Cubic Transportation Systems

Dear *** ***,I reviewed your account and below is a summary of what I found. Autoload was turned on 12/1/15.Pass loaded on 6/7/per this autoload request.Pass started on 9/21/and expired on 10/21/- this pass was only used one timeNew pass loaded on 10/18/- this pass has
not been used.Autoload was turned off on 10/18/16. I understand that you no longer have a need to use autoload; however the system behaved as designed by loading a new pass since autoload was still active on your account. I will be happy to refund the $for the pass to your account as a courtesy to you. The refund may take up to weeks before you see it in your bank account and the pass has been removed from your account. I apologize for any confusion. Please reach out with any questions you have. Thank you,***

Dear Revdex.com,
I have reached out to Ms*** to obtain the credit card information that was used to purchased these tickets so that a reversal can be done for $50. We have been playing phone tag, but as soon as I am able to reach her I will obtain the information so that the reversal can be processed. The reversal will take approximately to weeks to process
Thank you,
***

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 *** *** fare.Unregistered *** 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 programsThe following information is required for registration: Name Address Card number and Expiration Date Email address Date of birth Contact phone numberRefunds 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 passes.Once 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 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be unsatisfactory to meThe option was given initially that patrons could register or choose not to register their Ventra cardsIt was never revealed initially that patrons who did not register their cards would be refused customer serviceI have chosen the latterMy reasons for not registering my card have been expressed to customer care both over the phone and in person at the Chicago office, in both situations I was treated rather roughly and basically given the run aroundI do not trust this business with such sensitive information such as: My home address, which routes I take to get around the city of Chicago or the tracking of my whereaboutsI have been informed by multiple representatives of Ventra/Cubic that a log and record is kept of each patron and when and how they travel, whether they are registered or notThat is why I choose not to tether my information to this cardI have also been informed that the fees are easily reversible but there was never any access granted to the individual who could provide that serviceAlso, I have done EXTENSIVE research on this company Cubic/Ventra/Money Network and I have seen the ratings that the Revdex.com has given in the past: ***
This furthers my concern about dealing with this company
I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Ms***,
I reviewed your account and see you spoke to a customer service team lead on 7/25/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, etcwithin 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 ***. 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 $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,
***

Dear Ms***,I apologize for the issue you encoutered with the autoload feature and after researching your account I found that we requested a credit card reversal on 3/26/to have $returned to your debit account. This process can take up to four weeks before you see the money back
in your account; however your request was already submitted. I called and left a message for you today with this information along with my direct phone number. Please feel free to call me with any questions or concerns.Thank you,***

Dear Ms***,
I apologize for the trouble you have had auto loading your accountI reviewed your account and found that you were contacted by a member of management named *** on 8/14/regarding the requested adjustment of $2.25. The adjustment was processed to your Ventra account
on this same day. I called you this morning and left a message with my direct number. Please feel free to call me with any questions or concerns that you have.
Thank you,
***

Dear Ms***,
I'm sorry to hear about the issues you had with Ventra
After reviewing the complaint and your Ventra account, it appears that this issue was resolved on May 27, 2014, with a $adjustment to your account balance
The Support Incident
documenting this resolution is # ***
Regarding your request for an explanation about charges incurred for rides taken on the CTA, I'll attempt to explain:
1. When using a contactless bankcard to pay for the fare, the authorization amount is either $if the first ride taken is on a bus, or $when the first ride taken is at a rail station
2. At the end of that day, Ventra attempts to settle for the actual fare charges incurred. The first ride on a bus is $2.00, and the first ride at a rail station is $
3. The settlement amount ($ actually paid) is generally less than the authorization amount, depending on the number of rides taken that day
Hope this explanation is sufficient, and again, my apologies for any inconvenience
Sincerely,
*** ***

Repair faulty readers for transit cardsPublically admit readers are faulty and take steps to fix Ventra has been held unaccountable for the many many many issues occurring since taking over the Fare system from the cta Also emailed Ventra and no response to emailThey suspended my
account on a Sunday when they are not in to take calls or have a customer service line available on Sunday These type of shady business practices Ventra gets away with with no consequences Essentially they are scamming they everyday customer when the services ( purchase of monthly unlimited pass) have been paid in advance

Dear Revdex.com,
I spoke to Ms*** regarding her refund request on 9/10/andinformed her that the refund process takes to weeks to complete. Once the request is reviewed and approved a check will be mailed to the address she provided. I also gave Ms*** my direct
number and scheduled a follow up call with her in two weeks to provide an update on her request
Thank you,
***

RevDex.com:Thank you for your role in helping me resolve this issue.I have reviewed the response made by Ventra in reference to
complaint ID ***, and find the monetary portion of my complaint has been
resolved I wait for Cubic Transportation Systems acknowledgment of my
complaint along with a written apologyI have attached a document that
outlines my complaint against CTA and VCS in full detailThis document may be
shared with Cubic, Ventra, and CTA as necessaryOnce
I receive a written acknowledgment and apology from Cubic Transportation
Systems, I will consider this complaint resolved
*** ***

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,
***

On August 28th, the following information was sent to the Revdex.com regarding this complaint for Loretta Maria Hampton
"margin: 0px">I updated and submitted the response back to Revdex.com complaint #[redacted]; case# [redacted]
.advising of the refund check of $has been mailed out on 8/27/

Dear Ms. [redacted],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 $8.25 was issued on 7/23/15 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. 7. 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 damaged. If 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 account. After the card or mobile phone is unlinked, it can no longer access your Ventra account or be used for travel. You must contact Ventra Customer Serviceby calling 1.877.NOW.VENTRA ([redacted]), 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 account. Your Ventra Account will be charged for rides taken until Ventra is notified that a linked card or mobile phone is lost, stolen, or damaged. Registered 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,[redacted]

Dear Mr. [redacted],I sent your complaint over to CTA and was able to get approval on your refund request. The check request has been processed and you should receive the check within the next two weeks.  I apologize for the delay.  Please call me directly if you do not receive the check within this time frame.  My direct number is ###-###-####.Thank you,[redacted]

Dear Revdex.com,
The accounts share the same online profile, however they are separate accounts as indicated by the two different transit ids provided by the customer.  Both accounts had autoload set up by the customer online where the terms and conditions were agreed to and accepted.  The transit agency has a no refund policy that is also listed in the terms and conditions that are accepted upon purchase and receipt of the card.  Both accounts have current usage on them and the funds loaded can be used for travel at any time.  There is also an option to use either of the cards for other passengers travelling with you to avoid having to carry more than one Ventra card.  I apologize for any confusion and hope that the information provided is helpful in understanding how you will be able to use the funds that were loaded per your request.
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.
The "Out of State Refund Request" attached (from [redacted] 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 [redacted] card in case of an unplanned reason for not visiting again.
Thanks for your help and [redacted]'s reply.  Please keep me updated with their further reply to my concern.  I appreciate your help.
Regards,
[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]

Hi,This is covered in the terms found on the website at www.[redacted]chicago.com under the refunds section.  It specifically states this below.  See the highlighted section.  The customer doesn't meet two of the requirements: 1. The account is not registered and 2. 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 [redacted] 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 [redacted] card with a minimum balance of $10, which will be mailed to their new address. Account 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,[redacted]