FAQs

What is a Transaction Cooling-Off Period?

Any transaction which are deemed abnormal will undergo a cooling-off period in which the transaction will be placed on hold for a period of time before it is released to the beneficiary. Due to the buffer time provided by the cooling-off period, you now have a window of opportunity to cancel the transaction if you notice that the transaction was not authorized by you.

If you suspect that you have been scammed during this cooling-off period, you can contact our customer support team to immediately cancel the transaction.

How would I know if my transfer is undergoing the Transaction Cooling-Off Period?

The Bank will notify you of the status of your transaction via SMS, e-mail and push notification.
Alternatively, you may track your transactions by logging into PBe, click “Account” and select “View Pending Verification”. Any transaction that is undergoing the transaction cooling-off period will be listed here.

When will the transaction be released?

Your pending transactions will be released within a few hours. We appreciate your patience during this process, as our primary goal is to safeguard your financial well-being. For assistance, kindly email to our Case Management officer at casemanagement@publicbank.com.my.

What Constitutes an Abnormal Transfer?

While we cannot disclose specific criteria of indicators for identifying abnormal transactions to maintain security protocols, our advanced monitoring systems leverage a combination of sophisticated algorithms and industry best practices to detect potentially suspicious activities. Rest assured our dedicated team continuously works to refine these systems to improve accuracy and minimize any inconvenience caused to our valued customers.

What does my transaction status 'Completed', 'Failed' or 'Expired' mean?

Completed transactions refer to transfers which have been successfully carried out. Failed transactions refer to transfers which have not passed verification. Expired transactions refer to transfers which have not completed any verification and thus expired.

Can I make another transfer if my transaction has ‘Failed’ or ‘Expired’?

Yes, there is no restriction to the number of times you can transfer.