Cubic Transportation Systems

Dear ***,Thank you for providing feedback regarding the Ventra program I would like to apologize for any frustrations that you encountered with the replacement process There is not a charge to replace a defective card; however the card has to be taken to our service center located at [redacted] in [redacted] to have the card inspected and tested They are open Monday through Friday from 8:00am to 4:30pmIf found to be defective the card will be replaced at no charge If the card is damaged then there is a $fee to obtain a replacement We are working with CTA to improve the balance transfer process to make it easier and faster for customersThank you for your patience while we work through this process Please contact Ventra customer service with any questions or concerns and we will do everything we can to make your experience a pleasant one We are open Monday through Friday from 6:00am to 8:00pm and Saturday from 8:30am to 5:00pm.Thank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] This whole thing saddens meI'm just getting in from work and there is call from [redacted] telling me I received a credit of on 8/14, The sad part is I've had to explain to several of their agents how their product worksAs a result of the auto load mishap the Ventra card allowed me to take one ride but it added a negative -on my cardAfter attempting to board going home the card did not work because it says I owed In order to get home I swiped my debit cardWhen I got home and logged on I saw that there was a -so I immediately called customer services and she removed the initial which is what they are referring toThat negative balance would not have ever happened if the autoload had workedNo one seems to understand that I paid out of pocket to get home as a result of the card not letting me use it because it said I owed One of the agents even blamed my bank which is rude and not professional at allLater it was revealed to me that in fact there was an autoload issue A) the autoload would have worked initially B) if there was an issue someone would have called or emailed me c)If there is an issue the card should simply not let you use it and there won't be any negative amounts posted agaianst your balance

Hi,Based on the information provided and the status of the account your request for a refund does not meet the requirements as specified in the terms and conditions Your request is denied I provided all the information regarding account registration and refund requests in my previous response; however no action was taken to register the card or provide any information for a refund to be consideredThank you, [redacted]

Hi, I spoke to Ms [redacted] today regarding her complaint and walked through her transaction history She was not over charged; however there was a lot of activity on the system this day causing trips to be re-priced once posted which led to her confusion I also left a message for Ms [redacted] with my direct number so she can call me with any additional questions or concerns Thank you, [redacted]

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Dear Ms [redacted] , I would like to talk to you about your complaint as I need more information in order to determine why your credit card was declined I left a message for you today with my direct number and ask that you give me a call at your convenience Thank you, [redacted]

Dear Revdex.com, We are unable to locate the charge in questionI have been in contact with Ms [redacted] and we are researching further to see what we are able to determine I also provided Ms [redacted] with my direct number so that we can stay in contact until the issue is resolved /> Thank you, [redacted]

Dear Ms [redacted] ,I would like to apologize for any confusion that may have been caused regarding your balance I reviewed your account and found that an adjustment was made to your account for $on 5/8/for the funds that were in your Chicago Card I have also attached a copy of the transaction history so you can see the date and time I called and left you a couple of messages with this information as well Please let me know if you have any questions or concerns.Thank you, [redacted] ?

Dear Mr***,Your card is not registered in the Ventra system and this needs to be done before I am able to assist you You can register your card online at [redacted] or I will be happy to register it for you I will call and leave you a message with my direct number and ask that you call me to register your card and discuss our options I apologize for the misinformation you received and will ensure clear expectations are set for the future I look forward to hearing from you soon.Thank you, [redacted]

Dear Ms [redacted] ,The Ventra call center is open Monday through Friday from 6am to 8pm and on Saturday from 8:30am to 5:00pm The only day we are closed is Sunday I do not show any record of you speaking to customer service representative about your problem and would like the opportunity to assist you I reviewed your account and do not see where you were charged twice for autoload; however there are three cards on your account so I need to know which one you are referring to I attempted to call you at the phone number listed on file [redacted] , but was unable to leave a voicemail Please give me a call directly at [redacted] to discuss your concerns I look forward to hearing from you.Thank you, [redacted]

Dear Ms***,I reviewed your complaint along with your account and found you were issued an adjustment for $based on the receipt you provided (see attached) I checked the vending machine report and was unable to locate any overages for the additional $to support your claim If you would prefer to have this refunded in the form of a check please contact me directly at [redacted] so we can remove the adjustment and process the request It will take to weeks for the check to be issued and mailed I apologize for any confusion that may have been caused.THank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I'm still very dissatisfied with the attempt to resolve this matter [redacted] has only sent an email asking for the the last four digits of the cards that I use I replied to his message and he still hasn't contacted me since June 11, The extensiveness in the amount of time to reply was very unethical If there were alternate means of obtaining my CTA Fare, I would gladly do so This is not a resolution: [redacted] To [redacted] Jun at 6:PM Good Afternoon Mr [redacted] , I use the cards ending in " [redacted] and ***." Thanks for contacting me on this matter [redacted] From my Android phone on T-MobileThe first nationwide 4G network Good Afternoon Mr [redacted] , I use the cards ending in " [redacted] and ***." Thanks for contacting me on this matter [redacted] From my Android phone on T-MobileThe first nationwide 4G network -------- Original message -------- From: " [redacted] , ***" < [redacted] > Date: 06/11/ 5:PM (GMT-06:00) To: [redacted] Subject: Ventra Replacement Issue Mr [redacted] , I’m belatedly following up on your Revdex.com complaint about the issues you‘ve had with your Ventra account I am contacting you to get this squared away Can you let me know the last four digits of the cards you are currently using? Here’s a snap shot of the cards listed in your account [redacted] Thank you [redacted] Operations Manager Cubic Transportation Systems, Inc Phone: + [redacted] Mobile: + [redacted] cts.cubic.com Regards, [redacted]

Dear Ms [redacted] ,I apologize for the confusion and frustration you experienced with the replacement process Anytime a working card is replaced for being damaged there is a $fee As a one-time courtesy I have adjusted your account for $and will pass your suggestion/complaint to the appropriate team to review this part of the process You will be able to see the adjustment to your account by logging into your account at [redacted] .Thank you, [redacted]

Dear Ms***, I have reached out to this customer in an attempt to resolve this complaint A support incident has also been created in the Ventra account documenting this issue Once I hear back from the customer, we will proceed with a resolution, and will keep you advised to the status Thanks for your patience on my late actions on this issue Sincerely, [redacted]

Dear [redacted] ***,My sincere apologies for your overall experience with Ventra I can see a $adjustment was applied to one of the cards on your account on 1/19/ If this issue is not resolved or you want to call me to discuss your overall experience with Ventra, please call me at ###-###-#### and reference [redacted] when you call.Sincerely,***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I have sent the requested documents to the business's representative via emailI will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Cubic Transportation System did not address my complaintThey mentioned the $refund that I received as transit value on my existing account -- that is only half of the amount that I entered in the machine and lostI already stated that I received a refund for $20, which is what appeared on my receipt and what was recorded in their system when I went to the Customer Service officeHowever my claim relates to an additional $which were never recorded by the vending machineSince I am absolutely positive that the machine "ate" this additional $20-bill, I would like Cubic to cross-reference the cash revenues from that vending machine on Sunday 4/26/ Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have received this same run-around response since October on how this is a "new process" and they are working on itHowever, it's been months and the fact that they haven't figured it out by now, I am completely appalled that it's taking this long to receive a refund for the money I personally added to the card and have not used itThere needs to be a quicker way to get this resolved since they've had ample time to work on thisI'm not understanding what the hold up is with the CTA on the refundThis is completely frustrating and needs to be addressed immediately Regards, [redacted]

Dear Mr [redacted] , I reviewed your account and see that you called in and spoke to a customer service representative on 10/21/and she assisted you with turning off the auto load and deleting your funding source This can be done online as long as you turn the autoload off first I apologize for the trouble you experienced Thank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[I did agree to any terms I have never used auto load beforePlease refund me my dollars, back to the debit cardI did not authorize this transaction.] Regards, [redacted]