I posted a review on Trustpilot and received an answer saying you're sorry and asking for details of my situation. My case was already explained in detail by email. The reimbursement request code is NRF03, so you should be able find it in your system. Your customer service might be active 7 days a week, but my last email asking for a confirmation of my reimbursement and a deadline was sent 25 days ago and so far no answer."The instructions we send are the official and correct ones for collecting public transport tickets" - instead of denying in auto pilot what people are writting, you should pay attention to your customer's complaints, because you have things to improve. Believe me when I tell you I tried to follow your PDF instructions in two different metro stations and talked to multiple metro staff, plus the staff from the tourism office. The screen of the machines in the metro didn't correspond to your PDF, it wasn't possible to get the tickets, and some of the staff confirmed to me that those instructions wouldn't work with any of the metro machines. Again, instead of saying "it works", please send an employee to the metro station of Milan and try… you will see it doesn't.Regarding the communication, during my struggle of not being able to obtain my tickets (that I had already paid for), I tried to find a phone number on your website where I bought them. Because it was a time-sensitive problem, it requireed a quick solution - I'm in the middle of my trip, inside the metro station, I believe you'll agree that I cannot wait for days for an email answer (my last email to you was 25 days ago and I still didn't receive an answer to it, as I mentionned previously). So I needed to talk to you by phone, but you don't provide a number.If you perform my reimbursement process, with proper customer support service (that is, good communication and clear information of a deadline) and show me proof your conetpass system works in Milan, I'm happy to edit my complaint, say it was a missunderstanding and apologize. But just telling me "I was confused and your system works perfectly", while I was there and I know firsthand what happened, that's not going to be enough.
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