Ultra poor service by TOUCH n GO

[Shiq]

I did a transaction similar to what you did very recently but in no way did I encounter any issues or attitude from the counter staff.

In fact, they were more than helpful in completing the transaction as quickly as possible. For my case, my expired card had close to RM200 balance, and so we hoped to just get a refund in cash.Went to the counter and they said they don't do cash refunds, but instead, if they could either refund to an MY bank account (a la GIRO), replace with a new card or transfer the balance to an existing card, which we were fine with.

 

Yes, verification is not something 'silly' they do for fun to piss you off. It's actually part of their SOP as in every instance they just want to check to ensure that its not a theft issue and corroborate with your recollection. For me, I suppose it wasn't too difficult as all of my transactions are primarily at Customs and Toll booths.They also did ask about roughly the denominations I frequently topped up and where, which is always the same amount for me and usually in a handful of places which I frequent. Following the verification, you just fill in the form and the transaction's done. Takes roughly 10 minutes tops.

 

I suppose you might have stepped on their toes by virtue of your attitude - Yes, you are right in stating whatever data on your card's in their system, but henceforth it is also their right to verify the data and the burden to prove and verify is on you. I think in any situation, co-operation and mutual respect does go a long way. Whipping out your camera and clashing head on with the service provider and authority would not be very wise.

Totally agree.

 

After transferring the balance from the expired card to the new one I had, the staff even handed me a brochure that has a guide on the steps for registering the new card and briefly went through the procedure with me.

 

I guess the way you treat others will highly determine the way they treat you back and being humble does go a long way.

[Evillusion]

I never top up my Touch n Go card with a lot of money.

 

Max RM30 inside after each trip - just enough for the RM20 to enter Malaysia for next trip and top up at petrol station or toll booth.

 

If card expires, take it as can throw away the card.

Wah.....i thought i am the only one.......but i a bit atas....50rm everytime! Dont want to put too much inside, once in want to claim back cash damn cialat...same like our cashcard.

[t0y0ta]

Bros, go gentle on TS lah.

 

Otherwise next thing no more interesting sob stories to hear on MCF

[Victor68]

Malaysia pattern some many, why waste time with them. if you just going to JB and nearby, top up $50 each time ok liao. Now can top up at Watson very easy. Problem with card just throw lah. They want money only mah. Small price to pay if you want to go in.

 

VEP, my take is to hold. They going to have massive jams once implement. So unless you die die must go in or love the jam, then you go. Wait for a month or 2 then you know if they postpone again lah. 

[Evillusion]

If you only drive to JB then 50 RM is more than enough. But if driving to BKH then tak cukup leh. At least 200 RM two way.

Whats BKH? Yes.....when i want to go further then i top up more.....usually 300rm if want to go melaka or further up. I dont see any need to up more as the transaction fee per top up is only 50 sen! Edited May 13, 2019 by Evillusion

[Evillusion]

Bukit Kayu Hitam, negeri Kedah.

Wah! thats far....the furthest i have been was simpang pulai from Cameron Highlands......

[Evillusion]

Toll about 100+ RM from JB.

Frequenting Hatyai ya?

[Evillusion]

Krabi, Phuket, Songkhla, .. Better roads than MY.

never been to those place before....those are tourist area....money-making, sure nice! A lot of MY roads are being upgraded....jb have a lot of these....even Port Dickson ones are good! But i prefer no upgrading....maybe smoothen the roads for comfort but keep the old ambience! MY highways are mostly under private company......this companies earns million but their maintenance schedule is like non-existence.

[Shibadog]

never been to those place before....those are tourist area....money-making, sure nice! A lot of MY roads are being upgraded....jb have a lot of these....even Port Dickson ones are good! But i prefer no upgrading....maybe smoothen the roads for comfort but keep the old ambience! MY highways are mostly under private company......this companies earns million but their maintenance schedule is like non-existence.

 

 

try Mae Hong Son loop 

[Evillusion]

You won't be driving through tourist places along the way. Just regular towns. Even Krabi town proper is not really touristy, only tourists near the Ao Nang beach. You can even visit the workshops there.

Can imagine these places must be a good and nice drive from one town to another......maybe one day i will give it a try!

try Mae Hong Son loop

Wah......the road looked so deserted! No wonder it looked new....

[Icedbs]

 

 just wanted to share my bad experience with the Touch n go service office (at Jalan Lingkaran Dalam) this morning...

 

Situation:

I had a touch and go card that was purchased many many years ago.... with reduced amount of balance in card, so need to do a top up....

 

Process / procedure :

Used to do top up at the woodlands checkpoint (malaysia customs) , but they have discontinued and told us to go to any shell station to do top up

I had to drive to nearest JB shell station to do top up,  but was told that the card expired... so need to go nearest Touch n Go office to renew or top up 

 

Experience 

when my wife reaches there (Touch n go ), the staff (claimed her name is farah) was very rude and made things difficult and insist the registered card owner must be present ... so she had to ask me to go in 

 

when I went in, the staff ask some silly questions on the card... such as how much we normally top up  and where do we top up (like they are collecting data for a customer expenditure survey)....  we gave the information and told her al these should be available in their system 

 

The staff was unhappy and tried to be more difficult by asking the next ridiculous question, .. asked if we had use this touch n go to pay car park...   

My answer is I pay almost all my carpark fees through cash ...  my recollection is i use this card as per the original intent which is meant for toll fee and customs payment and I don't use this card or even associate this card for any car park payment....  

 

she turned around and said.. okay then data mismatch... validation failed... you need to go register again

 

Her logic seemed like...  one could be using the card for a 1000 or million times for toll payment but if there is 1 car park payment (dunno where/when) and you are unable to tell me there is , then this is treated as data unable to be validated

wow... I have not chanced upon a more sophisticated data processing intelligent brain or organisation that develop such a system of inflexibility or obstipation ..

 

i was shocked.... what sort fo data is mismatched? i asked,   i am the owner of the card....  with a long span of the years using the card... who can recalled every small transactions throughout the years and if 1 data is not matched, the staff conclude that it is data mismatched?....   .. and this is all happening just to be able to top up a cashcard 

 

My Aftershocked experience 

firstly, the staff is unprofessional......just applying her personal biasness and discriminate against individuals and decision is based on her whims and fancy...

secondly, the so called validation data process is a joke.....  who can remember every steps /amount the card has been top up...   just a general answer aligned with what she wants to hear is considered validated... and another general answer not aligned to what she wants to hear is invalidated

 

there is also no consistency in the validation process...

 

if validation is needed for a top up cashcard (not sure it is needed, overkill), then please do it properly with consistency and had a good basis for the answers (establish how certain slight deviations are acceptable)

for example  she ask what was top up, we answer vaguely like RM 100-200....    but actually there were other higher or lower denominations as well... but she can accept those as validated..

 

when she asked if the card is use for paying carpark... I told her, so far, my recollection is mainly for road toll tee and the VEP customs payment as its original intend, many carparks that i go to doesn't have this touch n go payment option ... i pay cash for those...  yes ..many car parks have since implemented to accept touch and go, doesn't means i have changed my way of paying carpark.. maybe a single occurrence or so

 

 With the system data in front of her,  she should be able to look at the overall data .. perhaps 99.9% of times, I am paying as tolling fee and maybe 0.1% of the total is used to pay carpark such as a particular instance... if so, what is the basis of saying the data is invalid 

 

then there is another staff (presuming the office manager or the manager in charge), he warned me to stop recording the whole episode and also wanted to stop me from taking a photo of the Touch n go's Refund Notice printout where it has office contact number for me to write to complaint.  He also asked the to delete the video

Again ridiculous request, I asked where in that office was it stated we are not allow to take video and why is is not allow to take a photo of the contact information of that notice for me to send my complaint to ? anyway those are the proof of how bad service provider they are ...   deletion would be a waste 

 

Looking back, 

the validation process redundant and irrelevant... might as well ask everyone to register new one and not waste time talking to bunch of crowns

 

I don't know what else to say...   the company should consider replacing those unprofessional staff  or improve the process or leave it as it is (which will be probably what they will do)

 

 

When my T&G card expired, I just throw them away..regardless of how much $$$ is in it.

 

I don't want to waste time claiming and all that at dunno which offices and then go through all kind of agony like the one above. I am not even sure if they have a consistent SOP in claiming these cards.

 

If anyone has good experience in claiming expired cards, please share the process here.

 

For Toping up, it is easy...just go to any petrol kiosk.

[Wt_know]

well said. i have thrown 1-2 cards probably with 20-30rm balance

donated for cheap petrol pumping for years

instead of go through the agony ... value much more than that ...

[Dafansu]

When my T&G card expired, I just throw them away..regardless of how much $$$ is in it.

 

I don't want to waste time claiming and all that at dunno which offices and then go through all kind of agony like the one above. I am not even sure if they have a consistent SOP in claiming these cards.

 

If anyone has good experience in claiming expired cards, please share the process here.

 

For Toping up, it is easy...just go to any petrol kiosk.

 

their office just after the woodlands shell, one small building, can park directly outside then walk-in. Didn't have good experience with the claim thought, at first told me will send cheque to me in Singapore, after some time received an sms to request for bank account for bank transfer. I didn't follow up. 

[1fast1]

By the name of this card, you should already have an idea of what to expect.

Then what about a budget carrier airline called FLY BY NIGHT? Edited May 13, 2019 by Turboflat4

[may_dream]

well said. i have thrown 1-2 cards probably with 20-30rm balance

donated for cheap petrol pumping for years

instead of go through the agony ... value much more than that ...

i just time it that before card expire, i use it to pay for small toll charges like RM3.90 until left less than RM3.90. so throw it away as card deposit... don't need to worry about claiming for that few RM. 

[Icedbs]

well said. i have thrown 1-2 cards probably with 20-30rm balance

donated for cheap petrol pumping for years

instead of go through the agony ... value much more than that ...

 

Health is wealth.

 

I know it is wasteful to throw away RM$20-$30 worth (usually what is left since I don't top up very much as I seldom go in) but the agony, effort, energy in claiming is quite detrimental to health. We may not see it, but the effect on our moods, the draining of our energy, the bad vibes after that, etc......will subsequently affect our health, our behaviour and our relationship with others. 

 

And it just ain't worth it.

 

As I age, I see less in money and more in health & good relationship with others.

Edited May 13, 2019 by Icedbs

[Evillusion]

well said. i have thrown 1-2 cards probably with 20-30rm balance

donated for cheap petrol pumping for years

instead of go through the agony ... value much more than that ...

Throwing them is a stress reliever.......beats getting stressed out for a few rm!

[Wt_know]

Sat morning cheong JB BKT ... RM50 jiak liao by afternoon pangsai chu lai liao ... can claim back?

 

Throwing them is a stress reliever.......beats getting stressed out for a few rm!

Edited May 13, 2019 by Wt_know