Frequently Asked Questions NETS FlashPay Automatic Top Up (ATU) Facility Via Bank Scheme Card

Transcription

1 Frequently Asked Questions NETS FlashPay Automatic Top Up (ATU) Facility Via Bank Scheme Card Version 1.0 October 2011

2 Introduction This document is strictly for NETS FlashPay ATU Facility via Bank Scheme Card only. The purpose of this document is to assist staff of the respective bank and NETS Customer Service Centre to attend enquiries pertaining to NETS FlashPay ATU Facility via Bank Scheme Card. Audience This document is for circulation to the respective Bank and NETS only. The questions are prepared for general use unless otherwise stated. Copyright & Confidentiality The information contained in this document is proprietary and confidential to NETS. This material may not be duplicated, published or disclosed, in whole or in part, without the prior written permission of NETS.

3 GENERAL 1. What is NETS FlashPay ATU Facility via Bank Scheme Card? NETS FlashPay ATU Facility is a feature that allows the value in the NETS FlashPay card to be automatically topped up when there is insufficient stored value to make a payment transaction in Transit (MRT/Buses), ERP and EPS (Cepas2 car parks only). NETS will collect the ATU amount from your registered bank account that is linked to your Bank Scheme Card. CARD REGISTRATION 2. Where can I register for NETS FlashPay ATU Facility via Bank Scheme Card? This is dependent on the Bank Scheme Card that you have applied. Customers who apply for the Maybank Scheme Card (Platinum Debit Cardmembers) are given the option to opt in for NETS FlashPay ATU facility at the point of application for the debit card. 3. What do I need to register for NETS FlashPay ATU Facility via Bank Scheme Card? This is dependent on the Bank Scheme Card that you have applied. Customers who own the Maybank Scheme Card (Platinum Debit Cardmembers) have the option to opt in for the ATU facility upon application of the Debit Card or upon opening of a Savings Account. 4. Can I apply and register for the NETS FlashPay ATU Facility via Bank Scheme Card for my children and parents? Registration for this service is done when you apply for the NETS FlashPay Bank Scheme Card. Issuance of the Bank Scheme Card is subject to Bank s approval. There is no issuance of supplementary cards for Bank Scheme Debit Card. Each individual has to apply for the card on his own. 5. Which bank cards are accepted for registration of NETS FlashPay ATU Facility via Bank Scheme Card? Currently, the NETS FlashPay ATU Facility via Bank Scheme Card is only issued by Maybank. We will be introducing more Bank Scheme Card(s) with other banks progressively. 6. What is the pre selected top up amount available for NETS FlashPay ATU Facility via Bank Scheme Card? This is dependent on the Bank Scheme Card that you have applied. The NETS FlashPay ATU Facility via Maybank Scheme Card is defaulted to an amount of $30. You cannot change this amount.

4 7. Can I change the top up amount once it is selected? The NETS FlashPay ATU Facility via Maybank Scheme Card is defaulted to an unchangeable amount of $30. Changing of the top up amount is not allowed. 8. Is a deposit required for the NETS FlashPay ATU Facility via Bank Scheme Card? This is dependent on the Bank Scheme Card that you have applied. There is a refundable deposit of $30 for the Maybank Scheme Card for the NETS FlashPay ATU Facility. 9. Are there registration charges for the NETS ATU facility via Bank Scheme Card? This is dependent on the Bank Scheme Card that you have applied. There is no registration fee for the NETS FlashPay ATU Facility via Maybank Scheme Card. 10. Is there insurance coverage for NETS FlashPay ATU Facility via Bank Scheme Card? No, there is no insurance coverage for NETS FlashPay ATU Facility via Bank Scheme Card. CARD USAGE 11. How does NETS FlashPay ATU Facility work? How will I know when my NETS FlashPay card is automatically topped up? Your ATU registered NETS FlashPay card will trigger an automatic top up when the remaining stored value in your card is insufficient to pay for your next payment transaction at train gates, bus devices, ERP gantries, or EPS (CEPAS complaint) car park exit. For Example: You have registered for the NETS FlashPay ATU Facility via Bank Scheme Card on your NETS FlashPay card for $30.00 each ATU. There is a remaining stored value of $1.00 in your NETS FlashPay card and the journey you are taking costs $3.00. On Buses, the ATU of $30 will occur when you tap your card on the bus device. When you tap on the bus device upon boarding the bus, your new balance would be $ (Partial refund (if any) will be credited to the card when you tap on the bus device upon exiting the bus). On the MRT, ATU will occur when you exit at the train gate. The $3.00 fare will also be deducted at this point and your new balance would be $ How soon will the next Auto Top Up (ATU) occur, assuming that my Debit Card just received an ATU today? Please note that there is an interval of 3 days between the current Auto Top Up (ATU) and the next ATU. Assuming your card just received an ATU of S$30 on Monday. Hence, the earliest time your card can receive the next ATU is on Friday, the same week. If you require further top ups during the 3 days interval, please top up manually at the following top up points: inets Kiosks DBS/POSB/OCBC/UOB ATMs

5 TransitLink Ticket Offices Add Value Machines (AVMs) SMRT Passenger Service Centres 7 Eleven Stores (except 7 Shell)* Cheers and FairPrice Xpress* SPH Buzz Kiosks* *Please note that a top up fee may be charged for each top up transaction at these locations. 13. What should I do if my card is blocked? Can I continue to use my card? Your card may be blocked due to an outstanding ATU amount on this card. If your card has been blocked, it cannot be used again. You will need to obtain another card and register for ATU again. However you can submit the blocked card for a refund of the stored value in the card at any TransitLink office or NETS Sales & Customer Service Centre. The remaining ATU deposit and stored value, less any outstanding debt, will be refunded to you. 14. What should I do if I can t use NETS FlashPay facility? If you are unable to use the NETS FlashPay facility, you will need to obtain another card and register for ATU again at the bank offering you the Bank Scheme Card. However you can still submit the blocked card for a refund of the stored value in the card at any TransitLink office or NETS Sales & Customer Service Centre. The remaining ATU deposit and stored value, less any outstanding debt, will be refunded to you. 15. Are there charges for ATU? There no charges for each ATU on your NETS FlashPay card for now till further notice. TERMINATION of NETS FLASHPAY ATU FACILITY 16. Where can I terminate the NETS FlashPay ATU Facility? You may terminate the NETS FlashPay ATU Facility at inets Kiosk. 17. I have changed my bank account, what should I do? NETS FlashPay ATU Facility via Bank Scheme card is issued by the bank. If the bank account is changed, a new card will be issued to you by the bank. The NETS FlashPay ATU Facility on the new card will be pre registered and linked to the new card. Please remember to deactivate the NETS FlashPay ATU Facility on your old card or return the card to us for refund of any remaining stored value in the card.

6 CARD REFUND 18. How do I obtain a refund of my stored value on my ATU registered NETS FlashPay card? You may terminate or de activate the NETS FlashPay ATU Facility at inets Kiosk. After 10 working days, you can then perform an online refund of the remaining stored value in the card at inets Kiosk. This amount will be credited directly to your bank account. Alternatively, you may submit your ATU registered card for deferred refund at the TransitLink Ticket Office or NETS Customer Service Centre only if you have closed your bank account or have your card replaced. The remaining stored value and ATU deposit (if any) will be credited to your account within 14 working days upon receipt by NETS. Note: Please note that your card will be cut up and retained when you submit it for deferred refund. You ll need to notify your bank should you require any replacement card or to cancel your account before submitting the card for refund. LOST CARD 19. What should I do if my Bank Scheme Card with ATU facility is lost? First, you will need to notify your Bank immediately to cancel your Bank Scheme Card. For Maybank customers, you can call 1800 MAYBANK ( ) or (65) (Overseas). Next, you will need to inform NETS Customer Service Hotline on to report the loss of your NETS FlashPay card. Operating hours of NETS Customer Service Hotline: 9.00am to 7.00pm (Monday Saturday) 10.00am to 7.00pm (Sunday and Public Holidays) If you call NETS after office hours, please leave your name and contact number and a report on your lost card will be lodged. The liability of the ATU facility is subject to the terms and conditions of NETS FlashPay ATU facility. Upon receipt of a loss report, NETS shall attempt to block the lost NETS FlashPay card within 48 hours. 20. What happens if I found my NETS FlashPay card which I reported lost earlier? If you have reported loss of your NETS FlashPay card, you will not be able to use the same lost card again as it would have been deactivated and cancelled by NETS. Hence, please cut the card in halves and proceed to dispose of the Card appropriately.