Warn­ing is­sued to carpark op­er­a­tor over mul­ti­ple CashCard de­duc­tions

The Straits Times - - FORUM - Lim Yin-Fern (Ms) WRITE IN:

We thank Ms Koh Yen Cheng for draw­ing our at­ten­tion to an is­sue with her CashCard de­duc­tions (Mul­ti­ple CashCard de­duc­tions a wor­ry­ing prob­lem; Oct 11).

Nets takes a se­ri­ous view of such in­ci­dents and works closely with carpark op­er­a­tors to en­sure that the elec­tronic pric­ing sys­tem im­ple­mented in their carparks are se­cure and up to date.

We have is­sued a warn­ing to the carpark op­er­a­tor at Lucky Plaza to up­grade its sys­tem or face ac­tion.

As cor­rectly pointed out by Ms Koh, it is the carpark op­er­a­tor’s in-ve­hi­cle unit (IU) de­tec­tor that ini­ti­ates the de­duc­tion from the CashCard.

Cases of mul­ti­ple de­duc­tions, while un­com­mon, may arise if the op­er­a­tor’s sys­tem did not record the first de­duc­tion suc­cess­fully and pro­ceeds to ini­ti­ate another de­duc­tion.

As the carpark mer­chant will send only records of suc­cess­ful trans­ac­tions to Nets for set­tle­ment, Nets will not be no­ti­fied of the first “un­suc­cess­ful” de­duc­tion.

Hence, Nets de­pends on mo­torists to in­form us of such cases so that we can work with the carpark op­er­a­tor to fix the faulty sys­tem and pro­vide a re­fund to the cus­tomer.

Cus­tomers may check and print their CashCard trans­ac­tion his­tory at any Nets self-ser­vice sta­tion, Nets top-up ter­mi­nal or DBS/POSB, OCBC or UOB ATM.

Cus­tomers who no­tice a dou­ble de­duc­tion may ap­proach Nets for a re­fund.

Since the mid­dle of last year, we have pro­gres­sively en­hanced our self-ser­vice sta­tions so that con­sumers can re­ceive credit for any ad­di­tional de­duc­tion back to their Nets CashCard at these sta­tions.

At the sta­tion, con­sumers have to place the CashCard on the ma­chine and se­lect the “credit/re­bate” but­ton on the sta­tion. The amount will be cred­ited back to their CashCard within three days.

In Ms Koh’s case, she had re­quested a Giro re­fund to her bank ac­count, which takes up to 14 days.

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