Dormant Touch ‘n Go cards bog down the system

WE refer to the letter “Revise the unfriendly Touch ‘n Go card terms” ( The Star, March 14). On behalf of Touch ‘n Go Sdn. Bhd. (TNGSB), we would like to thank the reader for raising this issue to our attention. We would also like to apologise for the inconvenience experienced by the customer.

We wish to inform that the card will become dormant after being inactive for twelve (12) consecutive months. A dormant card requires exceptional handling and an administrative fee of RM5.30 is charged in accordance with the terms and conditions stated in the cardholders’ agreement. These dormant cards carry loads that prevent the Touch ‘n Go system from operating optimally, thus affecting our service level to other active users. The cost of system maintenance and administration also grows exponentially with the increasing number of dormant or inactive cards.

To prevent deactivation, all cardholders are advised to use or reload their cards at least once a year. Users could also transfer the card to another user by notifying our Touch ‘n Go Careline to update the new user information.

On another note, the prepaid value reloaded into Touch ‘n Go cards shall not expire. Customers can request for termination of the dormant card and the balance will be refunded by either crediting the amount involved into their bank account or via a cheque.

The refund process requires proper handling and verification to ensure the balance is refunded to the rightful owner.

Delays can also happen when users’ information are incomplete, card transactions differ from the system’s data or other matters related to the Personal Data Protection Act. However, immediate action has been carried out to resolve the refund turnaround time and we will take appropriate steps to improve the process.

Meanwhile, we would like to advise the complainant to contact us directly in order to solve the matter soonest possible. Please visit our website at www.touchngo. com.my, follow us @MyTouchnGo via Facebook and Twitter, SMS TNG <your inquiry> SEND to 36266, email careline@touchngo.com.my or contact Touch ‘n Go Careline at 0327148888.

We regret any inconvenience and hope the above clarifies the writer’s concerns.