Cubic Transportation Systems

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]

Dear Ms [redacted] ,The Ventra system offers many ways for you to check your balance, TVM, automated phone system, website, and mobile app It is the responsibility of the card holder to manage their account and ensure funds are available when traveling Anytime a negative balance is left unpaid it may cause issues when traveling We are willing to meet you in the middle on this issue and is why an adjustment has already been provided You are responsible for the remaining negative balance of $Thank you, [redacted]

Dear Mr***, Thank you for your time today Per our conversation you will call me directly if this were to happen in the future and since you have used all the tickets that were dispensed we are requesting to close this complaint Thank you, [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 questionsMy number is ###-###-####.Thanks, [redacted]

Dear ***, 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] , Refunds are reviewed and approved by CTA and the information requested on the opt-out form is information CTA has requested in order to consider a refund for approval The balance on your account is only $which does not meet the minimum balance of $ so I will move this balance to your husband's account and send the information provided for him over for their review You specific account has been closed We will follow up with you once we have received approval.Account Refunds are not provided except in the following situations: Registered account holders who are unable to deplete their Ventra Transit Account due to an unplanned move or relocation out of the State of Illinois may request a refund of remaining Transit Value on a registered Ventra card with a minimum balance of $10, which will be mailed to their new addressAccount holders must submit the Out-of-State Refund Request along with supporting documentation to officially close their account and receive a refund of pending Transit Value and/or passesI called and left a message for you to call me on my direct numberI was in meetings all day yesterday and is the reason I was unable to personally call you back I promise we will get this taken care of for you Thank you [redacted] ! Sincerely, [redacted]

Dear Mr [redacted] , We are hoping to resolve this issue with you and ask that you please work with usWe 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 youIf the card is found to be defective, the replacement fee of $will be waived The Ventra service center is located at 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 [redacted] to another card you have in your possession Thank you, [redacted]

Dear Ms [redacted] ,Thank you for your time this morning I have registered your new card to your account and cleaned up the account so that you can better use our self-service options Please let me know if I am able to assist you in the future.Thank you, [redacted]

Revdex.com:About 6-weeks ago I filed a complaint about Cubic Operation/ VentraThe Revdex.com complaint number is: The complaint was regarding the Ventra transit card machine charged and dispensed more transit cards than I neededWhen I addressed both my concern and showed my receipt showing I had only purchased the One Day pass- Ventra told me they don't do refundsHense, I filed my complaint in late JuneOn July 30th, I receieved a message from the Revdex.com stating Cubic has sent me a messageThe message was from [redacted] stating he will refund me the $overrage, once I provide him a copy of the receipt and the backs of the unused ticketsI emailed the requested documents to the email he provided, ***[redacted] @cubic.com [redacted] , on July 31thAnd have yet to receive a response from him as well as my refundUnfortunately the complaint on the Revdex.com's end shows resolved, but it actually isn'tThis week I sent another communication to [redacted] and have yet to receive a response.I'd like for the $I was over charged to be refunded back to meI've been waiting nearly this entire summer to have this issue resolved Regards, Renee [redacted]

Dear Ms***, I reviewed your account and found that a second replacement card was mailed to you and an adjustment was issued to that card I called today and left you a message with my direct number and ask that you give me a call if you have any questions or concerns /> Thank you, [redacted]

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 will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Hi,Thank you for your time today. Your card ending in *** has been adjusted for the $you lost in the vending machine. I sincerely apologize for the trouble you had. Please let me know if you need any additional assistance. Thank you,***

Dear Ms***,I would like to apologize for the frustration that you encountered.The cost to replace a Ventra card is $and if ordered online will be mailed to the address you provide. These cards come in an unmarked envelope for securtiy so please do not mistake it for junk
mail. If you are not receiving your mail, please check with your local post office. I will credit your account $as a courtesy; however please be advised that future replacement cards will cost $5.THank you,***

Hi,I spoke to Ms*** 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
*** with my direct number so she can call me with any additional questions or concerns. Thank you,***

Dear Mr***,
Thank you for your time today and per our conversation I have transferred the funds of $to your new Ventra account. I apologize for any trouble that you had. Please let us know if we can assist you in the future
Thank you,
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***

Dear Mr***,I called and left a message for you to call me directly regarding your complaint. I understand you have moved to the suburbs of Chicago and do not have any plans to ride CTA or Pace any longer. These funds can also be used to ride *** if that is an option for
you. If not, I will need to gather more information from you and ask CTA if they will make an exception for your request. Please call me when you have a moment to discuss Thanks,***

Dear *** ***,I apologize you had an issue with your Ventra card cracking. It is my hope you are able to understand why somone over the phone is unable to determine whether a card is defective or damaged since we can't see the physical card. Our goal is to make the replacement
process as easy as possible and provide many options to choose from. I reveiwed your account and determined you chose the option to order a replacement card online; order *** on 2/16/2015. This new card is already on it's way to you. In the meantime you can purchase an extra card at any vending machine, or participatinig retail location for $while you wait on your replacement card. Once you register the new card your $will be returned to you as transit value that you can use when paying for transit. We are working to provide more optioins for obtaining replacement cards when needed and hope these new additions will make the process even easier in the future. I called and left a message in your voicemail with my direct number. Please call me with any questions or concerns.Thank you,***

Dear Revdex.com,
A request was submitted to have the charges refunded and was denied due to the transit agency's no refund policy. This information is stated in the terms and conditions that are accepted upon the purchase of the card from all vending machines.
Thank
you,
***

Dear Ms***,The adjustment for $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 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,***

Dear Ms***,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 ***, but was unable to leave a voicemail. Please give me a call directly at *** to discuss your concerns. I look forward to hearing from you.Thank you,***