First of all, we would like to thank Mr. Thomas Tee for highlighting the matter to us. We would like to take this opportunity to provide further clarification for the benefit of all our customers.
Touch 'n Go cards will become inactive or dormant if the card has not had any transaction or usage for a consecutive period of 12 months. A dormant card requires exceptional handling and an administrative fee of RM5 is charged in accordance with the terms and conditions as stated in the cardholders agreement. In the event of a dormant card continues to remain inactive, a maintenance fee of RM5.00 will be charged and deducted from the deposit or unutilized card balance once every 6 months. Therefore, cardholders are advised to use or reload the card once a year to prevent deactivation. Alternatively, users could also transfer the card to another user and update us the new user's details.
As in Mr. Thomas’ case, his card has been deactivated as it has not been used for more than 1 year prior to the last reload transaction at bank ATM. The fact that the deactivated card was able to function at the said toll lane after the RM100 reload was due to system error at the toll lane.
All new Touch ‘n Go cards come with a one-year warranty period. Therefore, should Mr. Thomas continue to face problems with the new card, he can claim a replacement card free of charge at any of our service centers.
Last but not least, we would like to apologize for the inconvenience faced by our customers.
TOUCH ‘N GO SDN. BHD.
Customer Service Division