Anonymous
map-marker San Diego, California

Cheated A Senior Citizen With No Viable Options For Legitimate Refund

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I am a senior and went to the MTS Transit Store to renew my senior monthly pass for unlimited rides in August 2022 circa 10:30 a.m. I had $6.75 cash on my card which would get me 1 round-trip ride on the Coaster which is all I needed.

When I went to renew the card, the first rep (female) erroneously told me that I need $7.50 for the round-trip, not $6.50 as the Coaster rep told me on the phone. She might have assumed I wanted an all-day pass which I never said, she didn't ask me about, and I did not want. I corrected her but she insisted I need to put an additional $.75 on my card to make this trip. I asked her to check with the supervisor and she would not.

She further stated that I have to put a minimum $3.00 on my Pronto card, not the $.75, as $3.00 is the minimum charge. I reluctantly agreed. I then had trouble with my credit card in the slot so I was moved to another window where the second female rep said the same thing as the first about this charge, so I reluctantly paid it. She also asked for me ID despite my presenting the monthly Pronto card which I have had for 2 months now (a minor inconvenience but why ask when the first rep did not).

The situation got even worse. After I paid the $26 (instead of the $23 renewal for August), I asked for a manager to verify the additional $3.00 is accurate. He researched it and found that I was indeed correct, that the $6.75 cash I already had on my card would cover the $6.50 needed to make the one Coaster round-trip. I asked for a $3.00 refund either on the credit card or cash.

He would not give it to me stating this was not possible in the store! He stated I needed to call the Pronto Support Center. I asked to cancel the entire transaction. He stated that couldn't be done, either.

I said I will call my credit card company to block the additional $3.00 charged. He said this could not be done because the charge was for the full $26.00 and could not be separated, and that I could possibly incur a finance charge if I did this. I asked to speak to his supervisor or a representative there now who could remedy this situation. He said that wasn't possible, either.

I told him I felt "cheated" and I want this made right. He said he would note on my account that this additional $3.00 would be applied to my next transit card renewal at the end of August. I stated I might not be renewing the card and wanted the overcharge back now. He said no can do.

Hence, my complaint here. I find this whole situation unacceptable and possibly illegal. Despite this only being for a small amount, it is the principle of the thing, not the principal. Don't tell me you cannot refund me a measly $3.00 which you agree was an overcharge, either by credit card which I just gave you or cash.

This situation comes across as a scam and I will be alerting the regulators.

When I asked which agency the MTS transit system reports to, the supervisor wasn't sure (yeah, right). I will find out and lodge a complaint, but meanwhile I want readers on Pissed Consumer to know about this so it doesn't happen to you.

View full review
Loss:
$3
Pros:
  • Convenient location off the last trolley stop
Cons:
  • Possibly purposely cheats customers
  • Supervisor disallowed to provide legit refund or lies about it
  • Incompetent reps

Preferred solution: Full refund

User's recommendation: Know Your Rights Before You Buy Anything From The MTS Transit Store in San Diego, California

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