Card or ATM problems: what to do next.

For a lost card or unfamiliar transaction, secure the card and contact the issuing bank immediately. Do not wait for a merchant refund if you suspect fraud.

Card procedures covered

GXBankAEON BankBoost BankKAF Digital BankRyt Bank

Lost card or unfamiliar charge

If you can access the app, use its card-security control, then contact the issuing bank about replacement and disputed transactions. If you cannot access the app, use the phone routes below.

Boost: its published path is Card Dashboard → Freeze → Freeze Card; confirm that the dashboard shows it frozen. Official freeze instructions. AEON: its July 2026 card disclosure directs customers to lock a lost/stolen card in the app and request replacement; receiving a replacement application blocks the old card. Official card disclosure.

GXBank, KAF and Ryt: secure the card, then report

GXBank

Open the card icon to reach the debit-card homepage. Freeze card temporarily disables use; for a lost or stolen card, choose Help → Cancel Card, then request a replacement. GXBank’s dispute FAQ specifically tells customers with unauthorised transactions to cancel and contact it immediately. Freeze · Cancel / replace · Dispute route.

Use +603 7498 3188, the published support email or in-app chat. For a purchase dispute, first ask the merchant to correct the issue when appropriate, but do not let that delay reporting an unauthorised charge. Under terms effective 30 January 2026, card chargeback requests must be raised within 60 days of posting, with evidence by the bank’s deadline. The same terms separately require statement errors to be reported within 14 days of the statement becoming available. Report promptly so you meet the applicable deadline. Sections A3, B11 and C9.

KAF Digital Bank

The dedicated lock guide says More → Manage Card → Lock card, confirmed with your app PIN. It locks both physical and virtual cards. The lost-card article instead labels the entry point “Cards”; its replacement option is Manage Card → Replace Lost/Stolen Card. Lock instructions · Lost-card instructions. Contact +603 8744 3331 or official WhatsApp for loss, cancellation, replacement or a dispute. If you cannot open the app, report by phone immediately. KAF’s cancellation FAQ describes locking or replacing both cards, without a distinct permanent-cancellation sequence. Ask support to confirm permanent cancellation if that is what you need; do not treat a temporary lock as cancellation.

The published Debit Card-i terms require a chargeback dispute within 21 days of transaction posting where the right is available (clause 5.2(i)). If KAF asks for a written report, supply it within seven days of that request (28.5). Clause 28.6 targets an investigation response within 14 business days; 28.7 provides for a notified extension, up to 20 business days from receipt of the subsequent written report. These are response targets; the bank will assess whether a refund is due. KAF’s guidance differs on sending sensitive documents in-app, so confirm the secure submission channel with support.

Ryt Bank

For a missing card: Cards → Freeze; replacement is Cards → Settings → Replace card. The July 2026 card disclosure also allows cancellation in the app or through support. Lost-card instructions · July 2026 disclosure.

For unauthorised charges, freeze and contact +603 5115 5115 or its support email/chat. The card-fraud FAQ requires reporting within 60 calendar days of the posting date. It describes conditional provisional credit of the transaction amount, up to RM5,000, within 14 calendar days for eligible cases, and final resolution within 30 calendar days. The bank may reverse provisional credit after investigating. Ask whether your case qualifies and what evidence it needs.

A freeze temporarily blocks card use. Report disputed transactions separately; previously authorised charges may still settle. For theft or compromised card details, request cancellation/replacement and report the disputed transactions separately.

The ATM debited me but gave no cash

1. Note the ATM operator, exact location or machine ID, time and amount. Keep the receipt and screenshot of the debit if available.
2. Contact the bank that issued your card and describe the cash not received. Tell it if the ATM displayed an error or only dispensed part of the amount.
3. Ask for a case number, required dispute documents and the next update date. Reimbursement timing depends on the investigation; no universal turnaround is verified here.

If the ATM kept your card, contact the card issuer and the ATM operator through official channels. Do not accept help from a stranger asking for your PIN, and ask the issuer whether the card should be blocked or replaced.

Who investigates missing cash? GXBank accepts disputes by its hotline, email or in-app chat; Ryt uses Help & Support; KAF’s card terms direct reports to its Contact Centre. These routes also work when another bank owns the ATM. Report machine faults or retained cards to the ATM operator as well. Ask your card issuer for the investigation and expected refund timetable.

Keep the amount requested and actually received, withdrawal reference, ATM ID/operator/location and any operator case number. Ask the issuer to confirm that it has recorded an ATM cash not received dispute and which filing deadline applies; do not assume every purchase-chargeback rule covers ATM withdrawals.

A petrol station held RM200 for a smaller purchase

A pre-authorisation reserves funds; it is not necessarily a second completed payment. Ask whether the transaction is still pending or has settled. AEON’s card disclosure specifies a RM200 automated-fuel-dispenser hold, released within three calendar days of the transaction. Other banks or merchants can have different rules.

Ryt: its July 2026 disclosure describes a RM200 petrol hold with merchant settlement within three business days. KAF: clause 5.5 says RM200 or the merchant-specified amount and clearance within three days, without labelling those days as business or calendar days. Ask KAF which applies to an overdue hold. Ask GXBank for the release date for your merchant’s hold.

A purchase is declined

Check the available balance, not only the account balance. Review the relevant card limit and whether the card is frozen or online/overseas use is disabled. Note the error and whether a pending debit appeared before retrying. A merchant saying “declined” does not establish that no funds were reserved.

Duplicate charge or a missing merchant refund

Compare both entries: are they pending holds or completed charges? Save the receipts and merchant refund confirmation, including its date and reference. Ask the merchant to investigate a billing error, and ask the bank about the applicable dispute deadline and evidence. If the charge is unfamiliar, take the urgent route instead.

Keep one useful record

Save the date, time, amount, transaction reference, displayed status, recipient or merchant name, screenshots and each case number. Record when the bank promises its next update. Share documents only through the bank’s official channel, never with Rize. Leave passwords, PINs, CVVs and OTPs out of messages.

Contact options without app access

• GXBank: +603 7498 3188. Hotline and in-app chat: 24/7. Email is available for written follow-up. Email, restrictions and official source.
• AEON Bank: +603 4816 8888. Customer Support hotline: 24/7. Email and web enquiry form also available. Email, restrictions and official source.
• Boost Bank: +603 8658 3000. General hotline and email: 9am–9pm daily. Email, restrictions and official source.
• KAF Digital Bank: +603 8744 3331. Wira KAF advertises 24/7 support. Hotline and official WhatsApp work outside the banking app. Email, restrictions and official source.
• Ryt Bank: +603 5115 5115. Phone: 8am–8pm daily. In-app chat: 24/7. Email and the help-site ticket form are outside-app options. Email, restrictions and official source.

For suspected fraud at Boost, use +603 8658 3033 (24/7). Email suits non-urgent follow-up; do not wait for an email reply when money may be at risk.

If ordinary support has not resolved it, prepare a written complaint.