Touch 'n Go eWallet users are raising concerns online after several individuals claimed their accounts were abruptly suspended without any warning. Some alleged victims say they have thousands of ringgit locked inside their accounts, with one reporting as much as RM20,000 frozen and inaccessible.

The issue came into the spotlight when Facebook user Kauthar Rozmal shared his experience and urged others facing similar problems to step forward, sparking a wave of comments and testimonies from affected users.

An Account Suspension With No Warning

According to Kauthar, his TNG eWallet account was suddenly disabled with no prior notification—no email, no SMS, and no call. The lack of communication raised immediate alarm bells, especially for users who depend on the eWallet for daily spending, transport, toll payments, and bill settlements.

He cautioned other users in his post, writing that one should avoid storing large sums in the eWallet because suspensions can occur "without warning, without reason". His statement quickly caught public attention and prompted many to share their own experiences.

To protect himself, Kauthar said he filed a police report to avoid potential accusations such as falsifying account details. He also uploaded screenshots from other users who claimed they were going through the same ordeal.

Among those screenshots was a report from one individual who allegedly had RM20,000 stuck in their suspended eWallet.

A Pattern Begins to Form

As more users came forward, a troubling pattern emerged:

One user recounted that after days of silence, they reached out to TNG's customer service for answers. The support representative reportedly asked for personal details—name, phone number, email, and MyKad number—for verification. The user was then informed that their case had been escalated to the fraud careline for investigation.

The user said they pleaded for temporary access to withdraw funds meant for daily expenses, but the request was denied. Customer service allegedly promised feedback within 24 to 48 hours, though the user claimed they had not received a callback.

Mixed Messages and Confusing Explanations

Some reported receiving conflicting information about why their accounts were suspended. A few said they were initially told it was due to fraud concerns, while others were informed later that the suspension was triggered by the system detecting duplicate accounts.

Others shared that when they asked if suspicious transactions had been found, the response was that none appeared on record—leaving them uncertain as to why they were being locked out in the first place.

The inconsistency in answers has led to increased frustration and uncertainty among affected users.

TNG Digital Responds With Its Own Statement

Amid the online discussions, TNG Digital published a statement on its official Facebook page addressing a case involving an individual who allegedly attempted to open a second eWallet account using tampered identification documents.

The company emphasized that such actions violate Malaysian law as well as the platform's terms and conditions, adding that the matter had been referred to the police for further investigation.

TNG Digital clarified that it cannot publicly share account information due to regulatory and privacy requirements and that any case involving possible document manipulation or multiple account attempts undergoes a detailed internal review.

However, the company's statement did not explicitly confirm whether it was related to the cases highlighted by Kauthar and other users, leading to further speculation and uncertainty.

The Situation Remains Unclear

For now, the exact cause behind the sudden suspensions reported by multiple users remains uncertain. Whether the experiences shared online are linked to the case mentioned by TNG Digital—or represent separate, unrelated incidents—is not yet clear.

What is certain is that users are calling for more transparency, clearer communication, and faster assistance. As eWallets continue to play an increasingly central role in Malaysia's digital economy, trust and responsiveness from service providers remain critically important.