Clipper Card

Initial Business Response /* (1000, 9, 2015/10/27) */
We have received the consumer's complaint and apologize for the delay in our response. Caltrain is a transit agency that participates in the Clipper Fare Payment system as an independent service provider. All Caltrain policies and business...

rules are established by Caltrain.
With that said, Caltrain operates as a dual tag system due to their routes being Zone based. This allows them to determine the boarding and exit location of the transit riders. As a result, a consumer is allowed 2 Fare Refunds, within a 6 month period, if failure of tagging out occurs.
We have reviewed the consumers account and confirmed that on May 31st there were two Caltrain travels where the patron did not tag out. Due to the processed refunds for these two travels, the consumer is not eligible for an additional refund at this time.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Did not acknowledge my explanation for the two times I didn't tag out on May 31st.
Final Business Response /* (4000, 13, 2015/10/30) */
In this particular case, this is not related to a latency issue. We have also checked with our Helpdesk and there were no reported device issues on this day.
The business rules require that the transit rider tag in and out on a device when traveling on Caltrain. If the rider tags in but not out and then tags on a device for another transit operator this will be coded as a "Forgot to tag off". As a result, the rider will be charged full fare.
Although this occurrence happened twice in the same day they are considered separate travels and will count as two Forgot to tag off" incidents.

The business assumes this matter to be resolved.  An email communication was sent to the consumer on 9/26/17 informing him that the refund was approved in the amount of $132.60.  Since sending the correspondence we have confirmed that the value loaded to the Clipper Card ending in 2970 on 9/27/17 at 6:46am.

Initial Business Response /* (1000, 5, 2015/08/14) */
We are in receipt of the consumer's complaint and request time to research the account. Based on our findings will report back to the Revdex.com immediately.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/21) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
I had spoken to Clipper several times before they finally called me at 6:02 pmand left a voicemail. I called back at 6:29 as soon as I heard the voicemail to an automated message that stated their business hours closed at 6pm and left a voicemail, which still has yet to be returned.
I am requesting a refund of what was on my card before I attempted to shut off the auto-reload feature in early August of 2014 via their customer support line. I spoke to their customer service multiple times before attempting to turn it off via the website, all of whom assured me that it had been taken care of when it was in fact not done so - which is what prompted me to attempt to turn the auto-reload off via the website.
Final Business Response /* (4000, 12, 2015/08/25) */
Based on the information provided in the previous response, the consumer is not eligible for the refund. In order to receive a refund the Clipper card has to be in an unblocked state. Currently the Clipper Card is blocked due to uncollected value of $25 resulting from a charge back. The business will be more than happy to refund any eligible value, currently on the card, once the outstanding balance has been collected.

Complaint: [redacted]
A check within 30 days is fine, but I cannot accept until I actually have the check in my hand. This company has promised me refunds before (ie: in April), so I'll have to view this skeptically until everything is finalized and I have been reimbursed. 
Still, this is definitely a move in the right direction, so thank you very much! 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/11) */
We have received the consumers request to review the charges associated to the Card Serial Numbers XXXXXXXXXX and XXXXXXXXX. After pulling up the accounts it was identified that the names associated to the Revdex.com complaint does...

not match the registered Clipper Cards. In order for us to further assist, please provide the first six and last four of the funding source in question. Upon receiving that information we will identify the Card Serial Numbers associated to the charges and research further.

Complaint: [redacted]
I am rejecting this response because:because the pass pd for, included the ONE day in question.  I will however accept the $5.00, however it is unfair that a one time occurrence and on One day, & unknowingly, would cause trouble.  Yet, u r surveying get more of the pie in the business.  I hope this publish so others can know how unfair and u are.  I still want my overpayment back, on May 4th due to inadventent oversight of a missing pass, in which that since been correct ed by the next day.  I will also pass this information to anyone who will listen.  I would really appreciate ur refunding the the additional $2.20 + 5.00.  Why r u being so tight?  We need it, not u!
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/08/21) */
We have received the consumer's complaint and apologize for the delayed response. Currently, the consumer has been working with the business directly in an effort to resolve this matter. We have submitted a request for reimbursement...

consideration in the amount of $94.50. 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 /* (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.com. I called the direct line provided to me by the lead I spoke with on July 31st ([redacted]-XXX-XXX-XXXX) to follow up on my refund request but did not receive a reply. I will accept the response from the business if the refund described in their response is issued.
Final Business Response /* (4000, 13, 2015/08/26) */
The consumer spoke to Clipper representative [redacted] on July 31st to discuss the status of the complaint. During that conversation, the consumer was advised that the refund process could take 30 days or less; and that her refund request was being submitted for reimbursement consideration. After thoroughly researching the consumer's complaint we were able to receive approval to refund the consumer $94.50. 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.

Initial Business Response /* (1000, 5, 2015/11/23) */
We have received the consumer's complaint and reviewed her Clipper Card account. The $75 in question is for an ACT 31 day rolling pass [redacted] the consumer had setup on the Autoload feature. With an ACT 31 day pass [redacted] on Autoload, it will...

automatically load to the Clipper Card a new pass [redacted] the previous pass [redacted] Once the pass [redacted] the funding source on file will be charged for the cost of the product.
In this case, the consumer traveled on ACT on 11/17/15 and loaded a new 31 Day ACT pass. It was not until after the pass [redacted] loaded did the consumer submit a request to have the Autoload disabled. Since the load date, the consumer has used the pass * times which makes the pass [redacted] and a valid charge. Per the consumer's request, we have email her a Transaction History report for all of 2015.

Complaint: [redacted]I am rejecting this response because: The issue has not yet been resolved. When I receive a follow-up message stating that the issue has been resolved, I will accept the business's response.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Date Sent: 7/11/2017 6:48:38 PMComplaint: [redacted]I am rejecting this response because this was a temporary placeholder response. Sincerely,[redacted]

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 $30 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 /* (1000, 5, 2015/10/16) */
We have received the consumer's complaint and have been in contact with her by phone. Upon completion of this matter we will provide a closing statement regarding the concerns outlined in the consumer's complaint.
Initial Consumer Rebuttal...

/* (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 messages. Eric the customer Service Manager
warned me he was going to be to busy and that he would call at his earliest convenience. As a customer it did not feel respectful. I would never tell a customer or an employee in my case that I will contact them at my convenience. It 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 /* (4000, 9, 2015/10/20) */
We have spoken to the consumer and verified that the claim of being double charged was incorrect. The consumer was informed in multiple phone conversations that the $53 charges for a 9/28/15 and 10/6/15 Autoloaded. It was identified that one of the 10/6/15 charges was the collection of payment for the 9/28/15 Autoload. Although 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 21 days to return. In the case of the consumer, it took 8 days (including non-business days) to recover the value. This 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 birth. We have reviewed that call and as a result, feedback has been given to the CSR. During 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 birth. After reviewing the call it was confirmed that these claims were untrue. All of our findings and a formal apology for the CSR comment have been relayed to the consumer.
In the consumer's 10/19/15 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 arrogant. Based on the 10/12/15 phone conversation and the voicemail left on 10/16/15 by the Supervisor, the consumer was advised that he would be traveling for work and would not be accessible. As a result, there might be a delay in him responding to any phone or written communication. During the 10/12/15 conversation the consumer indicated that she would not work with anyone else due to not feeling that they knew what they were doing. She expressed her satisfaction and appreciation with the Supervisors ability to assist her based on past experiences. The Supervisor explained that this could cause a delayed response and felt that his team and his peer are qualified to assist. The 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 made. Clipper Customer Service strives to provide excellent customer service at all times. We 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 /* (1000, 5, 2015/10/02) */
We are in receipt of the consumer's complaint and have reviewed his concerns. The Autoload feature is designed to prevent disruption(s) to participating consumer's travel. The Autoload design is to front load funds when the value drops below...

$10 if it is a [redacted] Autoload or load a product depending on the time of month. Once 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 disruption. Based 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 6.2 of the Clipper Cardholder Agreement. For further r review, please visit www.clippercard.com and review section 6.2.2 and 6.2.3. 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 me. Sincerely, [redacted]

Initial Business Response /* (1000, 10, 2015/07/08) */
We have received the consumer's complaint and sincerely apologize for the delay in our response. The submitted complaint has been reviewed in an effort to resolve the complaint. Based on our findings, the card was stolen on 5/31/15 but not...

reported to Clipper Customer Service until 6/4/15. As outlined in section 5 (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 Service. It is also outlined that the consumer will be subject to fees for a replacement card in section 10.2.
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 expense. However, as a onetime courtesy, we will waive the $5 balance transfer fee. To complete the Balance Transfer please contact Clipper Customer Service and refer to support incident XXXXXXXX.