As the MTA has struggled over the years to fit technology into their offerings, their online customer support has lagged far behind the technology we see in the system. Countdown clocks and FIND displays are incongruous with the way the MTA had, up until recently, treated its web presence. Take, for example, a MetroCard.
If a straphanger loses or damages his or her MetroCard, he or she must call a phone number or mail in their card or, if lost, a claim for a replacement. It is a clunky process filled with vague questionnaires that often ask for too much unnecessary information, and I know more than a few people who sacrificed the errant swipe rather than deal with the confusion.
Now, though, the MTA is working to address that problem. The agency has unveiled a new MetroCard eFix website. Now when a straphanger has a problem with a MetroCard, he or she can fill out an online form and set the dispute-resolution process in motion digitally. “The introduction of eFIX is yet another example of how the MTA is working to make things more convenient for our customers. From countdown clocks, to BusTime, to a website filled with real information that our customers can use, we are constantly working to be responsive to the needs of our customers.” NYC Transit President Thomas F. Prendergast said in a statement.
The eFix site allows users to select one of six categories: lost or stolen reduced fare cards; Select Bus Service errors; MetroCard not returned from the bus farebox; MetroCard Vending Machine problem; or a transfer problem.
Overcharged. The eFix system, designed in house, will verify claims as they are entered which results in increased speed and accuracy. The MTA is also planning future enhancements to the system as well.
I haven’t yet had the opportunity to test out the system, but just its mere introduction is a step in the right technological direction for the 1400 folks who submit claims on a daily basis. Making it easier for the customer to recapture lost money is a good move.
32 comments
So why cant they use this for lost/stolen regular Monthly Metorcards?
I just went thru the phone process a week ago to get a refund for my lost metrocard… lost a day because I noticed it was gone as I was leaving work after 7pm and didn’t bother to leave a message on their system…. had to wait on hold for over 30 minutes the next morning. (At least the refund was processed fairly quickly.)
Last time I lost one ~5 years ago I thought I had requested a refund online… guess not.
If a straphanger loses … his or her MetroCard, he or she must … mail in their card for a replacement.
Yup, that sounds about right for an MTA policy.
I once called the MTA to report/request a refund for a lost card. They cancelled and refunded the lost card, and then for some reason cancelled my new one, too. It was a big pain.
now that they have these $10 processing fees for refunds (at least LIRR does) someone as a gag should try to return a ticket whose value is LESS than the processing fee and then insist on giving the MTA the difference —
that’s right…. if the transaction comes out to Negative 3 Dollars _________insist on giving the MTA the $3…
New York City Transit, Metrocards only. This isn’t for LIRR refunds.
Several weeks ago, my wife lost her Easypay Express pay-per-ride Metrocard on Atlantic Avenue in Brooklyn. Luckily, someone found the card and called the phone number on the card. Imagine our surprise when we got home and there was a message from someone at the MTA telling us that the card had been found, deactivated and that a new card would be issued and mailed to her. It was a level of customer service I was unaccustomed to from the MTA and we were very pleased with the service. It was inconvenient to be without the card for a week while the new card was in the mail but we were impressed that the MTA initiated the contact. God knows what would have happened if we had to make the first contact to report the card lost. I think that customer is becoming more of a priority in certain parts of the MTA.
I once lost my Easypay Express pay-per-ride card. Calling to report it and ask for a replacement was a breeze. Maybe that’s because an outside contractor handles this for the transit authority.
I’ve lost my subway ticket, an unlimited 30 day ride.I tried to contact MTA customer service but cannot.I work 6 days a week.My holiday is Sunday.
I’d like to get my refund thru internet.What’s about that?
AUNG SOE THAN
I have lost my senior citizen Metro Card. How do I replace it?
How do I replace a lost senior metro card?
My wallet was stolen with my senior metro card. How do I replace it?
Maureen KwiatMaureen
1965 Broadway PH 1A
NYC ,NY 10023
Cell# 917 501 7774
I purchased a Metro card one month ago and two days later it ceased to work, I went to the ticket agent who gave me a form which I filled out and mailed immediately hoping to get a refund…a month later I am still waiting for my refund. a friend said I could look up the status of my refund by using the metro card serial number but I’ve yet to find that option on any of the MTA websites.
my seniorcitizenmetrocard damage i maile back 9/24/12 and till today october 13 don’t have back i like to know how long will take to have the new metro card, please if i can have the information i really apreciate thank you
My Metro card fell in a sewage drain or a man hold on the 1 of July 2022 at 4:35 P.M When I tripped over my feet and fell by listing my balance.
I went to eFix a day or two ago and filled out the form (confusing, and refused at first to verify my address). Once it was filled out, I couldn’t find a button to SUBMIT! Did it go through? I don’t know? How do I find out!In the meantime, I’ve been taking buses, using Medicare card and cash. But what about the subway? That could be a problem if I have to pay full fare!
I just lost my weekly metro card and I bought it just yesterday how can I get a new one and report the other lost ?
How do I replace my senior metro card?
i lost my unlimited metro card
I lost my Metro Card on Sunday, June 9, 2013. Last used on Sunday, June 9, 2013 @ West 72 St. subway then transferred to west bound bus on 14 Street, approximately between 5:50PM – 6:15PM.
Please contact the MTA. I’m not the MTA and can do nothing to help you replace your lost MetroCard.
Thank you!
REVISED:
I lost my SENIOR Metro Card on Sunday, June 9, 2013. Last used on Sunday, June 9, 2013 @ West 72 St. subway then transferred to west bound bus on 14 Street, approximately between 5:50PM – 6:15PM.
My half fare metro card I’d damaged and is not able to fill at vending machine or at train booth. It comes up damaged. So I need a new one please
where do i find the Metro Card replacement/info bus in the Bronx…My half fare card has expired…need new one…where can i find HELP…Mildred Cooley,,Bronx N.Y…todays date is….10/29/13
I tried connecting to the new system today, june 13,at 11 AM. Result: Extremely long waint followed by “web page is not available.”
Does anyone know how to cancel an eFix filing? I lost my card, searched everywhere, and a few days later, it turned up in a most unexpected place. I don’t have to money to buy a new card, besides, this one hasn’t been cancelled yet. They’ll cancel it and refund me still? I hope not, I feel bad about that. If they cancel it and refund me immediately then I can purchase a new unlimited and that would be fine.
I have the discounted metro card and lost it.
While waiting for a new one in the mail, I needed to use a full fare card. Now I have both and wanted to transfer my full fare to my discounted card. Is that possible ? Thank you –
I sent you out my damaged reduced fare card 5 weeks ago to 130 livingston street in Brooklyn and never got a response ,I’ll call on the phone 718 330 1234 and no one ever picks up the phone only voice ,essayed what can I do
2016 and Metro efix card page is still worthless. I lost my monthly pass and called in to talk to a representative only to be told they don’t open until 9am. So being in a rush, I did the customer self-service option (which I was directed to do) and was happy to see it go through. Two days later still haven’t been updated about my refunds. So I called again “during business hours” and was given no real help by the representative. He basically tried to guide through the steps that I already have taken and I said “Ok Great! but I’m asking about the step after which won’t even go through once I press submit.” His reply: “Well we can’t do anything about that part. Next time just try calling in.”
I swear I was ready to reach in through my phone and strangle him. What do these people get paid for?! What’s the point of calling in for help and you can’t do anything about it or direct me to someone who can actually provide help.
I’m so done with New York, born and raised and tired -__-
I want to add that although some MTA phone-help workers are lazy and stupid, not all are. What ALL are is inadequately trained: they are, like most customer-service people, simply give ‘cheat sheets’ or scripts to follow. They rarely know anything about the systems the are giving advice about, so once you call and say I can’t make the website work, they have no idea what to do next, and usually fall back on repeating that same advice.
As for the websites themselves, they are usually designed by people who have know idea how to make transaction self-evidently plain, simple and efficient
Update:
People please don’t back down! I finally got my refund money this morning. I called the line again and was given the proper help needed! Yes the wait is long but I guarantee you it’s worth the amount of money you use to spend on MTA services.
Still New York, born and raised and tired -__-
gREETINGS,
mY REDUCED FARED DISABILITY CARD WAS DAMAGED AND LOST. I NEED IT
REPLACED.
mY ADDRESSED IS eLM York, 130-100 DITMARS BLVD. eAST Elmhurst, ny
11369 pLEASE REPLACED.
Cassandra m. wIMBS