When non-personal transactions are found on Hong Kong bank cards (including credit cards and debit cards), it is important to remain calm and act quickly. Based on actual cases of Hong Kong users and bank guidelines, the following are detailed steps and precautions:

Recommended reading: Basic knowledge of bank accounts and cards in Hong Kong

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🛑 Step 1: Lock Card via APP and Contact the Issuing Bank

  1. Lock the card through the APP.

  2. Freeze the Card and Apply for a New Card

    • Call the bank’s customer service (if you are in China, you can dial the free transfer phone number provided by Hong Kong banks), explain that the transaction is suspicious, and request an emergency card stop and reissue of a new card.
    • The bank will freeze the card and initiate a dispute investigation, and the new card will be sent to the mailing address (ensure the address is correct; local users are advised to keep a Hong Kong address).

  3. Submit a Dispute Application

    • Provide detailed information about the fraudulent transaction (amount, time, merchant name), and the bank will track the funds and advance a temporary credit line (such as Standard Chartered providing an advance service).
    • Keep communication records: Confirm the dispute processing progress through the APP or email, and you may need to supplement documents later (such as a police report receipt).

🚨 Step 2: Report to the Police and Collect Evidence

  1. Online Report

    • Log in to the Hong Kong Police Force e-Report Centre , select “Report Technology Crime and Fraud,” fill in the information, and upload deduction screenshots, credit card photos, etc.
    • Save the receipt: You will receive a PDF receipt after submission, and the police will usually call back within 24 hours to confirm the record.

  2. Retain Key Evidence

    • Record a video to prove: Record the current date, deduction notification, and the card in hand to prove that the transaction was not operated by you.
    • Save monthly statements: Download historical statements as soon as possible after stopping the card to avoid data loss.

📩 Step 3: Contact the Merchant to Assist in Recovering the Payment

If the merchant information is clear (such as Metro, Agoda, Apple Store), you can directly communicate with the merchant to explain the fraudulent situation, request to cancel the order and refund.

For UnionPay cards, if you have bound Cloud QuickPass, you can view the spending records in Cloud QuickPass.

  • Case Reference: Some users have successfully recovered payments by contacting merchants (such as Agoda refunding after verifying the order).

📌 Key Considerations

  1. Repayment Arrangement

    • The old card bill will be transferred to the new card, and normal repayment is sufficient. If disputed amounts are involved, you may not need to repay temporarily during the bank’s investigation, subject to bank guidelines.

  2. New Card Activation and Fees

    • Reissuing a new card is generally free, and after activation, you need to reset the password and bind the service.

  3. Preventing Fraud

    • Turn off unnecessary transaction functions: Turn off online transactions or set spending limits through the APP.
    • Change passwords regularly: Avoid entering sensitive information under public networks.

🔄 Follow-up Processing and Rights Protection

  • Bank Investigation Cycle: Fraud disputes are usually resolved within 6-8 weeks, and the bank will notify you by email after the funds are recovered.
  • If the bank refuses to compensate: You can complain to the Hong Kong Monetary Authority with the police report receipt and evidence ( [email protected] ).

Common Questions and Answers

  1. Is it mandatory to report to the police?

    • Reporting to the police is not mandatory, but it can be used as supporting evidence for the bank’s investigation, especially when the disputed amount is large or the bank requires it.

  2. How long does it take for the new card to arrive?

    • Local addresses take about 7-14 days, and for mainland addresses, pay attention to the mailing time (such as HSBC sending from Shenzhen).

  3. How to prevent fraud?

    • Avoid binding your card on suspicious websites, check your statements regularly, and enable transaction notification reminders.

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