yea it is a custom card so hoping i can keep - don't mind if the card cannot work
you should insist politely to keep the card and ask the SImplyGo Counter staff to check with their head office
from my experience, it is not a must to surrender
my first refund, I did not know better and TransitLink kept my CC ( which has expired )
a more recent refund just after covid, the CC is still active, so I reasoned with TransitLink Staff that it is not practical to surrender an active card or ask for CC replacement, just bcos I want to do refund ... the staff checked and eventually I kept the CC
as I understood, TransitLink was acting as agent for EZ Link to process refunds. EZ did not require cards to be surrendered. But TransitLink somehow wanted to keep the cards.
now I think they are all under 1 entity ie SimplyGo