Touch ‘n Go eWallet promises 30s response time

PETALING JAYA: Touch ‘n Go eWallet says that users can expect to have their calls answered within 30 seconds when they contact its dedicated hotline, which is based at the National Scam Response Centre (NSRC).

“In terms of our service level and answer rate for this particular fraud hotline, it’s very fast. On average, we’ll be able to pick up your calls within 30 seconds,” TNG Digital chief operating officer Mohd Herman Sarbini said in a press conference today.

The company said users can contact Touch ‘n Go’s hotline at 03-5022 3888 and select “4” for fraud to get in touch with its fraud operations team. To illustrate some success stories, the company claimed it was able to help some callers prevent their funds from being transferred to an unknown account on four occasions.

Mohd Herman added that the dedicated hotline will operate at the same hours as the NSRC 997 hotline, which is from 8am to 8pm daily.

TNG Digital chief executive officer Alan Ni advised customers to be aware that if their fraud-related issues involve multiple institutions such as other banks, it’s best to call the NSRC hotline.

“Otherwise if the fraud is TNG-specific, then they can call our careline,” he said.

As of March, Ni said the Touch ‘n Go eWallet has 19 million customers where the company is processing an average five to six million transactions per day.

Due to the high volume of transactions, Ni said the company has more reasons to “take security very seriously”.

Apart from the dedicated hotline at NSRC, Ni said Touch ‘n Go eWallet has also implemented four other security measures including face verification for when users perform activities such as logging into the app, changing their eWallet PIN, making payments and reloads on the app.

The company will also be tightening its fraud detection rules to block or limit certain transactions when it detects suspicious behaviour. Users will also receive an alert via email if any transaction has gone over the set limit.

The company has also introduced TapSecure as a mandatory one-tap approval function to authenticate transactions. This will restrict transactions to one approved device per account holder.

Another security measure is the implementation of a verification and ‘cooling-off period’ for when customers login to their account from a new device with a less secure authentication method, where they will be limited to a certain amount of top-ups or payments for up to 48 hours.

Ni assured customers that this cooling-off period won’t prevent customers from performing transactions such as toll payments or parking which it deemed as “low risk”.

The company added that it is also working on a ‘kill switch’ feature as announced by Prime Minister Datuk Seri Anwar Ibrahim in the Budget 2023 speech where he said all banks are required to implement.