Account & Fare Issues
Why was I charged twice for one ride?
→ Check CRM Trips tab for duplicate taps. Void one and reprice the account.
How do I apply for Reduced Fare?
→ Direct to OMNY website or create a CRM case with referral to eligibility team.
How do I dispute a charge?
→ Create a CRM case with trip details. Follow dispute workflow.
My tap didn’t register—what now?
→ Search CRM for missing trip. Add manually if needed.
Can I speak to a supervisor?
→ Document request. Escalate case per protocol.
Why didn’t I get my free transfer?
→ Verify tap timestamps and travel token. Ensure same device and payment method were used.
I received my Reduced Fare card, but it’s charging full fare.
→ Check rider class in CRM. Update if incorrect and reprice affected trips.
My bank reversed a charge—why is my account blocked?
→ Explain fraud prevention. Advise re-dispute and document in CRM.
I can’t log into my OMNY account.
→ Verify email and reset credentials. Document login issue in CRM.
I need help updating my contact info.
→ Edit profile in CRM and confirm changes.
Why didn’t fare capping apply to me this week?
→ Review payment method consistency. Educate customer on separate caps per card/device.
Can I switch from full fare to Fair Fares?
→ Confirm eligibility and submit rider class change in CRM.
I submitted a dispute but haven’t heard back.
→ Check case status. Provide update and escalate if overdue.
My payment method isn’t saving.
→ Check CRM for token errors. Guide customer through re-entry.
How do I check my trip history?
→ Guide customer to OMNY portal or provide summary from CRM.
My OMNY card isn’t working—what should I do?
→ Check card status in CRM. If blocked, explain reason and next steps.
Why was my Reduced Fare card blocked?
→ Review dispute history and fraud flags. Escalate if needed.
I was charged for a failed tap.
→ Validate tap failure in CRM. Issue refund if confirmed.
I tapped with my phone but was charged on my card.
→ Educate on card clash. Advise removing extra cards from wallet.
I lost funds at a vending machine—what now?
→ Follow lost funds protocol. Create case and notify leads.CVM Dispute
I was charged for a trip I didn’t take.
→ Investigate tap location and time. If invalid, void and reprice.
I never received my Fair Fares card.
→ Check fulfillment status in CRM. Create case and escalate to card team.
Why was my dispute denied?
→ Review case notes and resolution reason. Offer re-investigation if warranted.
My autoload didn’t activate.
→ Confirm setup in CRM. Re-enable and monitor.
Why was my account closed?
→ Review CRM notes. Explain closure reason and offer resolution path.