Complaints

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Friday, May 17, 2024, I used my reduced fare Milwaukee County Transportation System (****) WisGo pass and had no trouble. On Tuesday, May 21, 2024, I tried to use my pass to get home from downtown Milwaukee. When I tried to use my pass, it wasnt accepted when I swiped it on the bus even though I had approximately $35 on my WisGo card. Fortunately, the bus driver (employee number 2147) allowed me to ride for free. When I returned home, I called the **** customer service *************) and was told I needed to go to 1942 ** 17th St. to fix the problem and pay $5. Im a disabled veteran who no longer drives nor has a car, and have a spine issue making my legs feel very weak. I depend on the **** as my primary transportation. The **** representative was adamant that I had to go to the ** 17th St. address. I think the **** should allow issues such as mine to be resolved either on the phone or on their website. My experience was very disappointing.

  Business response

  06/17/2024

  This response is provided by our Director of Business Services:  ********************* called the ******************************** Tuesday May 21, 2024, inquiring why the reduced fare card was no longer validating on the **** bus routes. Upon researching the *** system it was discovered that ************ had converted the reduced fare card into the *** Mobility App, which then deactivates the card.  He was informed to visit the **** Administrative office to replace the card and have the funds transferred from the *** App to a new reduced fare card.  ************ visited the **** Administrative office Wednesday May 22nd and upon explaining the situation the **************** Team Lead offered a one-time, complimentary reduced fare card replacement and transferred the funds.  Then, the Team Lead also explained how to check the card balance using the website instead of converting the card into the *** APP.  *********** left the **** Administration office satisfied with the service and result. 

  I received a phone call from ****** at the BBB on this matter on June 10, 2024 and appreciate the follow up.   The original correspondence was addressed to a former employee of our organization. Please mail any future correspondence for the Milwaukee County Transit System, to the attention of the ***************** Thank you. 
  

   

  Customer response

  06/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩