Clipper Card 4+

I thought this was a great idea, so that I wouldn’t have to remember to bring my physical card all the time. And it worked well for several months. Until it didn’t. About a month ago, it hadn’t processed me swiping off. I tried calling but with the long wait times, I figured I would let it go, the $5 I didn’t get back on my card didn’t seem worth hours on the phone. And now, my card is blocked even though it has enough funds. No reason given. There is no information, and the app seems to have deleted everything - when I try to access my profile, I get a blank screen. And of course customer service is closed due to the holidays - which is exactly when it’s the most relevant with ride share services likely to have surge pricing. Frustrating and disappointing.

The user interface is terrible. The Home screen should have your cards. Deleting blocked or unused card should be easily accessible, like how its easily it is to get autopay set up. I’ve never used your trip tool. The settings menu is ok, but you still don’t have an option to DELETE unused cards. Your frequently asked questions? The first two questions Are about the app I already downloaded on my phone. Who would ask about the features and/or how to download an app that is already downloaded. I just don’t see any of the questions on the frequently asked section ever being useful or commonly asked. Your customer service!!! Oh man it’s trash, I felt like I was annoying someone, I asked “How do I delete my blocked cards?” Their response, “click the 3 dots on the top right corner, and it will give you the option to deregister your card” There isn’t three dots on the top right corner anywhere on this app. Lets say you want to add a plastic card you currently have to your wallet, the obvious procedure would be the ones taken for registering the card, and then add the option to autopay. This app wants you to set up the payment first, why!!!? If I need to be coached on how to use your app then its Poor UI, I should tap the card BOOM its on my phone, no need for the autopay nonsense until we already have the card on my phone. Good luck with your ventures and I hope it works out

My first problem was when I purchased the monthly pass on Sept 1st, and I was charged $81 three times. Customer service ended refunding the extra charges which apparently takes 30 days to refund.

My second problem happened last Friday (Sept 10th). After I cancelled auto load as I planned on purchasing monthly pass each month. However when I turned OFF auto load, it charged me 30 dollars. I should only be charged the $30 if my auto load is ON and my cash value falls under a certain amount. Clearly this should not have happened as I already have a monthly pass active and I have more than $10 on my Clipper card balance. I called customer service three times and each time they put me on hold to “check something for me” and ended up disconnecting each time. I ended up opening a dispute through my credit card company. It’s just not worth going through Clipper customer service because of their long wait times (anywhere between 15 to 40 minutes) and unreliable call connection. This app has too many bugs that affects my bank account, and is very confusing to use due to bad user experience design choices.