KUALA LUMPUR: Some Touch ‘n Go (TNG) customers are unhappy over the service’s mobile application, which cannot transfer money to the physical card.
They cited misinformation on the part of the company when they discovered the cumbersome features of the mobile app.
Adib Salleh said he downloaded the app and reloaded RM100 into his account, thinking that he could transfer the amount to his TNG card.
He discovered that he had to go to a Pick-Up-Device, which is a machine placed at strategic locations like convenience stores and petrol stations, within 24 hours to complete his transaction.
Thinking that it was too troublesome, Adib requested for a refund, which was made three days later.
Shawal Abdul Rashid also faced problems with refunds when the TNG call centre informed him that the process would take nine days, and that he needed to close the account he made for using the app.
Obliging the request, he waited 20 days before being informed by TNG that he had given them the wrong account number to transfer the refund.
“The service is bad. I received my refund after 28 days.
“I hope companies ensure their services are efficient before promoting them.”
Another consumer, who only wanted to be known only as Badrul, said while the app allowed for payments to be made for prepaid top-up, utility bills and purchasing of flight and movie tickets, it could not carry out the main purpose of reloading the TNG card.
“What is the use of such advanced services if you cannot provide the basic necessity?”
A spokesman for TNG said the company will look into the complaints and urged those affected to email firstname.lastname@example.org.
He said the company adhered to the highest standards of
governance when it came to providing quick reimbursements to customers.
He said the TNG mobile app was designed to function as an e-wallet. It can be used to pay for retail purchases, parking, transport fees and other services.
The app also allows users to link up to three TNG cards in its e-wallet system.
A pilot initiative using a Quick Response code in the app allows commuters to use the app when travelling between seven stations along the Kelana Jaya Light Rail Transit line.