ComplaintsforGO Transit

• Initial Complaint

  31/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  8am I tried to load my ****** card ending in 009. The machine T8411 that I tried to load it on is in Niagara falls on at the go station. I paid $20 on my debit card. It gave me an error message, saying it couldn't load my card. It spit out 2 receipts. One for the $20 and the other for reversal. I tried calling ****** but got no help at all. They say it is not their problem and to call Go transit. Called Go transit and spoke to Jesse, who said he sent it to back office. He hopes I will be corrected in a few days

  Business response

  09/11/2023

  Dear ****** **

  Thank you for contacting us with the customer’s concern regarding their experience with our service on October 31st.

  I have reviewed the $20 transaction in question and our system indicates that it was not completed. The customer also stated that they received a paper receipt for the reversal of the attempted load of their ****** Card. I can also confirm that the customer was able to successfully load the card later in the day on the 31st and that there does not appear to be any issue with the card.

  We have made several attempts to contact the customer to ensure that they have no additional concerns related to this matter, but they have unfortunately not responded. We await their response should there be any further issues.

  Regarding the interactions with our contact centre, the customer initially called the ****** service centre to resolve the issue. The agents at this contact centre are not responsible for the resolution of issues relating to the use of the ****** within GO Transit’s network. However, the agent did have visibility of the transaction and advised the customer that they would share the concerns with GO Transit and that the transaction had not been completed.  This information was communicated appropriately.

  We have informed the customer that the ****** service centre can assist directly with issues relating to account management but that future inquiries related to missed tap off charges or ****** loads at ticket vending machines within our service should be directed to the GO Transit call centre for assistance.

  We remain committed to providing customers with convenient options for fare payment and would be pleased to assist this customer with any further issues they may encounter while travelling with us.

  Sincerely,

  GO Transit Customer Relations
  Metrolinx
  20 Bay Street | Toronto | Ontario | M5J 2W3

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩