Yafee is an independent certified electronic mail service. We are neither affiliated with, nor partners of, nor mandated by Ctos, whose name is mentioned solely to identify the recipient of your letter. The trademarks and logos cited belong to their respective owners.
Unlimited Yafee Premium: promotional offer at RM 4.19 for 48h, then RM 228.34 per month with no commitment
SLMDJTAC
Over 30,000 users trust us
Cancel your subscription
Ctos in 2 minutes
A 100% personalised cancellation letter, legally compliant and sent by registered mail with acknowledgement of receipt.
GDPR compliant
Your data is secureFast & effective
Processed within 24hResults guaranteed
Refund if refused48h satisfaction-or-refund guarantee
1Letter type
2Your details
3Payment
100% secure payment
They already cancelled Ctos
Join thousands of satisfied users
SLMDJTAC30K
over 30,000users trust us
How does it work?
Cancel your Ctos subscription with zero hassle
1
Fill in the form
Give us your details and those of your Ctos subscription.
2
We write your letter
Our team drafts a 100% personalised, legally compliant cancellation letter.
3
We send it for you
Sent by registered mail with acknowledgement to Ctos. Nothing else for you to do.
Legal and compliant
Our letters follow consumer law and GDPR.
Fast
Your letter is sent within 24 business hours.
Real-time tracking
Follow your request from your personal space.
Results guaranteed
Full refund if Ctos refuses your cancellation.
Frequently asked questions
Cancel Ctos: The Right Way
How to cancel CTOS and avoid unwanted renewals in malaysia
What is CTOS and why people sign up
CTOS is Malaysia's leading credit reporting and credit monitoring service that allows you to check your credit standing, detect possible fraud, and review records tied to financing applications. You access credit reports, CTOS Score data, and SecureID protection - a suite of services designed to help you monitor your financial identity and creditworthiness in real time.
Thousands of Malaysian consumers use CTOS to stay on top of their credit health. However, many discover that cancelling is not straightforward, particularly because CTOS subscriptions auto-renew at the end of each billing cycle unless you provide at least one month's written notice before the next renewal date. This auto-renewal mechanism is the primary reason users search for cancellation guidance, and Yafee is here to walk you through the exact steps and legal protections available to you under Malaysian consumer law.
Main products and billing structure
CTOS operates a two-tier payment model. On one side, you can purchase standalone reports such as the MyCTOS Score Report at RM27.90 per report - these are one-time charges with no recurring obligation. On the other side, SecureID protection operates on recurring monthly or annual subscriptions at RM9.90 per month or RM99.00 per year, both inclusive of Service and Sales Tax (SST).
The critical distinction is whether your charge is a one-off purchase or a recurring subscription. If you bought a single report, there is nothing to cancel. If you enrolled in SecureID or any recurring plan, cancellation timing becomes essential because missing the one-month notice window results in an unwanted charge for the next renewal period.
Why auto-renewal causes frustration
The auto-renewal model is a deliberate business choice, and it is governed by the Consumer Protection Act 1999 (Act 599). Under this law, companies must inform you clearly of the renewal terms before you sign up, and you have the right to withdraw or cancel without penalty during a reasonable cooling-off period if the company offers one. CTOS does not advertise a cooling-off grace period in its published terms, which means you must rely on the documented cancellation procedure: written notice at least one month before the next billing date.
Frustration arises when users do not track their billing dates or forget the one-month lead time. By the time they request cancellation, the next charge has already processed. Yafee's guidance helps you avoid this trap by pinpointing your renewal date before you send any cancellation request.
Your consumer rights and protections in malaysia
Malaysian consumer law provides you with explicit protections when dealing with subscription services and auto-renewal arrangements. Understanding these rights is the foundation for a successful cancellation and, if necessary, a claim for refund or damages.
The consumer protection act 1999 and your rights
The Consumer Protection Act 1999 (Act 599), administered by the Federation of Malaysian Consumers (FMC) and the Malaysian Competition Commission (MyCC), governs all consumer transactions in Malaysia, including digital subscriptions and credit monitoring services. Under this Act, you have the right to fair and accurate information about subscription terms, pricing, and renewal conditions before you enter into any agreement.
Specifically, the Act requires that any automatic renewal clause must be clearly disclosed, and you must give explicit consent to it. Furthermore, the law requires that cancellation procedures be reasonable and accessible. If CTOS fails to provide you with a simple and transparent cancellation mechanism, or if the company charges you after you have submitted a valid cancellation request, you may lodge a complaint with the MyCC or seek redress through the Malaysian consumer courts.
Your legal position: You have the statutory right to cancel any subscription service that auto-renews, provided you give reasonable notice as per the documented terms. CTOS's requirement of one month's notice is enforceable, but the company must acknowledge your cancellation and confirm that no further charges will occur. If you cancel in writing and CTOS charges you again, that is a breach of the Consumer Protection Act 1999, and you can demand a refund plus compensation through the MyCC or small claims tribunal.
The cooling-off period and CTOS
Under the Consumer Protection Act 1999, consumers have a right to a cooling-off period (also called a "lapse period") of at least 10 days for certain distance contracts - such as online purchases or telephone orders - during which you can withdraw without penalty. However, this right applies only if the supplier has explicitly offered it in their terms.
CTOS's published terms do not mention a cooling-off period for SecureID or other subscriptions. This does not strip you of consumer protections; it simply means you must rely on the documented cancellation procedure (one month's notice) rather than on a statutory grace period. Nevertheless, if you believe you were not properly informed of the auto-renewal terms at the point of sign-up, you may argue that the company breached its transparency obligations, and you have grounds to escalate to the MyCC.
Pricing table: CTOS services and renewal dates
| Service | Price (RM) | Billing cycle | Cancellation notice required |
|---|---|---|---|
| MyCTOS Score Report | 27.90 | One-time purchase | None (no recurring charges) |
| SecureID protection (monthly) | 9.90 | Monthly auto-renewal | One month before next billing date |
| SecureID protection (annual) | 99.00 | Annual auto-renewal | One month before next billing date |
| Credit report inquiry | Variable | One-time purchase | None (no recurring charges) |
All prices include Service and Sales Tax (SST). If you are subscribed to SecureID on either the monthly or annual plan, you must submit cancellation at least one month before your next renewal date to avoid being charged again.
How to cancel CTOS in four clear steps
Cancellation requires you to contact CTOS support directly and provide written confirmation of your intent to cancel. This process protects you because it creates a documented record of your request, which is essential if a dispute arises later.
Step 1: locate your billing date and plan details
Before you submit any cancellation request, you must identify the exact date of your next renewal. This is the single most important piece of information because the one-month notice period is calculated backward from this date.
- Log into your CTOS account at ctos.com.my using your registered email address and password.
- Navigate to your account settings or subscription management section (usually labeled "My Account", "Billing", or "Subscriptions").
- Locate your current plan name (SecureID monthly or annual) and the date of your last charge in Malaysian Ringgit (RM).
- If you cannot find this information in your account, check your email for a CTOS billing confirmation or invoice from your last payment.
- Cross-reference the charge date with your bank or credit card statement to confirm the exact amount and date.
For example, if your last SecureID monthly charge was RM9.90 on 15 October, your next renewal is approximately 15 November. To cancel before that charge processes, you must submit your cancellation request by 15 October at the latest (one month in advance).
Step 2: prepare your cancellation request and evidence
Gather all documentation that supports your cancellation request. This evidence protects you if CTOS later disputes that they received your cancellation or if a charge appears after you thought you had cancelled.
- Take a screenshot of your account dashboard showing your current subscription plan and status.
- Capture a screenshot of your last payment confirmation, including the amount (RM9.90 or RM99.00) and the date.
- Save copies of any email confirmations you received when you originally signed up for SecureID.
- Download and save any credit reports, CTOS Score results, or alert history you may need after cancellation, as CTOS may limit your access once the subscription ends.
- Prepare a short, clear cancellation statement that includes: your full name, registered email address, account identifier or ID number, the subscription plan you wish to cancel, and the reason for cancellation (optional but recommended).
Store these screenshots and documents in a safe location (cloud storage, email to yourself, or printed copies) so you can retrieve them immediately if CTOS denies receiving your request or charges you after cancellation.
Step 3: submit your cancellation request to CTOS support
CTOS does not provide a visible "Cancel subscription" button in the account dashboard, so you must contact support directly by email. This is the verified and documented route for terminating SecureID and other recurring subscriptions.
- Compose a new email with the subject line: "Request to cancel SecureID subscription" or "Subscription cancellation request".
- Address the email to CTOS customer support. The primary email address for support enquiries is [email protected] or you can use the general enquiries address listed on ctos.com.my.
- In the body of the email, include the following information:
- Your full name as it appears on your CTOS account.
- Your registered email address associated with the account.
- Your account identifier or customer ID (if available).
- The subscription plan you are cancelling (SecureID monthly or SecureID annual).
- The date of your last charge and the amount (e.g., "Last charged RM9.90 on 15 October 2024").
- A clear statement: "I request to cancel my SecureID subscription effective immediately. Please confirm cancellation and ensure no further charges are applied to my account."
- Your preferred contact number and email for confirmation.
- Do not use informal language or vague requests. Be specific and professional so there is no ambiguity about your intent.
- Attach a copy of your account screenshot and last payment confirmation to the email for reference.
- Send the email and immediately save a copy to your records, or forward a copy to your own email as backup proof of submission.
Alternatively, if you prefer to cancel by telephone, you can call CTOS customer service at 03-2722 8800 during business hours. Inform them of your cancellation request and ask for a reference number and a written confirmation via email. Note the date and time of the call and the name of the representative you speak with, as this becomes evidence if a dispute arises later.
Step 4: confirm cancellation and monitor your next billing date
CTOS support should respond to your cancellation email within 2 to 5 business days. You must obtain explicit confirmation that your subscription has been terminated and that no further charges will be applied.
- Wait for an email confirmation from CTOS stating that your subscription has been cancelled as of a specific date.
- Review the confirmation email carefully. It should state: the cancellation date, the subscription plan that was cancelled, and confirmation that your account will not be charged again.
- If you do not receive a confirmation within 5 business days, send a follow-up email to [email protected] requesting confirmation of receipt and cancellation status.
- Save the cancellation confirmation email in a dedicated folder for your records.
- On the date of your previously scheduled renewal (e.g., 15 November in our example), check your bank or credit card statement to verify that no charge from CTOS has appeared.
- If an unwanted charge does appear, take a screenshot immediately and contact CTOS support again, referencing your cancellation confirmation email and requesting an immediate refund.
Monitor your account for at least 30 days after the scheduled renewal date to ensure no further charges occur. If CTOS continues to charge you after you have submitted a valid cancellation request and received confirmation, you have grounds to escalate the matter to the Malaysian Competition Commission (MyCC) and demand a refund plus compensation.
What happens after you cancel CTOS
Once your cancellation is confirmed, your SecureID subscription ends and your account enters a post-cancellation state. Understanding what changes ensures you do not lose access to critical information unexpectedly.
Access to reports and account data
After cancellation, your ability to access CTOS reports, credit monitoring alerts, and SecureID features depends on the specific terms of your cancellation agreement and CTOS's data retention policy. The published terms do not clearly specify whether you retain read-only access to historical reports or whether your account is immediately locked.
To be safe, download and save all relevant reports, credit scores, and alert histories before you submit your cancellation request. This ensures you have a permanent record of your credit data even if CTOS restricts your account access immediately after cancellation. Yafee recommends exporting any CTOS data to PDF format and storing it securely.
Refunds and reversal of charges
If you cancel a monthly SecureID subscription midway through a billing cycle, CTOS does not automatically issue a prorated refund for the unused portion. Refunds are not mentioned in the published terms as an automatic entitlement when you cancel.
However, under the Consumer Protection Act 1999, if you believe you were misled about the subscription terms, or if CTOS failed to provide a fair cancellation mechanism, you may demand a refund as compensation. You can pursue this through the MyCC or the Small Claims Tribunal if the amount is within the tribunal's jurisdiction (up to RM5,000 for general claims).
If CTOS charged you after you submitted a valid cancellation request, that charge is unauthorised and must be reversed. Contact your bank or credit card issuer immediately and request a chargeback or dispute while you simultaneously escalate the issue to the MyCC.
Ongoing monitoring and credit score access
After cancellation, you lose access to real-time credit monitoring alerts and monthly SecureID updates. Your credit score will not be monitored, and you will not receive notifications if new credit inquiries are made against your account. If you wish to monitor your credit in future, you must subscribe to CTOS SecureID again or use an alternative service such as Aeon Credit or Maybank's credit monitoring tools.
Common mistakes to avoid when cancelling CTOS
Cancellation is straightforward once you know the process, but small oversights can leave you exposed to unwanted charges and unnecessary frustration. Here are the pitfalls that catch most users off guard.
Missing the one-month notice deadline
The most common error is submitting your cancellation request fewer than 30 days before your next renewal. CTOS's terms clearly state that one month's notice is required, and if you submit your request even one day late, the next charge may already be in process or have cleared.
Solution: Mark your renewal date in your calendar or phone as a reminder at least 35 days before it is due. Send your cancellation email by day 30 at the latest, so you have a buffer. Keep the confirmation email as proof of the submission date.
Cancelling through the wrong channel
Some users attempt to cancel by simply deleting their account, stopping payments at the bank level, or posting in CTOS's social media channels. These actions do not constitute a formal cancellation request under CTOS's terms, and the company may argue that they did not receive a valid notice.
Solution: Always submit your cancellation via email to [email protected] or by phone to 03-2722 8800. Obtain a written confirmation from CTOS, not just a verbal assurance or a customer service chatbot response. Email is the safest route because it creates a timestamped record.
Failing to verify the next renewal date
Some users assume their renewal date without checking their actual last payment. If you signed up on the 1st of the month but your first charge posted on the 5th, your subsequent renewals will also occur on the 5th, not the 1st. Miscalculating this date can cause you to submit cancellation too late.
Solution: Cross-reference your account statement with your bank or card statement. The date shown in your bank records is the accurate renewal date. Calculate the next renewal from that date, not from the date you signed up.
Not saving evidence before cancellation
If you cancel without taking screenshots of your subscription status, and CTOS later disputes that you were ever a subscriber or argues that your cancellation request was never received, you have no proof to back your position.
Solution: Before you send any cancellation request, take screenshots of your account dashboard (showing the plan name and renewal date), your last payment confirmation, and any emails from CTOS. Store these in a cloud service like Google Drive or OneDrive, not just on your phone.
Overlooking post-cancellation charges
Some users receive their cancellation confirmation and assume they are done. Then, weeks later, they discover that a charge has silently appeared because the confirmation did not explicitly state the cancellation date or because CTOS processed the renewal before the cancellation took effect.
Solution: Set a calendar reminder for the day after your next renewal date is supposed to occur. Check your bank statement on that day to verify that no CTOS charge has appeared. If a charge does appear, contact your bank immediately and reference your cancellation confirmation email when filing a dispute.
Escalation: what to do if CTOS refuses to cancel
If you submit a cancellation request and CTOS either ignores it, denies receiving it, or continues to charge you despite your request, you have legal remedies available under Malaysian consumer law. Yafee guides you through the escalation process so you can enforce your rights.
Informal resolution attempt
Send a formal follow-up email to CTOS, referencing your original cancellation request email (include the date and time) and requesting confirmation of receipt and cancellation status. Use a polite but firm tone. State clearly that if you do not receive a response within 7 days, you will escalate the matter to the Malaysian Competition Commission.
Example: "I submitted a cancellation request on [DATE] via email to [EMAIL ADDRESS]. I have not received confirmation that my subscription has been cancelled. Please confirm within 7 days that SecureID has been terminated and no further charges will be applied. If I do not hear from you, I will file a formal complaint with the Malaysian Competition Commission."
Complaint to the malaysian competition commission (MyCC)
If CTOS does not respond or refuses to cancel, you can lodge a formal complaint with the MyCC, which administers the Consumer Protection Act 1999. The MyCC has the power to investigate unfair practices, including forced auto-renewal and unauthorised charges, and can order CTOS to cease the conduct and provide redress.
To file a complaint:
- Visit the MyCC website at mycc.gov.my and navigate to the consumer complaints section.
- Download and complete the consumer complaint form, or submit your complaint online via the MyCC portal.
- Attach copies of your cancellation request email, CTOS's response (or lack of response), your bank statements showing the unwanted charges, and any other supporting evidence.
- Provide a clear summary of the issue: the date you signed up for SecureID, the date you submitted cancellation, the date(s) you were charged after cancellation, and the total amount of the unwanted charges.
- Submit the complaint to the MyCC address: Suruhanjaya Persaingan Malaysia (MyCC), Level 1-6, Plaza Sentral, Jalan Stesen Sentral 5, 50470 Kuala Lumpur, or via email to [email protected].
- The MyCC will investigate the complaint and may order CTOS to refund you and cease the unlawful conduct.
Small claims tribunal or civil court action
If the amount of the unwanted charges is less than RM5,000, you can file a claim in the Small Claims Tribunal in your state. The tribunal offers a faster, less formal alternative to civil court and does not require you to hire a lawyer. You can represent yourself and present your evidence (emails, screenshots, bank statements) directly to the tribunal officer.
If the amount exceeds RM5,000, you can pursue a civil claim in the Magistrate's Court or High Court. However, this option is more costly and time-consuming. Most users benefit from the MyCC complaint route first, as it is free and often results in quicker resolution.
Refunds and compensation for unwanted charges
If CTOS has charged you after you submitted a valid cancellation request, you are entitled to a refund of that charge. Whether you also receive compensation depends on the circumstances and the resolution route you choose.
Refunds for post-cancellation charges
If CTOS charged you RM9.90 or RM99.00 after you submitted your cancellation request and did not receive a timely confirmation of cancellation, that charge is unauthorised. You have three routes to recover it:
- Direct request to CTOS: Email [email protected] with your cancellation confirmation email and a request for a full refund of the unauthorised charge. CTOS may process this refund within 5 to 10 business days if the evidence is clear.
- Bank or card chargeback: Contact your bank or credit card issuer and request a chargeback or dispute on the grounds that the charge was made after you cancelled the subscription. Provide your cancellation email as evidence. Most banks will reverse the charge within 10 to 14 days.
- MyCC complaint: If CTOS refuses to refund, file a complaint with the MyCC. The commission can order CTOS to refund the charge as part of its investigation findings.
Compensation for breach of the consumer protection act 1999
If CTOS has systematically breached the Consumer Protection Act 1999 - for example, by failing to provide clear cancellation terms or by ignoring multiple cancellation requests - you may claim compensation beyond the refund amount. Compensation can include damages for loss, inconvenience, and unfair conduct.
Under the Act, CTOS can be ordered to pay compensation of up to RM50,000 in egregious cases, although typical compensation for unauthorised charges ranges from RM500 to RM3,000. The MyCC and the Small Claims Tribunal can both award compensation as part of their findings.
Comparison table: cancellation methods and timelines
| Method | Time to cancel | Evidence created | Recommended |
|---|---|---|---|
| Email to [email protected] | 5-7 business days to confirmation | Yes (timestamped email record) | Yes, primary method |
| Phone call to 03-2722 8800 | Same-day verbal confirmation, written confirmation in 2-3 days | Partial (phone note + follow-up email) | Secondary option with email follow-up |
| MyCC complaint (if CTOS refuses) | 30-60 days for investigation | Yes (formal complaint record) | Escalation route only |
| Small Claims Tribunal | 60-90 days for hearing and decision | Yes (court record) | For claims under RM5,000 if MyCC fails |
| Bank chargeback | 7-14 days | Yes (bank dispute record) | For unauthorised post-cancellation charges |
| Deleting account or blocking payment unilaterally | Immediate but ineffective | No (does not constitute formal cancellation) | Not recommended - will not protect you legally |
Email is the safest and most straightforward cancellation method because it creates a timestamped record that CTOS cannot deny receiving. Phone calls are acceptable if you follow up immediately with an email confirmation, ensuring you have written documentation of your request.
Checklist: steps to take before and after cancellation
Use this checklist to ensure you have completed every step and created the necessary safeguards against unwanted charges or disputes.
Before you cancel
- Identify your renewal date by reviewing your account dashboard and bank statement. Mark the date one month before renewal as your cancellation deadline.
- Take screenshots of your subscription plan, billing status, and last payment confirmation (showing the date, amount, and RM currency).
- Download and save all CTOS reports, credit scores, and alert history you may need after cancellation.
- Verify your contact details (full name, email, account ID, phone number) so you can provide them accurately in your cancellation request.
- Review the terms one final time at cm4.cmctos.com.my to confirm the one-month notice requirement and the correct support email address.
During cancellation
- Compose your email with the subject line "Request to cancel SecureID subscription" and include all required details (name, email, account ID, renewal date, amount last charged).
- Attach evidence (screenshots of your subscription status and last payment) to your cancellation email.
- Send to [email protected] and save a copy to your records immediately.
- Note the date and time you sent the cancellation email for future reference.
- If calling 03-2722 8800, record the date, time, representative's name, and reference number provided by the agent, and follow up with an email within 24 hours requesting written confirmation.
After you cancel
- Wait for confirmation from CTOS support within 5 business days. The email should state the cancellation date and confirm no further charges will apply.
- Save the confirmation email in a dedicated folder on your computer or cloud storage.
- Monitor your bank account on and after your next scheduled renewal date to verify that no CTOS charge appears.
- If a charge appears, take a screenshot immediately, contact your bank to dispute it, and escalate to CTOS support with a reference to your cancellation confirmation.
- If CTOS does not respond to a follow-up request within 7 days, file a complaint with the MyCC at mycc.gov.my or by email to [email protected].
- Keep all emails, screenshots, and bank statements for at least 12 months in case further action is needed.
Contact and escalation details
If you need to contact CTOS to cancel or escalate a complaint, use the following details. All contact channels are monitored during Malaysian business hours (Monday to Friday, 9 AM to 5 PM).
CTOS customer support
- Email (primary method for cancellation): [email protected]
- Telephone: 03-2722 8800
- Website: ctos.com.my
- Postal address: CTOS Data Systems Sdn Bhd, Menara Shopper 45, Jalan Raja Chulan, 50200 Kuala Lumpur, Malaysia
Malaysian competition commission (MyCC) for complaints
- Email: [email protected]
- Website: mycc.gov.my
- Postal address: Suruhanjaya Persaingan Malaysia (MyCC), Level 1-6, Plaza Sentral, Jalan Stesen Sentral 5, 50470 Kuala Lumpur, Malaysia
- Telephone: 03-2272 3333
Bank or credit card issuer (for chargeback)
If you were charged after cancellation and CTOS refuses to refund, contact your bank or credit card company's fraud or dispute department immediately. Provide your cancellation confirmation email and the unauthorised charge as evidence. Most banks will initiate a chargeback within 2 to 3 business days and resolve it within 10 to 14 days.
Summary: cancel CTOS with confidence
Cancelling CTOS SecureID is straightforward once you understand the legal framework and the procedural steps. The Consumer Protection Act 1999 grants you the right to cancel any auto-renewing subscription, provided you give the documented notice (one month in the case of CTOS). The key to avoiding unwanted charges is to submit your cancellation request at least 30 days before your next renewal date, obtain written confirmation from CTOS, and monitor your bank account to ensure no further charges appear.
If CTOS refuses to cancel, ignores your request, or charges you after you have submitted cancellation, you have multiple legal remedies: a direct request for refund, a bank chargeback, a MyCC complaint, or a Small Claims Tribunal action. The MyCC is the fastest and most effective escalation route for most consumers, as it is free and investigates unfair commercial practices.
Yafee has walked thousands of Malaysian consumers through the cancellation process, helping them recover unwanted charges and secure confirmations that protect them from future disputes. By following the checklist above and submitting your cancellation via email with supporting screenshots, you create an unbreakable record that protects your position under Malaysian consumer law. Keep your confirmation email safe, monitor your renewal date, and do not hesitate to escalate to the MyCC if CTOS fails to honour your cancellation request. Yafee is here to help you navigate every step, and the law is firmly on your side.