Forum: Bank customers making digital payments reminded to be vigilant
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We thank Pamela Ng for her feedback (Funds transferred through PayLah! went to different person, Aug 6), and would like to assure her there is no evidence of any unauthorised DBS transactions resulting from the incident.
In the situation she described, funds were transferred to an unintended recipient because the mobile number had previously been linked to another user’s PayLah! wallet and had not yet been delinked by that user. When the customer and her co-workers reached out to the bank, we proceeded to credit refunds to them.
As with other customer contact details such as addresses, mobile number linkages in PayLah! rely on users informing their bank when changes occur. This is in line with industry practice for PayNow accounts as well. When DBS/POSB is made aware of a situation where a previous user of a mobile number has not delinked the number from his PayLah! wallet, the bank will delink the number from the previous user’s PayLah! wallet.
Customers making digital payments should always be vigilant and check that they are making payment to the intended payee before proceeding.
DBS will continue to review and enhance our customers’ PayLah! experience.
Chan Sow Han
Head, Payments and Unsecured Lending
DBS Singapore