LETTERS: Almost all Malaysians use a Touch 'n Go (TnG) card. Nevertheless, a majority of them do not know that the card has a lifespan.
Consumers at large do not know that the card's lifespan is limited as they have not been informed by the service provider of the expiry date.
What's more, the expiry date is printed on the back and not on the front of the card like on an automated teller machine card.
Hence, the service provider has the duty to inform consumers or prominently print the expiry date on the front of the card. Such small print at the back of the card is not that visible to many.
The Federation of Malaysian Consumers Associations (Fomca) has received many calls from consumers who were unable to continue their travel because their TnG cards had expired. They were unable to use the card although they have sufficient sum in it.
To make matters worse, they have to cancel the card and wait for the balance sum to be transferred to their bank account. The process is indeed tedious.
The service provider must take charge and inform consumers about the expiry date and ensure that the expired card can be renewed easily. Besides that, the centres for the renewal of TnG cards must be made available in public places.
With Hari Raya around the corner, consumers need to check their cards to ensure that they are still valid.
Besides, the service provider does not send any reminder to the card holders as to when their card will expire.
The TnG service centre is not helpful either. Many have complained that when they call the centre for assistance, they are advised to use the online system to get refunds or report a loss.
Consumers, especially the elderly, will not turn tech savvy overnight and still need officers to guide them.
TnG must provide human touch and assistance rather than letting the computer advise users on what to do.
Fomca urges the service provider to send reminders to all registered card holders so that they have enough time to renew their cards.
It is also advisable for consumers to top up their MyKad in the event something goes wrong. At least, they will have a spare card to use if the TnG card is faulty or damaged.
BASKARAN SITHAMPARAM
Senior manager, Federation of Malaysian Consumers Associations
The views expressed in this article are the author's own and do not necessarily reflect those of the New Straits Times