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Table of Contents

Lead Story

The competitive, diversified mobile wallet landscape

News

Industry Update

PCI DSS version 3.0 revealed

New York's no-surcharge law shelved, for now

EPI puts its name on Supercross Cup 2013

Selling Prepaid

Problems surface with Ventra Card

Features

Prospects improving for mobile NFC payments

Views

It'll be a slow rise for mobile payments

Patti Murphy
ProScribes Inc.

Do popular payment mantras ring true?

Brandes Elitch
CrossCheck Inc.

Education

Street SmartsSM:
A heated exchange on cold calling

Dale S. Laszig
Castles Technology Co. Ltd.

Let merchants say no to you

Jeff Fortney
Clearent LLC

Reduce shopping cart abandonment: Three tips

Ralph Dangelmaier
BlueSnap

Transform your business with real-time ease

Ben Golder
retailcloud

Trust me

Nancy Drexler
Acquired Marketing

Company Profile

Evo Payments International LLC

New Products

A 'future proof' payment terminal

Perwave
Harbotouch

Inspiration

Six essentials for business leaders

Departments

Resource Guide

Datebook

A Bigger Thing

The Green Sheet Online Edition

November 25, 2013  •  Issue 13:11:02

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Problems surface with Ventra Card

The Chicago Transit Authority reported it was taking steps to resolve customer service and card usage issues with the recently launched Ventra Card prepaid transit card program. Media reports have highlighted problems with the new program, including long wait times for users making customer service calls and difficulties in transit riders using the contactless cards to pay for rides.

News reports, as well as customer complaints on social media outlets, said Ventra users had to wait up to an hour to reach customer service representatives after the contactless fare readers that accept both bankcards and Ventra Cards were debiting prepaid cardholders multiple times for single rides.

The new program, which replaced an almost 20-year-old system, went live on Sept. 9, 2013. On Nov. 4, CTA President Forrest Claypool addressed the widespread complaints in a speech wherein he blamed the program's chief vendor, Cubic Transportation Systems, a division of Cubic Corp., for the problems. Cubic installed the new contactless fare payment readers in Chicago trains and buses; it also operates the customer service call center.

Multiple tapping issue

The CTA said Ventra users were being charged for multiple rides because fare readers were not responding quickly enough when they were tapped with cards, resulting in users tapping their cards additional times on the readers or moving to other readers. In this way, users were being charged for multiple taps.

Reports added that when users would call customer service to complain of the multiple charging issue, they could be put on hold for extended times and in some instances would get disconnected. Claypool subsequently ordered Cubic to triple its call center operators and upgrade software on the readers to speed up transaction times.

First Data defines role

The Ventra Card is the first dual transit and general purpose reloadable (GPR) prepaid card program to be implemented in a major U.S. city. First Data Corp., which processes transactions that occur on the GPR account of the Ventra Card, pointed out that the Ventra transit account used for the payment of fares is handled by the CTA and Cubic.

Notice to readers: These are archived articles. Contact names or information may be out of date. We regret any inconvenience.

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