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    Unauthorised Transaction Reporting Form

    Information input
    Information input
    Verify
    Acknowledgement
    Step 1/4
    Important notes

    Please make sure the details you enter are correct. Your credit card or spending card will be suspended immediately according to the details provided and you won't be able to make any changes after proceeding.

    We'll refer your case to relevant departments to investigate and follow up. We'll contact you via SMS or phone within 7 business days.

    Cardholder information
    Declaration

    Important notes

    1. After you tap "Next", we'll suspend this card immediately and purchase transactions, bill payments, recurring automatic merchant payments, ATM transactions and related functions will be suspended.
      Certain transactions or functions won't be affected, e.g. existing direct debit or standing instructions for card repayment, recurring auto repayment, Octopus Automatic Add Value Service, fully redeemed +FUN Dollars transactions, certain small value payWave / contactless payment transactions, fees and charges.
    2. The information provided on this form will only be used for reporting unauthorised transactions and will not be updated in our bank record.
    3. We'll refer your case to relevant departments to investigate and follow up. We'll contact you via SMS or phone within 7 business days.
    4. In case of any dispute, the decision of Hang Seng and respective Card Associations shall be final.

    Important notes

    1. After you tap “Next”, we'll refer your case to relevant departments to investigate and follow up. We'll contact you via SMS or phone within 7 business days for the unauthorised transactions.
    2. The information provided on this form will only be used for reporting unauthorised transactions and will not be updated in our bank record.
    3. In case of any dispute, the decision of Hang Seng and respective Card Associations shall be final.

    Important notes

    1. After you tap “Next”, we'll refer your case to relevant departments to investigate and follow up. We'll contact you via SMS or phone within 7 business days for the unauthorised transactions.
    2. The information provided on this form will only be used for reporting unauthorised transactions and will not be updated in our bank record.
    3. In case of any dispute, the decision of Hang Seng and respective Card Associations shall be final.
    About your card and the unauthorised transaction
    Unauthorised transaction details
    Add another unauthorised transaction
    Declaration

    Important notes

    1. We'll refer your case to relevant departments to investigate and follow up. We'll contact you via SMS or phone within 7 business days and arrange a temporary refund for the unauthorised transactions.
    2. For the outstanding balance shown on your statement, please omit the amounts of the unauthorised transactions until we complete the investigation. If the temporary refund can't be arranged before your statement due date resulting in additional charges, please notify us to follow up.
    3. For your account security, we recommend you to also report your case to the Hong Kong Police Force and get a police witness statement to assist the police in handling your case. We may ask you to provide the police witness statement for further investigation.
    4. The investigation takes around 8 to 10 weeks. The dedicated departments may contact you directly to follow up on the case if needed.
    5. If the result shows that you‘re responsible for the transactions, we'll arrange to reverse the temporary refund (if any) from your relevant card and notify you in writing.
    6. In case of any dispute, the decision of Hang Seng and respective Card Associations shall be final.

    Important notes

    1. For your account security, we recommend you to also report your case to the Hong Kong Police Force and get a police witness statement to assist the police in handling your case. We may ask you to provide the police witness statement for further investigation.
    2. The investigation takes around 8 to 10 weeks. The dedicated departments may contact you directly to follow up on the case if needed.
    3. If the result shows that you‘re responsible for the transactions, we'll notify you in writing.
    4. In case of any dispute, the decision of Hang Seng and respective Card Associations shall be final.

    Important notes

    1. For your account security, we recommend you to also report your case to the Hong Kong Police Force and get a police witness statement to assist the police in handling your case. We may ask you to provide the police witness statement for further investigation.
    2. The investigation takes around 8 to 10 weeks. The dedicated departments may contact you directly to follow up on the case if needed.
    3. If the result shows that you‘re responsible for the transactions, we'll notify you in writing.
    4. In case of any dispute, the decision of Hang Seng and respective Card Associations shall be final.
    Important notes
    Please make sure all information is correct before proceeding.
    Cardholder information
    Name
    Card type
    ID type
    Date of birth
    Mobile number
    About your card and the unauthorised transaction
    Unauthorised transaction details
    Declaration
    I understand and agree to all the important notes. I confirm that all information provided above is true, correct and complete.

    Important notes

    1. We'll refer your case to relevant departments to investigate and follow up. We'll contact you via SMS or phone within 7 business days and arrange a temporary refund for the unauthorised transactions.
    2. For the outstanding balance shown on your statement, please omit the amounts of the unauthorised transactions until we complete the investigation. If the temporary refund can't be arranged before your statement due date resulting in additional charges, please notify us to follow up.
    3. For your account security, we recommend you to also report your case to the Hong Kong Police Force and get a police witness statement to assist the police in handling your case. We may ask you to provide the police witness statement for further investigation.
    4. The investigation takes around 8 to 10 weeks. The dedicated departments may contact you directly to follow up on the case if needed.
    5. If the result shows that you‘re responsible for the transactions, we'll arrange to reverse the temporary refund (if any) from your relevant card and notify you in writing.
    6. In case of any dispute, the decision of Hang Seng and respective Card Associations shall be final.

    Important notes

    1. For your account security, we recommend you to also report your case to the Hong Kong Police Force and get a police witness statement to assist the police in handling your case. We may ask you to provide the police witness statement for further investigation.
    2. The investigation takes around 8 to 10 weeks. The dedicated departments may contact you directly to follow up on the case if needed.
    3. If the result shows that you‘re responsible for the transactions, we'll notify you in writing.
    4. In case of any dispute, the decision of Hang Seng and respective Card Associations shall be final.

    Important notes

    1. For your account security, we recommend you to also report your case to the Hong Kong Police Force and get a police witness statement to assist the police in handling your case. We may ask you to provide the police witness statement for further investigation.
    2. The investigation takes around 8 to 10 weeks. The dedicated departments may contact you directly to follow up on the case if needed.
    3. If the result shows that you‘re responsible for the transactions, we'll notify you in writing.
    4. In case of any dispute, the decision of Hang Seng and respective Card Associations shall be final.
    You've successfully reported your case for unauthorised transactions

    Reference number: {#ref_no}

    Important notes

    We'll refer your case to relevant departments to investigate and follow up. Also, we'll contact you via SMS or phone within 7 business days.

    Please note that your card has been suspended. Card transactions, recurring automatic merchant payments, ATM transactions and related functions won't go through. For more details, please refer to the Suspected Fraud FAQ.

    We'll refer your case to relevant departments to investigate and follow up. Also, we'll contact you via SMS or phone within 7 business days.

    If you want to suspend your debit cards now, please call our customer service hotline (852) 2998 9188. Once the card is suspended, it will not show on My Debit / ATM Cards.

    To keep your card safe, please read the Suspected Fraud FAQ.

    We'll refer your case to relevant departments to investigate and follow up. Also, we'll contact you via SMS or phone within 7 business days.

    If you want to suspend your ATM cards, please call our customer hotline (852) 2822 0228 and press #7 after language selection.

    To keep your card safe, please view security tips on ATM service.

    Cardholder information
    Name
    Card type
    ID type
    Date of birth
    Mobile number
    Unauthorised transaction details
    Back
    Next Next Confirm

    An error occurred

    We're unable to process your instruction at this moment.

    Please call us for assistance.

    24-hour credit card customer service hotline:

    • Hang Seng Travel+ Visa Signature Card / Platinum Card / MMPOWER World Mastercard / Hang Seng Commercial Card

    (852) 2998 8222

    • Hang Seng Credit Card

    (852) 2398 0000

    • Hang Seng enJoy Visa Platinum Card 

    (852) 2998 8888

    • Hang Seng enJoy Visa Card 

    (852) 2998 8188

    • Hang Seng Visa Infinite Card 

    (852) 2998 8228

    • Hang Seng Prestige World Mastercard / Hang Seng World Mastercard 

    (852) 2998 8111

    • The Hong Kong Jockey Club Membership Card / The Racing Club Membership Card 

    (852) 2998 8833

     

    Debit card customer service hotline:

    • Prestige Private customers

    (852) 2998 8022

    • Prestige Banking customers

    (852) 2998 9188

     

    ATM Card (banking) customer service hotline:

    • Prestige Private customers

    (852) 2998 8022

    • Prestige Banking customers

    (852) 2998 9188

    • Preferred Banking customers

    (852) 2822 8228

    • Integrated Account customers

    (852) 2912 3456

    • Other customers

    (852) 2822 0228

    Need more help?

    Call us

    24-hour report lost card hotline: (852) 2836 0838

    Customer service hotline: (852) 2822 0228

    Other point(s) to note

    1. To learn more about anti-fraud tips, you can go to Security Information Centre.