WHEN I registered my Touch ‘n Go eWallet, for some reason, the name registered was an acronym, TOAIC.

This had created unnecessary confusion when friends were trying to send me money using the eWallet app.

Each time they notice the acronym, they wonder if it was my eWallet that they were money transferring to.

I wrote a few emails to Touch ‘n Go but did not receive any reply.

Finally, after waiting for almost 20 minutes one morning, I managed to speak to a customer service staff member, who was anything but helpful.

It irks me to think that the company is unable to provide good services to its customers over a simple request to change the name to one that I am known to most people.

After I copied Telelink, Bank Negara Malaysia wrote to them that they had to reply within four days.

Although the company complied, it did not help.

Initially, I was told that they could not change the name but subsequently, they did it based on the name on the MyKad despite my request to use the name I am known to most people.

For this reason, I told the company that it is also not allowed to use the name TNG eWallet for its app. Instead, it should be using Touch ‘n Go because this is the official name registered with the Registrar of Companies.

This is why it is ridiculous for Touch ‘n Go to say that its procedure does not allow me to use my common name and insists only on the name that appears on my MyKad.

Boost, another e-wallet, has no problem registering my name according to my common use. Therefore, it is time others join me in breaking the monopoly of Touch ‘n Go.

All toll gate lanes use Touch ‘n Go but despite its increased business, customer service is still below par.

It keeps on coming up with new cards that we have to buy, and it is not possible to transfer money from one card to another even though both are Touch ‘n Go cards.

In fact, Bank Negara and the Finance Ministry should require that all e-wallets be able to interface with each other so that we do not have to keep so many apps and cards.

In the past, telecommunication companies told us that we could not port out from their services easily and we will not be able to keep the same number, but now, it is easy to change the company if the service is bad and still keep the phone number.

With each card, there is a minimum of RM10 deposit: parking e-wallet with different municipalities, e-pay cards, special shopping mall cards and a host of other cards and e-wallets. – February 3, 2023.

* Stephen Ng reads The Malaysian Insight.

* This is the opinion of the writer or publication and does not necessarily represent the views of The Malaysian Insight. Article may be edited for brevity and clarity.