ComplaintsforClipper Card

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called and filled in the form to get my funds back from my Clipper card. It's been months without a refund. They tell me that the credit card info is not right/declined, so I submit another one. Then I find out that the original card was charged to process the refund and there is still no cheque/refund. Multiple calls/emails are not properly answered with the correct info.

  Business response

  05/03/2024

   Complaint ******** does not have enough customer contact information to locate an account.  I used the partial name and the email address with no success.  If I can receive the Clipper card serial number and or a full name, I can locate the account if its registered.

   

  Thanks,

  Business response

  05/03/2024

  We are in receipt of the consumers complaint and sincerely apologize for the delay in our original response.  However, upon receiving additional information we were able to locate the consumers account ending in 0967.  The business reflects a check was mailed March 8, 2024 ($58.10) to the address on file. It has been confirmed by the accounting team the check was signed and cashed on 4/29/24.

  Customer response

  05/03/2024

   
  Complaint: 21563621
  
  I am rejecting this response because: It has taken months with so many calls and emails without any response.  It has not been a good experience. I have finally received it, though as mentioned, it's not at all been a good customer experience.  
  
  
  
  ***********************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to request information about a charge on my credit card and have been left on hold for 15 minutes. There's been many charges from Clipper Card to my credit card that I don't understand from reading the activity statement (the specific charge did not appear there). I also got an email threatening that if my autoload payment wasn't working by 6 pm today, I wouldn't be able to use my clipper card any more, but when I checked the website, it seems like everything has auto load turned on and my payment card should be active. Not sure if this is a spam email.

  Business response

  05/06/2024

  We are in receipt of the consumers inquiry and sincerely apologize for the delayed response.  After assessing the account associated with the email address provided, we show there were previous transactions that declined due to an expired funding source on file.  The profile currently reflects both cards are active, and the funds have been recovered. 

   

  Thanks,

   

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a complain against ClipperCard. About two weeks ago I got $300 of cash value from my employer. However, it cannot load into my ClipperCard because the maximum value it can hold is $300. This by itself does not make any sense because it is a common cash value given by employers. Either way, I tried to bring the cash value of my card to zero in order to allow the loading of the $300 cash. However, anytime the value on the Clipper Card goes below $20, the credit card on file gets automatically charged for another $20 making it impossible to reach zero and therefore to load any cash value from employers. Therefore, I requested the autoload from my credit card to be canceled more than 2 weeks ago using my Clipper Card app and nothing happened so I decided to call. Then they told me that I needed to fill a document and send it via fax to cancel the autoload and that I should wait for it to be processed. The whole process is unnecessarily complicated and a clear attempt to get more money from the customer instead of offering a service. Since even after sending the document, the autoload is still on, I decided to ask my ******************* to cancel payments to ClipperCard so I could decide when to load money and allow the value to go to zero. Nevertheless, when ClipperCard noticed that I did that, they threatened with canceling my ClipperCard if I didnt reinstate the autoload payments before 6pm of the same day. It is ironic that it takes days for them to cancel the autoload and just a few hours to give me a penalty for rejecting an autoload that I am trying to cancel. I want to make clear that I was not trying to skip payments to Clipper. I just do not want to credit them money that I have not used yet. As of today, I have spent $100 from my own pocket because of their delay in canceling my autoload. Therefore I request that money to be reimbursed and their system modified to load cash value from employers before credit cards. Many customers agree with this

  Business response

  05/07/2024

  We are in receipt of the consumers complaint and apologize for the delayed response.  We have reviewed the account and confirmed the information provided is accurate.  The Clipper card has a max **** limit of $300.  For this account, upon the balance dropping to $20 or less, the order will stay in a Current state for up to 180 days.  After 180 days the order will expire,and the consumer will need to contact the Clipper **************** Center.

  As it relates to the Autoload disable was submitted via the web on 4/5/24 and has been disabled.  Per the Autoload agreement the consumer is responsible for any value to that is loaded to the card while there is an active Autoload. Detailed information regarding the Autoload feature can be found on www.clippercard.com (Sec 6.2 of the Clipper Cardholder Agreement).

  The consumer has expressed the desired resolution is to be refunded $100. Currently, the Clipper system design is that of a card based not account based.  As a result, actions such as an Autoload disable can take up to 3-5 days and be dependent on the consumers card usage.  Based on the information provided and the account activity we cannot honor the request for a refund for $100.   
   Its important to note when charges are disputed the Clipper card will be blocked from use upon notification of the dispute from the financial institution.  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am appalled with the level of service provided by Clipper ***************** specifically in relation to the handling of my recent issue with my MUNI transit pass.Despite setting up "Autoload" for my monthly pass, I have encountered significant difficulties with the functionality of the Clipper app, which has yet to reflect the renewal of my pass. No one can explain why this is happening. This is unacceptable.Furthermore, my attempt to seek resolution by contacting Clipper customer service on April 2nd, 2024, at 4 p.m. only compounded my frustration. I was met with appalling disregard by a representative named MONT. After patiently detailing my issue, I was met with deliberate silence on the line. "Are you there?" Complete silence, no response. The line was muted and MONT, was pretending like she couldn't hear me. This was a deliberate attempt to ignore my concerns and to avoid doing the job she is paid to do. How does someone like this have a job? This behavior is not only unprofessional but indicative of a systemic failure within the organization.Upon researching similar experiences, it has become abundantly clear that this is not an isolated incident. Numerous complaints/Google reviews citing identical behavior from the same representative, MONT, (mentioned by name) highlight a severe lack of accountability, oversiight, and basic standards within the customer service department.It is utterly incomprehensible that an employee could feel so emboldened and demonstrate such blatant disrespect towards customers, even after stating their name. This is egregious conduct, seemingly allowed by the organization.The continued employment of an individual who consistently mistreats callers (MONT), as evidenced by numerous corroborating reviews, is a direct reflection of Clipper's disregard for customer satisfaction and basic standards of professionalism.

  Business response

  05/03/2024

  We are in receipt of the consumers complaint and sincerely apologize for the delayed response. However, we have researched the noted concerns and identified the following:
  The call-in question occurred on April 2, 2024, and was reviewed for coaching opportunities for the agent (*****).  There was no response from the agent once the call was connected and the consumer explained the matter at hand.   We have since met with the agent and provided feedback based on the consumer feedback and the recording.
  Per the account history, there is no visible system request that reflects an Autoload associated with the purchase (January 31, 2024) of a February Muni monthly pass.  As a result, the product loaded on the same day of purchase and was used throughout the month of February.   This would require the consumer to purchase a pass monthly.
  On March 4, 2024, the system reflects the card was removed from the consumers device which blocked it permanently.  To further use Clipper the consumer will need to obtain a new Clipper card where value can be added and an Autoload established for the desired monthly product or value.
  Again, please accept our apologies for the less than desirable service experience.  We appreciate the consumer for bringing this to our attention and well to work on improving in needed areas. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a mistake and decided to try the Clipper application on my phone.Recently I changed my phone and moved everything from my old phone to new one.Now Clipper application shows me a message that this card is used on another device.I can't use the app to pay, I can't transfer balance back to my plastic card.I reached out Clipper Customer support and was told it's bug in their software.But the only way I can get my money back:1. Buy a new plastic Clipper card.2. Call Clipper Customer support.3. Pay to transfer the balance to a new plastic card.I need to pay for a new card and balance transfer due to their software issue.Which is not my false.I want to get my balance back without charging me for the bug in their software.

  Business response

  05/07/2024

  We are in receipt of the consumers complaint and reviewed the noted concern.  Based on the information provided it sounds as if the consumer remains logged into the ****** wallet on the old phone.  If that phone is still available,try logging out on the old device and logging back into ****** wallet on the new device.  For step-by-step instructions, please visit www.clippercard.com and click on Pay With Phone at the top of the page.  Click Get Started under G Pay and then refer to How to Transfer Clipper from ****** Wallet.  If the old device is no longer available a new Clipper card must be obtained by purchasing one or submitting a replacement request.  

   

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the Clipper Card Customer Support number to recieve help on my clipper card. I used the number ********** to call and the first representative asked me a couple of questions and left me on hold for 8 minutes. There was no check up and I tried to check up on the situation but there was no response back so I ended the call. I called the customer support number again and the second representative called ******* introduced themself and was slient for 8 minutes straight. I had to use a different phone number to call and got the third representative ***** that did an excellent job on solving my problems.I understand that the time I called was the last hour of their shift but I just want them to understand that the customer's time is important as well and its not right to waste the customer's time by leaving them on hold. I am filing the complaint so this problem doesn't happen again so customers could/should get treated nicely.

  Business response

  03/11/2024

  We are in receipt of the consumers complaint have researched the reported concerns.  After listening to the call recordings associated with the phone number provided, we can confirm the details of this complaint.  Please accept our sincerest apology for the experience and appreciate the consumer for bringing this to our attention. As a result, the appropriate steps have been taken to address the customer service agents and the lack of service provided.    

  Business response

  05/08/2024

  We are in receipt of the consumers complaint and reviewed the noted concern.  After listening to the call recording, we confirmed that the agent in question had report phone issues and actions were taken to address accordingly.  We apologize for the experience and inconvenience as we continue working to prevent this from happening to you or any other consumer.  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a pre-tax deduction through work that automatically credits to my clipper card. However, because of their limitations to hold certain amount of cash, which I was not aware of, I had about $900 pending on their card. I finally called to see why my money was pending and they explained. I requested them refund 600 out of the 900 so I can use 300. When it was time to load my money was told I needed to take off my auto load. When I did so my $300 disappeared and they explained that they would return once the auto pay was adjusted. It has been two months since I filed a complaint for them to review Where my $300 went and all they keep telling me is that it was credited to my account when it was never credited. I have spent multiple hours calling their department and only getting hung up on or left on hold for hours. Im not sure where else to look But I need to get my $300 back even if they are stating that it was used. I have transaction records that show it was never credited to my account. Only five dollars of the $300 for credited on 12/6 and they stated that the other 295 were credited the same day but as you can see, it was not.

  Business response

  03/05/2024

  We are in receipt of the consumers complaint and apologize for the delayed response.  Based on the identified profile, it was determined that there are 2 active cards that are in use.  After reviewing both accounts it seems the consumer is inquiring about the account ending in 5221.  If so, the $295 in question loaded to the Clipper card upon tagging on 1/3/24 once the ******* dropped below $5.  By system design the Clipper card will only allow a max ******* of $300.  In this case, the consumer tagged at a point where the ******* was $2.45 which allowed the $295 order to load.  The need for the consumer to disable the Autoload was to prevent additional funds from loading.  This allowed the ******* to drop within the necessary dollar range.  Again, please accept our apologies the delay in our response and any confusion as you attempted to resolve this matter.   

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Clipper card with $50 pre-loaded and with a balance of $50. The Clipper Card is locked. I paid $50 to Clipper to add funds from my original purchase using my ***** Fargo Card in November 2022. This is where the current $50 cash value came from. My ***** Fargo account was deducted that $50 back in November. I called Clipper, and customer service told me to update my payment method, of which another $50 would be taken from my account to replenish the card. However, my card remains blocked by Clipper to this day. I need my Clipper Card unblocked my Clipper and $50 refunded from the cash amount that currently exists on my Clipper Card.

  Business response

  01/17/2024

  We are in receipt of the consumer's complaint, but we are unable to locate the account in question.  For the business to research the account, please provide the Clipper Card Serial number.  Upon receiving the card serial number, we will review the account and provide an informed response. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since November 14, 2023, Clipper Card refuses to "tag on" BART *** passes worth $300 in total that are pending from orders. When I enter the BART ****** and tag at a fare station, the Clipper Card defaults to using Clipper e-Cash, which I constantly have to reload out of pocket despite the fact that $300 in *** passes should be available.Starting November 15, 2023, I contacted Clipper customer service numerous times to request that this problem be fixed, but the problem persists. I have called on 11/15/2023, 11/21/2023, 11/28/2023, 12/04/2023, 12/05/2023, 12/12/2023, 12/19/2023, and 12/28/2023. Every time I have called, the customer service agent says the problem will be fixed in "3 to 5 days". However, the problem persists, locking me out of $300 in transit passes.I went to the Clipper Card in-person customer service office in the BART ******************* and was told that the agent there had *less* authority than the Clipper call center agents, and that I had to call the call center for help. Starting 12/05/2023, I called the customer service and requested that this issue be escalated and that a manager or team lead assist. The customer service agent promised that a team lead would call back in "3 to 5 days". However, after not getting ANY call, I called in on 12/12/2023 and spoke with a team lead named ****, who promised an escalation and a call back in 3 to 5 days.By 12/19/2023, NO fix happened with the card, and NO team lead or agent called me back. I called back in again, pointed out that Clipper's customer service has repeatedly broken their promise of calling back or fixing the issue, and again asked that a team lead call me. After the customer service agent again promised "3 to 5 days", I received no calls and no fix. I called in *again* on 12/28/2023, and the agent repeated the same empty promises.I want to be able to use the $300 in *** passes so that I do not need to keep paying MORE to just use ****! I want Clipper to HONOR THEIR PROMISES.

  Business response

  01/15/2024

  We are in receipt of the consumers complaint and apologize for the delayed response.  The Clipper Team Lead previously assigned to assist on this case is no longer with the company which aided in the lack of action taken.  After reviewing the consumer's complaint, we have requested that the account be appropriately adjusted so the card can function properly.  I have been assured by our engineers that the appropriate action has been taken and the changes will reflect on the account during the next tap or tag of the Clipper card on a fare gate or device.  Again, please accept our apology for the inconvenience. 

  Customer response

  01/16/2024

   
  Complaint: 21072035
  
  I am rejecting this response - I tagged in to **** today (January 16, ****), and the Clipper Card again defaulted to the Clipper cash e-purse, not the **** *** pass. I have attached a screenshot of the tag.

  Your engineers are wrong. This has not been fixed.

  I also STILL have not received a call back from a Clipper team lead or supervisor as repeatedly promised by your call center representatives.

  Clipper must 1) Fix the tagging error OR convert the **** *** passes to be usable as cash in the e-purse; and 2) have a Team Lead/supervisor call me AS PROMISED.

  *****************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm a longtime user of my federal transit subsidy. In September, 2023 I was issued a new transit subsidy charge card with which to purchase Clipper cards. I linked my new card to my Clipper account and tried to set up monthly autopayment. For some reason, the first payment was declined and my card was blocked. I called customer service and was told I need to give them a new credit card to charge to. I was not sure why the initial card was blocked but I went in the next month, updated my charge card. Maybe I made a mistake the first time, I do not know. I was then charged $76 by Clipper. That charge shows as "pending" but my card is still blocked. I called customer service again and they said that my charge card is still incorrect and I need to give them a new charge card. Since my transit card was already used for the month, I gave my personal charge card. I was again charged $76 by Clipper. My second charge shows as "pending" but again my card is still blocked. I have now called cust. service to ask why they charged me 2x but never unblock my card. They did not believe me and I provided proof on 11/28 as requested to show that I was charged. Since then, I have not received a response. I have called again and each time, they tell me I need to provide a new credit card number. Bottom line, I have corrected my charge card on my account. ********************** has now charged me twice, Clipper refused to prove credit for the charges and continues to block my card. I would like to be refunded the two charges...or unblock my card and add the full balance of the two charges: $152.

  Business response

  12/28/2023

  We have received the consumers complaint and assessed the account in question.  From our findings it was determined that there was a pre-established Autoload setup on a previous card registered to the consumer.  Upon a requested balance transfer being completed, the Autoload that declined on the previous card for $76 transferred to the new active Clipper card.  There was an attempt for Clipper to recover the value based on a funding source submitted, but it also declined. 
  The consumer then processed 2 add values via the web in the amount of $76 each.  One of those transactions was then disputed by the financial institution, which Clipper did not challenge.  As a result, one of the add values should have been credited back to the consumer via the financial institution and the chargeback process.  To proceed with using the card, the consumer must log into his online account and provide a valid funding source for Clipper to recover the $76.  Once the recovery is completed an unblock will be sent to the card for future use. Please accept out apology the failed return call request as this has been addressed accordingly.  

  Customer response

  12/30/2023

   
  Complaint: 21024636

  While I appreciate that Clipper does not contest  the refund made by one financial institution, it is unfortunate that my financial institution even had to step in to resolve this ridiculous problem.  
  

  I am rejecting this response because: despite this refund, Clipper continues to retain $76 from another financial institution without giving me credit.  They refuse to acknowledge that I made every attempt to correct the autoload issue.   But instead of cancelling the original failed charge they continue to hold on $76 of my dollars without giving me credit.  All they have to do is cancel the original failed purchase attempt or apply the $76 to that purchase which is what I tried to do based on verbal directions they provided on one of the many calls I have made to them to resolve this ridiculous issue.   At this time Clipper has failed to resolve this.   They still owe me $76, not the other way around   

  
  
  Sincerely,
  
  *************************

  Business response

  01/11/2024

  We have reviewed the consumers rejection and systematically cannot do what is being asked.  Based on the system design, Clipper does not attempt to recover the value added until it is physically loaded to the Clipper card.  Once the funding source declines, the consumer will need to update the funding source for us to recover the value owed to the business. During this time, the card is to remain blocked.

  Customer response

  01/11/2024

   
  Complaint: 21024636
  
  I am rejecting this response because:

  Clipper continues to believe it is Ok to charge someones card without giving them credit.   They blame the system but its their system.  I thank BBB for attempting to mediate with Clipper   

  
  Sincerely,
  
  *************************

*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. ↩