Frequently Asked Questions

What's the new currency booking service?

In partnership with CurrenSeek, we are excited to announce our new service, allowing our valued customers to order foreign currency notes online securely at any time and conveniently collect their foreign currencies from our branches. For you to be able to use this service, you must either have a Facebook or Gmail account and a valid mobile phone number for verification purpose.

Is there any service charge for ordering?

No, there is no service charge.

What are the available payment methods?

Direct debit from your Malaysian savings or current account via the FPX payment gateway (Internet Banking), as long as you have an active internet banking account with any of the FPX participating banks. If you have any questions regarding FPX service, please visit FPX’s frequently asked questions here.

Is there a minimum order amount?

The minimum limit is around RM 1,000, but can vary by currency depending on foreign currency note availability.

What is the minimum notice period of placing an order?

Currently, all orders can only be collected 1 day after the order has been accepted.

What is the maximum period of collection date that I can select?

You can book up to 2 days before your intended pick up date.

Can I sell foreign currency notes through this service?

No. You can only buy foreign currency notes through this service at the moment.

Is there any cut-off time for making any order?

There is no cut-off time.

Can I update the collector’s details after I have completed the order?

No, you are not allowed to update collector’s details after order completion. Hence, it is highly advisable to thoroughly check your details before confirming your order.

Can I request specific foreign currency note denominations?

While your order is pending approval, you can communicate your special requirements with us using the built-in instant messaging feature. Do note that although we make every effort to meet denomination requests, it is not always possible, and therefore, we cannot guarantee your request. Should we be unable to provide you with exactly what you have requested, we will do our utmost to ensure it is as close to your request as possible.

What additional information do I need to provide beside the order amount and my preferred foreign currency notes?

We are required to conduct customer due diligence for all orders of RM 3,000 and above, in accordance with Bank Negara’s Anti-Money Laundering and Counter Financing of Terrorism Guideline (please refer to §5.3). Hence, while ordering online, you should provide the following information to help us fulfill the requirement as set out by the law:

  • Full name as stated in NRIC/Passport
  • NRIC/Passport number
  • Phone number
  • Date of birth
  • Address
  • Source of funds
  • Purpose of transaction
  • Nationality
  • Occupation

This information can be saved against your profile (optional). Hence, you won’t have to provide all again except the source of funds and the purpose of transactions for your future online orders with us.

We recognise the importance of protecting personal information in accordance with the Malaysia Personal Data Protection Act 2010 and any other applicable local personal data protection laws, regulations, codes of practice or guidelines.

My order status is “Pending Approval”. What does this mean?

If you place an order, the status of your will be set as Pending Approval until our team can process your order. In addition, a foreign currency notes order is considered as a higher risk transaction and will be monitored by our branch compliance team and subsequently submitted for clearance. Our branch compliance team will contact you if there is a need to obtain further documentation. However, it may take longer in some cases or if additional verification is required.

Who can collect the physical foreign currency notes?

The collector stated in the collector’s details during ordering, must collect the physical notes at the selected branches. No third party collection is allowed.

Should the details of the collector vary from the details in the system, we have the right to seek alternative documents or proceed to cancel the transaction at our discretion.

How to collect the physical foreign currency notes at the selected branch?

Please show the email from CurrenSeek that contains the order details, together with your identification document. Both of these must match with the collector’s details captured during order placement. Customer’s verification will be performed at the branch and the officer will pass the foreign currency notes to you once the verification is successful.

Where can I collect the physical foreign currency notes?

You can collect them at the branch that was selected during ordering.

Can I cancel my order before any payment made?

Yes. You can cancel your order at any time before or after our staff send you the payment request. However, your order will automatically be cancelled if any payment is not received on the day of ordering.

How long should I complete my payment when my order has been approved?

Acceptance of your order will be accomplished with a payment request by us. The payment must be made within 1 day after being requested by us. Failure to do so, booking will be considered as cancelled.

When should I collect my order after the payment has been made?

Orders must be collected within 3 days after the payment has been made. Failure to do so, your order will be treated as a buying back transaction and the total refund amount will be calculated based on the lowest rate by comparing the original sell rate quoted during ordering and our spot buying exchange rate on the date of cancellation.

How can I cancel my order after the payment has been made, but has yet to collect my booked currency?

If you wish to cancel your prepaid order, you should make a request by completing the Request Refund Form and emailing us at [email protected], or alternatively, providing the selected branch when ordering the printed copy of the form within 1 day after the payment has been made.

Is there any fees if I cancel the order after the payment is made?

Yes. There will be a cancellation fee of RM 5 due to the bank charge.

Can I cancel the transaction after I collected my booked currency? How is the total refund amount calculated?

Any refunds will be treated as a buying back transaction and the total refund amount will be calculated based on the lowest rate by comparing the original sell rate quoted during ordering and our spot buying exchange rate on the date of cancellation.

What if I failed to collect my order on the selected date while ordering online?

In the event, you cannot or failed to collect the purchased currency on the selected date, please contact the branch to arrange another collection date as soon as possible. If you are unable to agree on a new date for collection, your foreign currency will be “converted” back to Ringgits at the lower of original “sell” rate or the prevailing “buy” exchange rate on the day you confirm that you will not be able to collect or 2 days after the original collection date and it will be subject to a fee of RM 5 to cover the bank charge.

When and how can I get back my refund after I have successfully cancelled the order?

You will be refunded within 2 working days after the cancellation date. Our staff will inform you once your refund is ready for collection at the respective branch.

While making payment using FPX, I have received an error/unsuccessful message. However, the money has been deducted from my bank account. What should I do?

In the event that your account has been deducted but the transaction was unsuccessful for some reasons, your money will be credited back into your account by your Bank. You can contact your Bank for the reversal status by providing the FPX Transaction ID or Merchant Order No. as a reference. You may also provide the screenshot of your payment that displays the FPX Transaction ID or Merchant Order No.

What happens if you have not received the FPX payment confirmation, but I have received my FPX payment confirmation. What should I do?

The FPX transaction status is final and we will take your receipt as confirmation. You must show us the online receipt issued by FPX or the email notification received, which needs to clearly show:

  1. FPX Transaction ID
  2. Merchant Order No.
  3. Payment confirmation and amount
  4. Date and time of the payment

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