Jun
14
An online solution for lost or damaged MetroCards
By
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.
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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