The Nightmare Of The Myki
I use a myki to commute, it’s not as nice to use as the metcard system (in that it seems to need a lot more mollycoddling to work a reader) but a lot more convenient to get top-ups for. So all-in-all I’m a status quo user. My setup is a myki card with money and a pass. The money is topped up automatically and the pass covers the Moday to Friday commute. Up till now that’s covered me nicely. However, this week I returned from holiday to find that my credit card had been scammed and so I cancelled my bank card. No problem right? I’ve got a month of myki pass to use so I’ll use that and then update my card details when I have the new card.
Only that’s not what happened. My myki money (which was some 20 odd dollars I think) shrank and that triggered the auto top-up. Which failed. Rather than fall back to the pass I’m now in “debt collection status” and I have to post my myki back to the myki folks to have them “manually” unlock it. Huh? :(
So now I’m left with two questions:
- Why not fall back gracefully? I have prepaid for the trips, I’d like to take them please.
- What is this send it back to the mothership business? Like how does that make any sense?
Seriously, I work in the field, how is this so badly bungled? The situation I find myself in is a less than 1% issue, I get that. But surely I’m not the first person this has happened to and why does the process take longer than a phone call to sort out the outstanding balance? Shame on you myki, long live metcard.
UPDATE: Below is the delightful email I’ve just received:
from myki Customer Care customercare@myki.com.au sender time Sent at 12:23 (GMT+10:00). Current time there: 13:31. ✆ reply-to customercare@myki.com.au to robert date 15 April 2011 12:23 subject myki response (Customer care reference #55028) hide details 12:23 (1 hour ago) Dear Robert,
Due to a recent Auto Top Up payment failure your myki card number 308425022560047 has now been blocked.
The amount of $10.00 was credited to your myki balance on the 12/04/2011, but we have been unable to deduct this payment from your credit card.
To have your myki card unblocked, please follow the three simple steps below.
1.) Pay the outstanding amount of $10.00 using your credit card via your online account or by calling 13 6954 (13myki) any time between 6.00am and 12.00 midnight.
You can make payment via your online account following the prompts below;
Ø Log onto your account Ø Select “Manage my card” Ø Follow the prompts on the Debt Settlement page
A reference number will be provided to you at the end of the transaction for your records
2.) Send us your myki card to have it unblocked.
To have your myki card unblocked post it to the following reply paid address (no stamp required).
myki Customer Service Reply Paid 13281 LAW COURTS VIC 8010
We will endeavour to return your myki within two business days of receipt.
3.) If they have changed, update your credit card details before you next travel.
If your recent auto top up payment failed because your credit card details were out of date then you must update your card number and expiry date before your next top up payment is due; this will avoid any future payments failing and your myki card being blocked again.
You can update your credit card details via your online account following the prompts below;
Ø Log onto your account Ø Select “Top Up” Ø Select “Modify Auto Top Up” Ø Nominate your preferred top up and threshold amount Ø Type in the correct credit card number, expiry date and card verification code (CVC)
A reference number will be provided to you at the end of the transaction for your records
You can also update your credit card details by calling 13 6954 (13 myki) any day between 6.00am and 12.00 midnight.
Regards
myki Customer Care
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