I already pointed earlier that Tony expects BP to work using AA model.
All general & recurring common concerns can be answered simply via FAQ.
CS is only meant for entertaining critical matters.
Non critical matters, he expects it to be resolved by itself naturally.

You should be grateful that you're not charged for reaching out to CS.
This should be AA business model. Almost everything in AA is charged accordingly.

but the problem is the missing topup during relatively peak hours will not be " resolved by itself naturally".
something has to be done.

maybe some upgrading of the capacity etc.
and seem like they are not keen in doing so.

there is always a way in resolving all these issues.

but the problem is the missing topup during relatively peak hours will not be " resolved by itself naturally".
something has to be done.

maybe some upgrading of the capacity etc.
and seem like they are not keen in doing so.

there is always a way in resolving all these issues.

but the problem is the missing topup during relatively peak hours will not be " resolved by itself naturally".
something has to be done.

maybe some upgrading of the capacity etc.
and seem like they are not keen in doing so.

there is always a way in resolving all these issues.

not keen? if not keen, ppl wont be getting any fund back at all. they would just let you file complaint then only do something.

so far, bigpay does resolve it, albet in manual manner. reconciliation of transactions takes a lot of time, even by looking at reports alone. they need to reconcile multiple systems, to find out if error is legit, etc. they also need to manage possible of fraud activities that could happen under our nose.

you cannot just expect bigpay to operate smoothly like our current banks where they've already operated for decades, and did countless of enhancements/improvements to their business operation.
what we know is bigpay has reliability issue, especially in the capacity. we are expecting bigpay to improve, very likely slowly but surely they need to. ewallet is regulated, their changes may/may not need to get BNM's approval too. everything has its own process and time to implement/improve.

the manual reconciliation is COMPULSORY.
its an OBLIGATION by BigPay, not their attitude toward this matter.

do you think BigPay is still allow to operate by BNM if they did not do the so called 'manual' reconciliation automatically that takes around 24 to 36 hours?
if they did not do the 'manual' reconciliation, this is a clear cut fraud case, where you charge others card but you tell them transaction failed and i did not charge your card.
i couldn't imagine the amount of complains to BNM.

but if they are keen, they should take the initiative to upgrade their server/system and let us see the improvement.

People have been experiencing issue when trying to do back-to-back top ups. If one transaction fails but amount is still deducted from issuing card's account, we automatically settle the transaction and the top up is reflected in your BigPay account. Nothing unusual here!

Hey guys. Yeah, it's been a "great" Sunday... Long story short, the app was down for about 7 hours. Here are all the different things that might have happened to you and how things will be solved.

- You tried topping up and the money was deducted from your credit / debit card, but it doesn't show in your BigPay account. We will manually settle all top ups that were made during down time yesterday and the balance will be reflected accordingly. Depending on the amount of top up attempts that were made, it should be done by end of day tomorrow.

- You tried paying for something. The transaction was declined, but the amount was still deducted from your BigPay account. Same as above: we will manually settle all failed transactions. This process is a bit more tedious as it involves more work for our finance department - but all hands are on deck. I'll keep you posted on the resolution timeline.

We also posted an official statement on Facebook that I invite everyone to read: https://www.facebook.com/bigpayme

not keen? if not keen, ppl wont be getting any fund back at all. they would just let you file complaint then only do something.

so far, bigpay does resolve it, albet in manual manner. reconciliation of transactions takes a lot of time, even by looking at reports alone. they need to reconcile multiple systems, to find out if error is legit, etc. they also need to manage possible of fraud activities that could happen under our nose.

you cannot just expect bigpay to operate smoothly like our current banks where they've already operated for decades, and did countless of enhancements/improvements to their business operation.
what we know is bigpay has reliability issue, especially in the capacity. we are expecting bigpay to improve, very likely slowly but surely they need to. ewallet is regulated, their changes may/may not need to get BNM's approval too. everything has its own process and time to implement/improve.

When I said naturally, what I meant is that you just need to wait patiently, their backend team will get it resolved eventually as cybpsych pointed.
It's not a critical ticket as per their perspective like a fraud cause or stolen/missing physical card.

just because you are making demands, doesn't mean they need to show to you as and when you see fit.

changes can be incremental, front-end or backend. we may not see all the improvements.

same as any other products or services, not everyone would be satisfied.

Just to quote back what John said last time, to those who are having issue with the missing top-up.

Don't understand why ppl like to treat a forum like a solution center or anger release center, keep complaining and expect a solution could pop-up in the next post..
Yes, BP having consistency issue recently, and yes they caused us the problem, but we are the one to determine whether want to accept or not.. u accepted it, just keep quiet, else just leave, BP didnt cheat on ur money and u have no loss.

Just to quote back what John said last time, to those who are having issue with the missing top-up.

Don't understand why ppl like to treat a forum like a solution center or anger release center, keep complaining and expect a solution could pop-up in the next post..
Yes, BP having consistency issue recently, and yes they caused us the problem, but we are the one to determine whether want to accept or not.. u accepted it, just keep quiet, else just leave, BP didnt cheat on ur money and u have no loss.

   
I rather not post anything related to complaint in BigPay thread or else my post will get deleted again.   

Just to quote back what John said last time, to those who are having issue with the missing top-up.

Don't understand why ppl like to treat a forum like a solution center or anger release center, keep complaining and expect a solution could pop-up in the next post..
Yes, BP having consistency issue recently, and yes they caused us the problem, but we are the one to determine whether want to accept or not.. u accepted it, just keep quiet, else just leave, BP didnt cheat on ur money and u have no loss.

Just to quote back what John said last time, to those who are having issue with the missing top-up.

Don't understand why ppl like to treat a forum like a solution center or anger release center, keep complaining and expect a solution could pop-up in the next post..
Yes, BP having consistency issue recently, and yes they caused us the problem, but we are the one to determine whether want to accept or not.. u accepted it, just keep quiet, else just leave, BP didnt cheat on ur money and u have no loss.

how about make it this way.

lets say you make a fund transfer thru online banking.
if your luck is bad or during peak hours,
the website will shows transaction failed, but funds in your account deducted, the and recipient did not receive anything.

you call the bank, there is forever no answer even after a 20 mins wait on the line.
you email the bank, there is no reply after 24 hrs.

finally after 24 - 36 hrs, your recipient got the money in his account..  

then the bank reply you, we having some system issue back then, but we will be doing manual reconciliation for every transaction, so rest assured you will get the money automatically after 24-36 hrs.

and they tell you
"u accepted it, just keep quiet, else just leave, we didnt cheat on ur money and u have no loss."

In this scenario, I see no loss

Perhaps some delays due to the backend office manually check and credited/refund back the money/ system unable to cope with many users/ etc...etc... 

I see we can complaint on this part, whether they want to improve or not thats the case ..

we can complaint until next year, if they dont want to improve we wake up facing the same issue.. guess what? perhaps this thread will be flooded with numerous rinse-and-repeat complaint rather than good/beneficial input to readers

maybe you small timer don't see any loss. although i'm taking about banks which are more established, i transfer few million ringgit on a daily basis - any time loss is money loss. i think users here has the right to voice out their issue. at least they are contributing something in terms of volume of complain.

and basically we pretty much know EVERYTHING about bigpay already. the issue now are all these bugs which you seem to think it's okay if they refuse to do something about it.