I recently found fraudulent transactions on my credit card, and it was cancelled and my bank issued me a new one. I thought I had changed the few automatic payments I had set up, but I had overlooked myki. I had my myki set up to automatically top up with credit from my credit card when it fell below $10. Now I’m stuck in a bureaucratic nightmare of having a blocked myki card that will take days to fix. In the meantime I have to buy Metcards.
Myki tried to obtain payment from the credit card that was stored in my online myki account. That card has been cancelled so of course the process failed. I was alerted by an email:
Your myki money balance has reached the minimum threshold you set previously. However, auto top up was unable to be processed due to your bank account or credit card details not being verified by your bank. As a result, your myki has been temporarily suspended and is not valid for travel.
Fair enough I suppose, but harsh in that it does not allow me to use the remaining credit on my myki account.
What happens when you make a payment to myki online via a credit card is that myki advances into your account credit equal to the amount of the requested payment BEFORE it receives that payment from your bank. So myki advanced me $50 credit, then failed when it tried to recoup that $50 from my cancelled credit card. It therefore had to block my card to stop me using the credit that it had advanced me.
Then the email says:
Please call us on call 13 6954 (13 myki) between 6am and 12 midnight, 7 days a week, to confirm your bank account or credit card details and complete the transaction.
This is ridiculous. Why can’t I simply log in, add my new card details and make a manual payment to complete the transaction and unblock my card? The myki system does not allow this because it was designed by morons. I called the number to find out the situation is even more complicated and less helpful than the email reveals.
I was not allowed to provide the details over the phone to complete the transaction and get my card unblocked. The email is therefore misleading. I was told that my online account would be frozen for approximately 24 hours, after which I could log on and add my new card and make a payment. But that would only deal with the payment.
Unblocking a myki card is another matter. To unblock it I would have to post my card into the myki head office so they could swipe it through their machine to unblock it. I have to wait for my card to be sent back in the post over the new year, which will take days. The email says nothing about this.
Myki staff claim that unblocking cannot be done electronically or remotely. I simply don’t believe them. If they can block a card automatically then surely it can be undone in the same manner.
Even if this is a genuine technical flaw, why can’t they have an office in the CBD where you can go to have it processed on the spot? I was told that, when myki is ‘fully implemented’, this may be ‘a possibility’. This is simply unacceptable.
They’ve known about this problem for over a year and a half, as other customers and organisations have reported the same business process error: Anthony Agius (May 2010), Tonyw (February 2011), Grinning cat (April 2011) and the PTUA (July 2011).
Why has this obvious and simple problem not been fixed? How can such incompetence be tolerated and perpetuated?