I recently tried to top my Myki card at the machine , using cash which was a bit of a rookie error it seems! The machine took the cash , could not read it , did not give it back and did not top up my Myki!
I tried to contact someone at the station regarding this issue , and they said I would need a receipt after I explained it did not give me one. The person behind the ticket booth said I would have to contact customer services via the phone
Step 1 ) tried to call 1800 800 007 (6am – midnight daily ) , go through to an agent explained the issue , she said she would take down my details and raise a case , she put me on hold , then the line cut out 🙂
Step 2 ) Retry a call and resubmit the case , I have to explain the location of the machine , I took a photo of it , as the lady at the station booth couldn’t give me an identifier for it
Glady they accepted my dispute and offered to either refund the money or credit my Myki which I did the latter
|PTV has received your request to reimburse a myki pass on your myki card xxxxxx registered to xxxxxx|
|We have processed your request and $50.00 will be credited as myki money to your nominated myki card. The reimbursed amount will become available for use after your next touch on. Please note, if you do not touch on within the next 30 days, the reimbursed amount will be suspended and may not be available for use for at least 24 hours after your next touch on.|
|We apologise for any inconvenience this may have caused you. If you require further information, please call PTV on 1800 800 007 (6am – midnight daily), and quote the above reference number.|
|PTV Customer Care.|
Thank you for contacting Public Transport Victoria.
We write in response to feedback we received, reference number SR xxxxxxxRS, regarding your myki cash top up.
Upon investigation we advise the $50.00 cash transaction requested on xxxxx at xxxxx was unsuccessful on your myki due to the note system error.
We wish to advise we have requested a reimbursement of $50.00 on your myki, card number xxxxxxx.
Please allow upto 24 hours for the funds to be available at your next touch on.
We thank you for your understanding in this matter.