LETTER | In an effort towards moving our payment systems in the direction of cashless transactions, the e-wallet was introduced more than six months ago.

Consumers were spoilt for choice as numerous e-wallet options were out to capture the new market. Coupled with the onset of the Covid-19 pandemic and the boosting of e-commerce, this competition was a natural development.

I suppose the Finance Ministry must have done a thorough evaluation of the various aspirants before players such as Boost, Grabpay, Touch ‘n’ Go and a few others were allowed to operate.

I decided on the Touch ‘n’ Go (TnG) e-wallet based on the fact that I use tolled highways very frequently, mostly around the Klang Valley. The belief that using TnG e-wallet was an added advantage because my tolled highway usage frequency was high was not to be when I travelled outstation yesterday.

My TnG card balance was low, but I made sure that my e-wallet (under TnG) balance was even more than sufficient for a return trip to Muar. I was in for a rude surprise when I used the SmartTag lane on my exit at Tangkak. It was Touch and 'no' go.

I had to top up my TnG card at the booth before I could 'go'. It then dawned on me that my logical reasoning by choosing TnG E-wallet as my preference was rudely denied.

I simply fail to understand why the TnG e-wallet does not allow me to use it on its own highway. If it is on a highway operated by another operator, there is still a lame excuse of saying that the two operators have yet to implement the linkage or interface.

Here I am, using a TnG E-Wallet application on a highway operated by Plus and TnG. I don’t see any logic. To me, this is a software issue and it will be a big surprise if Plus or TnG comes up with any lame excuse.

I suggest both the Finance Ministry and the Transport Ministry look into this simple issue. If indeed Plus has no technical know-how, please let me know, and I can suggest where they can seek help.

To me, it is a shame. It is a shame when we can use the apps to purchase goods from thousands of shops and merchants and can't use it on your own highway.

It is high time that consumers deserve better service, not one that you determine what services we deserve. Consumers deserve a fully functional app and system, and you are obligated to have this in place if you offer yourself as one of the many options.

The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.