. : : Urban Reality : : .

3 days ago I lodged a complaint regarding my Touch ‘n Go balance which had RM7.00 deducted as a penalty due to their system error. I’ve received replies from their Customer Service Executive.

This is the first reply I got…

 

“On 11/6/07, touchngo_careline@rsegar.com <touchngo_careline@rsegar.com> wrote:

Dear Mr Melvin Wong,

 

Greetings to you.

We noted that there was maximum fare charge occurred on your card serial no. 1706412274 for your journey at KTM on 01 November 2007.

In the case of train fare deduction through Touch ‘n Go card, the occurrence of maximum charge may be due to ’system error’ or failure of user to adhere to proper card usage such as,

1. The card did not have complete transaction (’touch in’ and ‘touch out’ for previous journey either at KTM-Komuter, LRTs or Monorail) when touch for the new journey.

2. ‘Touch in’ and ‘touch out’ at the same station after more than 1/2 hour/span>

3. ‘Touch in’ at the originating and ‘touch out’ at the exit station execeeded time limit (> 4 hours)

4. Multiple touches at reader upon entry or exit station

We are keen in assisting you and would appreciate if you could furnish us some additional information on the reason(s) for maximum charge to occur, entry and exit stations for the transaction.

We look forward to receiving your reply soon. 
If you have any queries, please do not hesitate to contact our Touch ‘n Go Careline Centre at 03-7628 5115 (7.30am to 7.30pm : Monday to Sunday). We will be glad to assist you.

Kind Regards,
AZLINA YAKUB
Executive - Touch ‘n Go Customer Service”

 

Upon reading it, I feel that it isn’t a case of user-error.I then proceeded by replying her with more detailed informations in a chronological manner. And this is what I received just now..

 

“

Dear Mr Melvin,

Hello and a good day to you.

Please allow a time frame of 30 days for us to process your complaint (Reference no. ACB160xxx). We shall seeking approval for a refund from the service provider concerned. In the event a refund is approved, the amount shall be reimbursed via cheque.

For your information, if your previous transaction has no ’touch out’ information at LRTs, KTM-Komuter or Monorails, please bring your card at Touch ‘n Go counter to close transaction data in your card chip before your subsequent usage.

 

Locations	Operational Hours
LRT PUTRA Kelana Jaya, Taman Jaya, Kerinchi, Bangsar, Dang Wangi, Ampang Park, Setiawangsa, KLCC, Masjid Jamek, KL Sentral, Wangsamaju, Gombak	Monday - Sunday (7:00 am-2:30 pm & 4.30 pm-9.30 pm)
LRT STAR Masjid Jamek, Ampang, Bandar Tasik Selatan, Sri Petaling	Monday - Sunday (7:00 am-2:30 pm & 4.30 pm-9.30 pm)
KTM-KOMUTER KL Sentral	Monday - Sunday (7.30am - 8.30pm)
RSSB Hub – KL Sentral	Monday - Friday 10:00 am – 8:00 pm Saturday 10:00 am – 3:00 pm

We thank you for your feedback and assure you that RSSB shall continuously find ways to improve our services.

If you have any queries, please do not hesitate to contact our Touch ‘n Go Careline Centre at 03-7628 5115 (7.30am to 7.30pm : Monday to Sunday). We will be glad to assist you.

Kind Regards,
AZLINA YAKUB
Executive - Touch ‘n Go Customer Service”

 

It’s gonna take a month to process the complaint. I’m definately crossing my fingers on this. Hopefully I’ll get my refund back or else it would be more feasible to use normal/manual tickets than getting money deducted for nothing..

Anyway, Azlina.. thanks for processing my complaint.

Cheers!

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