Contact

If you have any questions on Mobile Money, or require any assistance,
please do not hesitate to get in touch with us.

Contact / Feedback

We welcome any views , suggestions , comments and questions that will help us improve our service standards. You can give your feedback via any of the following:

1. For support, enquiries, feedback or complaint, please follow the below step:

  • STEP 1: Go to www.help.ez.my (you will be directed to our online support ticket website)
  • STEP 2: Provide your name, email address, & contact number (type word"personal" in the merchant code field if you are not our merchant)
  • STEP 3: Choose the category of the assistance you require
  • STEP 4: Tell us the problem or support required
  • STEP 5: Record down the tracking id displayed on screen. An email will also be sent to you with the tracking id.
  • STEP 6: Our customer service will revert back to you within 24hrs. Please note all replies will be sent to your email. Please ensure you check your email regularly for our reply.

2. Alternatively, you can:

  • Call us at +603-8073 0200 (Weekday 9am-5pm) or
  • Fax us at +603-8073 0322 or
  • Email: anbu@mobile-money.com.my / crt@mobile-money.com.my or
  • Visit us at Lot 23-24, 2nd Floor, IOI Business Park, 47100 Puchong, Selangor, Malaysia

3. For merchant use only

  • For latest announcements, downtimes and updates kindly:-
  • Download Telegram messenger on your mobile phone from Google Play Store / App Store
  • Join the Merchant Channel by clicking this link https://t.me/EscMerchant or bit.ly/tmerchant

4. New businesses / opportunities

  • Call us at +603-8073 0200 (Weekday 9am-5pm) or
  • Email: eejoelee@mobile-money.com.my / pengshengchin@mobile-money.com.my

5. Our Process Timeline

  1. All feedback received would be responded between 24 to 48 hours from the date of our receipt.
  2. In the event we requires further investigation or need to obtain additional information or documents, we will write to you / keep you updated on the progress until resolution.

6. Our Procedures and Process

  1. When you click the MM Support Ticket link, you will be directed to our support ticket website.
  2. Please fill up the relevant information as required on the online feedback form.
  3. Our Case Resolution Team (MM CRT) will received and reviewed your feedback.
  4. If support is required, our CRT team will resolve it as soon as possible. Should the query is related to other areas, CRT team will forward to the relevant department or personnel.
  5. For feedback submitted via our MM Support Ticket system, all feedback will be assigned with a Tracking ID for easy reference and tracking.
  6. All responses will be communicated via email. Please ensure you check your email regularly for our reply.

7.Other escalation avenue – in case you are not satisfied with our responses or solutions, you can escalate to:

  1. Bank Negara Malaysia
    • Address: P.O. Box 10922, 50929 Kuala Lumpur
    • Tel: 1-300-88-5465 (1-300-88-LINK)
    • 603-2174-1717 (Overseas)
    • Fax: 603-2174-1515
    • E-mail: bnmtelelink@bnm.gov.my
    • SMS: 15888
    • Operating Hours: 9.00 a.m. - 5.00 p.m. (Monday - Friday)
    • Website: www.bnm.gov.my

  2. Ombudsman For Financial Services (OFS)(formerly known as Financial Mediation Bureau)
    • Address: 14th Floor, Main Block, Menara Takaful Malaysia, No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur.
    • Fax: +603-2272 1577
    • Online: Online enquiry
    • Website: www.ofs.org.my
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