Tune Card stole my money! - Update (3)

Issue RESOLVED - 12 days since I first blogged about the missing ringgit.

Tune Money has credited RM1 back into my account. Mind you, they credited this amount, so it's not just a user interface / web issue.


Yesterday I decided to send another reminder, but this time I copied Tengku Zafrul, CEO of Tune Money. Thanks to a little bit of luck, I managed to guess the correct email address.

Within 27 minutes, Tengku Zafrul responded, and got the ball rolling. Just over 12 hours since that email, the issue has been resolved - AND on a Sunday!

The thread below captures our communications over the weekend. Scroll down for a surprise.







And then, to cap it all off they spoil it with a typo-filled email response, from "Custtomer (sic) Service" a.k.a "Portal. Helpdesk":


In summary:

• Number of days to resolve: 12
• Number of public holidays during this period: 2
• Number of emails I had to send: 5
• Number of phone calls I made: Not at 78sen per min!
• Number of hours spent: Countless
• Reason / explanation for screw up: None given

I'm glad this matter has been resolved. To the team that responded, thank you! However, it does raise lots of questions pertaining to the quality and efficiency of the Tune Card / Tune Money service, 45 days since launching in November 2007. I will leave that to your judgment.

Lesson to be learned: If you're on Tune Card, or any other ATM / debit card for that matter, do check your transaction records frequently. In a recent comment, Adrian Oh summarises the impact of how banks can potentially profit out of these hidden scams:


As for me, it's Strike 3. I've taken the Tune Card out of my wallet. On to better things.

Related posts:

• Tune Card stole my money! - Update (2)
• Tune Card stole my money! - Update (1)
• Tune Card stole my money!
• 10 things I dislike about Tune Card