2022 Q2: AMLA Automated Account Suspension – Chatbot test

1. Summary 🚀
2. Details 🔆
3. Release Plan ??
- Affected users count during first release (as of 26th May):
4. FAQs ❓

1. Summary

AMLA Automated Account Suspension available since version 1.95.0 and released on 1st July 2022

2. Details

Auto suspension will be in force for users that hit the following conditions below:

have not eKYC
AND, have spent
- RM 50,000 and more annually (1st Jan - 31st Dec of the particular year)
- OR RM 5,000 and more monthly (1st of the month - last day of the month)
- excluding transactions that are allowed to be removed from the limit checks eg. insurance

2.1 Implications

Account Suspension

Existing Status	Status after suspension	Suspension details	Notes
`Cleared`	`Watchlisted`	Wallet Charge and Wallet Topup restriction
`Watchlisted`	`Watchlisted`	Same as existing status conditions i.e. Wallet Charge and Wallet Topup restriction	No change in status
`Watchlisted` with login restriction	`Watchlisted` with login restriction
`Blacklisted`	`Blacklisted`
`Blacklisted` with login restriction	`Blacklisted` with login restriction

Reports

A monthly report on users that were auto suspended will be generated and be available to Compliance.
Dashboard available on Holistics with custom reports readily available to be generated based on date range selected

2.2 Uplifting of Suspension

Users will be directed to perform eKYC via Braze inbox messaging under these scenarios:

breached 80% of the allowable monthly/annual limit
account suspended due to hitting monthly/annual limit

Once eKYC is successful, users' fraud profile will be updated as follows:

Status changed to Cleared
Wallet Charge and Wallet Topup restrictions = will be removed
As users with status blacklisted with login restriction & watchlisted with login restriction is unable to login, they are unable to conduct eKYC to remove restrictions.

2.3 How it works

a. Suspending accounts

b. Removing suspension

3. Release Plan

Development will be completed in 1.95.0 with feature flagged as disabled

UAT by Compliance is expected to begin on 29th April

Braze campaign set up by Marketing is expected by 24th May.

Campaign 1: Send out notifications to non eKYC users informing on the upcoming suspension (one-off)
Campaign 2: Set up push notification & inbox messaging to warn users to complete eKYC when their monthly/annual spending limit is 80% of the allowable limit (Live on 27th May)
Campaign 3: Set up push notification & inbox messaging to prompt users to complete eKYC once account is suspended (monthly)

100% Release on 1st June 2022

Affected users count during first release (as of 26th May):

	Monthly spending ≥ 4000 (warning notification)	Monthly spending ≥ 5000 (limit suspension notification)
Total users	365	290
APPROVED e-KYC	190	156
PENDING / REJECTED e-KYC	37	32
No e-KYC	138	102
Users receiving notification	175	134
Overlapped users	41

	Annual spending ≥ 40,000 (warning notification)	Annual spending ≥ 50,000 (limit suspension notification)
Total users	65	39
APPROVED e-KYC	56	35
PENDING / REJECTED e-KYC	1	0
No e-KYC	8	4
Users receiving notification	9	4
Overlapped users	5

4. FAQs

Q: What are the monthly / annual spending limit if I have yet to eKYC?
A: Monthly limit: Rm 5,000 monthly ; Annual limit: RM 50,000

Q: What happens when I’m suspended?
A: You will be restricted from using your Setel Wallet for all payment methods including CardTerus, Setel Share and restricted from Topup

Q: How long will my account be restricted?
A: Your account restriction will be removed once your eKYC submission is successful

Q: When do I need to do eKYC?
A: eKYC can be performed at anytime and you are advised to do it as soon as possible to enjoy uninterrupted service

Q: How will I know if I’m almost reaching the spending limit if I have yet to eKYC?
A: You will receive a notification and inbox message to inform you that you have reached 80% of the allowable transaction limit and subsequent prompt to perform eKYC.