11-29-2019, 10:07 PM
(11-29-2019, 05:00 PM)KevinT Wrote: I was in my online banking today and saw that "RMOW GRT (OV) 519-575-4400 ON" charged my Visa $20 for an auto-load on Monday when I was using my EasyGO card, and another $20 on Wednesday when I wasn't. Logged into the EasyGO site to view my card activity and it shows only a single $20 auto-load on Monday. Anyone else seen anything funny lately from the fare system? Guess I need to make a call...I know how you feel...
I tried loading $20 onto my EasyGO card at Waterloo Public Square station a month ago. Despite following all of the instructions on the screen, my first 3 attempts were declined by the machine. Finally the 4th attempt was successful (despite literally going through the exact same steps as the first 3 attempts).
When I checked my credit card statement, I had been charged $80 yet only $20 was applied to my EasyGO card.
I then called GRT and had my contact information and EasyGO card # passed to some GRT employee who eventually reached out to me. I was able to have the $60 refunded to my credit card after providing proof (credit card screen capture) that I had indeed been charged more than I should have.
An hour later, my wife noticed the same thing with her EasyGO account and credit card statement... she was overcharged by the TMV and attempted to go through the exact same process that I went through. Literally an hour after I had called in to request a refund for my card, the (different) customer service agent that she spoke to at GRT told her that he could not request a refund for the overcharged amount that was applied to her credit card and that she can have the money refunded by physically going to either Ainslie Terminal or GRT Customer Service Centre at King/Frederick. Annoyed, she told the customer service agent that I had literally experienced the same issue and that a different customer service agent told me that I could have the money refunded online.
In the end, both of us had our money refunded, but not before a final phone call informing this second customer service agent that he was providing information that was quite contrary to what had been provided an hour earlier.
Terrible experience, to say the least.