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Business Profile

Transportation

Clipper Card

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 65 total complaints in the last 3 years.
  • 22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/30/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 10, 2025, I was charged $76.80 for a monthly one zone Caltrain pass without warning and that did not even apply to the trip I was taking. I should have been charged $5.45 for the ride I took (one way, from Zone 1 to Zone 2). I am looking for a refund of $71.35.I did not want the Caltrain monthly pass, but most importantly, there was no warning that I would be charged for it. I had stopped using ******** regularly months prior but had continued to use the same Clipper card for other forms of public transit very frequently, and there was no indication on the Clipper app or online portal that the Caltrain pass autoload would happen. Even 4 days after being charged, the pass did not appear on the Clipper online portal. I called Clipper **************** on May 14th to ask for a refund, and they said they wouldn't do it. I am upset at these deceptive business practices and the poor customer service I received when I called and explained the situation. Note: Even when I requested the cancellation of the Caltrain pass autoload, the customer service representative told me that I had to go to a Caltrain station for it to go into effect and that I should even wait a few days to avoid being charged yet again. I dont understand why I must go to a system I do not use regularly for the autoload to stop. The app only said that the card must be tapped for the autoload cancellation to go into effect, which is misleading.

  • Initial Complaint

    Date:06/30/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The customer service email is being used for email scams. I was sent a message saying my Amazon account was locked and to click a link to verify my identity and bank info

  • Initial Complaint

    Date:06/24/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    $20.00 was paid and loaded to my Clipper Card account (#*********** on January 1, 2023 (order reference #*********). As a youth, my parent ordered this Clipper Card and added value on it on my behalf, in case of situations for me to take public transit. I did not use my Clipper Card from that time until recently this June ******* May 2025, when I checked the status of my account, I found there was a $0 balance. I called Clipper Card two times requesting for the $20 value to be reinstated back to my account. These calls took place on dates May 27, 2025 and June 2, 2025. During both calls, I was informed that I would receive an email with a form for me to complete the request of reinstating the $20 back to my account. I have not received any emails from Clipper Card.

    Business Response

    Date: 07/07/2025

    Hello sorry for the inconvenience. This issue has been resolved, funds have been readded to the clipper card all you need to do is use the card to travel and the $20.00 will load to reflect your current balance.  I have also reached out to you in regard to this issue via the number listed on your account per the ********************** number you have provide. I left a voice message with my contact information if you need any further assistance or may have further questions. Again, we are sorry for any inconvenience this may have caused.

  • Initial Complaint

    Date:06/09/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My clipper card for city transportation has taken total of $80 ( $40 increments) but had not added to my card. Because one transaction of taken on 12/26/24 and the other 5/5/2025, I really didn't think anything of it. But when I saw money wasn't added to my card, I call the number merchant number on my credit card. I spoke to ***** and she said the company was Venture and she never heard of Clipper Card. I stated that $40 was taken out and was not applied. I gave her clipper card number and my name and she did not see neither. I then called my credit card to dispute transaction but they said they would have to put it through fraud. So I tried to contact clipper via phone number on website 4x. I was 102 caller one time! After long holds, I get a person and then the call drops! on the automative call, it states I have 2 $40 to be picked up- I don't know where and how to get it. I went to the Ferry **** in the city (2 days ago) but the representative stated they are 3rd party seller. I sent Email at ******************************** (per their website) and no answer. I tried calling again this morning and again after 1hr wait, the phone cuts off. I cancelled card with reference #********* but I'm afraid they will charge my credit card again. I can't cancel my card online. please rectify this. Thank you

  • Initial Complaint

    Date:06/09/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Applied and was approved for a Clipper Start Program on November 11, 2024. I have a text message stating my approval and that I will receive a new card in 3 weeks. I have emailed 4 separate times and called 5 different times. I have yet to receive my card and each email or phone call, I am told a card will be sent to me within 3 weeks. It has been 7 months and this is unacceptable for a program to help ********** working class individuals/ families.

  • Initial Complaint

    Date:05/29/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I applied to Clipper Start Program and was approved - the card was shipped out on April 25th. After over a month, I still have not received the card hence I wanted to request a replacement to be shipped to me. Tried to contact the office 3 times over the past weeks - no one was answering the hotline. I left voice mail with my contact info each time and sent in a follow-up email - still no response. Researched online - no one has successfully heard back from Clipper *********************** Yes we may be ********** population, but we do deserve some basic respect. Thank you.

    Business Response

    Date: 06/12/2025

    Hello, we are sorry for any inconvenience this may have caused we reached out via email to you May 30, 2025, and advised replacement was being shipped. Shipment date was 6/1/2025. Per our records the card has been received and is being used.  

  • Initial Complaint

    Date:05/13/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Please refer to the following letter I sent to the Clipper Card.Dear Clipper Card Customer Service,Im writing to follow up on a refund I was promised but have not yet received.I reported my transit card lost on March 30, but it wasnt blocked until March 31, during which time an unauthorized charge of $20.55 occurred. On April 18, a customer service representative confirmed I would be refunded for this charge. However, the refund has not been ************, I called customer service three times to follow up. Not only was the issue unresolved, but I also experienced unhelpful service. Additionally, I was not transferred to the post-call survey line as promised, which prevented me from providing feedback about my experience.I respectfully request that the $20.55 refund be issued immediately and that your customer service and feedback processes be reviewed.Please confirm receipt of this complaint and provide an update regarding the refund status.This message has also been submitted to the Better Business Bureau for record-keeping and follow-up.Sincerely,****** ******** [Lost Registered Clipper Card **********, Replacement Card **********][Phone Number **********][Email Address ****************************]CC: Better Business Bureau

    Business Response

    Date: 05/27/2025

    I was finally able to reach patron after numerous attempts as well as leaving voicemails, today 5/27/25 at 11:36am I spoke with patron and advised a refund has been submitted for processing 5/22/25 and can take up to 30 days in which it will be added back to the Clipper Card.

    Customer Answer

    Date: 06/02/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ******** and will accept the resolution.
    However, I would like to clarify that the statement claiming numerous attempts were made to contact me is inaccuratethere were five attempts in total. More importantly, I had to call customer service multiple times myself before any progress was made. Its still unclear why the refund process wasnt handled correctly from the beginning.
    Although the issue is now being resolved, the experience overall was frustrating and disappointing due to poor communication and support. I hope ClipperCard will take steps to improve the customer service experience for others in the future.

    ****** ********

  • Initial Complaint

    Date:05/12/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 23, 2025, I purchased two $20 clipper cards on online via the clipper website. After realizing I could not use the cards for 5 to 7 days until they were active, I called the clippercustomer service department and canceled them immediately. I have two cancellation numbers for each of the $20 transactions I have listed them below. As of this date, 12, 2025, I have only been refunded for one of those $20 transactions. I have called on April 25 and again on April 29, both times I was told by **************** I would be getting a call back the status. I have never received a callback nor have I received the $20 they are holding of my money. I wish to get a refund immediately for this money. They have been holding since April 23.

    Customer Answer

    Date: 05/12/2025

    On April 23, 2025, I purchased two $20 clipper cards on online. After realizing I could not use the cards for 5 to 7 days until they were active, I called the clipper customer service department and canceled them immediately. I have two cancellation numbers for each of the $20 transactions. They are #******** and ********. As of this date, May 12, 2025, I have only been refunded for one of those $20 transactions. I have called on April 25 and again on April 29, both times I was told by **************** I would be getting a call back with the status. I have never received a callback, nor have I received the $20 they are holding of my money. Whom do I need to speak with to have this done immediately? Thank you so much for your assistance! I can be reached at ************

    Business Response

    Date: 05/20/2025

     I contacted Patron 5/15/2025 at 4:08pm after confirming with *************************** as follows: One of the orders was cancelled but the other order was actually fulfilled and patron tagged clipper card, and funds were added to the card. I also walked patron through her travel history in detail advising when funds were added and in which she used to travel. (Per her travel history) This has been resolved via myself and patron. Incident number 234104056

    Customer Answer

    Date: 05/21/2025

    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.

    Sincerely,

    ******* ******

  • Initial Complaint

    Date:05/04/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a $60 purchase on ********************** on May 1st at 11:15pm. My purchase hasn't been processed and the funds are have not been added to my clipper card. I could have gotten several tickets from muni fare inspectors May 2nd, 3rd and 4th despite paying because ********************** takes 48 hours to process payments. 1) I want clippercard.con to post the $60 to my card like I paid them to do. 2) I want ********************** to immediately process all payments made by all customers going forward because we live in the year 2025 where the technology does exist that allows merchants to immediately process payments as well as people in the workforce who know how to immediately process payments. If ********************** isn't going to use the technology that exists in 2025 we all might as well downgrade our computers to windows 1995 and pretend as if we are all living in the 1990s.

  • Initial Complaint

    Date:04/23/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I got approved for the Clipper Start Program last year. I never received the card so in December last year I requested a replacement card. Its been almost 4 months, multiple voicemails, emails and I still haven't received a replacement. The customer care *********************** ******************** in the beginning said a few times that they have requested the replacement from "another ***** be sent out and wait ***** days but it hasnt arrived. Now they have completely ghosted me and do not respond to any voicemail or email. There is no way to talk to a real person or escalate the issue. I have filed a ticket with Clipper **************** with ID ********* but they said only Clipper Start can handle this replacement. I also tried applying for a new card recently (4/21) under a different email but the application was denied. I would like a replacement card be issued and sent to my address on file. This is unneccessary harassment of a ********** individual.

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