Clipper Card

Initial Business Response /* (1000, 5, 2015/08/04) */
We are in receipt of the consumer's complaint and apologize for any inconvenience he has experiencedWe have reviewed the account and confirmed that the patron stated that the Clipper Card was no longer functionalAt that time, he was
informed that the Clipper Card is under warranty for the first year from the date of useThe Clipper Card in question was first used in April 'Due to this, it would call for the patron to obtain a new card and request for any remaining value to transfer to the new Clipper cardTherefore, any request for a refund for card and balance fees are deniedA reference from Section of the Clipper Cardholder Agreement has been added below
The consumer also requested a refund for fare paid before obtaining a new card and the transferring of balance from the old cardThis request is also denied due to the patron being responsible for the cost of any travels takenAgain, please accept out apology for any confusion, but we find no justification to assume liability for cost that the consumer incurred
Defective Clipper(r) Cards
The Cardholder holds the Card at his/her own riskIf the Card malfunctions due to no fault of the Cardholder, he/she may return the Card to the Clipper(r) Customer Service Center, and MTC shall refund any remaining *** value (except as provided in Section 7.3) or transfer any remaining Card value to a new Card if the Card is returned within one year from the date that the Cardholder first used the CardIf the Clipper(r) Customer Service Center determines that the card is not defective but has been damaged, the Cardholder may request a replacement card in accordance with Section

I need your assistance to update our response to complaint # [redacted].  After further review, we discovered that the consumer has multiple Clipper Cards that she’s using simultaneously.  As a result of this discovery, we were able to determine that the $50 value was loaded to her Clipper Card ending in 0025.  Therefore, our original resolution is being retracted due to the consumer receiving the value added. 
 
Our recommendation is for the consumer to suspend usage of one of the Clipper Cards to prevent this confusion in the future.  Since Clipper is not at fault for this mix up please update the response and have this posted.  Thanks in advance.
 
Kind Regards,
[redacted].

We apologize for the delay in our response to the consumer’s concerns.  The Refund Team is actively reviewing the account and will provide a resolution once the investigation has been completed.  Thanks in advance for your patience.

We are in receipt of the consumer’s complaint and apologize for any inconvenience that he has experienced.  Clipper is a smart card that is designed as a card based system.  This means that all communication with the Clipper Card has to be done via a device such as a card reader or fare...

gate.  When a remote transaction is requested (i.e. Add Value, Block/Unblock) it could take up to 5 days to load depending on the method of travel.
If the consumer would like to provide specific recommended web site improvements we will make sure that they are passed on to the appropriate individual(s).  For further review of the Clipper Card count, please provide us with the Clipper Card Serial number and we will be happy to address the noted concerns further.

Initial Business Response /* (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 Card. However, we have received approval to refund $70 to the consumer in the form of a check. It this resolution is...

acceptable, please confirm the mailing address for receipt of the check. Please note that all refunds are processed within 30 days once the request has been submitted.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. check can be sent to XXX XXth ave, san francisco, ca XXXXX. ATTN: [redacted].
Thank you.

The refund will be in the form of a check.  We will send the check to the address provided within the Revdex.com complaint.  Please note that all refunds are processed and mailed within 30 days or less.

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.

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 $50 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 [redacted].  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:
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 check. Is that possible? 
If so, please send to my current address:
 
[redacted]
[redacted]
 
Please let me know!
Sincerely,[redacted]
Sincerely,[redacted]

We are in receipt of the consumer’s concerns and apologize for the delayed response.    After assessing the account we were able to determine that due to a balance on the Clipper Card it prohibited the $300 order from loading.  As noted in section 4 of the Clipper Cardholder...

agreement the max value that the Clipper Card can hold is $300.  In order for the max value ($300) to load, the card must have a $0 balance. 
4.  ADD VALUE TRANSACTIONS MTC may require a minimum add value amount when the Cardholder acquires the Card. The maximum amount of cash value that can be stored on any Card is $300.  If a Cardholder tries to load cash that causes the Card balance to exceed $300, the entire transaction will not be processed. The Cardholder is responsible for knowing his/her balance.
It was also identified that the consumer had a pre-existing Autoload prior to establishing the Commuter Check orders.  The Clipper system operates as a card base system which provides updates to the Clipper Card in order of sequence.  Since the disable request process had not completed prior to the Commuter Check order attempting to load it prevented the disable request from being successful and continued to trigger the $20 cash Autoload.    
Based on contacts made to Customer Service on 10/16/17 and 10/24/17 the above information was provided to the consumer.  As a result, an alternative option was recommended to obtain a new card in order for the value to load.  In an effort to address the consumers concerns, as a onetime courtesy, Clipper will refund the consumer the $3 card fee.  If this is a reasonable resolution we will proceed with processing the refund as e-cash to the Clipper Card upon receipt of agreement.

Initial Business Response /* (1000, 5, 2015/05/21) */
We have received the consumer's complaint and reviewed her account. Based on email correspondence with Clipper Customer Service, the correct Clipper card was identified and the appropriate balance was successfully transferred to the new Clipper...

card ending in 2343.
As a result of our findings we will consider this matter to have been resolved. Please accept our apology for any inconvenience this may have caused.

Initial Business Response /* (1000, 5, 2015/07/31) */
We are in receipt of the consumer's complaint and the concerns outlined will be reviewed. Upon completion of our investigation it will be determined if we will honor the consumer's request.
Initial Consumer Rebuttal /* (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 issue. For all I know the business could take 10 years to conduct their investigation over a $3.00 dispute resulting in non-correction of this matter. Clipper is a scam and I am ready to take my complaint to "7 on Your Side" channel 7 News with Michael Finney. I would like a date specified of when I will receive a refund of $3.00 wrongly charged to me. I would also like to be compensated for my time spent fighting this matter and for poor customer service.
Final Business Response /* (4000, 9, 2015/08/11) */
Thank you for your patience as we researched this complaint. We 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 computer. However, we have identified areas for opportunity for the rep to improve on. As result, we have submitted your request of a $3 refund for reimbursement consideration.
Final Consumer Response /* (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 $3.00 refund.

After further review of the patron’s complaint.
 
We able to confirm that the consumer had a Caltrain monthly pass for April 2017 via WageWorks to load to the Clipper Card.  The consumer tagged on and off on April 7, 2017.  Clipper Customer Service received an email from the consumer on April 24, 2017 requesting the April WageWorks Caltrain Adult Zone 1-3 Monthly Pass and Caltrain citation be refunded. The 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 1-3 Monthly Pass to be sent back to WageWorks and advised the consumer of this on April 26, 2017 via email.  The order was sent back via check number [redacted]. 
 
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 $300 due to the consumer receiving a citation.
 
Please accept our sincere apologies for the confusion this may have caused.
 
 
 
 
[redacted]
Contact Center Manager

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 me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/19) */
We have received and reviewed the consumer's Clipper account based on the information provided. As the consumer noted she disabled the Autoload feature, but it was only for the BART HVD value back in November '13. Due to not completing the...

disable process the request submitted via the Clipper Web expired; therefore causing the patron to receive a future Bart 60/64 Autoload.
As a result of the Autoload loading to the card in March '15 the product was blocked due to a failed funding source. Upon updating her funding source in January '16 Clipper was able to recover for the value that loaded. It 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 '15. Due to the funding source failing at this time the Muni pass [redacted] blocked pending collection of the $76. At no point prior to the product loading was a request submitted to have this Autoload disabled. Since 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 set-up via the Clipper(r) website at clippercard.com. In 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 request. If the Card balance reaches an Autoload threshold identified in Section 6.2.1 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.

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 $30.  We sincerely apologize for the inconvenience and appreciate the consumer’s willingness to ensure that the value is collected.

Complaint: [redacted]I am rejecting this response because: I find it unacceptable that a customer can go to the customer help desk, get told to purchase an item Saying it would work for the airport, only for it NOT to work and then you say that the customer is at fault for not reading rules and guidelines. What is the point of having a customer help desk?
 
I understand now that the month pass does not cover the airport but it should be your responsibility to make sure Muni is informed as to where clipper works and does not work. And YOU clipper should put your customer first who has been mislead by Muni representatives and simply refund the mistaken difference for services I was told I would get by paying and I did not receive. That is Just lying to customers and stealing their money. 
 
I hope you at LEAST get hold of Castro Muni and make sure they know how clipper works so another customer doesn’t get robbed by you. 
 
[redacted]

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 me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/11) */
We are in receipt of the consumer's request and have reviewed the account. Due to being a zone based system, it is the business rule of the operator (Caltrain) that all riders must have an entry tag and an exit tag to identify the travels...

taken. On July 7th the consumer tagged in at 4th/King but there was no subsequent tag out. As a result, per the operator's business rule, the [redacted] portion of the Clipper Card is charged the full fare of $12.75. In order to ensure that enough value is on the card to pay the maximum fare, the consumer is required to have an additional $1.25 [redacted] at all times.
On August 6th the patron requested and was approved for a full refund of $12.75 based on the refund guidelines. The consumer later added value on August 10th which showed available immediately. Almost an hour after the consumer added value there was a travel taken that was charged to the monthly pass.
In the complaint, the consumer also expressed concern that the refund value was not applied immediately. The Clipper Card functions off of a card based system, not an account based. Therefore, all communication with the chip, which is housed within the Clipper Card itself, can only be provided by the Card being applied to a fare gate or device.
Based on our research of the consumers account we will not honor the request for a refund. Please accept our apology for any inconvenience that this may have caused.

We have received authorization to process a refund back to the funding source used to recover the $30.  The standard refund processing time is within 30 days.