BigPay Malaysia - A Nightmare of Negligence and Injustice
As a long-time user of BigPay Malaysia, I never imagined I would face such a horrifying experience with their support team, culminating in the worst customer service I've encountered. Here's my story, which I hope catches the attention of the public and BigPay's top management:
On November 29, 2024, I fell victim to a scammer merchant and immediately contacted BigPay Malaysia to halt the transaction of RM1253.01. Despite my efforts, including repeated emails and calls, Sivaranjani from their support team provided no sense of urgency, stating:
“We are unable to cancel or stop this transaction… Pending transactions will automatically return in 10 days if unsuccessful.”
This was unacceptable given that I had already flagged the transaction as fraudulent. Even after escalating my concerns, Khairul, Emma, and finally Thana from BigPay showed a blatant lack of action and relied solely on fabricated “evidence” provided by the scammer merchant.
Key Failures by BigPay:
Neglecting Urgency: I reported the issue immediately, yet BigPay refused to act swiftly to block the transaction.
Blind Reliance on Scammers’ Evidence: The merchant's claims and documents were clearly fake, but BigPay’s support team forwarded them to me without critical review.
Dismissive Customer Support: From Nov 29 to Jan 17, BigPay repeatedly ignored the compelling evidence I provided, including discrepancies in IP addresses, invalid contact details, and proof of scam activity.
Case Closed Prematurely: Instead of thoroughly investigating, BigPay’s support team rushed to close the case, ignoring my explanations and even suggesting the scammer’s outcome was final.
By the end of this ordeal, Thana wrote on Jan 17, 2025, dismissing my case entirely:
“The merchant’s evidence is deemed genuine, and we no longer have the rights to raise further disputes.”
This decision is outrageous, as it effectively enables scammers to steal with no repercussions. BigPay’s inaction has led to a complete loss of my funds, and their unprofessional handling has destroyed my trust in the company.
My Conclusion:
BigPay’s incompetence and unwillingness to protect their users from fraud are appalling. I will stop using BigPay immediately and encourage everyone to think twice before trusting this service. I will also file a police report and escalate this issue to the appropriate authorities.
To BigPay’s management: If you truly care about your users, overhaul your customer support and dispute resolution process. You’ve failed me as a loyal customer, and it’s only fair that I share this terrible experience with the public.
Date of experience: January 17, 2025