To ensure that there will be no interruption in your financial arrangement(s), you are reminded the following notes relating to your counterfeit and replacement card:
- Check the transactions on your coming statement and raise a dispute within 60 days from statement date once you find any suspicious transaction.
- Contact us within 30 days to arrange a replacement card if you haven't done so. If we do not receive your replacement card request within 30 days, the primary card and any additional card(s) will be cancelled without further notice.
- If the counterfeit card is registered for e-statement, all the e-statement records will be removed from internet banking upon report the card as counterfeit.
- If the counterfeit card was added for any Mobile Payments service/ has arranged top up service for PayMe or other Stored Value Facilities /used to settle bills by auto pay/enabled with Hong Kong Jockey Club betting account link up function/has setup travel itinerary or forward-dated bill payment or overseas ATM daily withdrawal limit, all of above setting are no longer valid. Please register again with your replacement card (if applicable).
After arranging the replacement card…
- A new card with new card number and new ATM PIN will be arranged. The original card number and the ATM PIN will expire immediately.
If you receive the card by normal mail: Please call the activation hotline at +852 3163 0688. Follow the instructions to activate the card and set up the ATM PIN accordingly.
If you collect the card from our branch: The ATM PIN will be attached in the card collection advice. - If your counterfeit card is registered for making automatic periodic payments for premiums of HSBC life insurance policy with HSBC Life (International) Limited and/or personal medical insurance or personal general insurance with AXA General Insurance Hong Kong Limited applied through HSBC, we will help you link such automatic payment instructions to the new replacement card. If you cannot identify whether the counterfeit card has registered for the above insurance in previous conversation with our credit card service hotline colleague, please contact the respective insurance hotline for further enquiry and arrangement.
- If the counterfeit card is used to settle bills by auto pay, please arrange with respective merchants, associations or utility companies to change the payment instructions.
- If you have opened a PPS account by registering your counterfeit credit card, you will need to visit the PPS website to find out how to re-open the PPS account with your replacement card. If you are using PPS to settle the bill of your counterfeit credit card, you will also need to register your replacement card with PPS.
- If you only maintain one credit card, the Personal Internet Banking will be suspended immediately after report the card as counterfeit. You can access your Personal Internet Banking 2 working days after you have received and activated your replacement card.
- Your card will be shown on HSBC Personal Internet Banking and / Mobile Banking within 2 working days after successful activation. After that, you can operate your credit card online.
After receiving the credit card statement…
- If you found a suspicious transaction, you may learn some tips from Transaction Dispute Page via HSBC HK website > Borrowing > See all > Transaction disputes to identify whether the transaction was performed by you.
- If the transaction was not performed by you, you may locate the Transaction Dispute Form and the way to submit a dispute request from the same Page.
- Apart from raising a dispute request, you may file a police report about the unauthorized transaction. The disputes team may request a copy of the police report or written statements provided to the police during the investigation. Filing a timely police report may help strengthen the progress of the investigation of your dispute case.
General Information for Credit Card Transaction Dispute
Please refer to the following for an illustration of the processing flow for card transaction disputes, as well as the processing time required:
Ways to raise a Dispute Request
Cardholder can raise a dispute request via one of the following channels:
- Call our Customer Service Hotlines stated below:
HSBC Jade Customers: (852) 2233 3033
HSBC Premier Customers: (852) 2233 3322
Other Customers: (852) 2233 3000 - Download “Transaction Dispute Form” from hsbc.com.hk and submit the completed form together with relevant transaction receipt(s) or contract(s) (if applicable) and mail to Cardholder Dispute and Chargeback Section, Card Centre, 8/F Tower 2&3 HSBC Centre, 1 Sham Mong Road, Kowloon.
- Contact us via 'Chat with us' feature once you've logged on to HSBC Online Banking
Ways to provide supporting documents
As the investigation process takes time to complete and we are required to comply with the respective Card Association’s time limits, you are advised to submit supporting documents to us via one of the following channels at your earliest convenience but not exceeding 14 days from the dispute request date.
Email to: cardholderdispute@hsbc.com.hk
Mail to: Cards Dispute Team, 8/F, Tower 2 & 3, HSBC Centre, 1 Sham Mong Road, Kowloon, HK
Fax to: (852) 3409 2329
Unless there are instances where longer processing time is required, we will generally refund the dispute amount temporarily to you within 7 working days of us receiving your dispute request. The temporary refund notification will then be issued to advise you that the temporary refund is processed and the dispute will normally take 6 to 8 weeks for investigation with the merchant acquirer. We will contact you to follow up, if required. In case of any dispute, the decision of respective Card Associations shall be final.
Important Information
- Please note that dispute request for the following transaction types is not accepted. You should contact the merchant and try to resolve the dispute with the merchant.
• Octopus Automatic Add Value Service (AAVS) auto-reload transaction
• Interest-free Merchant Instalment Transaction (Except Merchant Close Down)
• Online Transaction with OTP (One-Time-Password) authentication (use Unauthorised Transaction as the dispute reason) - If the investigation result shows that the dispute transaction was authorised by the cardholder, the Bank will debit the following card account for the transaction amount, the finance charge and/or interest on the disputed amount over the whole period (including the investigation period) if applicable.
- You are required to inform us within 60 days after the statement date (except for merchant close down). As the investigation process takes time to complete, you are advised to submit supporting documents to us at your earliest convenience but not exceeding 14 days from the dispute request date.
- For merchant close down cases, please submit the dispute request together with the supporting documents to us within 60 days from the merchant close down date. We will try to raise a chargeback claim against the related merchant acquirer pursuant to the scheme rules of Card Associations. In case of any dispute, the decision of respective Card Associations shall be final.
- You may file a police report about the unauthorized transaction. The disputes team may request a copy of the police report or written statements provided to the police during the investigation. Filing a timely police report may help strengthen the progress of the investigation of your dispute case.
- Upon receipt of your dispute request, a temporary refund and acknowledgement will be arranged and issued within 7 working days respectively.
- During the investigation, we may contact you to provide the supporting document(s) to facilitate the dispute request. If you are unable to provide the required document(s) by the deadline, it may affect the processing lead time and dispute result.