We thank Ms Koh Yen Cheng for drawing our attention to an issue with her CashCard deductions (Multiple CashCard deductions a worrying problem; Oct 11).
Nets takes a serious view of such incidents and works closely with carpark operators to ensure that the electronic pricing system implemented in their carparks are secure and up to date.
We have issued a warning to the carpark operator at Lucky Plaza to upgrade its system or face action.
As correctly pointed out by Ms Koh, it is the carpark operator's in-vehicle unit (IU) detector that initiates the deduction from the CashCard.
Cases of multiple deductions, while uncommon, may arise if the operator's system did not record the first deduction successfully and proceeds to initiate another deduction.
As the carpark merchant will send only records of successful transactions to Nets for settlement, Nets will not be notified of the first "unsuccessful" deduction.
Hence, Nets depends on motorists to inform us of such cases so that we can work with the carpark operator to fix the faulty system and provide a refund to the customer.
Customers may check and print their CashCard transaction history at any Nets self-service station, Nets top-up terminal or DBS/POSB, OCBC or UOB ATM.
Customers who notice a double deduction may approach Nets for a refund.
Since the middle of last year, we have progressively enhanced our self-service stations so that consumers can receive credit for any additional deduction back to their Nets CashCard at these stations.
At the station, consumers have to place the CashCard on the machine and select the "credit/rebate" button on the station. The amount will be credited back to their CashCard within three days.
In Ms Koh's case, she had requested a Giro refund to her bank account, which takes up to 14 days.
Lim Yin-Fern (Ms)
Head, Corporate Communications