No sign of EZ-Link refund after eight-month wait

I wish to voice my disgust at EZ-Link's system for refunds.

In April, I submitted forms online to EZ-Link requesting a refund of S$350, which I had topped up erroneously into an EZ-Link Fevo card.

The form said that the company would process the refund in 14 to 21 working days.

There was no reply from EZ-Link until July 8 when I called.

The company requested the same forms that I had submitted. I grudgingly resent them. 

I then called the company on Sept 6, Sept 10, Oct 11, Nov 10 and Dec 3. Each time, staff members told me the same thing: They would “escalate” the case and get the relevant department to “expedite” it.

On Dec 3, a customer service officer told me that he would call by the end of that week. He did not.

I phoned again and was given the same message that a request would be sent to the appropriate department to speed up the case.

This is absurd.

In eight months, what was EZ-Link doing?  

The company’s inefficiency has caused me much inconvenience and unhappiness.

I hope this letter finds its way to someone capable of giving me a refund.

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