Company does not own money in Touch ’n Go cards

WE refer to the letter “Questions on policies of Touch ’n Go” (The Star, Nov 16). On behalf of Touch ’n Go Sdn Bhd (TNGSB), we would like to thank the reader for bringing this issue to our attention. We would also like to apologise for the inconvenience experienced by the customer.

A Touch ’n Go card has a lifespan of 10 years and its expiry date is printed on the back. If a card has reached its expiry date, customers can visit the nearest Touch ’n Go customer service counter where a new card will be issued. The balance in the existing card would be transferred into the new card.

These services are available at Touch ’n Go CEC Bangsar South, NU Sentral, and Wisma Nufri (Johor Baru) and all customer service centres along highways across Peninsular Malaysia.

A Touch ’n Go card will become inactive or dormant if it has not had any transaction or usage for a consecutive period of 12 months. Once a card is deactivated, a dormant fee of RM5 will be imposed.

If a deactivated card continues to remain inactive, a dormant fee of RM5 will be charged and deducted from the unused card balance once every six months. The dormant fees are to cover system maintenance and administration cost.

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

For balances in the dormant card, customers have an option to get the money by direct transfer into their bank account.

We also want to clarify that all monies reloaded into the Touch ’n Go card are not deposited into the TNGSB account. Instead, they are deposited into the trustee account and are owned by the Touch ’n Go card owner/user.

All payments to service providers (toll, rail, parking operators and retail merchants) are made directly from the trustee to the said service providers. The Touch ’n Go card merely acts as an electronic purse to provide the convenience of speed and security when making everyday micro-payments.

In addition, TNGSB is also bound by the Unclaimed Money Act 1965 (2006 amendment) whereby all unused prepaid balances due to inactivity of transaction for more than seven years are required to be returned to the Accountant General’s Department.

For more information, visit www.touchngo.com.my, follow us at @MyTouchnGo via Facebook and Twitter, SMS TNG <your inquiry> SEND to 36266, email careline@touchngo.com.my or contact Touch ’n Go Careline at 03-2714 8888.

We regret any inconveniences caused and hope the above clarify the reader’s concern.