Cubic Transportation Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,days is an insuffienct amount of time to notifyAs explained per phone conversation, I purchase an unlimited monthly Passos essentially no balance, just unlimited for day period Therefore why would I check the balance of the card when there shouldn't be a balance?!?!? I submitted an online inquiry to Ventra on Sunday ( no business hours they suspended account with No o ne to reach) shady business practiceNo responseI called right after open of businesson Monday morning min hold time Talked to rep was put on hold again for another minsShe said someone would call back Call received at 4:pm Issue at hand is faulty readers , lack of responseThese issues not addressed.
*** ***

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 Ms***,
We apologize for the issues Ms*** experienced with Ventra
The root
cause of the issue in the complaint was an error related to replacing a lost card, and being charged for overlapping 30-Day Passes
To recify the error, Ms*** received a $refund on 1/19/2014. A $adjustment to her Ventra transit account was also made on 2/3/2014.
We believe that the The $amount in dispute has been addressed per the customer's desired settlement request
I called Ms***, but was unable to reach her. I left her a phone message, and asked that she call me back to discuss resolving this case
Please advise if there are any questions or additional information needed
Sincerely,
*** *** - Cubic Transportation Systems, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
The business turned off autoload, and allowed me to delete my credit card informationAlthough, their response that deleting credit card info is possible if you turn off autoload is not correctYou cannot uncheck 'use this funding source for autoload' once it has been previously enabledTherefore without the company's intervention, you cannot delete your credit card info on your ownResolution was not made until this was reported to the Revdex.com
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
days is an insuffienct amount of time to notifyAs explained per phone conversation, I purchase an unlimited monthly Passos essentially no balance, just unlimited for day period Therefore why would I check the balance of the card when there shouldn't be a balance?!?!? I submitted an online inquiry to Ventra on Sunday ( no business hours they suspended account with No o ne to reach) shady business practiceNo responseI called right after open of businesson Monday morning min hold time Talked to rep was put on hold again for another minsShe said someone would call back Call received at 4:pm Issue at hand is faulty readers , lack of responseThese issues not addressed.
*** ***

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 *** 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,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Dear Revdex.com,
We would like to assist with issue and need the customer's account number in order to do so. We will follow up with the customer via phone to see if we are able to obtain an account number so that we can assist futher
Thank you,
***

Dear ***,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 passes.I 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 ***! Sincerely,***

Dear Mr***,I reviewed your account and found that you spoke to a Ventra customer service representative on 1/11/at 10:am. We received your receipt from *** and are working with them to get a refund issued to you. Someone from the retail support team will be in contact with
you directly regarding this refund. Thank you,***

Dear ***,
I attempted to contact Ms*** last week to get information regarding her Ventra card. I haven't heard anything back from her yet. A copy of the e-mail I sent on 2/24/is listed below
Once we receive this information from Ms*** we will
be able to research & resolve this issue
Sincerely,
*** ***
Dear ***,
I am in receipt of the complaint to the Revdex.com regarding your Ventra card. I’d like to get this matter resolved
In the complaint, you state that you have a UPass
Can you please provide your school’s name, and the last four #’s of your Ventra card?
Can you also confirm that you are classified as a Full Time student?
Thanks

Dear Ms***,
I apologize that you were not made aware of the change in hours for the Ventra service center. The intended hours were always Monday-Friday 8:00am to 4:30pm Central and were extended in the beginning to assist with the transition. I will pass your
feedback along regarding the replacement process in hopes that it can be revisited in the future
Thank you,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
RESPONSE: The complaint hasn't been resolved completely yet The $has been returned to my father's Ventra card *** has submitted a request to have the other $added back to the card as well We are still waiting on the approval
Regards,
*** ***

Dear Mr***,I would like to apologize on behalf of Ventra for the problems you incurred with your Ventra cards while in Chicago on 12/30/2014. There was an error made by the card manufacturer that we were unaware of at the time that impacted your two Ventra cards on this
day. We quickly took action and offered you two resolution options for either a refund or replacement cards. Per the phone conversation you had with the team lead on 12/30/you agreed that a refund for $was desired and confirmed that you would not be returning to the Ventra Service Center for replacement cards. However, on 12/30/you did return to the Ventra Service Center and obtained two replacement cards as well as a $adjustment on each card as compensation for your trouble. Once we were notified of the replacements the refund request was cancelled. On 1/1/we received a message from you (see below) requesting a confirmation of the refund. On this same day we replied with a reminder of the phone conversation and agreement (see below).Name: *** ***Phone: ***Email Address: ***Message:I contacted Ventra customer service and spoke on the phone with agent #*** on December 30, I want written confirmation of our agreement from that conversationIt is my understanding that my Visa card will be credited $by Ventra/CTA within to weeks. Ventra: Mr***, The conversation that we had on December 30th was concluded with the understanding that you would not be returning to the Ventra Service Center to get card replacements and would not be purchasing new cards from a Ventra vending machine, but that you required a refundI adivsed you at that time that I would request it However later that day, I was informed by the Ventra Service Center that you returned to get replacements and also received courtesy adjustments to the cards for the inconvenienceBecause the product was replaced, we cannot provide a refundWe cannot provide both new products and a refund of the purchaseWhen we were informed that the cards had been replaced, the refund request was cancelledIt's very possible that I am missing something based on the information available to me and would like to discuss this with you in more detail if you are willing. I called earlier today and left my direct number in your voicemail. Thank you for your time and I hope to hear from you soon.Thank you,***

Dear Ms***,
My apologies for the delayed response to this complaint
This customer received an adjustment to their Ventra account balance on 3/29/in the amount of $
Here is a screen shot of the adjustment
The complaint stated that
they utilize a 30-Day Pass for their transit, and the transit value adjusted to the account wouldn't be utilized
This doesn't appear to be the case, as the last pass utilized was in March through early April. Since April 9th, the customer has used transit value to pay fare on a Pbasis
Ventra made a goodwill effort to resolve this issue by adding the transit value, and the value has been utilized by the customer
I believe that this issue should be considered resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Re Ventra reply-
The reply is simply not true! The credit that is owed is not and was not ever on my accountNo one ever left a message for me to contact anyone directly.
***

Hi,I was able to reach the customer and this has been resolved.Thank you,***

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,
***

Dear Mr***,We are hoping to resolve this issue with you and ask that you please work with us. 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 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 *** to another card you have in your possession. Thank you,***