WE REFER to the letter, 'Can ez-link refund be deposited in bank account?' (my paper, July 1).

We would like to thank Mr Gan Boon Leong for his feedback on the refund system for the new ez-link card.

Based on his feedback, TransitLink and EZ-Link have identified the gaps in this particular case and have streamlined the process to address them.

At this moment, EZ-Link does not deposit refunds for ordinary ez-link cards into users' bank accounts unless a card is linked to an auto-top up facility or Giro account.

We have already contacted Mr Gan to inform him that a cheque will be posted to him by this week.

We would like to apologise to him for the lapse in processing his claim and the inconvenience caused to him.

EZ-Link would also like to take this opportunity to assure ez-link-card users that we are committed to continuously improving our customer-service processes.

EZ-Link will endeavour to resolve outstanding refunds as quickly as we can.

We apologise to customers whose refunds are taking longer than expected and seek their understanding on this matter.

Mr Gregory Gerald Danker
Vice-President
Marketing and Communications
EZ-Link

Ms Corrine Ng
Corporate Communications Manager
Transit Link

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