Had just started using BigPay today and topup using PB Bank.

I can't imagine how on earth will be any human being willing to use something as bloodiful and crappy as BigPay other than due to the promos and cash backs offered by respective banks.

Why i said so?

BigPay is the WORST, not one of but THE WORST thing i ever seen in online world.

While i jz perform mere 8 transaction.
2 of them showed it is failed in BigPay apps, yet when i call Public Bank the transaction is SUCCESSFUL.

mind you, it's 2 transactions that BigPay told u it's failed transaction while in actual the transaction is successful and money had been deducted from your card.

Call to Bigpay to highlight this issue but there is no answer after a long wait.

Click contact support and wrote to them about my problem.
From 9am till now NO RESPONSE.

BIGPAY, RETURN MY MONEY BACK TO ME!!

ITS A SCAM!

This post has been edited by hye: Aug 13 2018, 11:58 PM

If BigPay u r not ready to offer a stable services.
Please temporarily discontinue your service till u cn offer a service at an acceptable quality.

2 reload went unsuccessful yet u charge my card that's UNACCEPTABLE.

I will definitely email to Bank Negara Malaysia by tomorrow about this issue as well as the reliability of BigPay and whether BigPay shall be allowed to operate since i don't think i am the only one experience this issue

That is for sure.
I will spend all the balance and get rid of that bloody thing..

This is unacceptable.
2 times occur over 8 transaction at different tiMng.
One in morning another eveNing 6pm

How is ur experience wif BigPay?

i wrote to them 9am this morning using contact support.
Till now no response from them.

Like frankly, if not for the CB or Promo.
Who would take the hassle to use BigPay?

It's simply not worth the worry and hassle..
And there seem to be no extra benefit from BigPay rather than tons of troubles eg. mine 2 time reload failure

Will write to Bank Negara.

Hipe Bank Negara will take action and ask them explain why this problem occur and what steps had they taken to prevent this issue from happening.

They should ensure tis top up failure thing did not occur in future..

As now we see, it's occuring VERY FREQUENTLY

In here lowyat alone there are quite a numbers of forummer getting the topup unsuccessful but card being charged problem..

We don't know how large scale the it is occurring out there

So it is very SERIOUS.
Its like u paid for something but the merchant keep failed to provide the service..in a large scale..

If u didn't contact them.
I doubt they'll automatically credit the balance...

For a prepaid card platform, it should be more reliable

This post has been edited by sjz: Aug 13 2018, 07:53 PM

It had come to a point where most users are simply exploiting your service due to offer from other parties (bank offering cb or promo)...

I wonder how long BigPay can survive..

Unless they get really serious about improving all these craps that shouldn't be there at the very first place.

Nothing is too big to fail..
Don't care who is behind u..
Hong leong approach to online shopping eventually shuts down too..

This post has been edited by sjz: Aug 13 2018, 09:03 PM

Their technical team should do lots of pilot test before started the whole thing at the first place.

And this is unacceptable that they still encounters whole lots simple problems like the topup missed while card charged after commencing operation for months!!

This problem should be solved during the pilot test before the whole thing gone live.

This is dealing with CASH, so they should take extra precaution.

And so far i only encounter same case once in other apps.
That is myTNB apps, card charged but apps didn't capture the transaction, around 12am.
Surprise to see the next morning 9am, they had automatically record the transaction and call me at around 10am to reconfirm this issue has been resolved.

We are not asking BigPay to match service quality of MNC, but at least match our bolehland TNB, boleh?

This post has been edited by sjz: Aug 13 2018, 11:33 PM

For Telco, something goes wrong.
Cust will not feel that worry.

But for BigPay, something goes wrong.
Your money is gone.
Cust will worry.

For eg. the money disappear case as reported by 1 forumer here while BigPay denied it and stating they got record money being transfered.
This seem very scary and worrying.

if somethings goes wrong.
there is noone that can assist you.

that is this kind of helplessness.
when you call the cust service, nobody will answer (if you can wait for more than 15 - 20 mins, you might got a chance)

when you message them, it takes min 24 hr to reply.....still counting.....
(message sent 9.30am, no reply yet as of now)

This post has been edited by sjz: Aug 13 2018, 11:31 PM

that's why i say BigPay should just match TNB service quality 1st before talking anything else ....


at least i am satisfied with the way and time frame TNB use to settled my issue..
WAY better than BigPay

This post has been edited by sjz: Aug 13 2018, 11:41 PM

Wow..
Seems like there are a LARGE amounts custs getting the same problem of topup failed yet card charged.

I had just received the topup for both 'failed' transactions.

BigPay should realized that stating that transaction 'failed' while actually charging can be categorize as misleading or fraud to a certain degree as pointed out by previous reply.

It doesn't matter how u reconciliate the next day or what.
But by doing so, u commit a mislead act or fraud.

Should instead put the word
(Unable to finalize transaction and quote the transaction id ask cust to contact support)

What if someone get this problem and missed 1 topup but he or she conveniently forget about it since BigPay shows topup failed and he or she don't know the card has been charged and while BigPay did not able to reconciliate the transaction the next day?

IS THIS A FRAUD???

From my experience, BOTH the topup failed is due to error from BIGPAY SIDE.
The topup screen KEEPS LOADING for 1 min or so after the bank approved the transaction and the screen eventually shows topup failed.

If your system couldn't take it.
Put on a notice or schcheduled maintenance or system busy so your cust won't suffer from these problems..

I don't think this problem is very frequent for others.
I had been using CC for years and so far i only get 2 error like tis.

1 is BigPay another is myTNB..
Other merchant like GSC Shoepee Lazada etc etc, no prob at all.
Not even your AirAsia.

This post has been edited by sjz: Aug 14 2018, 02:32 PM

I think they are forced to refund 1 of the transaction.
Else we can go bank file a dispute and bank will reverse bck.

The reason for BigPay why we can't file a reverse is coz it's a topup thing and it could be difficult to proof to bank we did not receive the service/item.

Not to mention the multiple swipe for CB thing..

intentionality??
You can argue this is system error if it happens once and you had taken steps to prevent it from happening again.

but what if the same problems keep occurring over and over again??
does it points to negligence or intentionality?

Also, please learn to multi-quote and edit post, one day not on this thread see so many posts just from you which could have been combined.

Also, Please learn to rephrase your sentence correctly.
(one day not on this thread see so many posts just from you which could have been combined)

having hard time understand this

This post has been edited by sjz: Aug 14 2018, 03:28 PM

He has the rights to speak out right here just as any of us.

I believe his post did serve as an alert to some new users where what is the kind of things or circumstances that could happen while you choose to use BP.

And finally, did he got back his money after all?
After those huuhaas

from all these complaints..
what we can deduce is that BigPay isn't treating this missing topup issue seriously..
they are treating it as a norm...

which is UNACCEPTABLE.
as a service provider, you should ensure your system is ready and available all the time.
don't give any reason like server busy or payment provider having issue.


there is always a way to solve the problem, provided you are determined to do so.
if your payment processor is the main problem, force them to do something about it or else there are lots of other payment processor out there that can take the load of cust transactions.

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.

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 at all.
i couldn't imagine the amount of complains to BNM by then.

they should take the initiative to upgrade their server/system and let us see the improvement.

it should not be difficult to find the root cause and solution for this problem.

This post has been edited by sjz: Aug 22 2018, 02:01 PM

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."

This post has been edited by sjz: Aug 22 2018, 04:32 PM