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Support system for cashless top-ups must be adequate

Support system for cashless top-ups must be adequate
Singapore’s public transport system aims to go cashless by 2020 as part of the Smart Nation push, but some people are at risk of being left behind amid the fast pace of change. TODAY file photo

Support system for cashless top-ups must be adequate

I had a frustrating experience when using the General Ticketing Machine to top up my Nets FlashPay card (Elderly commuters try using machines for first time as 11 MRT stations stop cash top-ups at service counters; Sept 1, online).

The top-up amount was deducted from my credit card, but not updated on my FlashPay card.

I contacted the passenger service officer with the receipt, which indicated the error, and he told me to contact my bank.

So I called Citibank, but to my horror, I was asked to check with passenger service or Transit Link’s office.

To get my money back, I emailed Citibank, called its hotline and left messages, but there was no response.

I also contacted Nets, whose response was that this issue was not its responsibility and that I should contact my bank.

It is not a good idea to go cashless if no organisation wants to take responsibility when things go wrong — something to think about now.