Yepp, I will update. I submitted a dispute form yesterday afternoon, and the helpful CS said he will escalate. I will also report on their response time.

My card is now frozen and has minimal balance on it.

Will be interesting to find out if it is a "technical" / app / system error, or a case of card being compromised.

Yepp! You can definitely freeze and unfreeze as often as you like. I spoke to CS about it and asked if it would have any implications e.g. like trigger any alerts, or result in my card being blocked etc.

They said freezing/unfreezing is just like locking / unlocking the card and some people only "unfreeze" when they want to use.

For now, that's what I'm doing. I froze my card, but went online shopping last night. I just unfroze the card to load up my BP and perform the transaction, then froze it again. Works great!

This post has been edited by lilsunflower: Jan 16 2019, 04:23 PM

What I haven't tested yet though is if I can receive money from P2P while my card is frozen.

I will get a family member to send a nominal sum tonight to check this feature and report back.

Just a quick update. Currently using the freeze / unfreeze function while waiting for BP to investigate my case. For those doing the same thing, do take note that you can't receive P2P transfer (just tried). Not sure if this means all card activity (including receive refunds) is also affected.

It is hit and miss. Some people managed to successfully pay.

For me (plus 2 other family members), all our cards encountered same problem as yours. Could not pay road tax or maid permit in mid Jan.

Quick update on my BP dispute for the phantom ATM withdrawal issue I reported here (i.e. unknown ATM transaction at 3am showing up on my app, which was luckily declined due to lack of funds).

I reported the incident via in-app chat, and also submitted a dispute form minutes after on 15 Jan.

Until now there has been absolutely no reply from BP, which is pretty bad. I sent in a follow up e-mail just now, but I really shouldn't have to. I've not had any other bad experiences since then, as I keep my balance below RM300 and Freeze / Unfreeze as necessary. However, I would still like to know what this unknown transaction is, and BP's explanation for it.

Personally the inability to respond to a dispute after more than 2 weeks is awful. I would think that a properly run system would have prescribed response times as a KPI and at least update customers on status progress if an investigation is still ongoing, or if they need more time.

However, there has been ZERO contact from BP since I e-mailed my dispute form.

Imagine if actual money had gone missing from my account and they reacted the same way.

The in-app CS was the one who asked me to fill in the dispute as he said stuff like "we're sorry to hear about the suspicious capture in your account", "we will be investigating for you", "it doesn't tally with standard understanding".

At the very least, if they concluded that this is was just a technical issue or a glitch, they should still close the investigation and inform me.

I pay online every month on the website without any problem.

Haven't been able to receive OTP for the past half hour, tried 2 separate BP cards on both Digi and Hotlink...

Did you ask her if there was anything "wrong" with your withdrawals?

If I ever get such a call, I will ask what I have done wrong (i.e. should I stop), or if it is just a routine procedure.

Yes, correct, but wrong thread.

This will be terrible for people topping up cards for dependents (e.g. Children, spouses) who don't have credit cards.

Just sharing my experience here, which is consistent with previous posts from other people.

Last week I topped up my brother's BP using my CC. When I tried to use the same CC (which was already saved in my BP account) to top up my BP, today I got the CVC / Expiry date error, as reported by other users.

I have been using the same CC for both mine and my brother's accounts in the past even after the app update and when other people were reporting about the "CC can only be used on one account" in this thread. I assume that this means the new rule is being rolled out progressively, so everyone will eventually be on this new system. If you're still able to top up more than 1 account, don't be surprised if you suddenly can't anymore.

Upon contacting CS, they stated that this is a new security measure whereby a CC can only be used on one BP account, as there had been many cases of abuse by people using the same CC on multiple BP accounts. CS stated that once a card has been saved onto the BP account, it will not be able to be used on other BP accounts. He also advised that we should use our own CC for topping up BP, and if we want to "top-up" for others, we are free to use P2P.

Going forward, I'll be abiding by this new rule and only use my CC for topping up my own BP account. Hope we won't see further tightening of CC top up....

This post has been edited by lilsunflower: Mar 4 2019, 07:35 PM

Yes! They finally got back to me last week, after weeks and weeks of waiting.

In summary, they said that it was a double recording from the system. A little bit complicated, but I'll try to explain here:

1. On XX Jan I tried to withdraw cash from a CIMB ATM at a Petronas station, but was unsuccessful. My BP app reflected the transaction immediately as a "CIMB ATM" (Edit: should be Southern Bank) transaction, and marked it with strike out text (like normal unsuccessful transactions).

2. 3 days later, I got another separate entry on my BP app at 3am saying there was an unsuccessful ATM withdrawal from "Seven Bank" (Edit: Should be CIMB) at 3am.

CS explained that the second entry was due to some system process whereby the unsuccessful transaction was reported twice, as this was to show that it had been "reversed" (even though the first entry was already marked as unsuccessful). She said that although the two entries appeared unrelated on the app (i.e. CIMB Bank vs Southern Bank, and different dates), she confirmed that after internal tracing, it was confirmed that they were from the same transaction. The system just reported twice.

I gave my feedback that this double reporting an be quite misleading, and although it wasn't a "fraud", it is very worrying to get two separate transactions, and that weeks and weeks of waiting for them to trace the transaction and respond to my report was also not very satisfactory.

This post has been edited by lilsunflower: Mar 4 2019, 11:22 PM

For my case, BP said they would escalate to remove my card from mums account, and allow me to add to my own. However, from their language, it was a "one off" chance and totally subject to their discretion. Going forward I don't think there will be any more chances.

Moral of story - just stick with own card top ups to be safe.

I am glad to have this official clarification, as I believe in playing by the rules. However they should add this to their T&C or on their top up page so that we know the rules.

Sorry, I tend to get mixed up with names and finer details as I reported the incident here while I was waiting for CS to reply me, while panicking my head off that my account had been compromised. My purpose is to candidly share my experience (as best as I remember) and the gist of the story remains unchanged.

Just to clarify, the first (actual) transaction is "CIMB Bank Berhad", and the second "reversal" is "Southern Bank Berhad" (which I have never heard of). Edit: Ugh. Sorry, first transaction is Southern second is CIMB. See screenshots. I seriously get very confused telling this story as the names of the banks aren't the main issue.

I don't know how the two are related, but CS gave me some explanation about "CIMB brand machine can be different from processing bank". Again this is as best as I remember as it was on the phone, so don't quote me on it. But the important point was that she said it was traceable as one and the same transaction, but just double reported.

Re my BP account, the card is "locked" to my brother's account as this was the first top up since the "new rule". However, the card was also registered in both mine and my mum's accounts (as I had topped up both prior to the "new rule") and needed to be removed from ALL accounts in order for mine to be enabled. Again, sorry for discrepancies in details, but doesn't change the gist of it. My purpose is to share the info, but not the whole long grandma story.

This post has been edited by lilsunflower: Mar 4 2019, 11:43 PM


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Wow, you guys are experts! I wonder why the first transaction was reported as Southern Bank while the reversal was CIMB... It still doesn't make a lot of sense to me, but CS kept assuring me that they traced the transaction and checked approval code.

This post has been edited by lilsunflower: Mar 4 2019, 11:45 PM

Yes, that's the point of my story. I made her repeat this fact again and again, which she patiently did many times.

She also told me the reason why it took so long is because they traced everything back and wanted to make sure no security compromise before confirming with me.

She said definitely no double transaction (just double reporting) and definitely no need to reissue card or even do my Freeze / Unfreeze precaution anymore.

I did it through in-app, and it was fast, easy and very clear.

I also really like the fact that they will email a copy of the chat for your records. Then there is far less risk of miscommunication or misunderstanding.