Challenge Response answers is as important as the password itself.
Just before Christmas 2023, I inadvertently locked my Public Bank e-banking account by failing the challenge-response questions. The account lockdown occurred when I tried to initiate a transfer to a new account, one to which I had never transferred funds before. At that point, I was confronted with the challenging response questions. Unfortunately, I couldn't recall the answers I had previously set for these questions, and after several attempts, I found myself unable to log in to my e-banking account.
The error message seen was :
Your User ID has been locked for security reasons.We will contact you within 24 hours to unlock your User ID. We appreciate your patience.
I contacted Public Bank's general helpline, but the representatives were unable to unlock my ID. They informed me that lockouts related to challenge-response IDs require assistance from Public Bank's Cyber Fraud Security team. I was provided with the contact number 03-2177 3555 (aka Cyber Fraud Case Management). The support team at the main support line at 03-21708000 will not be able to assist, they can only assist to unlock account if in-correct password was attempted.
Update : The latest update in 2026 is the line number 03-21773555 calls through but never gets picked up. Need to wait around 24 hours and one of the staff at the Cyber Fraud Security team will call you up.
After persistently trying, I successfully reached the Cyber Fraud Security (aka Case Management) team and they assisted in restoring functionality to my Public Bank e-banking account.