FAQ

– ADDITIONAL MEASURES TO ASSIST INDIVIDUAL CUSTOMERS/BORROWERS AFFECTED BY

THE COVID-19 OUTBREAK – UPDATED AS AT 27 MARCH 2020

No Question Response

1 Am I eligible? All individual and SME loans/financing excluding cards are eligible
except for loans/financing that are more than 90 days / 3 months
in arrears and foreign currency denominated loans/financing.

Is this moratorium You need not call the bank as the enrolment will be automatic for
an automatic eligible borrowers/customers.
2 enrolment or do I
need to call the
bank?

3 If I do not wish to Please contact your home branch or email us with the following
take the details:
moratorium, how
can I continue • Name
paying? • ID Number (IC/Passport)
• Account Number/Vehicle Number
• Contact Number

For hire purchase, please email us at

autoassetmgmt.aam@maybank.com. For all other consumer
loans, please email us at ecc@maybank.com . We will respond
within 3 working days.

4 What if I've already You are still eligible if your arrears are not more than 90 days/3
defaulted a few months consecutively as at 1st April 2020.
months - am I still
eligible?

5 What if I want to exit You may submit your request to your home branch or call our
the programme mid- Maybank Group Customer Care at 1300 88 6688 to exit from the
way? moratorium mid-way, and continue to make your monthly
repayment to the loan/financing account.

6 What if I wish to The maximum moratorium period is only 6 months. We can
extend my consider to reschedule & restructure your loan/financing, if you
moratorium period? having difficulties paying thereafter.



No Question Response

7 I have multiple Please contact your home branch and inform them of the account
loans/financing, I that you would like to be excluded from the auto-moratorium
only want programme. Once that is done, you may continue to make your
moratorium for monthly repayment to that particular loan/financing account.
some and don’t want
for others. What is
the process?

8 How will this impact There will be no impact. You may apply for any new
my ability to take loan/financing.
new loans/financing
later on?

9 Will you stop my Yes, we will suspend your standing instruction during the
standing instruction moratorium period. If for whatever reason, the standing
automatically too? instruction is not suspended, you may request for a refund.

10 My account has a You would need to contact the bank where your standing
standing instruction instruction was initiated, to suspend it.
from another bank.
Will Maybank inform
the bank to stop the
standing instruction?

11 What if after 6 You can still approach the Bank for restructuring and rescheduling
months I have after the moratorium period. Please contact our Early Care Centre
trouble paying. Will at ecc@maybank.com for assistance.
Maybank help to
extend my
moratorium?

12 Does loan/financing The loan/financing tenure will increase by 6 months for hire
tenure increase? purchase.



No Question Response

13 What would be the If your account is up to date, then upon expiry of the 6 months
repayment structure moratorium, repayment will commence with new instalment
once everything amount, since the interest/profit during the moratorium period is
clears? deferred.

However, if your account is in arrears, upon expiry of the

moratorium, you are required to repay the arrears amount on the
7th month. This will avoid your account from being triggered as
non- performing. In the event, you are not able to repay the
arrears on time, please contact our Early Care Centre at
ecc@maybank.com for assistance.

However, if it’s a hire purchase loan/financing, the instalment

amount will remain unchanged.

14 Will I need to pay No, you won’t have to.
more interest/profit
after the For consumer (Mortgage/ASB/Personal/Education) conventional
moratorium period is and Islamic loan/financing, the contracted monthly interest/profit
over? will continue to accrue on the outstanding principal amount
during the moratorium period, but will not be compounded

However, for hire purchase loans/financing, you do not need to
pay more interest/profit.

15 Does my repayment For consumer (Mortgage/ASB/Personal/education) conventional
amount increase and Islamic loan/financing, a higher subsequent repayment
after 6 months? amount is required to repay the principal and interest/profit
accrued during the deferment period.

For hire purchase, the repayment amount will remain unchanged
for both conventional & Islamic, with an extension tenure of 6
months.



No Question Response

16 Will my interest The Financing Reference Rates (Base Rate/ Base

/profit rate be Lending/Financing Rate) fluctuates as per changes to OPR. The
affected as the contracted interest / profit rate will be adjusted accordingly to the
economy recovers in changes to the OPR. It will be higher if the OPR increases. For hire
6 months’ time? purchase, which are on fixed rate, the interest / profit rate will
Would I be remain.
benefiting from it or
suffer more losses
due to rising OPR?

17 If I am in this Yes, no instalment is due for 6 months if your loan/financing is
moratorium fully released.
program, does it
mean that I do not
need to pay anything
to the bank for 6
months, including
interest/profit?

18 Is the moratorium Yes, it’s extended to loans/financing under progressive release.
extended to However, the deferred monthly progressive interest accumulated
loans/financing must be settled before the loan/financing is fully released.
under progressive Otherwise, payments meant for monthly instalment once the
release? loan/financing is fully released, will go towards settling the
outstanding progressive interest, resulting in instalment payment
arrears.

19 My repayment Yes, you are eligible for the auto moratorium if your
frequency for loan/financing is not in arrears exceeding 90 days as at 1st April
mortgage is on a 2020.
weekly/fortnightly
basis. Will I be
eligible for the
moratorium?

20 If I made a mortgage Yes, you can. However, the bank will charge a withdrawal fee of
payment during the RM25.
moratorium period,
can I withdraw it?



No Question Response

21 For overdraft, will Yes, the monthly reduction program will be deferred for 6 months
the monthly until 30th September 2020.
reduction program
differ during the
moratorium period?

22 Will the deferred Not to worry! It will not be reflected in CCRIS.
payment reflect a
poor record in
CCRIS?

23 Can I withdraw from Yes, you can, based on the EPF statutory guidelines.
my EPF to pay for my
mortgage
loan/financing?

24 In view that there is The default rate will not be triggered during the moratorium
no payment during period. However if your account is in 3 months of arrears during
the 6 months the moratorium, and you fail to pay the next subsequent
moratorium period, instalment once the moratorium period is over, the default clause
will my account be will be triggered.
triggered with
default rate?

25 My loan/financing If you are still under the 6 months cooling off/observation period,
was restructured & you will not be entitled to this moratorium. However, if you have
rescheduled a few complied with the 6 months prompt payment, you may refer to
months ago. Am I our Early Care Centre at ecc@maybank.com for assistance.
still eligible for this
moratorium?
.
26 If I’m currently If you are currently paying to AKPK, please approach them for
enrolled under the assistance. And if you are paying directly to the Bank, you may
AKPK Program, will I refer to our Early Care Centre at ecc@maybank.com for
be eligible for this assistance.
moratorium
program?



No Question Response

27 Is there a Help Desk Please get in touch with us at 1300 88 6688, or you can also email
number to call if I us at mgcc@maybank.com.my.
have further
queries?