We regret to hear of Mr Chiam's difficulty in activating the auto credit card top-up facility on his ez-link card.

We would also like to bring to his attention the note in his NTUC Plus Welcome Pack.

This note reminds cardholders who wish to use the ez-link purse function to unblock it first by encoding a $3 refundable travel deposit plus a $10 stored value at any TransitLink Ticket Office.

NTUC Plus cardmembers are given the option to activate the ez-link purse should they decide they require the use of the purse. Once activated, subsequent top-ups to the ez-link purse can also be made.

For the activation of the auto top-up facility, the ez-link purse needs to be unblocked first.

Please let us explain why the physical card is needed to activate the facility. Upon activation of the auto credit card top-up facility, a code is embedded onto the physical ez-link chip. This allows the ez-link card to be automatically topped-up with a pre-determined chosen amount when the value on the ez-link card reaches zero and below and when it is tapped on a card-reader on a bus or train.

Incidentally, a check with our call centre reflected a missed call as there was a change in shift at about 1.30pm. We are looking into refining our call centre processes.

We have since contacted Mr Chiam who has managed to activate the auto credit card top-up facility on his NTUC Plus.

We thank Mr Chiam for his feedback.

Gregory Danker

Vice-President, Marketing and Communications

EZ-Link Pte Ltd