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TNG Digital Adresses Malaysians Concerns on eWallet Usage

At the forum organised by TNG Digital, Nielsen Malaysia highlighted that Malaysians are concern over the safety and security when using the e-Wallets as a form of payment method. With reference to Nielsen study on Malaysia’s shifting payment landscape, 46% of Malaysians are concerned about security measures and fraud risks.

Speaking at the forum, Arslan Ashraf, Managing Director, Consumer Insights – East Zone, The   Nielsen Company said, “Our study showed that Malaysians still prefer to pay in cash for regular, everyday expenses such as buying groceries or dining out. In order to drive adoption among consumers, ePayment providers must address the need for convenient payment methods, while also inspiring confidence in the safety and security of digital wallets. We hope that today’s dialogue has provided deeper insight on the current payment landscape, along with a better understanding of the drivers and barriers to the adoption of digital payments.”

Nielsen insights also revealed that Malaysians are fearful about using e-wallets due to security concerns involving payment and banking details, data breach, as well as malware or software issues. Among those surveyed, 38% of Malaysians fear that there might be missing transactions from making digital payments. Meanwhile, 30% of Malaysians are mindful when using e-wallets because they are afraid that their mobile phones may be stolen to make purchases.  When it comes to breach of data, 39% of Malaysians are worried that their banking details might be leaked to a third-party.

TNG Digital acknowledges the consumer’s concerns and are currently working 24/7 to build consumer’s trust.

Teh Huey Tzi, Chief Risk Officer at TNG Digital said, “Consumers today expect convenience and security to go hand-in-hand with mobile payments and that’s exactly what we are enabling with the Money-back Guarantee Policy. Apart from the multi-factor authentication process, our backend system also applies Artificial Intelligence (AI) that works to detect and mitigate any potential unauthorised activities. We are easing their transition in adopting and embracing a fully digital lifestyle by removing their doubts on security when they transact using our e-wallet.”

She added, “In order to be eligible for the Money-back Guarantee, users must first verify their eWallet account through the Account Verification process (eKYC process). Once an account is verified, the Money-back Guarantee protection will be activated with an eWallet protection shield icon being visible on users edit profile button. If users find that they are being charged with unauthorised transactions in their eWallet account, they can click on the Money-back guarantee feature in the app. This feature will prompt users to a form, where they need to fill up details of their case and attach proof of receipts or documentation involved with the transaction. The eWallet team will then investigate and if claims are proven to be legitimate, refunds will be processed, and reimbursements will be made within 5 working days.”

To-date, the Touch ‘n Go eWallet has over 4.2 million users and over 50,000 acceptance points. The eWallet is governed by Bank Negara Malaysia (BNM) with adherence to the highest compliance, corporate governance and security standard to ensure prudent and safe transactions for its users.

To submit an enquiry and claim refunds for any unauthorised transactions, visit tngd.my/mbg. For more information and updates about the Touch ‘n Go eWallet, log on to www.facebook.com/touchngoewallet/ or https://www.tngdigital.com.my/. The Touch ‘n Go eWallet is available for download on the Apple App Store and Google Play Store respectively.

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