| 1. |
Why am I being charged many times more than what I should pay? |
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Touch ‘n Go calculates the payable fare based on entry and exit information, i.e. time and distance.
When there is no information to determine the service length or distance, then a maximum charge will be imposed. This is the same when a person loses a parking/transit ticket.
Based on our records, most of these cases are resulted from improper usage, such as:
| a. |
Customer accidentally used two different Touch ‘n Go cards to enter and exit the Touch ‘n Go lane. |
| b. |
Customer chose cash payment by taking a transit ticket at the entry but exited with Touch ‘n Go card and vice versa. |
| c. |
Customer entered and exit at the same toll plaza (illegal u-turn). |
| d. |
Customer’s entry/exit data was not captured by the system due to improper way of using SmartTAG, i.e. having weak SmartTAG battery, travelling too fast at the SmartTAG lane and following too close from the front vehicle. |
We urge customers to always monitor the card balance & report any discrepancy to TNGSB as soon as possible. |
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| 2. |
What Do I do when I have been overcharged? |
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Please fill in a complaint form “Aduan Caj Berlebihan” (ACB) at any Touch ‘n Go counter. You may also contact us at Tel: 03-762585115, Fax: 03-76285100 or email: touchngo_careline@touchngo.com.my
You will be given a complaint acknowledgement slip with a serial number for reference. If the complaint is made through the Careline Centre, a complaint number will be given when you make the report.
TNGSB will submit your complaint details to the service providers for investigation and refund approval. |
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| 3. |
Does TNGSB refund the overcharged amount to customer? |
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Refund would be made on a case-to-case basis, depending on approval from the relevant toll operators/service providers. |
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| 4. |
How long would it take to get my refund? |
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It usually takes around 30 days. However, we are looking for ways to speed up this process. |
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| 5. |
5) Why does it take so long to process the refund? |
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Before a refund can be made, the claim has to goes through several processes.
First, customer must lodge a report by filling in a complaint form at Touch ‘n Go counter or call us at 03-76285115. Then TNGSB will provide the information to the relevant service provider for their investigation. The service provider will approve or disapprove the claim. If the claim is approved, TNGSB will prepare a cheque and send it to customer via mail. |
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| 6. |
6) Why can’t TNGSB credit the refund straight into customers’ account/card instead of paying through cheque? |
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Refund is made via cheque to ensure the money is returned to the rightful owner of the card. Apart from that, it is also for accounting purposes.
We are looking into the possibility of automating the refund process and hopefully would be able to refund directly into customers’ card or account in the future. |
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| 7. |
Can I get an immediate refund? |
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No. We are unable to give immediate refunds to prevent any dispute with the service providers/operators. |
