What to do for a Frozen card ?

User card is frozen/temporarily frozen;

FTA Receives complaint > check card status > if frozen > escalate to CS Tech Support> 

(if user has completed e-KYC , please do not verify with IC no. )

Before proceed , If e-KYCed..

• Credential matches, verify with IC number and insert disclaimer 
• Please proceed to escalate to CS Tech Support with complete internal notes. 

• 1) Select assignee to CS Tech Support > assign to this group 
  2) Internal note should be precise and accurate , include details:

  • Name 
  • Mobile No. 
  • Email ID 
  • IC number 
  • Mesra card no. 

CS Tech Support can ask for e-KYC / verification question if needed, on a case to case basis. 

Verification as below ( if user doesn't want to do e-KYC) 

• Name 
• Mobile No. 
• Email ID
• IC number 
• Physical Mesra card no. to suspend: 

• Which PETRONAS stations that you frequently visit*:

• What is your average amount per transaction*?

• What is your normal transaction payment mode (cash or credit card)*:

CS Tech Support will check if its related to SR /NON SR > for all non SR > e-KYC  needed  *** 

frozen due to SR, please do no ask e-KYC because they already have completed as part of the requirement. 

3) Submit as 'On- hold'

CR: Complaint::Mesra Card::Frozen Card / Unfreeze

SLA: 3-5 WORKING DAYS