PRESTO Card

Hello,

My name is Gurpreet Kaur. I am writing to request a refund for a charge on my PRESTO card.

On Tuesday, I was charged $12.05, but I was not able to take the GO train or bus that day because there were emergency issues and the trains on the Kitchener line were cancelled.

Because of this service disruption, I could not complete my trip.

I tried calling customer service several times, but I was unable to reach anyone.

Card Number: 312401 **** 4748 00** **

Fare Type: Adult

I kindly request you to review this charge and refund the amount to my PRESTO card.

Thank you for your help. I look forward to your response.

Best regards,

Gurpreet Kaur

Hello,

I am writing regarding my PRESTO fare payments made both prior to and after the activation of my discounted fare eligibility.

I arrived in Canada on October 23, 2024, and my student program officially began on January 28, 2025. During the early period following my arrival, I was unaware that, as a student and currently unemployed, I was eligible for a discounted PRESTO fare.

As a result, for a period of time I paid the full adult fare ($4.50 per trip) for my transit rides. During this time, I paid using both my PRESTO cards and my bank card, and the full adult fare was charged for each trip.

Several months later, I became aware of the discount program and had it successfully applied to my PRESTO account. However, upon reviewing my payment history, I discovered that some fares continued to be charged incorrectly at the full adult rate, including charges directly to my bank card.

I only became aware of this issue recently, while reviewing my bank statements during the preparation of my taxes. I would like to note that I have a disability which causes anxiety and can delay administrative and financial reviews, which contributed to the timing of this discovery.

On January 6, I was informed by transit enforcement officers that there was a $50 balance on one of my PRESTO cards.

However, this balance is not shown anywhere in my PRESTO app until now (how that is possible). This is not fair at all. I was never notified of this balance, and it went completely unaccounted for despite my regular use and reloading of the card.

My disability contributed to this oversight, yet PRESTO provided no support or warning.

I kindly request that my PRESTO and related bank card payment history be reviewed, and that any overpaid fares charged at the regular adult rate during periods when I was eligible for the discounted fare be refunded, where possible.

Thank you very much for your time and consideration. I truly appreciate your assistance and look forward to your response.

Kind regards,

Consistently have had to reach out to customer service regarding issues due to the new updates. The live agent chat support is unhelpful due to always needing to be escalated to someone else and find that the 2-4 business day response time is more like 7-10 days.

I have spent almost 10 hours with customer service regarding the same issue and still have not had it fully resolved.

I was refunded and mentioned that this was financially stressful and they refunded the fare usage back to my presto card, which does not make sense as I am having issues with my monthly pass so why would refunding the money back onto my presto card be a suitable solution? I am extremely frustrated with presto and simply wish I could just walk to all my destinations alas presto is the monopoly of transportation it seems for the GTA.

Subject: Refugee Discount Not Applied to New PRESTO Cards

Dear PRESTO Support Team,

My family and I are refugees living in Toronto. We recently applied for the PRESTO refugee discount, which was approved, and purchased three new PRESTO cards. According to the confirmation email, the discount should be applied within 24 hours, but it has not appeared on our new cards yet.

Please verify and apply the refugee discount to the following cards:

312401 **** 797* ***

312401 **** 797* ***

312401 **** 797* ***

Please see attached.

Thank you for your assistance.

Sincerely,

Gholamreza Fattahinojokambari $Afsoon Mehran & Mohammadreza Fattahinojokambari

My e-mail address: ghfnojo@***.com