Cubic Transportation Systems

Dear Mr. [redacted],
I have reviewed your account and found that you already spoke to a customer service supervisor.  Based on the notes it appears that your issue has already been resolved.  I called today and left a message with my direct number.  Please call me if there is any...

additional information you need.
Thank you,
[redacted]

Hello [redacted],
 
Thank you for getting back to us promptly.  I have attached the Power of Attorney.  Please let us know you have received this e-mail and whether anything else is required for the complaint to be reviewed.
 
Best...

regards,
 
[redacted] and [redacted]

Dear Mr. [redacted],Your refund request was submitted to CTA for review in October, 2014 and we are still waiting to receive approval.  I have followed up with them on many occasions and know they are working through these as quickly as they can.  I anticipate that we will receive a response...

within the next few weeks and will be able to issue a refund check soon after approval is received.  This is a new process for us and working through the process has provided a few challenges.  We appreciate your patience.Thank you,[redacted]

Dear Ms. [redacted],
You gave authorization for the charge when you accepted the terms and conditions when setting up autoload.  Your request does not meet the criteria for a refund per CTA's refund policy.  You can either convert the pass to transit value to be used to pay for any guests traveling with you or you can opt out of transit benefits for one month and use the pass you purchased.  These are the options I am able to provide to you.
 
Thank you,
[redacted]

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 considered.
 
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, 2014.  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 11 at 6:25 PM
Good Afternoon Mr. [redacted],
 
I use the cards ending in "[redacted] and [redacted]." Thanks for contacting me on this matter.
 
[redacted]
 
 
From my Android phone on T-Mobile. The first nationwide 4G network.
Good Afternoon Mr. [redacted],
I use the cards ending in "[redacted] and [redacted]." Thanks for contacting me on this matter.
[redacted]
From my Android phone on T-Mobile. The first nationwide 4G network.
-------- Original message --------
From: "[redacted], [redacted]" <[redacted]>
Date: 06/11/2014  5:42 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],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]

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 called back the individual in the morning of September 28th but she was not available.  I tried again in the afternoon of September 28th and again was unable to reach her.  I am looking for reimbursement of my issue.  As I stated in the voicemail that I left, I do have a registered card with Ventra and I provided that card number on the voicemail.  I still have not been told how I will be compensated for this error on Ventra's part.
Regards,
[redacted]

Dear Ms. [redacted],The adjustment for $4.50 was denied after CTA viewed their camera footage and saw you tag in and then leave the station without entering.  In order to use your pass at the same station you must allow 18 minutes between taps; otherwise the taps will pull from transit...

value.  This is not something that we can issue an adjustment for and therefore your request is denied.Thank you,[redacted]

Dear Mr. [redacted],Thank you for your time today.  Per your request I am responding in this manner with the options we discussed over the phone.  Ventra cards do not have a magnetic strip and cannot be demagnetized.  We are unable to diagnose over the phone or via chat as to why...

your card stopped working, however if you are able to visit our service center someone can inspect and test the card for you. If the card is found to be defective, the replacement fee of $5 will be waived. The Ventra service center is located at 567 West Lake Street on the second floor of the CTA building.  Or if you prefer, we can transfer the balance from the card ending in 2038 to another card you have in your possession.  Please let me know what option works best for you.  I can be reached by phone at 877-669-8368. Thank you,[redacted]

Dear Ms. [redacted],
We apologize for the issues Ms. [redacted] experienced with her Ventra account.
To resolve this complaint, Ms. [redacted]'s account has been adjusted in the amount of $400.00, and as requested, (2) 30-Day Passes have been added to her account.
The final adjustments...

and adding of the passes were made today, and are reflected in her account.
We believe that this resolves this complaint with the desired settlement.
Thank you,
[redacted]

Dear Mr. [redacted],Ventra is a contactless system used by CTA and Pace where you must place your card on the Ventra fare reader by itself, without any other card near it. This will ensure that only the card you intend to use is charged. You must remove your card from your wallet or purse...

to ensure your other cards are not charged.  If you did not do this it is likely that your contactless bank card was charged for the fare instead of your Ventra card.  When using a contactless bankcard all fares are $2.25 with the exception of traveling from O’Hare which is $5.00.  There are no adjustments or refunds given for this reason.  You can view the terms and conditions of the Ventra card using the link provided [redacted].  I called and left a message with my direct number.  Please call me with any questions you have.Thank you,[redacted]

Dear Ms. [redacted],I reviewed your account and see you spoke to a customer service team lead on 7/25/16 where she explained that our system shows you had an additional rider on a few occasions where you tapped your Ventra card charging your transit value causing it to go negative.  She also explained the information found in the terms and conditions regarding Ventra stating we need to be made aware of any issues with readers, etc. within four days of the incident in order to review it for an adjustment.  Ventra terms and conditions can be found by clicking the link provided [redacted].  Your current negative balance is $3.30; however this will not impact your ability to travel with an active pass.  The customer service lead you spoke with issued a one time courtesy adjustment in the amount of $5.00 to your account.  You will be responsible to for loading value to clear the remaining negative amount.  I apologize for any trouble you had and am happy to discuss any additional concerns.  You can reach me directly by calling Ventra customer service. Thank you,[redacted]

Dear [redacted],
In order to investigate and resolve this issue, we will need the customer's Ventra card #.
Mr. [redacted] will need to register his Ventra card to receive any adjustment/settlement. 
Registering the card also provides additional benefits such...

as on-line account management and replacement value protection if the card was to be lost, stolen or damaged.
Mr. [redacted] can register his card on-line @ www.ventrachicago.com, or by calling  1.877.NOW.VENTRA (1.877.669.8368).
We will follow up once we have the Ventra card #.
Thanks,
[redacted]

Dear [redacted],I reviewed your account and found that your refund request was submitted to CTA for review and approval.  Once approval is received your refund check will be mailed to the address you provided.  I have requested an update from CTA on your specific request and will...

follow up with you once I know more.  Please feel free to call me directly with any questions. My number is ###-###-####.Thanks,[redacted]

Dear [redacted],Thank you for your time today and your willingness to work with me to get this issue resolved. I will follow up with you on Thursday, January 8th at 9:00am to obtain more information.Thank you,[redacted]

Dear Ms. [redacted],
I have reached out to Ms. [redacted] to attempt to resolve this matter, and will follow through on a resolution.
A Support incident has also been created in her Ventra account documenting this issue.
I will let you know once this issue has been...

resolved.
Thanks,
[redacted]

Dear Mr. [redacted],
Thank you for your time today and allowing me the opportunity to assist you.  I am working with the transit agency and providing feedback to them in regards to what training is needed for station agents.  Please call me once you are able to purchase a new...

Ventra card and I will take care of getting your card registered.
Thank you,
[redacted]

Dear Ms. [redacted],
In response to Mr. [redacted]'s complaint, we confirm that his Ventra account has a current transit balance of $10.25.
The information provided by our Customer Service Representatives to Mr. [redacted] is accurate.  CTA Policy is no refunds.  Ventra adheres...

to this policy.
The transit balance in the account can be utilized for future rides on the CTA.
I understand that this isn't the settlement Mr. [redacted] is seeking, but Ventra is bound by CTA policy regarding refunds.
Sincerely,
[redacted]

Dear Ms. [redacted],I reviewed your order and determined the charge was caused by autoload being set up on your account.  This can only be done by logging into your account online at ventra[redacted].com and choosing the option to turn it on.  It also requires you to agree to the terms and...

conditions of autoload which you have to click "I Accept" to continue.  I'm not sure why this was turned on since you state you receive a monthly pass from your employer; however it was and is the reason for the charge.  There was nothing done fraudulently as you claim. You spoke to a member a management at Ventra and a solution was provided to convert the pass to transit value to be used to pay for any guests traveling with you or between passes as needed. It is my understanding you denied this offer.  You do not qualify for a refund per CTA's refund policy.  The information is listed in the terms and conditions located at [redacted].  I am more than willing to work toward a solution that works best for you; however a refund is not an option I am able to offer. Thank you,[redacted]