ComplaintsforSepta

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I live in Wildwood nj and my friend and I came to city today for his eye doctor appt at ***** ***! We both lived in Philly until the last couple of years! We have always had septa cards because our doctors are in Philly! We stayed at my friends house in Philly as he had Dr appts today and we used our Septa cards and the lady on bus said they expired but allowed us on anyway! After appt we went to Seota at 12-13th and market to get new cards since we were in town. There was one customers gettin a picture and no one waiting! We walked over to the three ignorant people who were busy laughing and advised them what happened today and wanted to get new cards! We were asked if we had appt and I advised I didn’t know one was necessary as we didn’t live in Philly and were denied even though no one was waiting and I said we may have trouble getting bus as our cards were expired and told that’s your problem in a very rude manner! My friend is 78 and I am 75 and I want Seota to know about this before I go to Action News and advise that Seota does not care about seniors! Sincerely *******************************

  Business response

  06/21/2023

  We've reached out to *****************, and first off apologized for her bad experience.  Then proceed to ask her for more information, date and times so we could better respond to the issues presented.  After receiving this information, we were able to explain to ****************** our processes and how we are working to do things better.  We informed her that the podium staff will be retrained on proper etiquette when dealing with customers.  We also explained to ****************** that even though appointments are not required they are very much welcomed.  ****************** said she doesn't come to the city that much but when she does, she needs to get around.  We informed her that we will have one of the managers reach out to her before Wednesday of next week and we will schedule her for an appointment for September.
  
  **************** was very satisfied with the call and thanked us for the time.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Monday, May 1, 2023, Septa stole money from my Septa Key Travel Wallet and I can prove it. Since October of 2022, I noticed that there were several times where my Septa Key Wallet had a negative balance, even though I always swipe in and out of my trips. Since November of last year, I've filmed every time I swipe so I can prove that the problem wasn't me. Monday, I bought my trail pass for zone 2 like I always do and swiped my card. I've attached screenshots from the videos I filmed that day of me swiping during my commute to work. Septa took money from my travel wallet even though I had a trail pass for the correct zone (I've been taking this for years). I called to talk to someone at Septa and they claimed a manager would call me back. No one called me back. They said I'd have my money returned by Wednesday but until then I had to put more money on my keycard so I could use my trail pass, basically so they could take more money from me. I see that in their complaint description that they said I swiped my card at :6:50 AM but bought the pass at 6:52, but I know I purchased the pass before swiping. If you look at Septa's own history of my orders, THEIR OWN SYSTEM says I bought this pass at 5:52 that morning, not 6:52.This has never happened to me before and I now have proof that they stole money from me and are trying to lie about it. I want the money they stole from me refunded.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I'm at the ************** and *** **** bus stop, it's 1:32 the ******** shows up. I'm standing by the sign the bus blows right past me even though I was staring at the driver. Im going to be late for work now.

• Initial Complaint

  04/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Until recently, I have been able to access my septa key card account from my mobile phone browser or the septa app on my phone. All of a sudden I can only access my account via a desktop computer. If I try to access my account via the two methods listed above, it locks my account and says I must re-set my password. There was never an issue with my account security. I called the key Card customer service and was informed there was no technical support for Key Cards and that if I need to add money or make changes to my account in a pinch I have to find a desktop computer. This creates a hassle because what if I am not near a septa station and I need to load money onto my card to get a ride to a destination? Am I now stranded as I am sure the drivers will not allow me to take rides without proper fare.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have no dates because it happens far too frequently. Trolley and bus drivers ride past paying customers because they don't want to miss the light or just don't want to for whatever reason They come late and ride right past you, we're talked to in a reckless manner and treated so rudely and nothing is ever done about it. Supervisors and Septa police do not help because they are on the septa driver side right or wrong. We are paying customers and there is no one to hold workers accountable for their unacceptable behavior. I know this complaint is in vain and If this treatment continues with no accountability and/or consequences I will be forced to take legal action because enough is enough. I hope septa sees these complaints but I doubt if anyone cares. For reference, I catch the trolley 5 days a week to and from work so I use it enough to notice a pattern of disrespect in certain types of neighborhoods. Unacceptable and it should not be inconsequential

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Everyday I’m late for work or I am late picking my children from school everyday this week every one of the vehicles that’s scheduled to come at a certain time their always late, like right now I’ve been waiting for the blue line for over 20min and it’s scheduled to come at 11:30 and 11:45 it has not showed up and it after 12 midnight

• Initial Complaint

  11/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Bus number **84 number 25 around 12:45pm.. the bus driver was trying to leave the depot but he couldn't leave nowhere because it was a red light and as I was about to tap on the door he had told me no more people in it's still plenty of space I should be able to enter and he just left me there if I try to answer the bus like three times. It did a hand gesture across the neck thing no I can't come in. But I'm right there at the bus sign.!! And it was at bridge section the last stop but number 25 ******* American male. This is not the only bus it's been over several times this happened to me so I'm fed up now and I want to file a complaint I hope this grievance goes through properly and I understand he has family I wouldn't want him to lose his job. But to acknowledge that people count such as myself ************************* address ************************. I know he has a family but I hope that he I wouldn't use the word punish more childish but I hope he's more aware that's better said right there and I received better service I appreciate you guys hope this goes all the way to the director of Happy thank you and have a blessed day. And one other request you know my name it wouldn't hurt to have a prayer set for me thank you do you love you bye.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Septa *************** Train Service Issues I have now been abandoned by Septa more than twice in the last two weeks. Due to supposed ************ issues, Septa has been suspending service on this line without timely notice. This past Saturday was the worst incident of several over the past several weeks. On my way to *************** in Philadelphia I checked the Septa App for my train status. It showed three upcoming trains all scheduled as "On time". A few minutes later when I arrived at the station, the board said the service was suspended, while the app was still saying they were on time. Several of us who were going to various stops along that line asked the customer service rep if they had bus service to replace the suspend train service. In a rude and unfriendly way she told us we could get the *** bus for for farther destinations on that route or the ** bus for closer ones. When we checked those bus schedules, the service on those lines had already ended between 5 and 6pm. It was currently around 7pm. **** and **** were charging about $100 for a ride to my destination which was not doable. I had to scramble to figure out what to do. Finally, I took the El-subway line to ***********, then the Norristown High Speed Line to *********, and then got a **** ride for $26 to Berwyn from there. It took me till 10pm to get home (almost 3 hours!). Outrageous!Two weeks before, on a Wednesday evening at the end of rush hour, they claimed the same problem. Told us that there were buses waiting for us at ********* to complete our journey, dropped us off there and left. There were no buses waiting. Another Septa rep who was there called someone within Setpa and told us they were trying to get a bus. We waited about 45 minutes until a bus arrived and took us to our stops.Septa representatives are mostly rude and give misleading or blatantly false information. When a systemic problem occurs this just makes the problem worse,. This is horrible and has to change.

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  9/18/22. Waited for the ** bus at ******** Philadelphia at 115am. The bus came and front sign on the bus read ***** and ******  via Airport. That's the destination I wanted. The bus proceeded to Chester transportation center and the driver said, last stop. I said the sign says ***** and ******. He said they forgot to change it and the bus is at 215am. He noticed the sign on the side said Chester transportation, didn't you see it. I said no, the bus is coming at me and the sign said ***** and ******. Why would I look at the side. Driver said, didn't you hear me tell the customer ahead of me that this bus was going to Chester? I'm sorry I wasn't listening to that conversation. OH well, there goes an hour wasted because someone's incompetence. Of no one is to blame. I'll just get home at 310am instead of 210am. Thanks again!!!!

• Initial Complaint

  09/15/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Train to airport was more than 15 min late due to lack of conductor. . **** *********************** is late every day for 6:15 train from 30th train station for more than 10-15 min. Every single day!

*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. ↩