“I’m not a criminal. I didn’t lie, and I’m not involved in money laundering.”

Those were the opening words of Michelle Law’s viral TikTok post regarding a money mule accusation linked to BigPay’s systems, which quickly sparked a nationwide conversation about the hidden costs of fintech automation, gaps in oversight, and the very real impact of system failures.

At the heart of it is a seemingly trivial RM10.44 refund error by BigPay, which she says triggered a cascade of consequences.

Michelle shared a screenshot of what she says is an email from BigPay, stating that her account had been flagged and her name added to a ‘money mule’ watchlist. Within months, banks shut Michelle’s savings account, barred her from applying for credit cards or home loans, and left her small business hanging by a thread, she said.

All Due to a RM10.44 Refund?

“Because of that RM10.44, I’m stuck with this. All my accounts are frozen. I can’t do business.”

Michelle’s story began after she used BigPay in Thailand last year, attracted by the platform’s competitive exchange rates. Soon after returning, she found her account suddenly frozen due to “suspected misuse”.

She followed all the steps. She contacted support. She submitted documents. She even went to five different police stations to clear her name. But the silence from the system was deafening.

Eventually, BigPay acknowledged that a refund of RM10.44 had triggered their automated systems. The company  removed the label. But to Michelle, that meant little. No formal apology. No official clearance letter. And the stigma stuck.

“The bank’s response? ‘This is our policy.’ I have no influence, I’m not a celebrity, not from a wealthy family.”

Michelle said she now suffers from a thyroid condition, which she attributes to prolonged stress. Legal fees have piled up. She says she has to spend RM8,000 just to begin fighting the accusation.

“I clearly didn’t do anything wrong. But I have to hand over RM8,000 for nothing. And now I have to prove my innocence?”

“Should I commit suicide, and then BigPay and the government will finally pay attention to this matter?”

As If She Was Deleted from Existence

Michelle says the whole experience felt like a quiet blacklisting. One day, she used her account like normal, and the next, banks rejected her business loan three times. Her personal account was according to her “deleted”.

No alerts. No warning. Just cut off.

It was as if something or someone erased her financial identity overnight, and no one told her.

She recounted how her efforts to escalate the issue hit a wall.

“BigPay’s answer to me? ‘We will investigate.’ That’s it. Do you know how helpless that feels?”

“My life is ruined. I’m only 27. I’ve just started my business, and now it’s all gone.”

Michelle says she’s not the only one going through this. She worries there are plenty of others quietly dealing with the same nightmare, just without the platform or voice to speak up.

“Many people might be in the exact same situation as me, but they quietly go to work and deal with it.”

BigPay Finally Breaks Its Silence

Following days of silence and a wave of public pressure, BigPay issued a formal response on June 26, addressing the controversy surrounding Michelle Law’s money mule case.

The company stated it resolved the matter after an extensive investigation into Michelle’s account activity.

BigPay explained that once Michelle refunded the disputed RM10.44, her account was restored to regular status. They maintained that the actions taken were following fraud prevention protocols and confirmed their cooperation with regulators throughout the process.

BigPay also acknowledged the emotional toll the experience had taken, with Chairman Datuk Kamarudin Meranun stating, “We understand the distress caused by this case—we stand by the actions taken as they were necessary to uphold the integrity of our platform.”

While emphasising that this was an isolated incident, the company reiterated its ongoing commitment to improving user protections, promising to continuously refine its processes and work alongside regulators to ensure customer welfare.

Still, I for one, is left asking whether procedural compliance is enough when the fallout is this personal and lasting.

Plus, an apology would be nice too? Or is it too late now to say sorry?

“All I’m asking for is one thing. An official letter clearing my name, and the right to live with dignity and fairness,” Michelle said.

Note: Michelle Law originally expressed her statements in Mandarin. We have translated them into English to ensure clarity and accessibility for all readers.

Featured image: Edited by Fintech News Malaysia, based on a screenshot via BigPay used here for the purpose of journalistic commentary.