How are Flexi Parking and Smart Selangor Parking verifying user claims of missing credit?

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Flexi Parking and Smart Selangor Parking are reviewing missing-credit reports, but they do not publicly spell out a specific verification method
Flexi Parking and Smart Selangor Parking have restored their app services after cyberattacks, but users have reported that reloaded or topped-up credit went missing. Both operators tell users to report ongoing issues through their Facebook posts, and Flexi Parking says its customer service team will review each message and help based on the information provided. The public-facing instructions focus on collecting user details rather than describing a specific verification process for missing-credit claims.
Flexi Parking asks for specific details in Facebook private messages
Flexi Parking says it is receiving a high volume of messages about app-related issues and will review all messages from users. In its Facebook guidance, it directs users to contact it via private message on Facebook and provide a registered phone number, vehicle plate number, a description of the app issue, a screenshot if available, and payment or compound details if relevant. The stated approach is that customer service will review what users submit and assist based on that information.
Smart Selangor Parking also provides a way to report ongoing app issues
After its app service resumed, Smart Selangor Parking posted that users can proceed with parking payment as usual. It later issued similar Facebook announcements explaining how users can report issues they continue to face, aligning with Flexi Parking’s approach of handling problems through user reports. However, it does not publicly outline how missing-credit claims are verified beyond the instruction to report the issue.
Both operators say messages are reviewed progressively based on required checking
Flexi Parking specifically tells users that every message received is not being ignored and is being reviewed progressively based on the required checking. While this indicates that some form of internal review is carried out, it does not detail the exact steps, such as whether teams cross-check transaction records, account history, or other system logs. As a result, the verification method for missing-credit claims remains unspecified in the public guidance.
The apps were restored after a cyberattack, with parking summonses paused during restoration
Both apps had previously announced a temporary service disruption on June 30, leaving users unable to pay for parking digitally. The Selangor state government said it instructed local councils in the state to temporarily not issue parking summonses while the Flexi Parking system was being restored. This restoration timeline explains why users are now reporting post-restoration issues like missing topped-up credit, even as the operators’ public process remains focused on collecting user-submitted details for review.

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How are Flexi Parking and Smart Selangor Parking verifying user claims of missing credit?

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