Clipper Card

We have received the consumer’s concerns and reviewed the Clipper account From our research, we were able to confirm that the account was, in fact, blocked from usage due to a dispute of a charge that was filed with the consumer’s financial institution It is the process of Clipper to block a card from further usage until the funds for the loaded value have been recovered In the consumer’s case, the decision was made to provide Clipper with a funding source so that the $value could be recovered and the Clipper Card would be unblocked During this process, sufficient evidence validating the original charge had been submitted to the financial institution which warranted the dispute to be ruled in the favor of Clipper Despite Clipper’s attempts to be debited for the credit, we have been advised that the consumer will need to contact his financial institution and let them know that Clipper was paid directly for the chargeback to get a refund We want to sincerely apologize for any inconvenience this may cause No matter the cause of the inconvenience, it is Clipper’s goal to always provide a seamless experience

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ We have received and reviewed the consumer's Clipper account based on the information providedAs the consumer noted she disabled the Autoload feature, but it was only for the BART HVD value back in November 'Due to not completing the disable process the request submitted via the Clipper Web expired; therefore causing the patron to receive a future Bart 60/Autoload As a result of the Autoload loading to the card in March 'the product was blocked due to a failed funding sourceUpon updating her funding source in January 'Clipper was able to recover for the value that loadedIt was offered that the BART HVD be submitted for reimbursement consideration, but the consumer indicated that she would dispute the charges During this same time period the consumer also had an Autoload for Muni Adult Fastpass [redacted] also loaded in March 'Due to the funding source failing at this time the Muni pass [redacted] blocked pending collection of the $At no point prior to the product loading was a request submitted to have this Autoload disabledSince a request to disable the feature was never submitted for the Muni Fastpass [redacted] patron is responsible for the charges As a result of not receiving proper notification, we will not be able to honor the consumer's request of a refund or any additional fees Clipper Cardholder Agreement Section 6.2.2: The Cardholder may request to terminate Autoload at any time by mailing or faxing a written request to the Clipper(r) Customer Service Center, or by editing the Autoload svia the Clipper(r) website at clippercard.comIn order to complete the Autoload termination process, the Cardholder must tag the Card on a Clipper(r) card reader after the Clipper(r) Customer Service Center processes the requestIf the Card balance reaches an Autoload threshold identified in Section before the Autoload termination process is completed, the Card will continue to Autoload the pre-specified value and the Cardholder will be liable for payment

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

We are in receipt of the consumer’s complaint and it is currently under review Upon completion of reviewing the account the business will provide a formal response to the request made

Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ We have received the consumer's complaint and have been in contact with her by phoneUpon completion of this matter we will provide a closing statement regarding the concerns outlined in the consumer's complaint Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received phone messages and I have left phone messagesEric the customer Service Manager warned me he was going to be to busy and that he would call at his earliest convenienceAs a customer it did not feel respectfulI would never tell a customer or an employee in my case that I will contact them at my convenienceIt felt very arrogant I honestly think that Clipper needs to rethink How they are responding to customers In conclusion, I have not spoken to Clipper Final Business Response / [redacted] (4000, 9, 2015/10/20) */ We have spoken to the consumer and verified that the claim of being double charged was incorrectThe consumer was informed in multiple phone conversations that the $charges for a 9/28/and 10/6/AutoloadedIt was identified that one of the 10/6/charges was the collection of payment for the 9/28/AutoloadAlthough this is not a regular occurrence, due to the Clipper system being a card based system, the data from the field confirming that the value loaded to the Clipper card could take up to days to returnIn the case of the consumer, it took days (including non-business days) to recover the valueThis gave the appearance that the consumer was charged multiple times The consumer expressed that she was offended by a comment that the Customer Service Representative (CSR) regarding her place of birthWe have reviewed that call and as a result, feedback has been given to the CSRDuring the phone conversation with the Supervisor on 10/12/15, the consumer also stated that the CSR hung up in her face and that she said "I would have never thought that" in relations to her city of birthAfter reviewing the call it was confirmed that these claims were untrueAll of our findings and a formal apology for the CSR comment have been relayed to the consumer In the consumer's 10/19/rebuttal, she noted that the Supervisor stated that he would be busy and would call her back at his earliest convenience; which she found to be disrespectful and arrogantBased on the 10/12/phone conversation and the voicemail left on 10/16/by the Supervisor, the consumer was advised that he would be traveling for work and would not be accessibleAs a result, there might be a delay in him responding to any phone or written communicationDuring the 10/12/conversation the consumer indicated that she would not work with anyone else due to not feeling that they knew what they were doingShe expressed her satisfaction and appreciation with the Supervisors ability to assist her based on past experiencesThe Supervisor explained that this could cause a delayed response and felt that his team and his peer are qualified to assistThe consumer declined to work with them We have apologized to the consumer for any confusion that she has experienced and for the comment that was madeClipper Customer Service strives to provide excellent customer service at all timesWe appreciate the consumer's feedback and will make sure that her concerns regarding the system design are document as she has been advised

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ We have reviewed the consumer's complaint and confirmed that she was charged twice based on value that loaded to the Clipper CardHowever, we have received approval to refund $to the consumer in the form of a checkIt this resolution is acceptable, please confirm the mailing address for receipt of the checkPlease note that all refunds are processed within days once the request has been submitted Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank youcheck can be sent to XXX XXth ave, san francisco, ca XXXXXATTN: [redacted] Thank you

Initial Business Response / [redacted] (1000, 9, 2015/08/21) */ We have received the consumer's complaint and apologize for the delayed responseCurrently, the consumer has been working with the business directly in an effort to resolve this matterWe have submitted a request for reimbursement consideration in the amount of $Upon completion of this investigation, a final response from the business will be provided to the Revdex.com Again, thank you for your patience as we attempt to resolve this matter Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has not reached out to me in any way since I opened my claim with Revdex.comI called the direct line provided to me by the lead I spoke with on July 31st (***-XXX-XXX-XXXX) to follow up on my refund request but did not receive a replyI will accept the response from the business if the refund described in their response is issued Final Business Response / [redacted] (4000, 13, 2015/08/26) */ The consumer spoke to Clipper representative [redacted] on July 31st to discuss the status of the complaintDuring that conversation, the consumer was advised that the refund process could take days or less; and that her refund request was being submitted for reimbursement considerationAfter thoroughly researching the consumer's complaint we were able to receive approval to refund the consumer $We have requested that the refund be expedited and it will be applied to the Clipper Card Number XXXXXXXXXX as [redacted] value Please accept our apology for the inconvenience that the consumer has experienced

We have received the consumer’s complaint and apologize for the inconvenience that she has experienced In no way does Clipper find a lack of customer service acceptable in any manner As a result of the consumer’s complaint we have provided feedback to the In Person Customer Service Center regarding her experience In regards to the $add value, it appears that it was never loaded to the actual Clipper Card although the consumer was charged As a result of our findings we have submitted a request for the value to be added to the Clipper card ending in *** Again, please accept our sincerest apologies as our goal is to always provide the best service possible to all Clipper Card users

Complaint: [redacted] I am rejecting this response because:Date Sent: 7/11/6:48:PMComplaint: [redacted] I am rejecting this response because this was a temporary placeholder responseSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ We are in receipt of the consumer's complaint and have reviewed his concernsThe Autoload feature is designed to prevent disruption(s) to participating consumer's travelThe Autoload design is to front load funds when the value drops below $if it is a [redacted] Autoload or load a product depending on the time of monthOnce the value or product has loaded to the Clipper Card, Clipper will then run the funding source to recover the cost of the load When a funding source is ran and declines for any reason, an email is sent to advising to update the funding source to prevent service disruptionBased on the process flow, if [redacted] value or a product loads to the Clipper Card at any time the Cardholder will be liable for payment As the consumer alluded to in the complaint, this is outlined in section of the Clipper Cardholder AgreementFor further r review, please visit www.clippercard.com and review section and If the consumer would like for us to review the activity of the account please provide the Card Serial number of the account in question

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ We are in receipt of the consumer's complaint and the concerns outlined will be reviewedUpon completion of our investigation it will be determined if we will honor the consumer's request Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did not specify a date in which their investigation will conclude and when I will receive a response to this issueFor all I know the business could take years to conduct their investigation over a $dispute resulting in non-correction of this matterClipper is a scam and I am ready to take my complaint to "on Your Side" channel News with Michael FinneyI would like a date specified of when I will receive a refund of $wrongly charged to meI would also like to be compensated for my time spent fighting this matter and for poor customer service Final Business Response / [redacted] (4000, 9, 2015/08/11) */ Thank you for your patience as we researched this complaintWe have reviewed the call recording and determined that the Clipper representative attempted to assist the consumer by offering to walk her through the process, but she was not in front of a computerHowever, we have identified areas for opportunity for the rep to improve onAs result, we have submitted your request of a $refund for reimbursement consideration Final Consumer Response / [redacted] (2000, 11, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I can and will reopen the case if I don't receive $refund

Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] Dear [redacted] Thank you so much! I'm 80% satisfied with this response - I just couldn't accept because I don't know how you'll issue me a refund I won't be able to use clipper cash, because I'm leaving the Bay, so this refund will have to be a checkIs that possible? If so, please send to my current address: [redacted] Please let me know! Sincerely, [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/07/08) */ We have received the consumer's complaint and sincerely apologize for the delay in our responseThe submitted complaint has been reviewed in an effort to resolve the complaintBased on our findings, the card was stolen on 5/31/but not reported to Clipper Customer Service until 6/4/As outlined in section (section 5.2.2) of the Cardholder Agreement the consumer is responsible for any activity on the card up to the end of the day that it was reported to Customer ServiceIt is also outlined that the consumer will be subject to fees for a replacement card in section Based on the card not being reported stolen until 6/4/15, we would not be able to honor the consumer's request for any out of pocket expenseHowever, as a onetime courtesy, we will waive the $balance transfer feeTo complete the Balance Transfer please contact Clipper Customer Service and refer to support incident XXXXXXXX

We have received the consumer’s complaint and apologize for the delayed response As noted in the consumer’s complaint our financial systems are not recognizing the card as a valid payment source registered within the country As a result, we are not able to obtain authorization to collect said value A recommended option is to use a prepaid Visa Card which will allow the system to retrieve the outstanding $ We sincerely apologize for the inconvenience and appreciate the consumer’s willingness to ensure that the value is collected

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

After further review of the patron’s complaint We able to confirm that the consumer had a Caltrain monthly pass for April via WageWorks to load to the Clipper Card The consumer tagged on and off on April 7, Clipper Customer Service received an email from the consumer on April 24, requesting the April WageWorks Caltrain Adult Zone 1-Monthly Pass and Caltrain citation be refundedThe consumer states that he was informed by a Clipper card of a “server error” The consumer could have used a Ticket Vending Machine to upload the pass which would have loaded to the card as designed Clipper Customer Service requested the WageWorks Caltrain Adult Zone 1-Monthly Pass to be sent back to WageWorks and advised the consumer of this on April 26, via email The order was sent back via check number *** Based on the refund guidelines, WageWorks participants that have a product or value paid for with pre-taxed funds are not eligible for a refund This is based upon the IRS regulations (Revenue Code Section 132) which prohibits a refund of any kind to a consumer Clipper Card will issue a one-time refund in the amount of $due to the consumer receiving a citation Please accept our sincere apologies for the confusion this may have caused [redacted] Contact Center Manager

We are in receipt of the consumer’s complaint and apologize for the delay in our response as we researched the account(s) in question. As outlined the consumer contacted Clipper Customer Service to report her card Lost/Stolen on 11/15/16. At that time the Customer Service Representative
properly advised the consumer of the card replacement process including the associated $fee. Per the Clipper Cardholder agreement (Sec & Sec 10.2), all “Card Replacements and Balance Restoration for Adult, Senior or Youth Card” are subjected to the $feeAfter listening to the call recordings it was *** (CSR) who offered a Supervisor call back to address the card fee and the consumer declined. At the time the concern of the consumer was to contact via email someone who could change the policy. Upon calling back on January 16, the consumer contacted the Customer Service Center to obtain the customer service email address. In the email correspondence she requested a refund for the $fee which was ultimately denied. It has also been outlined by the consumer that she traveled on ACT prior to purchasing a May monthly Senior Pass; as a result her fare was deducted from her Clipper Card cash balance. Based on the refund guidelines a refund for cash debits prior to the purchase of a monthly pass is non-refundableWe sincerely empathize for the unfortunate situation that the consumer experienced. Due to this, as a one-time courtesy, Clipper will approve a refund for the card fee of $5. If the consumer finds this to be a reasonable resolution, upon agreement, we will apply the $to the Clipper Card within days of her response to the businesses recommended resolution

Initial Business Response /* (1000, 5, 2015/09/09) */
We are in receipt of the consumer's complaintPlease allow us another couple of days to complete the investigationUpon completion of the investigation a response will be provided to Revdex.com immediately
Initial Consumer Rebuttal /* (3000,
12, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't even want to cancel my card as I am using it for other modes of transportationThe process they stated in requesting a refund is absolutely limiting and not even the process they suggested in their last direct correspondence to meEven after submitting a dispute with my banking institution there was no more contact from ClipperThe lack of customer service is unacceptable especially since everyone that wants to utilize any passes *** Bay Area's transportation systems must go through this Clipper system that only takes money from their customers and can't even go back into their system to credit back to the customers' accounts!
Final Business Response /* (4000, 14, 2015/10/16) */
We have reviewed the consumer's rebuttal and understand her concernHowever, systematically, we cannot drain and refund the BART HVD value from the card without following the Card Cancellation processIt has been confirmed that communication has been made with the financial institution and a Credit Reversal has been made to ClipperAs a result of the credit to Clipper, an unblock request has been sent to the consumer's card for the BART HVD valueAgain, we apologize for any inconvenience this might cause

Initial Business Response /* (1000, 8, 2015/07/30) */
We are in receipt of the consumer's complaint and apologize for the delayThe operator has responded to the request and approved the $5.55...refundAs of 7/30/the value was applied to the consumer's Clipper Card as valuePlease allow
3-business days for the value to loadPlease accept our apoloiges for any inconveniencethis may have caused
Initial Consumer Rebuttal /* (2000, 10, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)