BNPL Unexplained Charges in Malaysia: How to Complain to SKP

Updated 25 October 2026. An unexplained fee on a BNPL statement deserves an explanation, but it does not automatically prove wrongdoing. Whether you use SPayLater, Atome or another buy-now-pay-later service, the starting point is the same: identify the fee, check the agreement and preserve evidence.

Which charges should you question?

A provider may charge disclosed processing or late fees depending on the product. Problems may arise when a fee was not clearly disclosed, the statement includes duplicate charges, a timely payment is marked late, or a refund is missing. Compare the original checkout terms, the instalment schedule and your payment history. Ask the provider to identify the contract clause and calculation behind a charge.

Your rights under Malaysia's consumer credit rules

The Consumer Credit Commission (Suruhanjaya Kredit Pengguna, or SKP) says the Consumer Credit Act 2025, Act 873, promotes transparent fee disclosure, fair treatment and accessible complaint mechanisms. The regime took effect in stages in 2026. SKP's jurisdiction covers relevant non-bank credit providers; banking products and other businesses can fall under a different regulator. Check which legal company actually extended your credit.

Two hypothetical disputes

RM500 order with RM30 you cannot explain

Suppose a RM500 purchase appears with an extra RM30 on the BNPL statement. Review the pricing disclosure, due dates and payment records. Ask whether the RM30 was an agreed fee, an alleged late charge or an error. If you paid on time, attach proof and request an itemised explanation.

RM1,500 order cancelled but RM60 remains

A merchant confirms that your RM1,500 order was cancelled, yet the app still shows a disputed RM60. Keep the refund receipt and request an updated statement, transaction timeline and explanation of the charge.

RM30 and RM60 are invented examples for education, not actual fee schedules for any brand. Do not assume an amount is illegal without examining the terms.

How to complain: provider first, SKP second

Step 1: Collect a paper trail

Keep the order number, date, original instalment terms, screenshots, proof of payment, merchant refund notification and previous support messages. Do not publicly share sensitive identity numbers or banking credentials.

Step 2: File a formal complaint with the provider

Use the official app or website. State the disputed fee and date, explain why you believe it is wrong, and request a specific outcome such as an explanation, correction or justified refund. Ask for a case reference and written decision.

Step 3: Escalate through the correct regulator

SKP's complaint guidance says to approach the provider first. If you cannot contact it, receive no satisfactory response or disagree with its resolution, use SKP CARE where the provider falls under SKP's remit.

Submitting a complaint does not automatically cancel debt or guarantee reimbursement. If part of your balance is disputed, ask the provider in writing how to handle payments that are not disputed.

Frequently asked questions

Does 0% interest mean no other charges? Not necessarily. Read the entire fee disclosure, including late-payment and processing terms.

Can I complain about a repayment reminder? You can dispute inaccurate amounts or unfair handling while continuing to clarify any legitimate outstanding obligations.

Is SKP the complaint body for every BNPL product? No. The regulator depends on the underlying legal provider and product category.

Practical takeaway

Before accepting a plan, check the total repayable amount, not just the instalment size. After a dispute begins, a clear written record is more useful than arguing with screenshots alone.

For BNPL fundamentals and repayment risks, read JomGuide's earlier BNPL explainer.

Official references: SKP consumer FAQ, SKP BNPL guidance, SKP complaint channels.