Conversation between Bank Negara and me regarding Junk Calls.

Here’s Bank Negara’s response to my fax.  It’s very efficient.  It’s very informative.  But I have to complain to the banks myself.  And I did that before, but in vain.  My reply is attached after the BN email"


From Bank Negara:

Dear Mr. Chiew,

We refer to your fax dated 7 September 2010 on the above matter.

We wish to inform you that credit card marketing strategies have become more aggressive and innovative to entice credit cardholders to accept their credit card offerings.  Under the Circular on Marketing of Credit Cards issued by Bank Negara Malaysia to the card issuers, the card issuers should conduct proper credit assessment before sending any existing customer an unsolicited credit card, an offer to increase credit limits, unsolicited credit advance in the form of a cheque payable to the cardholder, a zero interest instalment plan for purchases or other offerings.  Card issuers must ensure that credit card offerings are made in a responsible and prudent manner to avoid burdening customers with excessive financial commitments.  

Meanwhile, customer are also advised to made a wise and informed decision and be aware of the consequences of accepting the offer. Customer must read the terms and conditions to understand their roles and responsibilities. Consumers should be able to educate themselves in making informed choices when it comes to the decision relating to their financial situation. With so many credit cards offerings in the market, it is important for customers to consider and accept offers that best suits their needs and payment capability. Customers have the right to reject the offer and not coerced into accepting such credit card offerings.

We also wish to inform you that pursuant to Section 97 of the Banking and Financial Institutions Act 1989 on banking secrecy, financial institutions are not allowed to disclose any information relating to the affairs or account of customer to third party without the written consent from the customer. 

In addition, under the Guidelines on Product Transparency and Disclosure issued by Bank Negara Malaysia to the financial service providers (FSP), the FSP

(i) is not allowed to share customer information with third parties outside the financial group, unless legally permitted or approved by Bank Negara Malaysia to facilitate the performance of functions of the FSP;

(ii) wishing to share customer information with other companies within the financial group must inform the customer to whom the information may be disclosed to and the purpose of such disclosure.  However, the FSP shall not share the information of any customer who has objected to such disclosure for purposes of cross-selling;

(iii) wishing to share customer information (excluding information relating to the affairs or account of customer) with third party, such as strategic alliances for marketing and promotional purposes, must obtain the expressed consent of the customer.  The FSP must give the customer the opportunity to "opt in" for such disclosure of the information to the parties specified by the FSP.

However, if you feel very inconvenience on the number of calls that you have received, you may wish to highlight this issue directly to the Complaint Unit of each bank. We wish to inform you that every bank would have their own Complaint Unit to address enquiry, issue or complaint from their customer. The address and contact number of Complaint Unit for both Hong Leong Bank Berhad and Alliance Bank Berhad are as follows:

Service and Quality Management, Quality and Customer Experience Department

Hong Leong Bank Berhad
Level 2, Jalan Perak, 50450 Kuala Lumpur
Tel: +60 3 2164 2828 ext 8031/3116
Facs: +60 3 2164 0272
Email :

Service Quality and Contact Centre
Alliance Bank Berhad
Tingkat 18, Menara Multi-Purpose, Capital Square, No.8, Jalan Munsyi Abdullah, 50100 Kuala Lumpur
Tel: +60 3 7490 9738
Facs: +60 3 7490 9789
Email :

Enclosed are the tips for the consumers on the financial matters for information

Thank you.

Nik Rohana Jusoh
Bank Negara Malaysia
No Tel : 1-300-88-5465
No Faks: 03-21741515
Email :


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My reply:


Dear Nik Rohana Jusoh

I appreciate your very prompt reply.  

About 5 minutes ago, a Symphony BPO Solutions Sdn. Bhd. representing MBf just called, offering some credit products.  Their phone number is 03-78491000.  Obviously, MBf provided our data to their marketing "partners".  And I DID complain to MBf before.

I doubt my complain to any of the banks will yield any results.  It will simply be drowned.  I did it before, multiple times.  I cannot stop their marketing machine alone.  The authority has to do something so that they will be punished

In the United States, there are laws that protect the consumers.  If a customer opts out, the telemarketer will be fined heavily for calling.  We need such laws in Malaysia.  Does Bank Negara know whether anybody is working on this?

For the time being, are there any concrete action that Bank Negara or any organization can take to protect not just me, but consumers in general?

Thank you.

– Show quoted text –

Chiew Ruoh Peng

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