Getting a refund is easy, can do through an online request.

Getting a replacement card though you have to go to the ONE service centre they have in KL Sentral IN PERSON to send your expired card in and receive a new one (and it may be rejected if its 'damaged').

Pretty sure they do this is because they don't want people to exchange it, but they "technically" allow free exchange of expired cards so that clowns like the fella in here can say "can change for free what bodo".