Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got on The *** Trolley in Clifton Heights, PA and got off at Drexel Hill Junction. I then transfered onto the *** from Drexel Hill Junction to Media. I am told by Septa themselves that I get 2 transfers within 2 hours with a purchase of 1 ride. I literally got charged twice and you can clearly see in my attachment that it says I transferred within a half hour. Also, it states that I was on the 101 first and then transfered back on the 101. They are cheating riders out of money. I am disgusted with this. I'm glad I caught it on my end. Please help me to receive my $2 refund and to advocate for all other people that are getting robbed of their money by Septa Transportation. Thank you for your assistance in this matter.************************* 11/3/2023

  Business Response

  Date: 11/13/2023

  We have contacted the customer and there was apparently a customer error during transit and we have refunded the $2.00 the customer requested as a one time courtesy.

• Initial Complaint

  Date:09/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SEPTA charged me more money than I should have paid. I boarded at ********** train station and attempted to pay via credit card on board (as per SEPTA policy). My fare should have been $6 for the single trip one way. The SEPTA worker told me to pay at the arrival station, which charged me $6.75 instead. I was not the only person that was told this. It seems to be a recurring SEPTA issue that they are overcharging patrons for their service in this way. At the station, the SEPTA worker that counter did not help me - they said they could not correct the fare and I would have to pay the extra $0.75 (12.5% more). Not only does this practice cost SEPTA customers more money, but it also costs them more time. I'd estimate I lost 10 additional minutes this morning as a result of this overcharge hassle.

  Business Response

  Date: 10/11/2023

  This complaint has been addressed and the customer refunded their $0.75.

  Customer Answer

  Date: 10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********************************************
  

• Initial Complaint

  Date:09/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Currently, i have at least $350.00 or more in funds on my key card. I was apart of the commuter program but no longer commute to ************. I am simply attempting to have my funds reimbursed. I reached out to your service center prior Service Request *-*********** and received a check from Septa for $9.95, which was not the funds in its entirety. I also reached out to the commuter program who stated that i should communicate with Septa for the refund. Any assistance is greatly appreciated.

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 19 2023 at 7:50 am I attempted to wait on a scheduled 2 bus at about 8:15 am I see the bus approaching but is stuck behind a moving truck on **** and ******* 8:35 the bus still hasn't moved meanwhile ****** MOVING COMPANY ANIMALS are taking their sweet old time moving these people's things in their home at about 8:40 I decided to walk to the bus to see what's happening turns out the moving people have the authority over SEPTA to put cones down and reroute a bus because these people moving in are royalty and mountains have to be moved. After some more time of this poor bus driver trying to get these ppl to move to no avail he goes down **** on to ********** and down that way so anyone after **** and ******* just stood there like an idiot because no bus was coming down **** street any longer. Then to add insult to injury I called trying to relay the incident I was told it's nothing septa can do AND when I came back from my destination SEPTA has put up detour signs so these ppl can comfortably move in WOW. I just wish I could say what I wanted but my complaint would be discarded but I will say this Septa I hate you. It's already bad enough with the crime the nasty workers dirty busses strollers nobody even bothers to put down anymore but this???? You animals have reached a new low. Those ppl that moved in will probably never step foot on a septa bus but the people that have to deal get treated like this. I'm unsure what I'm going to do but I'll spend extra money just to NOT use SEPTA. And if I had a derogatory word I could use to describe what I think of this company without getting my complaint filed I would. People are going to work have important appointments all sorts of things going on in their life but as usual no one cares

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in Wildwood nj and my friend and I came to city today for his eye doctor appt at ***** ***! We both lived in Philly until the last couple of years! We have always had septa cards because our doctors are in Philly! We stayed at my friends house in Philly as he had Dr appts today and we used our Septa cards and the lady on bus said they expired but allowed us on anyway! After appt we went to Seota at 12-13th and market to get new cards since we were in town. There was one customers gettin a picture and no one waiting! We walked over to the three ignorant people who were busy laughing and advised them what happened today and wanted to get new cards! We were asked if we had appt and I advised I didn’t know one was necessary as we didn’t live in Philly and were denied even though no one was waiting and I said we may have trouble getting bus as our cards were expired and told that’s your problem in a very rude manner! My friend is 78 and I am 75 and I want Seota to know about this before I go to Action News and advise that Seota does not care about seniors! Sincerely *******************************

  Business Response

  Date: 06/21/2023

  We've reached out to *****************, and first off apologized for her bad experience.  Then proceed to ask her for more information, date and times so we could better respond to the issues presented.  After receiving this information, we were able to explain to ****************** our processes and how we are working to do things better.  We informed her that the podium staff will be retrained on proper etiquette when dealing with customers.  We also explained to ****************** that even though appointments are not required they are very much welcomed.  ****************** said she doesn't come to the city that much but when she does, she needs to get around.  We informed her that we will have one of the managers reach out to her before Wednesday of next week and we will schedule her for an appointment for September.
  
  **************** was very satisfied with the call and thanked us for the time.

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monday, May 1, 2023, Septa stole money from my Septa Key Travel Wallet and I can prove it. Since October of 2022, I noticed that there were several times where my Septa Key Wallet had a negative balance, even though I always swipe in and out of my trips. Since November of last year, I've filmed every time I swipe so I can prove that the problem wasn't me. Monday, I bought my trail pass for zone 2 like I always do and swiped my card. I've attached screenshots from the videos I filmed that day of me swiping during my commute to work. Septa took money from my travel wallet even though I had a trail pass for the correct zone (I've been taking this for years). I called to talk to someone at Septa and they claimed a manager would call me back. No one called me back. They said I'd have my money returned by Wednesday but until then I had to put more money on my keycard so I could use my trail pass, basically so they could take more money from me. I see that in their complaint description that they said I swiped my card at :6:50 AM but bought the pass at 6:52, but I know I purchased the pass before swiping. If you look at Septa's own history of my orders, THEIR OWN SYSTEM says I bought this pass at 5:52 that morning, not 6:52.This has never happened to me before and I now have proof that they stole money from me and are trying to lie about it. I want the money they stole from me refunded.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm at the ************** and *** **** bus stop, it's 1:32 the ******** shows up. I'm standing by the sign the bus blows right past me even though I was staring at the driver. Im going to be late for work now.

• Initial Complaint

  Date:04/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Until recently, I have been able to access my septa key card account from my mobile phone browser or the septa app on my phone. All of a sudden I can only access my account via a desktop computer. If I try to access my account via the two methods listed above, it locks my account and says I must re-set my password. There was never an issue with my account security. I called the key Card customer service and was informed there was no technical support for Key Cards and that if I need to add money or make changes to my account in a pinch I have to find a desktop computer. This creates a hassle because what if I am not near a septa station and I need to load money onto my card to get a ride to a destination? Am I now stranded as I am sure the drivers will not allow me to take rides without proper fare.

• Initial Complaint

  Date:01/16/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have no dates because it happens far too frequently. Trolley and bus drivers ride past paying customers because they don't want to miss the light or just don't want to for whatever reason They come late and ride right past you, we're talked to in a reckless manner and treated so rudely and nothing is ever done about it. Supervisors and Septa police do not help because they are on the septa driver side right or wrong. We are paying customers and there is no one to hold workers accountable for their unacceptable behavior. I know this complaint is in vain and If this treatment continues with no accountability and/or consequences I will be forced to take legal action because enough is enough. I hope septa sees these complaints but I doubt if anyone cares. For reference, I catch the trolley 5 days a week to and from work so I use it enough to notice a pattern of disrespect in certain types of neighborhoods. Unacceptable and it should not be inconsequential

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Everyday I’m late for work or I am late picking my children from school everyday this week every one of the vehicles that’s scheduled to come at a certain time their always late, like right now I’ve been waiting for the blue line for over 20min and it’s scheduled to come at 11:30 and 11:45 it has not showed up and it after 12 midnight