Tan Kin Lian - Perspectives Feedback to DBS on card payment
I sent this feedback and suggestion to the management of DBS Bank.

Dear DBS

During the past days, I made 3 card transactions:
- YourTrip (Master card debit)
- POSB (Visa credit)
- DBS (Masterrcard debit)

I wanted to test what is the notification that I received, in case any of the transactions was fraudulently made by a third party who stole my card or clone a card with the data, or used the data for an online transaction.

YourTrip: I was able to see the transaction immediately on my YouTrip app. It appeared instantly. If the transaction was not made by me, I would be able to tell immediately.

POSB and DBS: I had to click on many tabs to find the transaction. It was hidden under the actual account/card. It was shown as "Pending". I did not get any notification (by SMS, email, push) until the transaction was "approved", and that could take several minutes or longer.

The SMS notification did not work. The email notification came but it was not really useful. I am unsure about the push notification.

On past occasions, I received a call from DBS officer, using a telephone number that I did not recognize, to check on my transaction. They asked me to identify myself with several questions. It was annoying.

Clearly, the process adopted by DBS is unsatisfactory.

I suggest the following improvements:

- Where the transaction was not verified by a 3D secure protocol at the point of sale, send a push notification for the card holder to approve the transaction, using issuer based verification. If the card holder makes the transaction, he would be on standby with the app to approve it. If not, it was probably done by a thief.
- Show all the payments (for all accounts and cards) in one tab in the DBS bank app by date order. I will check this tab regularly to ensure that all payments are valid. Show the pending transactions immediately.

For the immediately future, I will be locking all my DBS/POSB cards, and will be making payment with the YouTrip card. If this works well, I will terminate my DBS/POSB cards at a later date, and maybe close my DBS bank accounts.

Tan Kin Lian

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