Refunds by Touch ‘n Go in process

3 days ago I lodged a complaint regarding my Touch ‘n Go balance which had RM7.00 deducted as a penalty due to their system error. I’ve received replies from their Customer Service Executive.

This is the first reply I got…


“On 11/6/07, <> wrote:

Dear Mr Melvin Wong,


Greetings to you.

We noted that there was maximum fare charge occurred on your card serial no. 1706412274 for your journey at KTM on 01 November 2007.

In the case of train fare deduction through Touch ‘n Go card, the occurrence of maximum charge may be due to ‘system error’ or failure of user to adhere to proper card usage such as,

1. The card did not have complete transaction (‘touch in’ and ‘touch out’ for previous journey either at KTM-Komuter, LRTs or Monorail) when touch for the new journey.

2. ‘Touch in’ and ‘touch out’ at the same station after more than 1/2 hour/span>

3. ‘Touch in’ at the originating and ‘touch out’ at the exit station execeeded time limit (> 4 hours)

4. Multiple touches at reader upon entry or exit station

We are keen in assisting you and would appreciate if you could furnish us some additional information on the reason(s) for maximum charge to occur, entry and exit stations for the transaction.

We look forward to receiving your reply soon. 
If you have any queries, please do not hesitate to contact our Touch ‘n Go Careline Centre at 03-7628 5115 (7.30am to 7.30pm : Monday to Sunday). We will be glad to assist you.

Kind Regards,
Executive – Touch ‘n Go Customer Service”


Upon reading it, I feel that it isn’t a case of user-error.I then proceeded by replying her with more detailed informations in a chronological manner. And this is what I received just now..


Dear Mr Melvin,

Hello and a good day to you.

Please allow a time frame of 30 days for us to process your complaint (Reference no. ACB160xxx). We shall seeking approval for a refund from the service provider concerned. In the event a refund is approved, the amount shall be reimbursed via cheque.

For your information, if your previous transaction has no ‘touch out’ information at LRTs, KTM-Komuter or Monorails, please bring your card at Touch ‘n Go counter to close transaction data in your card chip before your subsequent usage.



Operational Hours


Kelana Jaya, Taman Jaya, Kerinchi, Bangsar, Dang Wangi, Ampang Park, Setiawangsa, KLCC, Masjid Jamek, KL Sentral, Wangsamaju, Gombak



Monday – Sunday

(7:00 am-2:30 pm & 4.30 pm-9.30 pm)



Masjid Jamek, Ampang, Bandar Tasik Selatan, Sri Petaling


Monday – Sunday

(7:00 am-2:30 pm & 4.30 pm-9.30 pm)



KL Sentral


Monday – Sunday

(7.30am – 8.30pm)

RSSB Hub – KL Sentral

Monday – Friday 10:00 am – 8:00 pm

Saturday 10:00 am – 3:00 pm

We thank you for your feedback and assure you that RSSB shall continuously find ways to improve our services.

If you have any queries, please do not hesitate to contact our Touch ‘n Go Careline Centre at 03-7628 5115 (7.30am to 7.30pm : Monday to Sunday). We will be glad to assist you.

Kind Regards,
Executive – Touch ‘n Go Customer Service”


It’s gonna take a month to process the complaint. I’m definately crossing my fingers on this. Hopefully I’ll get my refund back or else it would be more feasible to use normal/manual tickets than getting money deducted for nothing..

Anyway, Azlina.. thanks for processing my complaint.


Post a comment


WW on January 1, 2008 12:16 pm

Did u get back ur refund…*sigh just wondering*
I wanna scream dy i kena the stupid penalty like 3 times..I mean like what r the chances man.. ktm blackout, exit closed, stupid smartass officer ….
How unlucky wei???!!!!! altogether 50bucks wei..i felt like the STUPIDEST person on earth.. screw the stupid KTM officers,,,,

kanages on May 7, 2008 10:44 am

i need my money back. i already report in sugai besi office. i lost my money when i used highway. on May 14, 2008 11:23 pm

I top-up RM20 on the noon and suddenly in the evening I can’t use it. Balance 60cents after touch it at the KTM KOMUTER..*&%%&^%&^%&^$$^%$

trina on July 6, 2008 2:21 pm

yea.. i also experienced losing money using touch and go in KTM. First was still accepted reason which I boarded the wrong train and got penalty RM10. It was fine to me. But the second time was so silly of me. I just dun understand why KTM still can operare in such lousy damn service. My touch n go having balance of RM50.60 then deducted till RM 27.80 without any significant reason. I would like to advice KTM passengers not to board the train at teluk pulai station. Damn ktm..

carynlim on December 29, 2008 11:50 pm

i lost abt rm 50 for the stupid penalty due to their sytem error..

hello on February 26, 2009 2:53 am

i want to know the process of gathering the info just from the card touched the scanner .PLEASE very quickly .

aura on August 26, 2009 1:15 am

Hey, do you know where I can activate my “tidak sah” Touch N Go card.
in Seremban?

Wanted to use to benefit from the rebate thing this year, suddenly realized ive not been using the card for some time now. ha-ha.

Hope you can help? Thanks 🙂

Paulyn Tan on September 3, 2009 10:28 am

Hi, i just purchase my Touch N Go a week ago. When i used the card for the first week and feel happy and should give me the feel of ‘convenient’. Somehow, when i use it for the Ampang line LRT on the 02/Sept morning the system was down when i can’t touch out at Hang Tuah station. Was receive a very rude comment from the STAR LRT staff to informed that the T N Go system was down in the evening.

melz on November 5, 2009 2:17 pm

my apologies for not updating my blog….

aura : you can do it at the Senawang toll, which you might already know by now.

paulyn : as far as i know, some certain stations are having issues that TnG are double charged. But i managed to get my refunds after making a big fuzz about haha… =p