Forum Discussion

Gflynyc's avatar
Gflynyc
Casual Commenter
1 month ago

Charged $30.00 For a Bike That Was Stuck in the Dock

Tried to take a bike out in midtown.  Uses the app to scan the code.  Nothing.  Next typed in the bike “vehicle” number.  Again nothing.  However, the bike was still showing up as a give on my app. I called.  Customer Service agent took the report and stated that she’s “hide” the ride so that I could try to get another bike.  She also noted that if I were billed any overage charges, that I should call them back and they’d remove the charges.  I did te wove an email that I was billed for 106 minutes @0.25 cents per minute (for a ride that never occurred).  I’ve called 2x since the call this morning.   I one I’ve spoke. With seems to know what they’re doing or how to remove the charge.  Lyft Customer Servíce has gotten worse than it’s ever been.  They also would never put me through to a supervisor. This is a nightmare.  I try to avoid habkc to ever call 855BIKE311 because it’s an an exercise in torture.  They are trying to charge me for a ride that I never took.  

Has anyone else experienced Ed this?  If so, how was it resolved?  The people working as CS department agents don’t seem to care about resolving any billing-related issues.  The incompetence is staggering.

 

citibike

2 Replies

  • Classic4Eva's avatar
    Classic4Eva
    Resourceful Rider
    1 month ago

    This exact thing happened to me a few months ago and I was able to get it resolved. A bike was totally frozen in the dock, I couldn't get it out, I immediately filed a ticket and sent a photo of the stuck bike, they told me everything they told you, and all the same things happened. After 24 hours I got charged for a 24-hour ride/nonreturned bike, I contacted support again as instructed and the CC charge was reversed. However, my existing credits that had also been wiped out weren't restored, I had to get in touch again and they were able to credit me all of that back.

    The CS agents I spoke to were friendly and helpful but did not have the ability to truly resolve anything. (Like it's outsourced tech support that don't have the access/authority to do anything meaningful or contact Motivate repair techs in the field.) So it was frustrating to have to make 3 separate calls and spend about 2 hours total just to get this reversed, but I can at least positively report that it was in the end.

    If anyone from Motivate/Capital Bikeshare is reading this ... next time I would appreciate an actual action, like dispatching a tech to come look at the broken bike/dock the same way you would if I pushed the wrench icon on the dock or reported a broken bike/dock. I mean, this frozen bike wasn't going anywhere. The tech can then verify everything (the bike isn't stolen, it's right there in the dock) and the customer's account returned to normal.

  • Gflynyc's avatar
    Gflynyc
    Casual Commenter
    1 month ago

    Happy things worked out well for you.  I’m happy to report that they reversed the charge to my account, but it took several phone calls to finally get it resolved; it was very stressful.  I think you’re right about their customer service being outsourced.  I guess we should all be happy that we get to  speak to actual humans despite their shortcomings.  It could be worse I suppose.