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just wanted to share my bad experience with the Touch n go service office (at Jalan Lingkaran Dalam) this morning... Situation: I had a touch and go card that was purchased many many years ago.... with reduced amount of balance in card, so need to do a top up.... Process / procedure : Used to do top up at the woodlands checkpoint (malaysia customs) , but they have discontinued and told us to go to any shell station to do top up I had to drive to nearest JB shell station to do top up, but was told that the card expired... so need to go nearest Touch n Go office to renew or top up Experience when my wife reaches there (Touch n go ), the staff (claimed her name is farah) was very rude and made things difficult and insist the registered card owner must be present ... so she had to ask me to go in when I went in, the staff ask some silly questions on the card... such as how much we normally top up and where do we top up (like they are collecting data for a customer expenditure survey).... we gave the information and told her al these should be available in their system The staff was unhappy and tried to be more difficult by asking the next ridiculous question, .. asked if we had use this touch n go to pay car park... My answer is I pay almost all my carpark fees through cash ... my recollection is i use this card as per the original intent which is meant for toll fee and customs payment and I don't use this card or even associate this card for any car park payment.... she turned around and said.. okay then data mismatch... validation failed... you need to go register again Her logic seemed like... one could be using the card for a 1000 or million times for toll payment but if there is 1 car park payment (dunno where/when) and you are unable to tell me there is , then this is treated as data unable to be validated wow... I have not chanced upon a more sophisticated data processing intelligent brain or organisation that develop such a system of inflexibility or obstipation .. i was shocked.... what sort fo data is mismatched? i asked, i am the owner of the card.... with a long span of the years using the card... who can recalled every small transactions throughout the years and if 1 data is not matched, the staff conclude that it is data mismatched?.... .. and this is all happening just to be able to top up a cashcard My Aftershocked experience firstly, the staff is unprofessional......just applying her personal biasness and discriminate against individuals and decision is based on her whims and fancy... secondly, the so called validation data process is a joke..... who can remember every steps /amount the card has been top up... just a general answer aligned with what she wants to hear is considered validated... and another general answer not aligned to what she wants to hear is invalidated there is also no consistency in the validation process... if validation is needed for a top up cashcard (not sure it is needed, overkill), then please do it properly with consistency and had a good basis for the answers (establish how certain slight deviations are acceptable) for example she ask what was top up, we answer vaguely like RM 100-200.... but actually there were other higher or lower denominations as well... but she can accept those as validated.. when she asked if the card is use for paying carpark... I told her, so far, my recollection is mainly for road toll tee and the VEP customs payment as its original intend, many carparks that i go to doesn't have this touch n go payment option ... i pay cash for those... yes ..many car parks have since implemented to accept touch and go, doesn't means i have changed my way of paying carpark.. maybe a single occurrence or so With the system data in front of her, she should be able to look at the overall data .. perhaps 99.9% of times, I am paying as tolling fee and maybe 0.1% of the total is used to pay carpark such as a particular instance... if so, what is the basis of saying the data is invalid then there is another staff (presuming the office manager or the manager in charge), he warned me to stop recording the whole episode and also wanted to stop me from taking a photo of the Touch n go's Refund Notice printout where it has office contact number for me to write to complaint. He also asked the to delete the video Again ridiculous request, I asked where in that office was it stated we are not allow to take video and why is is not allow to take a photo of the contact information of that notice for me to send my complaint to ? anyway those are the proof of how bad service provider they are ... deletion would be a waste Looking back, the validation process redundant and irrelevant... might as well ask everyone to register new one and not waste time talking to bunch of crowns I don't know what else to say... the company should consider replacing those unprofessional staff or improve the process or leave it as it is (which will be probably what they will do)