Unsuck DC Metro: Nickel-and-Diming Riders? Part 1

Monday, February 11, 2013

Nickel-and-Diming Riders? Part 1

From Aaron:

I recently setup Auto Reload on my registered SmarTrip card.

The credit card that was on the account became compromised, and I had to wait to receive a new one as the credit card company canceled it.

During this time my SmarTrip dropped below the $20 minimum, and Metro could not charge the credit card, naturally.

By the time I got the new card, I got an email from Metro stating that they cancelled the Auto Reload and wiped my SmarTrip clean of any funds because they could not charge my credit card.

I had about $19 and some change left on the card.

I do not understand why they would zero out my SmarTrip card.

That is my money. They charged my credit card. Why would Metro steal from me?

I have tried calling and emailing the address and phone number on the back of the card, but my pleas to reimburse my card have gone unanswered.

Comments (36)

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+22 Vote up Vote down

@perkinsms · 632 weeks ago

Recommend you complain to the board member that represents your jurisdiction. This isn't right. Just because they can't charge your card for more value doesn't mean they should take back the money you already paid.

7 replies · active 631 weeks ago

+27 Vote up Vote down

Jason · 632 weeks ago

If I were him I'd also call my credit card company...he presumably already paid whatever bill that bit of fare was posted to, but they should still hopefully go to bat for him on this.

+10 Vote up Vote down

Guest · 632 weeks ago

Did he say that his credit card was declined? I bet they just removed $20, he did not pay for.

+3 Vote up Vote down

Jason · 632 weeks ago

I don't use the service because I don't like having money indefinitely tied up, but if it's something where it's $20 that had yet to be paid for and he's doing his accounting wrong then yes, this is a non-story.

+3 Vote up Vote down

Erin · 632 weeks ago

No, I think he's saying that his card was charged while still active, but he had to cancel it. While he was waiting for the new one, they tried to charge it because it dropped below the minimum required. Since it was declined, then they wiped it clean. It sounds to me like it was money he initially paid from his card while still active, so it was in fact his money.

+12 Vote up Vote down

Guest · 632 weeks ago

Let's ask Aaron for update. Did he see +/- in his card usage history?
I bet my $20 that Aaron missed the point that WMATA adds money first and charges the credit card later. So if credit card can’t be charged they remove the initially added amount.

0 Vote up Vote down

Guest · 632 weeks ago

That's right! Dispute the charge with your credit card company and give all the information about WMATA- Metro and their address for your dispute. This is will work.

0 Vote up Vote down

Guest · 631 weeks ago

+12 Vote up Vote down

ANON · 632 weeks ago

"No fare increases this budget."

+34 Vote up Vote down

Anony · 632 weeks ago

One man's overcharging is another man's bargain.
-- Dan Stessel

+32 Vote up Vote down

GridlockDoctor · 632 weeks ago

I'd call the credit card company and tell them to do a charge back. You paid for services and they were not delievered.

1 reply · active 632 weeks ago

+19 Vote up Vote down

@Goodomens · 632 weeks ago

Agree with Gridlock - save the hassle and do a charge back.

+6 Vote up Vote down

drew · 632 weeks ago

sue the F#ck outta them

+21 Vote up Vote down

Guest · 632 weeks ago

Contact Dr. Gridlock so he can write a scathing expose on this WMATA activity!

1 reply · active 632 weeks ago

+15 Vote up Vote down

Another Anon · 632 weeks ago

Ha! Good one . . .

+10 Vote up Vote down

Guest · 632 weeks ago

If you believe in getting Metro service just because you paid for it, you must believe in slavery! And it's Black History Month!

+4 Vote up Vote down

guest · 632 weeks ago

agreed; call the credit card co.

i just got an email from wmata about the new chip card i got; these were the contacts:

If you have any questions or need assistance, please call +1-888-SMARTRIP (+1-888-762-7874) or send us an email at mailto:smartrip@wmata.com.

i've had success with the ppl at the 888 number; of course, it takes ~15 mins on hold to get thru to them, but they've helped in the past where a gate has taken fare off more than once for a single exit... good luck!

+5 Vote up Vote down

Tim · 632 weeks ago

The auto-reload rules are here: http://www.wmata.com/fares/smartrip/auto_reload.c...?
There is nothing about wiping out amounts that have been paid for. There is a vague warning about fees that can be incurred if auto reload is cancelled and charges incurred.

+7 Vote up Vote down

Bill · 632 weeks ago

Find out who's in charge of the SmarTrip program, go to your local police station, and charge them with petty theft. Dunno how far you'll get, but it's worth a try, and you may just get their attention.

+4 Vote up Vote down

karah 81p · 632 weeks ago

metro owes me a new screen - I just read the release about their report card while eating lunch.

-7 Vote up Vote down

DCDriver · 632 weeks ago

If you go through these other channels and still can't get your money back, pick your times carefully and tailgate in and out of the system enough times to get the rides you already paid for. There will be times when you can't because a Metro employee is right there watching you, but (as this blog has shown countless times) most of them don't care about doing their jobs right. You should have the rides you paid for in no more than two weeks I'm guessing.

2 replies · active 632 weeks ago

+4 Vote up Vote down

Jin · 632 weeks ago

Try a few days. I used to spend $17/day when I worked part-time, coming and going at non-rush hour times, and parking.

+6 Vote up Vote down

Jamie · 632 weeks ago

Spot on. It's bad enough when they bend your wallet over a turnstile for piss poor service that you actually experienced, but to wipe the balance off your card for rides you didn't take is inexcusable.

+14 Vote up Vote down

Alf · 632 weeks ago

It looks like they only removed the amount you've never paid for.
They load your smartrip with money first, then charge your credit card.

Try to check your smartrip card usage history for loads and match them with orders -
there is a date/time when money got loaded to your card in each order.

2 replies · active 632 weeks ago

+8 Vote up Vote down

Vienna Bound · 632 weeks ago

Just so that I understand what your saying, Metro added the money for the autoload before they actually had it in hand via credit card transaction. So what they wiped was the amount they were trying to charge to the credit card.

If true, that's poor practice on Metro's part. It costs me around $15/day between rush hour commutes and parking. That's a practice that could be easily exploited if someone really wanted to take advantage of the system.

+6 Vote up Vote down

Alf · 632 weeks ago

Yes, that is what they are doing. They give you a credit. Either you pay for it, or they take it back in 24hrs.

And another yes. It's probably poor practice for WMATA, but they charge you up-front for the full amount when you set up your auto reload, and you cannot choose the reload threshold - it's always $20, so with the $15 daily spending they will take away newly loaded amount earlier then you start spending it...

+5 Vote up Vote down

Metro-Batman · 632 weeks ago

Metro-Robin: Holy rusted escalators, Metro-Batman! WMATA s trying to pull off a caper!

+15 Vote up Vote down

NoNo · 632 weeks ago

Am I the only one to think that giving Metro your credit card information is totally irresponsible?
If you can't even rely on them for doing there job, you don't give them sensitive informations concerning yourself... I'm sorry to hear about your story, but it is not surprising...

+6 Vote up Vote down

anon · 632 weeks ago

A couple of rules I have for giving Metro personal information.

Never give them your credit card.
Never sign up for their alerts.

I signed up for their elevator alerts just to see what it was all about. EVERY DAY now I get an email telling me the station's elevators are working.

I can't figure out how to opt out.

What kind of idiots would sent out an email EVERY DAY like.

Remember when Metro job applicants had their personal information stolen?

I think the only thing you might consider is registering your Smartrip, especially if you carry large amounts of your own money.

+3 Vote up Vote down

Guest · 632 weeks ago

This is very interesting. When I ride the bus I see people adding $2 bucks every time. Maybe they know something. Then I see people riding when their Smarttrip Card is not working. Why do some pay and some do not?

+4 Vote up Vote down

Dezlboy · 632 weeks ago

The above info about Metro putting money on your Smartcard, and then applying the charge a day later does sort of maybe make sense. But, wouldn't it be nice for METRO to communicate that to its riders, expecially in the email announcing they wiped your card clean.

Whoops..... COMMUNICATE? Oh, nevermind......

+3 Vote up Vote down

guest · 632 weeks ago

OT: metro as getaway car
http://www.washingtonpost.com/blogs/crime-scene/p...

+2 Vote up Vote down

guest · 632 weeks ago

Better Business Bureau may be an option.

+16 Vote up Vote down

Guest · 632 weeks ago

Any updates? It would be nice to know the end of the story.

0 Vote up Vote down

George B · 631 weeks ago

What you SHOULD do is go down to the JCB and complain, so you can be told in person that there is no one there to listen....they you will have both lost your money and time.