No OTP or SMS alert


Mr X disputed two transactions in his credit card statement relating to an online purchase of 2 Apple iPhones. Mr X alleged that he neither receive the One Time Password (OTP) nor the sms alert relating to the two transactions. The merchant’s acquirer confirmed that the transactions were approved based on the authorisation code and the goods were delivered to a specific address. Mr X’s credit card number was also clearly stated in the purchase order. The address where the goods were delivered to is unknown to Mr X.


Investigation and Findings

Bank Y confirmed that the purchase was done online via the 3D secured platform and a OTP was sent to the Mr X’s mobile number registered with Bank Y. Bank Y stressed that by entering the OTP onto the merchant’s 3-D secured website, Mr X is deemed to have accepted the transactions and authorised the merchant for billing the transaction  pursuant to clauses 7(5) and 9 of the Credit Card Terms and Conditions. Mr X admitted upon being questioned during mediation that he had befriended a foreigner (lady) at a hotel on the day of the transaction. Mr X suspected that the person may have used his hand phone and credit card details without his knowledge to perform the alleged unauthorised transactions.



The case was amicably settled as Mr X agreed to pay in full the disputed amount. Bank Y agreed to waive all finance and late charges on the disputed amount.