Jamie Lee

On the 14th of July, RM19.20 disappeared from my Touch N Go (TNG) card. I quickly called the number on the card and spoke to Zana. She said that she will check and call me back. After one month, she did not call me. So, I called in August and she said that they will be sending me a refund soon.

2 months passed and I did not get my check. So, in October, I called Zana again and she was not available. I left a message for her to call me back and she did not call me. I called her again and she said that the computer was not updated and therefore she could not confirm the amount to be refunded.

Again, she promised to call me back and she didn't. When I called her back again, she said the amount to be refunded was RM17.60 and not RM19.20. When I asked her to explain the difference in the amount she said that she will have to check and call me back.

Again, she did not call me back. By then it was November and when I called to speak to her, she was always busy. Although I left messages for her to return my call, she did not return my call.

As I was tired of being given the run around for 4 months!, I asked to speak to the manager Izatul. I was told she was not free. I left her a message to return my call but she did not. I called again and she was still not free. Again, I left a message and she did not return my call.

I tried calling Zana again and she was still not free so I decided to try my luck with the person on the phone, Venga, to whom I had to go through the entire process of explaining my problem again.

We went through the missing transaction together and Venga agreed that the amount to be refunded to me was RM19.20. He assured me that they would issue a check by the first week of December for that sum.

Last week, I received the check and it was for the sum of RM17.60!

I tried calling Venga but he was not free. I left a message for him to return my call and he did not return my call.

Today, I finally got a hold of him and his explanation is that there is a transaction of RM1.60 that was not updated in the system. When I asked him what that transaction was, he said that he had no idea. He asked me to write in for an explanation.

I told him that I was fed-up as it has been 5 months since July that I have wasted time making phone calls and this matter has not been resolved.

The last I heard from him is that he will fax me a letter explaining the situation. I have not received anything so far.

The issue is not so much the RM1.60 but I'm sick and tired of the poor service that TNG offers. I was using FastTrak before and have never had any problems. I am now forced to use TNG by the government and it is a system that does not work properly. How can RM19.20 disappear from my card just like that!

And why does it take so long just to get a refund!

[ My Desire Outcome ] :
Shut down TNG and reinstate FastTrak.
Sack Zana, Venga and Izatul for not returning calls, making false representations and promises and for giving TNG a bad name.
Refund the full amount owing with interest.
Compensate me for wasting my time chasing this matter for 5 months!