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Home > eCosway - Alliance Bank MasterCard Payment Card > Frequently Asked Questions > Lost Payment Card

eCosway - Alliance Bank MasterCard Payment Card - Frequently Asked Questions

Lost Payment Card

1. What should I do when my Payment Card is lost or stolen?
2. How soon can I receive a replacement card?
3. Do I have to pay for the replacement card?
4. Do I need to submit any documents to the bank after I report the lost or stolen card?
5. What do I do if I realize that my card has been used after I reported it lost / stolen? Will the bank reverse the unauthorized transaction amount?
6. What if my card is counterfeited and the counterfeit is used for unauthorized transactions? Will the bank reverse the unauthorized transaction amount?

Lost Payment Card

1. What should I do when my Payment Card is lost or stolen?
   You must immediately report the lost or stolen card to Alliance Bank by calling its 24-hour Customer Service line at 603-5516 9988. Back to top
2. How soon can I receive a replacement card?
   As soon as Alliance Bank receives your report, Alliance Bank will arrange for an immediate replacement. You can collect your replacement card at a specified branch (the one you chose on your original application form) 5 working days after you made your report. You will also be mailed a notification that your replacement card is ready for collection. If you decide that you do not want a replacement card, but would rather cancel the account, Alliance Bank will not send you one. Back to top
3. Do I have to pay for the replacement card?
   Yes, a replacement fee of RM 50 will be charged for each card replaced. Back to top
4. Do I need to submit any documents to the bank after I report the lost or stolen card?
   You will need to submit a police report after you have contacted Alliance Bank. The police report is necessary for investigation purposes if any unauthorized transactions are made using your reported lost or stolen card. Back to top
5. What do I do if I realize that my card has been used after I reported it lost / stolen? Will the bank reverse the unauthorized transaction amount?
   If there is substantial proof that the transaction was unauthorized, the bank will reverse the transaction amount from your card account. However, the bank will not reverse the amount if the unauthorized transaction was incurred before the bank received the lost / stolen card report. It is the responsibility of cardholders to report the loss of their cards immediately after realizing that it is lost / stolen. Back to top
6. What if my card is counterfeited and the counterfeit is used for unauthorized transactions? Will the bank reverse the unauthorized transaction amount?
   If you suspect that your card has been counterfeited and used fraudulently, please call Alliance Bank’s customer service number and quote your statement details as required. You will be advised to submit a written transaction dispute and Alliance Bank will perform the necessary investigation. If there is substantial proof that your card was counterfeited and used fraudulently, the bank will reverse the relevant transactions. Back to top