Avoid this platform like a plague.
Avoid this platform like a plague. I made a purchase through Topuplive using Touch’n Go, but the transaction failed (multiple confirmations from support team). However, they could not produce any evidence that they have refunded me. They escalate to review team which is another team full of monkeys. Lest, I am going to file a report on SEA WHALE TECHNOLOGY PTE.LTD for the issue that is taking place. Topuplive charged the money, did not deliver anything and refused to produce proof of refund. My payment method is TNG and if the transaction was unsuccessful, the refund would go to TNG, not other payment method that you claimed. Is Ken doing his job? ============== UPDATE: Check my below details 1. Transaction Relationship I made the payment directly to Topuplive via Touch’n Go eWallet, as shown in the attached order screenshot. I have no direct transaction with Douyin, and therefore Douyin has no access to my Touch’n Go account. This means that any refund process must originate from Topuplive, not Douyin. In summary: My transaction is Topuplive ⇄ Me (Touch’n Go) — not Douyin ⇄ Me. Therefore, my refund should be issued by Topuplive back to my TNG eWallet, not from Douyin and certainly not to an Alipay account, which I do not own or link to. 2. Contradictory Statements from Support Across multiple messages, your agents provided conflicting updates: One stated that my order “has been successfully refunded.” Later, they reversed that statement, saying “we are consulting why the refund was sent to Alipay instead of Touch’n Go.” Yet another message mentioned that “a refund application has been submitted and will take 1–7 working days.” These inconsistent statements contradict each other and suggest that the refund status is not clearly tracked internally. 3. Confirmation of Unsuccessful Order Your support team also confirmed: “After investigation, your order has been confirmed as unsuccessful.” This further supports my point — since the order failed, Topuplive must refund the payment through the same original method (Touch’n Go), as per your own stated policy. Requested Action To settle this professionally and conclusively, I request the following within 3 business days: Definitive proof of refund initiation — including date, transaction reference, and destination account. Written clarification on why the refund was incorrectly sent to an Alipay account. Confirmation that my refund will be processed back to my Touch’n Go eWallet, as required for failed TNG transactions. Please ensure this matter is escalated to your senior review team immediately. If this remains unresolved beyond that period, I will proceed with an official report to relevant Malaysian and Singaporean consumer protection authorities, accompanied by your company’s written and chat records for verification. I will also make this publicly known on all social medias including but not limited to Facebook, Instagram, Linkedin. Additionally, I will also write to your China counterpart and escalate to top management under suspicion of fund mismanagement and fraud Thank you for your prompt attention to this issue. I look forward to your confirmation and proof of refund to the correct payment method. ===== I have already provided my phone number. Why don't you make a call?