.
3. We will thoroughly investigate the matter and coordinate with the relevant parties to ensure a resolution. Our aim is to resolve your complaint within 14 days from the date of receipt;
4. If a complaint requires further investigation, we will keep you informed and notify you of any necessary extension of time.

Customer may contact our Customer Contact Centre to follow up the case.

If your bank account has been blocked, please contact our Customer Contact Centre or visit the nearest branch.

If your BSN accounts have been compromised, promptly contact your other banks to protect and secure your accounts. Actions such as changing passwords, freezing bank cards, or temporarily blocking the accounts may be necessary.

If you need to be contacted, the NSRC, the police or bank will not ask for your personal banking information, such as your username, password, PIN, TAC or OTP.

If you receive such request, please hang up and contact our Customer Contact Centre immediately.

1. Regularly check transaction alerts, account balances, and statements. Report any unauthorized transactions, errors, or discrepancies to the bank immediately.
   
   
2. Verify the authenticity of messages from the bank and take appropriate action if you detect any fraudulent messages.
   
   
3. Read security tips or warnings on our website before providing confidential information to the bank or third parties.
   
   
4. Comply with the following obligations:
   1. Do not disclose banking credentials (Username and Password) to third parties,
   2. Keep your device secure
   3. Report any security breaches or loss of devices to the bank as soon as you become aware of them.

Always verify the unknown third party through SEMAKMULE website at https://semakmule.rmp.gov.my/

Semak Mule is a portal and mobile application developed by the Royal Malaysia Police (PDRM) through the Commercial Crime Investigation Department (CCID). It allows users to check if a bank account or phone number has been involved in any criminal activities, particularly scams.

By using Semak Mule, you can verify the legitimacy of bank accounts and phone numbers before proceeding with transactions, helping to protect yourself from becoming a victim of fraud. The app is available for download on Google Play Store and can also be accessed through the CCID portal.

Before responding to any SMS claiming to be from your bank, always verify their authenticity by checking the sender’s details, such as phone numbers and cross referencing it with official bank communication channel. Avoid clicking on links or downloading attachments from suspicious SMS.

If you suspect that a SMS is fraudulent, take the following steps:

1. Do not respond or engage;
2. Contact your bank directly by using the official Customer Contact Centre number;
3. Report the fraudulent SMS and follow the bank reporting procedure;
4. Delete the SMS;
5. Monitor your accounts for any unauthorized transactions and report any suspicious activity immediately.

Before responding to any SMS claiming to be from your bank, always verify their authenticity by checking the sender’s details, such as phone numbers and cross referencing it with official bank communication channel. Avoid clicking on links or downloading attachments from suspicious SMS.

If you suspect that a SMS is fraudulent, take the following steps:

1. Do not respond or engage;
2. Contact your bank directly by using the official Customer Contact Centre number;
3. Report the fraudulent SMS and follow the bank reporting procedure;
4. Delete the SMS;
5. Monitor your accounts for any unauthorized transactions and report any suspicious activity immediately.