SimplyGo screw ups

[reddevil0728]

I strongly advise all SimplyGo users to scrutinize their transactions to prevent LTA or the transport companies from overcharging you without you knowing...

Sharing with ya here the two separate logs - one from the SimplyGo and one from GrabPay which is tagged to my UOB card for SimplyGo transactions.






As can be seen from the two logs above, when I tap my phone to disembark the bus at 17:59 (5.59pm), it was captured on my GrabPay app and the card reader on the bus also shows the tick (OK).

However, the log in SimplyGo shows a 'Missing Exit'.

As a result, the cost of the trip (and subsequent trips) are wrongly computed, resulting in overcharging. Based on the example above, the cost of the trip should be $1.88 (from LTA fare calculator) but I was charged $1.97.




If there is one thing I wish LTA could implement to is to send passenger a SMS text / email that their record shows a Missing Exit instead of keeping silent. Yes there are some people who really forget to tap out but it does not mean those who did tap out but still wrongfully slapped with a Missing Exit should not be alerted. By not sending any alert and expect end user to ownself check every single transaction, are they not fraudulently pocketing the overcharge amount?

How many (out of the millions of passengers) actually download and use the SimplyGo app? Do they know they have been overcharged?

I like your optimism but for me it has NEVER corrected itself once the charge has been billed to my card (after a few days). The box will turn from black to green, meaning it has been finalised and charged (and it has been posted on my credit card as well).

That is when I have to submit a claim to refute the charge and then process the refund. Overall each refund takes around 5 to 7 days from the day I took the bus.

Imagine all the trouble it takes to claim back a few cents. Maybe this is why most people don't care and this is why they keep quiet all these while? But if you multiply the cents by the millions of trips each day on public transport, how much more did they actually pocketed from passengers from all the overcharging?

What have you done so far to try to resolve this for yourself other than highlighting the issue here? Have you reached out to the public transport operator, LTA, transitlink or simplygo to ask them to investigate this systematic issue you are facing? because ranting here wouldn't solve the root cause of the problem if there is really one.

Have you communicated your wish to LTA? If they don't monitor this forum, your wish might never be on their to-do list.

how many (out of millions of passengers) will ignore smses and email even if sent? anyway that's besides the point.

the question is what are you doing to try to resolve the root cause of the issue you are facing?

 

[silverbomb]

The issue happens more often when you're having multiple contactless apps that conflicts with one another. While many times you set the default app to be a certain app, there are the odd times it will instead use another wallet from another app (not just strictly SimplyGo but other contactless examples as well). So that's why I'm using the physical revolut card even though I have it on my Gpay. So far physical one has zero errors, Gpay has the odd one or two errors over time.

 

[maumu]

It is the same for EZ-Link. And it is more troublesome to track and know you have been charged wrong fare.

I would suggest that at the minimum you wait for the reader to show “bank card” before removing your card, phone or watch or whatever. Don’t ever tap your wallet. Heed the advice everywhere, “take out your card and tap”.

I think you are the kind who tends to assume many things... I noticed.

eg. since when did I say I'm using my wallet to tap? in fact, I had written that I had used my phone to tap (which is how it is linked to GooglePay).

and I'm not sure why you keep twisting the issue back to ez-link... when I'm trying to point out the problems with simplygo. fyi, there are also apps to track ezlink transactions (e.g. SingCard). but that is besides the point. I don't think you have to compare how bad ez-link is to cover up the flaws of simplygo. it makes you sound like a hardcore supporter of simplygo by bashing the other 'competitors' to downplay the problems with simplygo.

other than going to the point of providing a video recording of how i tap my phone on the card reader and what is shown, I think I've laid my case sufficiently to conclude there's something obviously wrong with the simplygo system.

 

[fr33d0m]

I think you are the kind who tends to assume many things... I noticed.

eg. since when did I say I'm using my wallet to tap? in fact, I had written that I had used my phone to tap (which is how it is linked to GrabPay).

and I'm not sure why you keep twisting the issue back to ez-link... when I'm trying to point out the problems with simplygo. fyi, there are also apps to track ezlink transactions (e.g. SingCard). but that is besides the point. I don't think you have to compare how bad ez-link is to cover up the flaws of simplygo. it makes you sound like a hardcore supporter of simplygo by bashing the other 'competitors' to downplay the problems with simplygo.

other than going to the point of providing a video recording of how i tap my phone on the card reader and what is shown, I think I've laid my case sufficiently to conclude there's something obviously wrong with the simplygo system.

I did not assume.

and I have compared both EZ-Link and SimplyGo. There isn’t any advantage for EZ-Link ever since SimplyGo matured. For what it is worth, EZ-Link is going to SimplyGo at the moment. EZ-Link will slowly phase out EZ-Link stored value card, favouring account based EZ-Link card, which works the same as SimplyGo.

 

[maumu]

The issue happens more often when you're having multiple contactless apps that conflicts with one another. While many times you set the default app to be a certain app, there are the odd times it will instead use another wallet from another app (not just strictly SimplyGo but other contactless examples as well). So that's why I'm using the physical revolut card even though I have it on my Gpay. So far physical one has zero errors, Gpay has the odd one or two errors over time.

if we use the physical bank card to tap, can we still view the trip details using simplygo (while still linking the card with the app)? if so, I'll probably start to ditch the method of using my googlepay and phone to tap.

Edit: just realised I've been typing grabpay instead of googlepay in my previous posts.. -.-

 

[fr33d0m]

if we use the physical bank card to tap, can we still view the trip details using simplygo (while still linking the card with the app)? if so, I'll probably start to ditch the method of using my googlepay and phone to tap.

Edit: just realised I've been typing grabpay instead of googlepay in my previous posts.. -.-

It is you assumed. I did not.

LOL.

 

[silverbomb]

if we use the physical bank card to tap, can we still view the trip details using simplygo (while still linking the card with the app)? if so, I'll probably start to ditch the method of using my googlepay and phone to tap.

Yes it does. But to err on cautious advise, some bank promos requires the transaction to be mobile contactless, not contactless, in order to earn their rebates. So those cards, if using physical card, will not earn you the relevant rebates.

 

[maumu]

It is you assumed. I did not.

LOL.

I think you've some issues. Will put you on ignore if you can't respond coherently. Likewise, if you don't like my sharing please ignore my profile.

 

[maumu]

Yes it does. But to err on cautious advise, some bank promos requires the transaction to be mobile contactless, not contactless, in order to earn their rebates. So those cards, if using physical card, will not earn you the relevant rebates.

thanks. I don't really need to rely on the public transport costs to qualify for min. spend for the rebates... so that is one less worry. I just want to stop losing unnecessary money to all those over-charging because of an unreliable system.

 

[reddevil0728]

thanks. I don't really need to rely on the public transport costs to qualify for min. spend for the rebates... so that is one less worry. I just want to stop losing unnecessary money to all those over-charging because of an unreliable system.

So did you reach out to the public transport operator, LTA, transitlink or simplygo to ask them to investigate this systematic issue you are facing

 

[maumu]

So did you reach out to the public transport operator, LTA, transitlink or simplygo to ask them to investigate this systematic issue you are facing

Please go and read point 3 of post #54.

 

[reddevil0728]

Please go and read point 3 of post #54.

not answering the question

 

[maumu]

not answering the question

If you can't read or understand what I typed, too bad. I suggest if you don't have anything helpful to share, you don't have to post. I'm not obliged to respond to you.

 

[reddevil0728]

If you can't read or understand what I typed, too bad. I suggest if you don't have anything helpful to share, you don't have to post. I'm not obliged to respond to you.

I think I am fine with reading and understanding. Thank you for your concern.

You don't have to say you are not obliged to respond, but you volunteered. So thanks for that?

Again, did you raise the issues with the relevant parties to get them to fix it instead of just raising here?

Outcome-based matters.

 

[sansanjikikut]

Raise to them but usually the reply is cmi. Not helpful and always band aid solution and not fixing the root cause, E.g just grant u manual refund within x working days

 

[reddevil0728]

Raise to them but usually the reply is cmi. Not helpful and always band aid solution and not fixing the root cause, E.g just grant u manual refund within x working days

You mean you wouldn’t try even if that’s the case?

Like because you presume nothing will happen so you don’t do it? Then nothing will really happen.

 

[sansanjikikut]

Got la. Last year I kena a few missing exits before and got my refund back. But it was a bit mafan. Maybe for that few cents not really worth pursuing sometimes. Nowadays I rarely kena though

 

[reddevil0728]

Got la. Last year I kena a few missing exits before and got my refund back. But it was a bit mafan. Maybe for that few cents not really worth pursuing sometimes. Nowadays I rarely kena though

If it’s a systematic issue then they out to fix it

 

[nickky]

I like your optimism but for me it has NEVER corrected itself once the charge has been billed to my card (after a few days). The box will turn from black to green, meaning it has been finalised and charged (and it has been posted on my credit card as well).

Just curious, did your charge on 26 Jan autocorrect itself (before it is finalised and charged to CC)? I see you posted it within <24hrs but based on my experience, I have also encountered similar issues before but it will often correct itself within 1-2 days as the transactions get processed.

But yeah, it wont correct itself once it is finalised and I'll have to submit a refund request. I rarely encounter missing exits though but then again, I use a physical card so maybe that is more stable.

 

[maumu]

Just curious, did your charge on 26 Jan autocorrect itself (before it is finalised and charged to CC)? I see you posted it within <24hrs but based on my experience, I have also encountered similar issues before but it will often correct itself within 1-2 days as the transactions get processed.

But yeah, it wont correct itself once it is finalised and I'll have to submit a refund request. I rarely encounter missing exits though but then again, I use a physical card so maybe that is more stable.

no.. like I said earlier none of the errors I experienced auto-correct themselves.

the overcharge on 26 Jan has already turned green and I had submitted my claim this morning.

the bill on my card is still pending but the amount is the wrong charge. as from past such incidents, the wrong charge will be billed eventually. then after a few days after submitting the claim I will receive an SMS saying the overcharged amount will be refunded to my card.

idk under what conditions will it autocorrect (some internal audit at LTA? bus companies?) but the system is unreliable. have to check after every trip.

will probably revert to using physical card too as it seems to be more reliable and error-free (before I started using simplygo). those still using phone or smartwatch to tap... just beware and check regularly.