At SOHO, we take the security of our clients and the individuals we contact seriously. Unfortunately, fraudsters may sometimes impersonate legitimate companies or Collections Representatives in an attempt to obtain money or sensitive personal information.

This advisory explains how you can recognise genuine communication from us, verify a representative, and respond if you believe you have been targeted by a scam.

How We May Contact You

If an account has been placed with us for receivables management or debt recovery, we may contact you on behalf of the bank, financial institution, company or any other creditor that had appointed us.

Depending on your account, we may communicate with you through:

Telephone calls from our authorised contact numbers;
Emails sent from our official email addresses;
WhatsApp messages from our authorised business numbers;
SMS or other approved electronic communications; and
Written correspondence sent to your recorded address.

Our representatives are required to identify themselves appropriately and verify your identity before discussing any account-specific information.

If you are unsure whether a communication is genuine, do not rely solely on the displayed name, email signature or profile photograph. Instead, verify the communication through our official contact channels.

What We Will Never Ask You to Do

Our representative will never ask you to provide:

Your online banking password;
Your ATM or banking PIN;
Your One-Time Password (“OTP”) or Transaction Authorisation Code (“TAC”);
Your full online banking login credentials; or
Access to your banking account through remote-access or any screen-sharing software.

Our representatives are also not authorised to personally receive any form of debt payments.

How To Verify Our Representatives

If someone contacts you claiming to represent us and if you are uncertain whether the communication is genuine:

Ask for identification details. Request the representative’s name, staff identification number and/or reference details, as well as the name of the creditor they are contacting you on behalf of.

Do not disclose sensitive information immediately. You are entitled to verify the person contacting you before providing any account-specific or sensitive information.

Contact us independently. Use the official telephone number, email address or feedback form published on our website. Do not rely only on any contact details provided in an unexpected message.

Verify payment details before transferring money. If the payment instructions appear unfamiliar, unusual or different from previous instructions, confirm them independently before proceeding.

If you are unable to verify the communication, do not make any payment(s) or provide sensitive information until you have spoken directly with us.

Warning Signs to Look Out For

Be cautious if someone claiming to represent us:

Demands immediate payment before allowing you to verify their identity;
Asks for your password, PIN, OTP or TAC;
Tells you to pay into a personal or unfamiliar account;
Refuses to provide sufficient information for verification;
Pressures you not to contact SOHO, your creditor or your bank;
Sends suspicious links or attachments;
Asks you to install remote-access software; or
Makes threats or claims about legal action that you cannot verify.

If something appears unusual, stop the communication and verify it through our official channel(s).

If You Have Already Made a Suspicious Payment

If you believe you have transferred money to a fraudulent account, contact your bank immediately.

You may also report the matter to:

National Scam Response Centre (NSRC)

Call 997

Royal Malaysia Police (PDRM)

Make a police report if you believe you have been the victim of fraud or impersonation.

CyberSecurity Malaysia

For phishing, malicious links, and/or other cybersecurity incidents.
Emergency Mobile (24/7): +6019 266 5850

Acting quickly may assist your bank and the relevant authorities in responding to the incident promptly.

Stay Safe

Before acting on any unexpected communication relating to a debt or payment:

Verify The Person

Verify The Account

Verify The Payment Details

If you are uncertain about a communication claiming to come from us, contact us directly through the official details published on our website before taking any further action.

Independent Support & Guidance

The following organisations provide independent support and guidance on financial matters and consumer protection in Malaysia:

AKPK (Agensi Kaunseling dan Pengurusan Kredit)

A statutory body established by Bank Negara Malaysia that provides free financial counselling and debt management services to individuals.
www.akpk.org.my

Bank Negara Malaysia (BNM)

BNM regulates and supervises financial institutions in Malaysia and handles complaints related to financial products and services.
www.bnm.gov.my

Suruhanjaya Kredit Pengguna (SKP)

SKP oversees consumer credit practices in Malaysia, setting the standards that govern how Receivables Management organisations like us engage with individuals and businesses.
skp.gov.my

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