Manage Credit Protect Plus

How to cancel Credit Protect Plus in malaysia and avoid repeated charges

What is Credit Protect Plus and why you might want to cancel

Credit Protect Plus is a credit card protection plan sold in Malaysia, designed to cover your outstanding credit card balance if you experience job loss, hospitalisation, or disability. The service operates on automatic renewal, which means your subscription renews each month unless you actively cancel it before your next billing date.

Many Malaysians sign up for Credit Protect Plus without fully understanding what they are paying for, and discover the charges only when reviewing their monthly card statements. If you have decided the coverage no longer suits your needs, or you simply want to stop the recurring monthly deduction, Stopee has created this guide to help you cancel quickly and prevent unwanted charges.

Who provides Credit Protect Plus

Credit Protect Plus is supported by Sun Life Malaysia, which operates the service through the Protect Plus ecosystem. Your first port of contact for cancellation is their customer support team, available by phone at +603 6204 7788 or email at [email protected]. Support is available 24/7, though email responses typically take 1 to 3 business days during working hours.

What you are paying for each month

Your monthly charge depends on your credit card limit and the specific plan tier you selected at signup. Related protection products in the Protect Plus family range from RM47 per month for basic security plans to RM354 annually for identity protection bundles. Most Credit Protect Plus plans charge between RM15 and RM50 per month, though your exact amount appears on your monthly credit card statement.

The coverage itself is straightforward: if a qualifying event occurs, the plan pays down or covers your credit card balance for a defined period, typically 3 to 6 months. However, the terms and conditions are often lengthy and difficult to navigate, which is why Stopee recommends saving every policy document and billing email before you cancel.

Your consumer rights when cancelling in malaysia

What the consumer protection act 1999 means for your cancellation

Malaysia's Consumer Protection Act 1999 gives you the right to cancel subscription contracts, including Credit Protect Plus, within a reasonable timeframe and without unreasonable penalty. If Sun Life Malaysia fails to process your cancellation or continues charging you after your request, you have grounds to dispute the charge and file a complaint with the Ministry of Domestic Trade and Cost of Living (KPDNHEP).

Most importantly, recurring billing services must provide clear cancellation instructions at the point of sale and in your ongoing account statements. If Sun Life Malaysia made it difficult to find cancellation information when you signed up, or if they continue charging after you requested cancellation, that is a breach of your consumer rights under Malaysian law.

Your right to dispute charges and request refunds

If you cancel Credit Protect Plus but continue to see charges on your statement, you have the right to dispute the transaction with your credit card issuer. Contact your bank or card provider and request a chargeback, providing proof of your cancellation request (email confirmation, call log, or support ticket number). Your bank will typically refund the disputed amount within 30 days while they investigate.

You also have the right to request a pro-rata refund for any unused portion of your subscription. If you paid for the full month and cancelled mid-cycle, Sun Life Malaysia should refund the unused days. Stopee recommends requesting this in writing via email to ensure you have a record of your request.

Methods to cancel Credit Protect Plus

Cancel through the official Protect Plus help portal

The fastest and most transparent route is to visit the official Protect Plus help article at protect.help.clearscore.com. This portal provides step-by-step cancellation instructions for your subscription type and allows you to cancel directly through your online account dashboard.

Pro tip: Before you start, gather your subscription details (policy number, plan name, and next billing date) and have them ready. This speeds up the process and ensures you cancel the correct subscription if you hold multiple plans.

Cancel by phone with sun life malaysia customer support

You can cancel by calling Sun Life Malaysia directly at +603 6204 7788. This method is useful if you prefer verbal confirmation or have questions about your cancellation. Request a confirmation number and ask the agent to email you a cancellation receipt.

Warning: Phone cancellations can be slower than online methods, and support agents may offer you alternative plans or discounts to keep your subscription. Politely decline and confirm your cancellation multiple times before ending the call.

Cancel by email with documentation

Email [email protected] with the subject line "Cancellation Request: Credit Protect Plus [Your Policy Number]". Include your full name, policy number, card ending digits, and date of request. Ask for written confirmation of your cancellation and the effective date.

Email cancellation creates a paper trail, which is valuable if disputes arise later. However, response times are typically 2 to 3 business days, so send your email early in the week and follow up by phone if you do not receive a response within 5 business days.

Step-by-step cancellation process

How to cancel via the online account portal

This is the fastest method and leaves an instant digital record of your cancellation request.

1. Visit protect.help.clearscore.com and log in with your account credentials (usually your email and password)
   • If you cannot remember your password, select "Forgot password" and follow the email recovery steps
   • Check your spam folder if you do not receive the password reset link within 5 minutes
2. Navigate to your subscription or account settings (usually under "My Account" or "Billing")
   • Look for a section labelled "Active Subscriptions" or "Manage Plans"
   • Identify Credit Protect Plus in your plan list
3. Click on Credit Protect Plus and select "Cancel Subscription" or "End Plan"
   • Do not click "Pause" or "Temporarily Suspend" - select "Cancel" explicitly
4. Read the cancellation confirmation and select "Yes, cancel my subscription"
   • You may see an option to provide feedback or choose a reason for cancellation; select the reason that applies
   • The system may offer a discounted rate to retain you; ignore this and proceed with cancellation
5. Screenshot your cancellation confirmation page, which should display a confirmation number and effective cancellation date
   • Save this screenshot to your device or email it to yourself
6. Check your email for a cancellation confirmation from Sun Life Malaysia within 24 hours
   • If you do not receive an email, log back in and verify that your subscription status shows as "Cancelled"

How to cancel by phone

1. Call Sun Life Malaysia at +603 6204 7788 during business hours (24/7 line, but fastest response 8am to 6pm Monday to Friday)
   • Wait times can be 5 to 15 minutes during peak hours; call early morning for shorter queues
2. When the agent answers, provide your full name, policy number, and the card ending digits associated with your subscription
   • Ask the agent to verify your account on their system
3. Clearly state: "I want to cancel my Credit Protect Plus subscription, effective immediately"
   • Do not say "pause," "suspend," or "I'm thinking about it" - these invite negotiation
4. The agent may ask why you are cancelling or offer you a discount; politely decline and repeat your cancellation request
   • Stay firm: "I understand, but I am ready to cancel now"
5. Once the agent confirms cancellation, ask for a confirmation number and the effective cancellation date
   • Write down both and ask the agent to repeat them
6. Ask the agent to email you a cancellation receipt within 24 hours
   • If they refuse, ask for their name and reference number for your records
7. Wait 5 to 7 business days and check your credit card statement to confirm no new charge appears
   • If a charge does appear, gather your call confirmation number and dispute it with your bank

How to cancel by email

1. Open your email and compose a new message to [email protected]
   • Use your personal email address (not your work email, in case your employer changes it)
2. In the subject line, type: "Cancellation Request: Credit Protect Plus [Your Policy Number]"
   • Replace [Your Policy Number] with your actual policy number from your policy document or card statement
3. In the email body, include:
   • Your full name as it appears on the policy
   • Your policy number
   • The last four digits of your credit card
   • Your date of request
   • A single sentence: "I hereby request cancellation of my Credit Protect Plus subscription, effective immediately. Please confirm cancellation in writing within 48 hours."
4. Send the email and screenshot the confirmation that it was sent
   • This proves you initiated contact on a specific date
5. Check your inbox and spam folder daily for a response
   • Responses typically arrive within 2 to 3 business days
6. If you do not hear back after 5 business days, send a follow-up email with the same subject line and add: "This is my follow-up request. Please confirm cancellation immediately."
   • Keep a record of every email sent and every response received
7. Once you receive cancellation confirmation by email, download and save the email permanently
   • Forward it to yourself with a note of the date and time, or print it as a PDF

Pricing and billing details

What you pay for Credit Protect Plus each month

Your exact charge depends on your credit card limit and the specific plan chosen at signup. Check your latest credit card statement to confirm your monthly or annual deduction. Stopee recommends screenshotting this amount before you cancel, so you can verify that charges stop after your cancellation is processed.

What happens after you cancel Credit Protect Plus

Timeline for cancellation processing and charge stoppage

After you submit your cancellation request, Sun Life Malaysia processes it within 2 to 5 business days. Your subscription status changes to "Cancelled" in your online account, and you will receive a confirmation email. However, if a charge has already been processed for the current billing cycle, you will not receive a refund for that month unless you request one explicitly.

Pro tip: Cancel at least 7 days before your next billing date to avoid being charged again. If you miss the window and get charged, contact Sun Life Malaysia or your bank to request a refund of the unwanted charge within 14 days of the transaction.

How to verify your cancellation was successful

Five to seven business days after cancellation, log back into your online account and check that your subscription status shows "Cancelled" or "Inactive". Then, monitor your credit card statement for the next 30 days to ensure no new charges appear.

If a charge does appear after your cancellation date, gather your cancellation confirmation email and contact your bank immediately to dispute the charge. Your bank will reverse the transaction and investigate Sun Life Malaysia on your behalf.

How to request a refund after cancellation

Pro-rata refunds for mid-cycle cancellations

If you paid for a full month and cancelled mid-cycle, you may be entitled to a pro-rata refund for the unused portion. For example, if you paid RM40 for the month and cancelled on day 15 of 30, you should receive RM20 back.

Contact Sun Life Malaysia by email or phone and request a refund calculation. Include your policy number, the date you cancelled, and the date your payment was charged. Most companies process refunds within 10 to 14 business days, and the money returns directly to your credit card.

Disputing unwanted charges through your bank

If Sun Life Malaysia charges you after your cancellation date, you do not have to contact them again. Instead, contact your bank or credit card issuer and initiate a dispute (also called a chargeback). Provide your bank with:

• The date and amount of the disputed charge
• Your cancellation confirmation email or confirmation number
• Proof of your cancellation request (screenshot, email, or call log note)
• A statement that you did not authorise the charge

Your bank will investigate and typically refund the disputed amount within 30 days. This method is faster than requesting a refund directly from Sun Life Malaysia, and it puts pressure on them to honour cancellations properly.

Common mistakes that delay cancellation or keep charges running

Cancellation delays and repeated charges happen because people rush the process or misunderstand the terms. Stopee is here to help you avoid these pitfalls.

Mistake 1: cancelling without saving proof

If you cancel by phone and do not write down the confirmation number, or cancel online without screenshotting the confirmation page, you have no evidence if a dispute arises. Always save a copy of your cancellation proof - screenshot, email, or call reference number - before you consider the job done.

Mistake 2: clicking "pause" instead of "cancel"

The online portal offers options to pause, suspend, or cancel your subscription. "Pause" temporarily stops charges but your subscription remains active; "Cancel" permanently ends it. If you click "Pause" by mistake, your subscription will resume automatically after 30 or 60 days, and charges will restart. Always select "Cancel" explicitly and confirm the permanent termination.

Mistake 3: not cancelling early enough in the billing cycle

If your billing date is the 20th of each month and you cancel on the 19th, Sun Life Malaysia may still charge you on the 20th because the charge has already been queued. Cancel at least 7 to 10 days before your next billing date to ensure the charge is stopped in time.

Mistake 4: cancelling without checking if you have pending claims

If you have a pending claim under Credit Protect Plus (for example, you are awaiting payment for a hospitalisation), cancelling immediately may affect that claim. Contact Sun Life Malaysia before cancelling to check whether any active claims depend on your subscription being active. If a claim is pending, ask to pause instead of cancel until the claim is resolved.

How to check your billing history and confirm charges have stopped

Review your credit card statement

Log into your credit card issuer's online portal (CIMB, Maybank, Public Bank, AMEX, etc.) and download your last three months of statements. Search for any transaction from "Sun Life Malaysia," "Protect Plus," or "Credit Protect" to identify all charges.

Note the exact amount, merchant name, and charge date for each transaction. This helps you spot the pattern and confirm when charges stop. If a charge appears 10 or more days after your cancellation date, it is likely an error or a delayed processing issue, and you should dispute it with your bank immediately.

Check your subscription account status

Log into your Protect Plus account weekly for the first month after cancellation. Verify that your subscription status displays as "Cancelled," "Inactive," or "Ended". If it still shows as "Active," contact Sun Life Malaysia and escalate your cancellation request.

Escalation steps if cancellation is refused or charges continue

Formal complaint to sun life malaysia

If Sun Life Malaysia refuses to cancel or continues charging you after you submitted a cancellation request, send a formal complaint letter. Address it to Sun Life Malaysia customer complaints department and include:

• Your policy number and full name
• Dates and proof of your cancellation requests (emails, call logs, confirmation numbers)
• Dates and amounts of all unwanted charges
• A clear statement that you believe Sun Life Malaysia has breached the Consumer Protection Act 1999
• A request for immediate cancellation and full refund within 14 days

Send this by registered mail or email with delivery confirmation so Sun Life Malaysia cannot claim they did not receive it.

Escalation to KPDNHEP and bank negara malaysia

If Sun Life Malaysia does not respond to your complaint within 14 days, or if they refuse to honour your cancellation, lodge a complaint with the Ministry of Domestic Trade and Cost of Living (KPDNHEP) or the Financial Services Ombudsman Malaysia (BNM). Both agencies can force Sun Life Malaysia to comply with consumer protection laws and award compensation for repeated charges.

Provide KPDNHEP or BNM with copies of your complaint letter, all communications with Sun Life Malaysia, your cancellation proof, and your credit card statements showing the unwanted charges. These agencies have the power to fine Sun Life Malaysia and compel them to refund you if they have violated your rights.

Decision table: should you keep or cancel Credit Protect Plus?

Checklist before you cancel Credit Protect Plus

Print this list or save it to your phone and tick off each item before you cancel. This ensures you do not miss anything and can prove you took care of the details if a dispute arises later.

• Gather proof: Screenshot your current subscription page, your last billing email, and your credit card statement showing the charge
• Find your policy number: Locate your policy document or email and copy your policy number exactly
• Check your next billing date: Note when your next charge will occur so you can cancel before that date
• Check for pending claims: Contact Sun Life Malaysia and confirm you do not have any active or pending claims that depend on your subscription
• Choose your cancellation method: Decide whether you will cancel online, by phone, or by email (online is fastest)
• Cancel early: Submit your cancellation request at least 7 to 10 days before your next billing date
• Save confirmation: Screenshot or save the cancellation confirmation page, number, or email
• Wait for confirmation email: Look for a cancellation receipt from Sun Life Malaysia within 24 to 48 hours
• Monitor your statement: Check your credit card statement for 30 days to ensure no new charges appear
• Request refund if needed: If you are charged again after cancellation, contact your bank to dispute the charge

Contact details and escalation address

Sun life malaysia customer support

• Phone: +603 6204 7788 (24/7 support line)
• Email: [email protected]
• Online help: protect.help.clearscore.com
• Mailing address: Sun Life Malaysia Assurance Berhad, 9 Jalan Kiara, Mont Kiara, 50480 Kuala Lumpur, Malaysia

Complaints and escalation in malaysia

• Ministry of Domestic Trade and Cost of Living (KPDNHEP): kpdnhep.gov.my or call 03-8000 8000
• Financial Services Ombudsman Malaysia (BNM): bnm.gov.my or call 1-300-88-5465
• Bank Negara Malaysia: bnm.gov.my (for disputes involving financial institutions)

Key takeaways: cancel Credit Protect Plus the right way

Cancelling Credit Protect Plus does not have to be complicated or stressful. The process takes 10 to 15 minutes online, and most cancellations are processed within 2 to 5 business days. The key is to cancel early, save proof of your request, and monitor your statement for the next 30 days to ensure charges stop.

If Sun Life Malaysia continues to charge you after cancellation, your bank and Malaysia's consumer protection agencies (KPDNHEP and BNM) are on your side. You have the right to dispute charges, request refunds, and file a formal complaint if your cancellation is ignored.

Stopee has helped thousands of consumers cancel unwanted subscriptions and recover repeated charges by providing clear, step-by-step guidance and explaining your consumer rights. Whether you choose to cancel online, by phone, or by email, follow the process outlined here and keep proof of every step. Stopee is committed to making cancellation transparent and stress-free, and we encourage you to use this guide to take control of your finances today. For more help with cancelling subscriptions and understanding your rights, visit Stopee at stopee.com.