Cubic Transportation Systems

Hi,
This is covered in the terms found on the website at www.***chicago.com under the refunds section. It specifically states this below. See the highlighted section. The customer doesn't meet two of the requirements: The account is not registered and the customer is not relocating out of the State of Illinois
Account Refunds are not provided except in the following situations:
Registered account holders who are unable to deplete their *** 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 *** 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
Thank you,
***
***

Dear Ms***,The balance protection process is clearly stated in the terms and conditions posted on www.ventrachicago.com for the Ventra card. I researched your account and found that an adjustment in the amount
of $was issued on 7/23/and we are unable to issue any further adjustments for this reason. I have provided a copy of the terms and conditions below for your reference. I apologize for any confusion this has caused. LOST, STOLEN, OR DAMAGED VENTRA CARDS, LINKED CONTACTLESS CREDIT OR DEBIT BANK CARDS OR MOBILE PHONESVisit ventrachicago.com or call 1.877.NOW.VENTRA (1.877.669.8368) immediately to report your card or mobile phone as lost, stolen, or damagedIf you have registered your Ventra Account, the balance in your Ventra Account is protected after you report the loss or damage to Ventra.Once you notify Ventra that your card is lost, stolen, or damaged, Ventra will unlink that card or mobile phone from your accountAfter the card or mobile phone is unlinked, it can no longer access your Ventra account or be used for travelYou must contact Ventra Customer Serviceby calling 1.877.NOW.VENTRA (***), or visiting the Ventra Customer Service Center, and provide the Account Access Code for your account to link a new card or mobile phone to the account in order to use any remaining Transit Value or passes in the accountYour Ventra Account will be charged for rides taken until Ventra is notified that a linked card or mobile phone is lost, stolen, or damagedRegistered account holders will not be responsible for unauthorized use of a lost or stolen card or mobile phone after reporting the loss to Ventra.You are responsible for notifying your credit or debit bank card provider regarding lost or stolen cards, and your mobile phone provider regarding lost or stolen mobile phones.Thank you,***

Mr***,
My apologies for the delay in getting this issue resolved, I was sidetracked
Reviewing options to resolve your complaint, I was unable to get authorization for the (2) requested 30-Day Passes
However, I was able to add value to the (2) cards in your account
$in Transit Value was added to each of the cards ending in *** * ***. This value will enable you to purchase (2) 7-Day Passes for each card
I am hopeful that you find these adjustments as acceptable
My apologies again for the delay is getting this taken care of
Sincerely,
*** ***

Dear Mr***,
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,
***

Dear Mr***,Thank you for speaking with me today regarding your complaint. As discussed we are unable to refund you for one of the passes due to it already being used. I did however adjust your account for $for the fare you incurred on your contactless bank card. Please
remember to touch your Ventra card to the reader separately from your other contactless cards. Please feel free to call me directly with any questions or concerns.Thank you,***

Dear Mr***,
Thank you for your time today. I apologize for your trouble and confirmed that the return for $21 was processed back to your credit card on 8/15/14. Please call me if you have any questions or concerns
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
[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,
*** ***

Dear *** ***,
The *** card mentioned in your complaint is not registered. Per the terms of the card it will need to be registered in order to have the balance protected. The terms can be found here ***
*** TRANSIT ACCOUNTS An unregistered *** Transit Account is automatically set up when you purchase a *** Card or when you purchase Transit Value or passes using your contactless credit or debit bank card or mobile deviceIf a contactless credit or debit bank card or mobile device is used, the *** Transit Account will automatically be linked to that card or mobile deviceThe *** Card, contactless credit or debit bank card or mobile device may then be used for travel and will automatically access the value in the unregistered *** Transit Account to pay faresIf you use a contactless credit or debit bank card or mobile device without first purchasing a transit pass or value, you will be charged a *** *** fareUnregistered *** Transit Accounts
If a *** Transit Account is not registered, you forfeit balance protection in the event of a lost, stolen, or damaged card or mobile device. Unregistered *** Transit Accounts are not eligible for AutoLoad and may not be loaded with transit benefit program funds.
Account Registration
Registering a *** Transit Account will protect the value in your account in the event that your card or mobile device is lost, damaged, or stolenRegistration can be accomplished by going online to www.***chicago.com, by calling *** Customer Service at *** ***, or by visiting the *** Customer Service Center. Registration is required for *** Cards ordered via the website or *** Customer Service *** Transit Account registration including current contact information is mandatory for RTA-administered special fare programs, U-Pass, other special fare programs, and to participate in your employer's transit benefit program. Failure to maintain current contact information may result in temporary suspension of a *** Transit Account. Visit participating transit agency websites for more information about these programs The following information is required for registration:
Name
Address
Card number and Expiration Date
Email address
Date of birth
Contact phone number
Refunds are only provided in the situation as listed in the terms which can be found here ***
Account Refunds are not provided except in the following situations:
Registered account holders who are unable to deplete their *** 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 *** 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 passesOnce the account is registered you may request a refund if the conditions are met by filling out the attached request form
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
Regards,
*** ***
Again pushing the issue to customer and side stepping responsibility

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear ***,
Thank you for your time today. I have issued an adjustment to your father's account in the amount of $while I research the vending machines at that station. Per our conversation please instruct your dad to hit the cancel button each time to ensure the funds are loading to his account. I will follow up with you via a phone call later today or first thing in the morning with my findings
Thank you,
***

Dear Mr***,
I apologize for the trouble you had on our website. I have reviewed your account and see that you already spoke to a team lead to have your pass converted to transit value that you are currently using to pay for your travelI called and left you a message with my
direct number so please give me call to discuss any further concerns
Thank you,
***

Dear Mr***,Ventra incorporates very strict quality assurance guidelines for the card stock we receive and distribute. I apologize for the issues you encountered with your card; however you are correct that the replacement policy does require a fee of $5. There is more
information regarding the terms and conditions for the Ventra card located at the website www.ventrachicago.com. Please feel free to contact customer service with any questions you have regarding this information.Thank you,***

Dear Ms***,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 ***.Thank you,***

I do not accept Ventra's response.Ventra should replace the card and no charge.Ventra is joined with the CTA, hence Ventra (Cubic...) is functioning as a state actor.There can be no compelling governmental interest for it to be necessary for a consumer to present himself in person. What is the next step?The Revdex.com is waiting for a response from the business in regards to this complaint.There is no action for you to take at this timeWe will contact you when we next require your input.
Regards,
*** ***

Dear Ms***,
We apologize for the issues Ms*** encountered with her Ventra account
Due to system(s) error, the UPass was not loaded onto her account by the start of the current semester. During the time period from the start of the term (01/08/14)
until her Upass was loaded (01/29/14), Ms*** was charged $in fares
Between 01/11/- 01/27/14, Ventra made several adjustments in the amount of $to her account balance to account for the full fare charges. An additional adjustment of $was made today to account for all of the charges incurred while the UPass should have been in place
The amount in dispute for the UPass period was $83.85, and the same amount has been adjusted to her account balance.
The customer has been made whole by these adjustments
Again, we apologize for these errors
Sincerely,
*** *** (Cubic)

Dear Ms***,Thank you for speaking with me. Per our conversation I requested the vending machine be manually counted and we did find an overage of $16. I have added it to your account. Please let me know if you have any questions or concerns and thank you again for your patience.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.The "Out of State Refund Request" attached (from *** in their response) requires "a copy of one of the following as proof of old address", which does not fit their terms Their terms do not require the account holder to be a previous IL residence in order to get the refund The terms do not prohibit a frequent visitor to return the *** card in case of an unplanned reason for not visiting again.Thanks for your help and ***'s reply Please keep me updated with their further reply to my concern I appreciate your help
Regards,
*** ***

I do not accept Ventra's responseVentra should replace the card and no chargeVentra is joined with the CTA, hence Ventra (Cubic...) is functioning as a state actorThere can be no compelling governmental interest for it to be necessary for a consumer to present himself in person.
What is the next step?
The Revdex.com is waiting for a response from the business in regards to this complaintThere is no action for you to take at this timeWe will contact you when we next require your input
Regards,
*** ***