Highest Priority My Arse

New York City Transit refunds the balance of your MetroCard if you’ve lost the card and purchased it with a credit or debit card. In order to do so, you have to call 212-METROCARD and file a claim. I’ve just left my third message in regards to filing a MetroCard balance protection claim.

Two previous calls, made on July 2 and July 6, have not been returned although the answering machine said that the call will be returned in one business day. So, I wrote a letter this morning through MTA’s contact form on its website. I wrote:

I called 212-METROCARD to file a MetroCard balance protection claim twice this past week, but neither call has been returned.

I first called on Monday, July 2 at approximately 9:45 a.m., the day I realized I lost my card. No one picked up, and after a few minutes, I decided to leave my name (spelled out, as requested) and my phone number on the answering machine. The message said that someone would call back within one business day, and I never received a call back.

I waited a few days with the holiday, then called again on Friday, July 6 at approximately 11:00 a.m. Again, no one in the office picked up, so I left a message with my name, number and a request to call me back that day. My call was not returned.

I would like my MetroCard balance refunded from Monday, July 2. I would appreciate if someone would return my call (###-###-####) or e-mail promptly regarding this matter.

To my surprise, I received a reply only two hours later:

This is in response to your recent e-mail to New York City Transit reporting that you are unable to reach us at our Balance Protection line.

We sincerely regret that you lost your MetroCard. Please be assured that timely and quality customer service is MTA New York City Transit’s highest priority and it is uncommon for a customer to wait an extended period of time to speak with one of our agents. We have referred your concerns about the telephone lines to the appropriate department for review.

Notwithstanding your experience, in order to obtain your refund, you must call (212) 638-7622 seven days a week, 24 hours a day, 7 days a week. As you know, if you used a debit or ATM/credit card to purchase your 30- Day Unlimited Ride MetroCard at a MetroCard Vending Machine, we guarantee a refund of time remaining on the card in the event your 30-Day Unlimited Ride MetroCard is lost or stolen. If you already left a message on the Balance Protection voicemail system we will return your call as soon as possible. We’ll then credit your credit or debit card account for the unused time on a prorated basis based on the date you notify us of the loss. We do not issue a replacement MetroCard. A refund will be credited to your credit or debit account. The first lost claim is free. An administrative fee of $5 is applied if a second claim is made in a calendar year. There is a limit of two loss claims a year.

If you have further questions, you may call MetroCard Customer Service at (212) 638-7622, from 7:00 a.m. to 11:00 p.m., Monday through Friday, or from 9:00 a.m. to 5:00 p.m., Saturday and Sunday.

Thank you for having taken the time to contact us.

So, another person basically said I have to stay on the phone until someone picks up; leaving a message is not fruitful. I stayed on the line for 10 minutes the first two times, and five for the third. How long does it take a person to pick up?

When this happened last year, someone picked up rather quickly, filed my claim, and I received my refund a few days later.

All I know is that I better get refunded from July 2 on.

One Response to “Highest Priority My Arse”

  1. kenny says:

    if you see something, say something…and hope for a response

    I miss the good ‘ol chadf for the random food items it provided. Like free range chicken nuggets and root beer floats.

    I wouldn’t mind reincarnating it. I think uncle brucey may have finally sold the building, he kicked out little rascals…

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