11 May 2022

Debit Card: Delays in releasing pre-authorisation amount

The process of immediate release for the RM200 pre-authorisation amount was implemented in 2021. CSC has been monitoring the number of complaints regarding this issue, especially those affecting debit cards. Although such cases are rare, in most cases the issue is caused by a delay in the release of the amount by the customer’s bank.

The image below illustrates the pre-authorisation process and how the immediate release of the pre-authorisation amount works after the fuel purchase by a customer

Click here for high-resolution image Debit Card PreAuth_EN.png)

If the customer has less than RM200 in their bank account or credit card limit, the customer should go to the counter and make payment. They could also use the CaltexGO application and select their preferred fuel purchase amount, except the Full Tank option.

Retail Partners can print and explain/show customers the flowchart should you encounter a similar situation. Customers can also be guided to contact their bank to request for an immediate release or raise a complaint to BNM through eLINK at https://telelink.bnm.gov.my. Please also let us know via CSC as we are still tracking such incidents.