Re: KTMB Case No : 20200818.ccc0087 - the biggest frustration Encountered with KTMB Customer Service Call Centre

To: YBhg Datuk Kamarulzaman Zainal
CEO
Legal and Secretarial Services Unit,
2nd Floor, KTMB Corporate Headquarters
Jalan Sultan Hishamuddin
50621 Wilayah Persekutuan
Kuala Lumpur

From : Madam Lim Yoon Leng
Hset No: 012-4490-688
Date : 5-9-2020

Dear YBhg Datuk

Re: An Extremely Disappointed Customer
Awaiting for a refund of RM78.00 being purchased for a returned train ticket which
has been “double booked” Caused by The Unstable System of KTMB Online e-Purchase

As per the above subject matter, I am extremely disappointed with your numerous staff that had handled my case. I had made more than 10 calls and all they could say is to wait for your Finance Department to look into it. They had promised me it would not take more than 14 days to response but up till now but today is the 20 days and I am still awaiting for a reply.

On 17 August, 2020 at 9 am

- I had helped a friend from KL to buy a returned train ticket thru' KTMB online. His name is Dato Christopher Partick Murray. Dato was supposed to board the train from KL Sentral to Ipoh on Tuesday, 20 Aug, 2020 at 12:20 pm and returning from Ipoh to KL Sentral on Thursday, 20 Aug, 2020 by boarding the 8:45 am train.

When the process of booking the returned train tickets were accepted, I remitted payment thru my AmBank Visa Card which came to an amount of RM78.00.

Sadly to say, after the amount of RM78.00 was charged by the my bank (AmBank approval code no 053563) - the transaction of buying the tickets had failed. I have printed out a copy for your reference which said - "Unfortunately your transaction could not be process."... enclosed for your easy reference.

After calling my Banker - I was advised by AmBank to call KTMB Service Call Centre to ask for a refund.

17/8/2020 (Monday)

- I managed to speak to your customer service and I did ask her for her advice, "macam mana nak beli ticket dari Ipoh dan kawan saya boleh ambil ticket dari KL Sentral, without paying". YOUR customer service taught me this .....

“ ... cik boleh beli ticket dari KTMB Ipoh counter and do a pre-payment. Lepas itu, Ipoh Counter will give you a prepaid voucher No and you could forward the PV No. to your friend in KL. She even assured me that I could definitely obtain a refund in 24 hours since it was NO fault of mine.

The Lady (sorry, I did not ask for her name) told me that KTMB system has been unstable since from Sat, 15 August till Mon, 17 August, 2020. I was advised by the Lady, if by 24 hrs or latest by 48 hours I do not get back my refund, I should call the KTMB Call Centre again.

18/8/2020 (Tuesday)
- after checking my bank account, i noted the refund from KTMB was not reflected in my visa card acct. (Ambank Visa Card No. 4031 4898 0001 0639). I then called KTMB. On this particular morning, the Lady who attended my call was Pn Ina.

(I am totally furious - is like ----> the only Slogan she is trained to SING for KTMB is ---> tunggu, tunggu saje, tunggu sampai kita punya Finance Department - contact saya, saya akan contact you." ...)

After verifying my name, i/c no. and e-mail address, Pn Ina told me that the so called "unsuccessful" transaction of the 2 tickets -> are now approved and the tickets could be downloaded from my KTMB online acct.
Unbelievable, I told Pn Ina... this is totally NOT FAIR.... the least KTMB could do for its customer, was to send me an email to alert me that the "unsuccessful purchased" of the returned train tickets are now approved and is in the KTMB online system for collection.

Monday, 17 Aug, I was told I could go ahead to buy a fresh returned train tickets but on Tuesday, 18 Aug - luckily I called, then only found out, I am stuck with 2 extra tickets in your KTMB online e-purchase system!

In order for Pn Ina to process my Claim, numerous questions were asked, as appended below:-

(1) When did I purchase the returned train tickets?
My Reply: the tickets were bought online via my desktop computer dd on 17 aug, 2020 @ 9:00 am

(2) Verifying my Ambank VISA Card No.
My Reply: Card No. 4031 4898 0001 0639

(3) Bank Approval Code
My Reply: Code No. 053563 & an amount of RM78.00 was charged.

(4) At what time did I perform the transaction?
My Reply: @ 9am on 17-8-2020

(5) I am providing a copy of the record to show the transaction did not go thru
"Unfortunately your transaction could not be process."

(6) Does I have the print out of the 2 unsuccessful returned tickets from my KTMB online acct?
My Reply: Yes

(i) KL Sentral to Ipoh via ticket no. 20081709650866 ** 20000000014567265-01
Departure date: 18-8-2020 @ 12:20pm
(ii) Ipoh to KL Sentral via ticket no. 20081709650866 **20000000014567266-01
Departure date: 20-8-2020 @ 8:45am

(7) From which telephone number did I call KTMB Service Call Centre?
My Reply: I am not able to tell because I called from my Office which have 10 hunting
lines. But all the numbers should start from 05 - since I am calling from
IPOH.

(8) Does I have copies of the 2 pre-paid returned train tickets purchased on 17 Aug, 2020
over the KTMB Ipoh Counter?

My Reply: Yes – tickets purchased under the name of Christopher

(i) under PV 192136
(ii) KL Sentral to Ipoh via ticket no. 200900001-00702676-01
- departure date: 18-8-2020 @ 12:20pm

(iii) Ipoh to KL Sentral via ticket no. 200900001-00702677-01
- departure date: 20-8-2020 @ 8:45am

After providing her with all the information's, Pn Ina told me once she hears from her Finance Department, she would give me a call to initiate the process of my refund of RM78.00. Which sounded good & reliable then but now turn into a nightmare for me!

I waited and waited and today is already the 20 days since 17 August, 2020 --> not a single phone call from your KTMB Service Call Centre. I, on the other hand, had made numerous phone calls to the KTMB Call Centre to inquire on my "Refund Status".

For your records, I had spoken to Pn Wani, Pn Hidaya and Pn Shahira and etc.

Unfortunately, I am extremely tire of hearing the reply from your KTMB Service Call Centre...... "tunggu, tunggu saje, tunggu sampai kita punya Finance Department - contact saya, saya akan contact you."

I asked Pn Ina, can't you at least help your customer by saying, you will personally call your Finance Department to help look into my request for a refund. She kept quiet but keep on repeating.... "tunggu, tunggu saje, tunggu sampai kita punya Finance Department - contact saya, saya akan contact you."

This is indeed frustrating.

I told Pn Ina.... if a client of my office were to call up for a REFUND and I bar the CALLER from speaking to my Finance Department, AND eventually, if the Chairman of my office get to hear this, I will get the SACK from my job.

A big Corporate Organization like yours in Malaysia, should have adopt a more transparent approach!

I am really, really frustrated and disappointed. When your KTMB system failed or is unstable, tell me, WHY, we as your faithful CUSTOMERS have to suffer unnecessary.

From what I could derive, the Finance Department of KTMB – must be on CLOUD 9 – flying so High & Mighty.

YBhg Datuk, please enlighten me why is your KTMB Finance Department is like an impenetrable Fortress. WHY?

I am left with no choice but to c.c. this letter to the National Consumer Complaints Centre to highlight my Plight. I am very sure I am not the only Customer in this dilemma. If I don't receive my refunds by next week, I will forward a copy of my Letter of Complaint to the PRESS - The Star & NST.

An Extremely Frustrated & Disappointed Customer
Lim Yoon Leng (Madam)
611213-08-5662
Hset No: 012-4490-688
Case No. 20200818.ccc0098

dd: 5th September, 2020

cc: Chairman, KTMB Malaysia

cc: National Consumer Complaints Centre
04-15, 4TH Floor, WISMA PJ5 SOHO
No 4.B, Jalan SS5D/6, Kelana Jaya
47301 Petaling Jaya
Selangor Malaysia
[email protected]

Salinan: 5 keping