Hey guys, Jonathan from BigPay here. I just created my lowyat account last week and I’m finally taking the time to introduce myself. I’ve been reading this thread on & off for a while and I’m definitely impressed by the overall level of engagement.

We actually discovered some issues through some of your messages and we’ve addressed some / are addressing others. We do have to prioritise though, but we really appreciate when issues are being discovered and feedback is given. We do read!

The reason why we’ve decided to be active on this forum is... because we actually want to build something that enhances the way you use and manage your money. This starts with listening to your feedback and incorporating what we can quickly. Your feedback is heard and drives the direction we take BigPay beyond just an e-wallet or bank. We’re far from being perfect and we’re still figuring out some things as we go, but the goal is definitely to get better and we need to have conversations with our users in order to get there.

That being said, I’d like to stay away as much as possible from personal customer support in here if possible :smile: But I’m happy to point you guys in the right direction.

If you have anything you think we should be better at... Please share!

Hey! So, that's an interesting comment.

Usually, ATMs abroad will give you the option to either take out cash in your home currency (MYR) or in the local currency (GBP). The wording will usually trick you into choosing your home currency... And that's when troubles start. It's called Dynamic Currency Conversion, also known as 'DCC scam' The screen will show you an exchange rate and then, in the best case scenario, say something about a mark-up rate. The mark-up is a commission applied by the ATM's bank. It's a sneaky way to charge you an extra cost just to do the currency conversion. If you go for the local currency, you'll save up on the on the mark-up fees. But the bank will still charge you an exchange rate that's far from being good.

Morale of the story? Always pay directly with your card when you can. And if you need to take out cash at the ATM, always choose to be charged in the local currency of the country you're in. I hope that helps!

We're actually working on a bunch of educational pieces of content like this in order to educate our users. We want you to understand what you're paying for and why, and how you can avoid some of these crazy fees.

This post has been edited by BigPayJonathan: Jul 2 2018, 03:12 PM

Hey, thanks for the message! Just a question, so I can understand: why would you, as an individual, need multiple personal BigPay cards?

The reason I'm asking is... if it's legally feasible and we're going to make it happen, we need to understand the fundamental value of it for our users!

This is a really good comment, and it's something we're addressing. More to come on that topic very soon

If your wife has a smartphone, why doesn't she get a BigPay card for herself? You'd be able to perform the initial top up from your card, and then P2P her money as needed when she gets it?

That's fair, I understand. The only ad hoc solution I can think of right now would be for your wife to export her transactions and send the file to you. It'd be easy enough to reconcile - but not the most practical. I'll bring this up in our next meeting

This post has been edited by BigPayJonathan: Jul 2 2018, 03:46 PM

The limit is actually RM2000 per day, not per month With regards to the export, can you DM me with your phone's brand, operating system and more details? Sending the file by email seems to always be working from our test, but there might be something that we missed.

THIS. Under no circumstances should any of you guys disclose any personal details in a public conversation With regards to verification, I can send you an email from my official @bigpayme.com address?

I hear you, and we've already planned to officially address this very soon so that there's no more doubt

With regards to card design: unfortunately, the card design won't change anytime real soon. We wanted a colour that's unique on the Malaysian market - and I think it does do the job of catching people's eye. Some people love it, some people would like a different one. That being said: different card designs is something we're looking at in the future!

With regards to failed top up: yeah, we had issues with all top ups with MasterCards yesterday - but it should be fixed by now. We're also adding more top up options at the end of this week - so stay tuned for that.

What happened to you isn't ok at all and we're taking full responsibility for the answers that are given to our customers, from call center to social media - and even on this forum. There are a few reasons why a card might not be delivered in time or to the correct address, but the information we provide to our customers is something we have full control over. You probably don't care anymore but yeah, we've taken A LOT of steps to streamline our processes. It'll take a bit of time to be 100% consistent, but I'm confident we'll get there

With regards to your question: no, one BIG Loyalty account can only be linked to one BigPay account.

Did you top up on June 23rd? And the balance still isn't reflected in the app? If so, drop me a DM with your full name and phone number and I'll check. Otherwise, our social media manager is seated not too far away from me - so if you send a message on Facebook, I'll ask her to get on it

Got the team to check and money should be in your account soon.

I managed all our social media alone for a while. That was 'fun'. Maybe some of my colleagues will jump in from time to time. But clearly, I won't be able to monitor what's going here 24/7 - so bear with me haha.

We're hiring... just saying.

BIG points should be added to your account within the next 24/48 hours (they're added in cycles). Let me know if it wasn't the case.

We're busy scaling up the capabilities of our call center in order to answer to growing numbers of inquiries we're receiving. Bear with us!

As of today, I'd say it's better to send a message on Facebook.

We've been trying to get in touch with Shopee to offer our help and make sure BigPay never fails - but with no luck so far. If any of you guys have the contact of someone who works there?

What happened to you suck. We've played around with different delivery services, and unfortunately there isn't one that's going to be perfect 100% the time from end-to-end. The best we can do right now is track down the regions seem to encounter the most issues and make sure we follow up with our users the best we can. Thanks for sharing your experience though, it does light a fire under our ass

Our rate of successful delivery on the first attempt is actually quite high - but that doesn't mean anything. We do need to prepare for the 'nightmare' cases, where everything goes wrong. Users needing to sign off creates a different set of problems, but it's a fair option to be considered! We're bringing changes to the app to improve card delivery & tracking efficiency.

Thanks for the detailed account, I'll use this in the incident case we're building!

Does anybody else have the same problem? When I try to "pinch" to zoom in, works fine for me.