Forum Discussion

Gflynyc's avatar
Gflynyc
Casual Commenter
2 months ago
Solved

So November Cash Payments are Delayed?

Nearing the end of November and still haven’t received payment for points redeemed in October.   Payments seem to be delayed the past deqmontjs according to some of the comments I’ve seen in this c...
citibike
  • Jess's avatar
    Jess
    2 months ago

    Hello, all, I'm happy to share that Tremendous emails to complete October gift card rewards have been sent.

    We will work to send November Tremendous emails as soon as possible, as I understand Angels may be wondering about the potential future delays. If I get an update on exactly when, I'll alert the group here. 

atmjnyc's avatar
atmjnyc
Resourceful Rider
2 months ago

Jessit’s these kind of platitudes which are most frustrating of all. What good is “sharing the thread” with your team when the system is clearly at a point of critical failure. You have violated your own terms of service, leaving people waiting over 60 days for their rewards. You claim to have attempted to fix the problem, and then send out rewards from the wrong year, creating an even bigger mess. The team doesn’t need feedback, they need a total overhaul. It is outrageous that there hasn’t been an acknowledgement of the total mess that Lyft have created this month, followed up with specific commitments as to how and when folks will get paid and how you will ensure this never happens in future. I (and I’m certain many others) will be looking at filing with the NYC small claims court given that you seem unable to provide any assurance as to when these past-due payments will be made. 

Gflynyc's avatar
Gflynyc
Casual Commenter
2 months ago

You have expressed the sentiment of many Bike Angels.  A very well-written response to Jess’s update.  

It’s hard to believe a major corporation could bungle processing payments as badly as they have. Their customer service is also terrible.  I only call when it’s absolutely necessary and take multiple deep breaths before the call connects. Awful.

 

  • atmjnyc's avatar
    atmjnyc
    Resourceful Rider
    2 months ago

    The customer support is the worst of any major corporation I have dealt with. I feel sorry for the agents. They are not given any agency to deal with anything. They are used to shield teams like the one Jess works with from any interactions with customers. As such, the customer service team feel bad that they cannot help and instead follow a completely useless script, and faceless teams like the one Jess seems to report to never have to face the consequences of their service failures. As well as attempting to redeem the missing payments through the NYC Small Claims Court, I would suggest that a group of us should get together to file a complaint with the NYC DOT and the Mayor’s office - focusing on the declining levels of service couple with the price hikes, especially in light of the city’s financial subsidy of Citibike. 

    • Jess's avatar
      Jess
      Bike Angels Team
      2 months ago

      Thank you for sharing your thoughts here, atmjnyc. I hear you. I know that the rewards claimed in October are delayed, and receiving the wrong reward only makes the experience worse for all parties. I can’t provide an exact time when this will be remedied, but I can reiterate that I expect Angels will receive their rewards emails this week. 

      FWIW, I can assure you that my team is actively working to make changes to avoid these sorts of delays in the future. There are multiple factors that have contributed to the delays Angels have experienced this year, including expansion of the rewards program and the community base to all US brands, which have contributed to the bumps in the road. We are fixing the issues that arose to avoid these sorts of issues in the coming year. 

      As a note, we always want to hear from you, but please keep your conversations in the community positive, respectful, and productive in keeping with our community guidelines. We enjoy creating a space for Angels to connect, 

      Gflynyc  Thanks also to you both for sharing your thoughts about your customer service experiences. We’ve made changes to Bike Angels support processes throughout the year and my time on the team in an effort to improve the Angel support experience, and we’ll keep at it with your help.

      • atmjnyc's avatar
        atmjnyc
        Resourceful Rider
        2 months ago

        JessI appreciate the response and your genuine efforts to connect with members on this platform. I would point out that there is nothing positive about the experience that Bike Angels are going through right now, but that it is possible to be respectful while being critical. It is simply true that Citibike customer service (which you asked us to contact in a previous post) are completely unable to help or offer information in this scenario or have been entirely disempowered by Lyft. This is what we are told when we contact them. 
        I appreciate you outlining some of the reasons why there has been such a terrible delay and I believe you are earnest in your desire to ensure it does not happen again. Nevertheless, members like myself have been waiting over 60 days for this reward to be processed. At this point, I am honestly astonished that you are unable to provide any more specificity than a hope that it will be dealt with this week. At the very least, members should be compensated for a delay which goes beyond what is defined as the maximum timeline in your newly published terms of service. 

        As an aside, if you are indeed considering changes to the customer service system, I would hope that you will find a way for members to be able to speak directly to agents who have some agency to deal with issues such as this, rather than constantly being “escalated via email”.