Cubic Transportation Systems

Dear Mr. [redacted],
Thank you for your time today.  Per your request I am responding in this manner with the options we discussed over the phone.  Ventra cards do not have a magnetic strip and cannot be demagnetized.  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 2038 to another card you have in your possession.  Please let me know what option works best for you.  I can be reached by phone at 877-669-8368. 
Thank you,
[redacted]

Mr. [redacted],
Sorry about the issues you have experienced with your Ventra account.
Can you please advise which card number was lost, and which card you are now using (last four digits only)?
Once that is clarified, we should be able to get your account squared away...

and resolve this issue.
Thanks,
[redacted]
[redacted]@cubic.com

Dear [redacted],
I believe that I understand Mr. [redacted]'s concern about his personal information.  Ventra has a Privacy Policy that is strictly adhered to regarding a consumer's personal information. 
Here's a link to this policy:      https://www.ventrachicago.com/privacy-policy/
As stated in our initial response, we need the Ventra card number, at a minimum, to investigate this complaint.  Without this, we are unable to take any further action to attempt to resolve this matter.
Through research of the Ventra card number, we will be able to identify a potential resolution. 
If this resolution involves an adjustment/settlement, the card will have to be registered.
I'd like to get this matter resolved with Mr. [redacted], but if he is unwilling to provide this information, there's not much we can do.
Sincerely,
[redacted]

Dear Revdex.com,
The terms and conditions of the autoload feature are agreed to by the customer upon the request of turning autoload on.  There was a separate order made by the customer for $20.00 and then autoload was turned on by the customer for another $20.  The...

transactions happened as detailed out in the information provided when a request to turn the autoload feature on is made by the customer. All of this is done online to give the customer the ability to read through the information and then check the box that they accept the terms and conditions.  I am unable to locate an order or charge for the other $20 that was mentioned in the complaint.  Over half of the amount loaded by the customer has been used for transit and autoload has since been turned off by the customer.  I am requesting that this complaint be closed since the funds are being used.
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.
As I'd already explained in writing to Ventra, the "goodwill" credit of $10 is not satisfactory. My replacement card was ordered on Oct. 9 and was supposed to arrive within 5-10 business days, which is Oct. 23. When I began contacting Ventra regarding the replacement card being late, their customer service made excuses about the replacement card being "only one day late so far" and their system showing that the card was mailed. I explained to them that any amount of lateness is unacceptable. The whole point of giving a guaranteed range of when the card will arrive is to honor that range. This lateness is especially atrocious because I had a 30-day transit pass on the card, for which I paid $100.00, that expired on Oct. 31. I was not able to use that pass from Oct. 23 through Oct. 31 because the replacement card Ventra supposedly mailed never arrived. In fact, the second replacement card they mailed arrived only yesterday, Nov. 14. Thus, during the period between Oct. 23 and Oct. 31, not only did I lose the value of the 30-day transit pass I'd purchased, I had to pay additional amounts to commute to and from work / run errands / etc. Ventra should refund the FULL value of my transit pass for the period between Oct. 23 and Oct. 31. If they had any supposed "goodwill" for their customers, they should offer me additional credit for all the inconvenience they've caused me and all of my time that they've wasted. 
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 did not authorize Ventra to debit my checking account $100 dollars, they are claiming that I did. I need the money reimbursed back to me. I already have a 30 day pass on my card. It would make no sense for me to buy two monthly passes for the same card. This is absurd and wrong. I have never had any issues with ventra in the past. I need my money back. I did not authorize this transaction and never used the pass that was purchased using my debit card.]
Regards,
[redacted]

Dear Ms. [redacted],
Apologies for the delay in responding to this complaint.
I'd like to see if we can get this matter resolved.
Can you please have Ms. [redacted] send me a copy of the receipt and a photocopy of the back of the (5) 'One Day' passes?
The...

information on the back of the cards will help us determine the status of the passes.
After reviewing the requested information, I will contact Ms. [redacted] directly and attempt to process the requested refund of $50.00.
I can be reached at [redacted].[redacted]@cubic.com, and my office phone number is ###-###-####.
Thank you,
[redacted]
Operations Manager - Cubic

Dear Ms[redacted],
I would like to talk to you about your complaint as I need more information in order to determine why your credit card was declined.  I left a message for you today with my direct number and ask that you give me a call at your
convenience.
Thank you,
[redacted]

Dear [redacted],   I called you yesterday; however, I was unable to reach you, so I left you a voice mail.  Our accounting team received a chargeback for fraudulent activity from a credit card associated with your account.  As a result, the funds were removed from your transit account and...

your account was disabled.  There are credit cards associated with your account under different names and different states.  Please call [redacted] and ask to speak directly with me so we can discuss this issue further.  I look forward to hearing from you soon.   Sincerely, [redacted]

Dear Mr. [redacted],
Thank you for your time today.  I have requested that $10 be refunded back to your credit card that was used to travel while in Chicago.  The turn around time to get this processed can take a few weeks before you will see it back in your account.  I will...

follow up with you once I receive confirmation and ask that you call me directly with any questions or concerns.
Thank you,
[redacted]

Hi,
I attempted to follow up via a phone call, however was unable to leave a message.  The additional $10 adjustment has been approved as a one time courtesy.
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.
My employer has been deducting $$ from my paychecks on a monthly basis to pay for monthly 30-day passes. There is no interruption in these passes. My complaint is still valid: I had AND STILL SHOULD HAVE $10.25 in my account sitting idle--money that SHOULD NOT HAVE been used to pay for recent rides because I have a 30=day pass. VentraChicago claims that of the $10.25, I recently used $5.00 of it to pay for recent rides on CTA. How is that possible when, again, I have uninterrupted 30-day passes--passes being paid by money that my employer has been deducting monthly from my paycheck? There is something very wrong with their explanation and logic. I challenge them to show how I could have used the $5.00 recently. 
 
My complaint still holds: I want my $10.25 back.
Regards,
[redacted]

Hi,
I spoke to Ms. [redacted] 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. [redacted] with my direct number so she can call me with any additional 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.
I would like to thank Revdex.com for the help.
I REITERATE HERE THAT THE REQUIREMENT OF THE PREVIOUS RESIDENCE IN CHICAGO DOES NEITHER FIT ANY [redacted] TERMS NOR REASONABLE.   MY FRIEND NEVER USED TO RENT OR OWN A HOUSE IN ILLINOIS.  WE HEREBY REQUEST AN ALTERNATIVE WAY (WITHOUT THE PREVIOUS ADDRESS REQUIREMENT).  MY FRIEND WILL REGISTER THE CARD ONCE THIS REQUEST HAS BEEN RESOLVED.
Regards,
[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 have sent the requested documents to the business's representative via email. 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 would like to apologize for the frustration that you encountered.The cost to replace a Ventra card is $5 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 $10 as a courtesy; however please be advised that future replacement cards will cost $5.THank you,[redacted]

Dear Mr. [redacted],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 $2.25 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,[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 $3.30.
 
Thank you,
[redacted]

Dear Ms. [redacted],
The request came in on 9/23/14 to have the pass reversed and was processed today 9/26/14.  You will see the funds reversed to your account within 5 to 7 days; depending on your financial institution's process for returning funds. 
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]