BigPay responds to T&C issue and apologises for “inconvenience and user experience”

[ UPDATE 30/11/2021 11:00 ] BigPay has fixed its app with a friendlier T&C screen and it has a clear mention of its new RM20,000 wallet-size upgrade.

I personally have not used BigPay yet, but the recent findings Alex had made are actively not making me want to download the app. However, BigPay responded to us explaining its new terms and conditions does not affect BigPay users’ security and it is only to “increase the maximum balance size”. But is that enough?

For a little information on what the issue is, Alex reported that BigPay has recently updated its terms and conditions to take effect from 13 December 2021. However, while it is normal for services to update their T&Cs—the approach BigPay took was very aggressive. 

“Firstly, BigPay didn’t highlight what the changes are, and unless you’re incredible at speed reading, it will definitely take a while to go through the full T&C. Since the new terms will only take into effect next month, it is unacceptable for users to be given only the option to accept and there’s no way for you to ignore or put this acceptance on hold. Essentially, you’re locked out from your BigPay app until you accept the terms. As shown above, this is a problem for both iOS and Android versions,” wrote Alex in his initial article.

“Thank you for flagging this out. We would like to apologize for the inconvenience & user experience. The updates to our T&Cs does not affect BigPay’s user’s account security, only the wallet’s maximum balance to RM20,000 (from RM10,000),” responded BigPay in a tweet underneath Alex’s own post regarding the issue.

If the change was to increase the maximum wallet size to RM20,000, why can’t BigPay communicate that clearly? Instead, they expect users to spot the changes on their T&C which will take a while to go through. A few months ago, Touch ‘n Go eWallet had also increased its wallet size to RM20,000 and it was communicated clearly in the app. Users are also given the option to upgrade to a bigger wallet size which requires an e-KYC verification process.

Following our previous post, BigPay has removed its “force accept T&C” screen. Users can now access their BigPay app without restrictions but it isn’t clear if users are still required to accept their new T&C. BigPay still has not posted any update or notice about its RM20,000 wallet size in the app and it is still capped at a maximum of RM10,000. BigPay has also shared both current and new Cardholder agreements in the app which is accessible under Settings > Security and Legal. Unfortunately, this isn’t published on their website.

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