SimplyGo 4+

Top-up of my EZ-link Concession

I had been experiencing lots of issues with the EZ-link up since trying to update & manage add new bank card since last week. Have called up EZ-link hotline & my bank to troubleshoot my top-up issues.
I had deleted & restored both EZ-link & mobile bank apps but still unable to resolve the issue. As of now, I have emailed & sent screenshots to EZlink & Bank. EZ-link says this might take 2-3 days to resolve.
After being sent on a roller coaster ride, I have decided to download the SIMPLYGO App & try the top-up process.
So here is the solution:
I did not try this earlier because your customer service officer had mentioned that it doesn’t matter whether you are using the EZ-llink or SimplyGo App cos you are in the midst of a merger. Both will work just as well.
Having been told it could be due to the IOS update issue, a manual digital token not deleted etc. etc.
The problem lies with the EZ-link App.
This has caused much inconvenience to me as a result of time wasted trying to settle this issue. This is my feedback in case you encounter future difficulties from other customers. Your customers would prefer a more immediate solution to their problems instead of having to self diagnose.

Delayed Updates and Short Refund Period

I have some concerns that there might be factors affecting the ease of making refund claims. SimplyGo is an app that experiences some delays in the updating process. Transactions can sometimes take quite a while to appear, and sometimes the card usage updates can take days, with the system constantly showing a ‘Pending’ status. In the past, we used to see the fare deducted immediately by tapping our cards when getting off the bus. However, the new app that has replaced the previous system doesn’t update the fare deduction immediately. This delay in updating transactions is something worth addressing. Furthermore, there are typically 1 to 2 mistakes in a month, and the scanner doesn’t provide any feedback sound when I tap the card. Unfortunately, I couldn’t claim one refund due to the short refund period of 2 weeks. Firstly, the transaction updates are consistently delayed. Secondly, 2 weeks is a very brief window for disputes. Banks typically provide 2 months for such matters. I kindly urge you to take these concerns seriously and consider improving the system’s efficiency and user-friendliness. It not only affects the convenience for users but also their trust in the service.

UI needs work

almost half the screen is wasted. homepage: 40% of the screen is chatbot, unskipable banner and ez link stuff. not everyone use them all the time. it should be something people want to see straightaway in big bold text. either balance or transaction history. and not everything jammed into 1 page. travel guide: 30% of the screen is title (?!), search bar, and tabs. the craziest is the card transaction history page. on page load, only 20% is the transaction history list which only enough for 2 items, since the item view is in cards. and it isn't immediately scrollable. so while waiting, we have to see the rest 80% showing questionably useful elements: title (this big again?!), card info (which should be in the homepage alrd), date picker (which clearly doesn't need those many labels and buttons just for selecting date range). just preload first 1-2 cards on app load, instead of refreshing every time, especially if the API performance is not that fast. it's a wallet app. just copy apple wallet UI and hide everything else in a menu somewhere.

Developer Response ,

Hi hanzo765, thank you for the feedback. We will look into improving the app experience