Cubic Transportation Systems

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.
Regards,
[redacted]
This whole thing saddens me. I'm just getting in from work and there is call from [redacted] telling me I received a credit of 2.25 on 8/14, The sad part is I've had to explain to several of their agents how their product works. As a result of the auto load mishap the Ventra card allowed me to take one ride but it added  a negative -2.25 on my card. After attempting to board going home the card did not work because it says I owed 2.25. In order to get home I swiped my debit card. When I got home and logged on I saw that there was a -2.25 so I immediately called customer services and she removed the initial 2.25 which is what they are referring to. That negative balance would not have ever happened if the autoload had worked. No one seems to understand that I paid 2.25 out of pocket to get home as a result of the card not letting me use it because it said I owed 2.25. One of the agents even blamed my bank which is rude and not professional at all. Later it was revealed to me that in fact there was an autoload issue
A) the autoload would have worked initially
B) if there was an issue someone would have called or emailed me
c)If there is an issue the card should simply not let you use it and there won't be any negative amounts posted agaianst your balance

Dear Ms. [redacted],I would like to apologize for any confusion that may have been caused regarding your balance.  I reviewed your account and found that an adjustment was made to your account for $174.00 on 5/8/2014 for the funds that were in your Chicago Card.  I have also...

attached a copy of the transaction history so you can see the date and time.  I called and left you a couple of messages with this information as well.  Please let me know 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The issue is that I can't use the $10.25 to pay for my transportation because my employer is now deducting the exact amount needed each month from my paycheck for a VentraCard 30-day pass. The only way to use the $10.25 on my VentraCard is to request that my employer stop withdrawing money from my payroll check. That is totally ridiculous and impractical because the withdrawal process normally takes two months to become effective. The other matter is that this CTA claims they have no control over the refund; it is VentraCard's matter to refund me the $10.25. If VentraCard opts not to refund me the money, then they need to provide me with a $10.25 credit on another card so that I can give it to someone else to use. I have a right to my money. In their response, they give me no options other than canceling my monthly payroll withdrawals. 
 
Regards,
[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 have received this same run-around response since October 2014 on how this is a "new process" and they are working on it. However, it's been 5 months and the fact that they haven't figured it out by now, I am completely appalled that it's taking this long to receive a refund for the money I personally added to the card and have not used it. There needs to be a quicker way to get this resolved since they've had ample time to work on this. I'm not understanding what the hold up is with the CTA on the refund. This is completely frustrating and needs to be addressed immediately.
Regards,
[redacted]

Dear [redacted],My sincere apologies for your overall experience with Ventra.  I can see a $5.00 adjustment was applied to one of the cards on your account on 1/19/2018.  If this issue is not resolved or you want to call me to discuss your overall experience with Ventra, please...

call me at ###-###-#### and reference [redacted] when you call.Sincerely,[redacted]

Hi,We reached out to you on 9/26/16 regarding your card and I called you again today. I left a message with my direct number and ask you call me back as quickly as you can.  I would like to offer a refund for the money spent and either mail a card to you or have one ready and available for you...

to pick up at our VSC.  Please let me know which you prefer.  My direct number is [redacted]. Thank you,[redacted]

Dear Mr. [redacted],Your card is not registered in the Ventra system and this needs to be done before I am able to assist you.  You can register your card online at [redacted] or I will be happy to register it for you.  I will call...

and leave you a message with my direct number and ask that you call me to register your card and discuss our options.  I apologize for the misinformation you received and will ensure clear expectations are set for the future.  I look forward to hearing from you soon.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 questions. My number is ###-###-####.Thanks,[redacted]

Dear Mrs. [redacted],
I reviewed your account and see that you contacted Ventra customer service on 10/20/14 requesting that we re-activate your Ventra card so that your husband could use it.  After reviewing the account I did confirm that it is being used and the balance is...

being depleted.  I called and left you a voicemail today with my direct number and ask that you please call me if you have any questions or concerns.
Thank you,
[redacted]

Hi,
We reached out to you on 9/26/16 regarding your card and I called you again today. I left a message with my direct number and ask you call me back as quickly as you can.  I would like to offer a refund for the money spent and either mail a card to you or have one ready...

and available for you to pick up at our VSC.  Please let me know which you prefer.  My direct number is [redacted]. 
Thank you,
[redacted]

Dear Mr. [redacted],
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 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 [redacted] to another card you have in your possession.
 
Thank you,
[redacted]

Dear Ms. [redacted],
I called myself today and left a voicemail at the number provided [redacted] and left a message.  If there is a better number to reach you at please let me know.
Thank you,
[redacted]

My Ventra transit card was lost on 7/25/16 which I immediately reported on Ventra's website. I paid $5 for the replacement. After reading several online reviews all saying that the replacement cards take 10+ days to arrive, I thought nothing of it when 2 weeks passed without my card arriving. Over 2 weeks more passed by and my card still hadn't arrived. I submitted a support request on VentraChicago.com on 8/28/16 and, 3 days later, still hadn't heard back. Realizing I hadn't been contacted on the 3rd day, I live chatted with a representative who told me that the system showed that the card had been shipped on 7/28/16. I explained that I hadn't received the card and was still in need of a replacement. I was told that I'd need to pay another $5 to have another one sent. Who's to say that the next card would arrive? Or the 3rd? Why is the customer held responsible for whatever irresponsible shipping practices this company uses? How are there no other options for repaying the customer? There are also no safer shipping options. This is a racket.

Shame on you, Cubic Transportation Systems!

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]

Dear Mrs. [redacted],
I reviewed your account and see that you contacted Ventra customer service on 10/20/14 requesting that we re-activate your Ventra card so that your husband could use it.  After reviewing the account I did confirm that it is being used and the balance is being...

depleted.  I called and left you a voicemail today with my direct number and ask that you please call me if you have any questions or concerns.
Thank you,
[redacted]

Dear [redacted],Thank you for providing feedback regarding the Ventra program.  I would like to apologize for any frustrations that you encountered with the replacement process.  There is not a charge to replace a defective card; however the card has to be taken to our service center located at...

[redacted] in [redacted] to have the card inspected and tested.  They are open Monday through Friday from 8:00am to 4:30pm. If found to be defective the card will be replaced at no charge.  If the card is damaged then there is a $5 fee to obtain a replacement.  We are working with CTA to improve the balance transfer process to make it easier and faster for customers. Thank you for your patience while we work through this process.  Please contact Ventra customer service with any questions or concerns and we will do everything we can to make your experience a pleasant one.  We are open Monday through Friday from 6:00am to 8:00pm and Saturday from 8:30am to 5:00pm.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]

Dear Ms. [redacted],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 $5 fee.  As a one-time courtesy I have adjusted your account for $5 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 [redacted].Thank you,[redacted]

Dear [redacted],
I reviewed your account and below is a summary of what I found.
 
Autoload was turned on 12/1/15.
Pass loaded on 6/7/16 per this autoload request.
Pass started on 9/21/16 and expired on 10/21/16 -...

this pass was only used one timeNew pass loaded on 10/18/16 - 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 $100 for the pass to your account as a courtesy to you. The refund may take up to 12 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,
[redacted]

Dear Ms. [redacted],I reviewed your complaint along with your account and found you were issued an adjustment for $20 based on the receipt you provided (see attached).   I checked the vending machine report and was unable to locate any overages for the additional $20 to...

support your claim.  If you would prefer to have this refunded in the form of a check please contact me directly at [redacted] so we can remove the adjustment and process the request.  It will take 4 to 6 weeks for the check to be issued and mailed.  I apologize for any confusion that may have been caused.THank you,[redacted]