Reviews

This profile includes reviews for Presto - A Division of Metrolinx (Toronto & Hamilton)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Presto - A Division of Metrolinx (Toronto & Hamilton)

  PO Box 1051 Thorold, ON L2V 5A8

• 

  Presto - A Division of Metrolinx (Toronto & Hamilton)

  901 - 20 Bay St Toronto, ON M5J 2N8

Review Details

• Review fromalka a

  Date: 24/10/2024

  1 star
  * ***** **** **** ** * ****** Three months ago, an error in presto system may have prevented my card load from going through. Today, my card unexpectedly showed a negative $25 balance, amount that did not go through 3 months ago was deducted without any notification. This surprise left me stranded on a crowded bus without an alternative means to pay. As many other said there is no way you can connect Presto when you need it most. All my transit I kep thinking what went wrong as I had sufficint funds for the entire month. Please improve how technical issues are managed to avoid unexpected charges and better inform users. When I called the customer service ..it is a simple "sorry for any inconvenience" does not help. I am looking for another option and do not want to use presto at all as do not use any other transit other than TTC *** *** ** ** ****** *** ** ***** **** ** ** pay a substantial amount to city transit. This was a very frustrating experience. **** ********** *** lack of proper communication.

• Review fromScott A

  Date: 07/06/2024

  1 star

  Scott A

  Date: 07/06/2024

  It appears that Presto has no investment in customer service or any motivation to operate in an effective/efficient manner. It’s astounding how many parts of what could be such a simple system, fail to operate efficiently or effectively. And when there are questions to be answered or clarifications required it is a gauntlet of poorly designed AI chat bots and a telephone system that offers no direct access to speak with someone. The system directs choices selected in ways that seem to go around in circles. My problem which I imagine easy to solve turned into the kind of scenario that only increases stress and gets no closer to resolution. How could the system owners be awarded this contract with no requirement for accountability? My basic problems were 1. Lost card. Only manageable through the website? I cancelled that way. Choose to transfer my amount left on my card to a newly purchased card. Which cannot be purchased at the TTC stations without adding a credit? So, I purchase with a credit only to find out that my new card initialization has an error that will freeze it for 24hours? What? And when, the next day I attempt to add it to my account, it goes through the whole process only to say there is an error again that will freeze my card and a confirmation email that says things are all set up??? What?? And how in this age of technology do any transactions outside of banking, take 4-7 hours and 24 hours??? How can I access the funds sitting and waiting for transfer while my card is on hold? How can I add any amount to my card so I can use it to carry me through the waiting period. *** *** *** ****** *** **** *** ***** ** ************ **** ** ******* ***** *********** It appears that the Presto position is so well entrenched that it is beyond considering the customers it priports to serve.

  Presto - A Division of Metrolinx (Toronto & Hamilton)

  Date: 27/06/2024

  Dear ***** *******,

  Thank you for your feedback on your challenges when transferring your PRESTO credits. I am sorry to hear about your experience, and I understand how frustrating it must have been.

  If you’ve lost your PRESTO card or are looking to transfer the balance to a new one, you can do so using our self-serve PRESTO app. To learn more about transferring your balance, please click on the link below:

  https:/********************************************

  Regarding your feedback on the account not being accessible for the transfer, there could be many reasons, such as your initial card being cancelled before the transfer or an incorrect card number.

  Should you wish to speak with me to discuss this further, please provide me with a suitable time and contact number to reach you.

  Alternately, you can contact ###-###-####, or fill out a webform at ****************, with your concerns.

  That said, we’re eager to improve our services and connect communities better than ever; as such, I have taken the opportunity to document your feedback.

  Thank you for allowing me to address this matter.

  Regards,
  Customer Relations, Customer Care
  Metrolinx
  ** *** ****** * ******* * ******* * *** ***
  
  

  
  

• Review fromJeffery W

  Date: 06/03/2024

  1 star
  I attempted to delete my Presto account and personal information but was informed by a polite customer service agent that Presto does allow for personal accounts or information to be deleted, ***** * ** *** **** **** ** **** ** ****** Regardless, refusing to delete a personal account ** ****** I was able to at least change my personal information to gibberish and swap out my email address for a 5 minute temporary email.

• Review fromMELISSA W

  Date: 29/12/2023

  1 star

  MELISSA W

  Date: 29/12/2023

  The Presto system is complete *******! I can't tell you how many times I've had to micromanage their system and call them for assistance. I set up autopay to AVOID babysitting what should be a seamless transaction. Even with autopay, their system likes to cause that to be removed without me making that request, or better yet their system says the transaction was declined by my financial institution which is false. All the customer care rep's are unhelpful when it comes to this same issue over and over again. Therefore it's a system issue that needs changed ASAP!

  Presto - A Division of Metrolinx (Toronto & Hamilton)

  Date: 19/01/2024

  Thank you for the feedback on our autoload feature. We have reached out to the reviewer directly to try to better assist them with any challenges they are facing using PRESTO.

• Review fromJ

  Date: 01/12/2023

  1 star

  J

  Date: 01/12/2023

  ** ** ***** for them to not have any options regarding what credit card/payment method is on your profile? There's no way to check whatsoever, not even to get a "yes" or "no" answer to whether any card is on file, period. They claim it's for "financial security". Shouldn't I have the right to know what info they have, and to be able to change or remove it?

  Presto - A Division of Metrolinx (Toronto & Hamilton)

  Date: 27/12/2023

  Banking/card information is not available to our Contact Centre staff for the security and protection of customer financial data. If a customer has a PRESTO account and set up saved payment, the last four digits of the card currently set up are provided and can be viewed when securely logged into their account.       

  J

  Date: 05/01/2024

  I've spoken with three customer service reps and they all have told me there is no possible way to check my own saved payment information. I've clicked around myself and have yet to find it anywhere in my profile. I asked all three of them what the Saved Payment page is for and they all just say there is no way for me or them to check. If three customer service reps and my ability to navigate your app have all failed me, please provide detailed instructions as to where I can find my payment info. My specific issue has been that I every time I try to add my new credit card for autopay, I get an error message, regardless of what browser/computer/phone I use. I've been trying to confirm if it's actually going through, as per your own customer service reps' advice, but then they all tell me there is nowhere to actually do that and I have to just wait for my card to either autopay or not.

• Review fromCarl M

  Date: 07/09/2023

  1 star
  Presto - Metrolinx concerning their refund policies, which I find to be both outdated and **************. Presto - Metrolinx's current refund procedures present several significant issues that need urgent attention: Physical Form Requirement: Presto - Metrolinx insists on customers sending a physical form via mail for lost card refunds, with no coverage for postage costs. This requirement is impractical and costly for customers. Limited Refund Options: The company does not offer refund options for virtual Presto cards, **********, ***** or E-transfer unless customers submit a physical form. In today's digital age, this lack of digital refund alternatives is unreasonable and inconvenient. Inflexible Verification Process: Presto - Metrolinx's refusal to accept verification documents, such as photos of missing cards, via email further complicates the refund process and limits customers' choices. The existing refund process creates an undue burden on customers, especially those who may not have access to personal computers or smartphones. **** ********* ** *** **** ****** *** ***** *********** ** ** ********* ** ***** *** ******* ********** * ************ ******* *** ****** ******** ******** ********** ** ********** ***** ********* I urge Presto - Metrolinx to implement a more accessible and modern refund system for all Canadians, regardless of the type of Presto card they hold. Specifically, I propose: Digital Refund Options: Presto should provide digital alternatives for refunds, accessible through the Presto App, email, and phone. Cover Postage Costs, Streamlined Verification: Simplify the verification process by accepting essential documents, including photos of missing cards, via email. Failure to make these necessary changes *** **** inconveniences customers *** **** *** ** ** ********* ** **** ******** ********** * ***** **** *** ****** ******** ****** **** ******** *** * **** ********* ****** ********* ** ****** ** *** ********* *** **** ** ****** *********

• Review fromLynn A

  Date: 10/07/2023

  1 star
  ******* Add your credit card to the account they will double charge you. Phone to reconcile they will hang up on you. VERY obvious this is scripted. You cannot use your account until you pay for trip BUT check your credit statement, it shows you WERE charged. Wish this could be a criminal complaint because if they do this to thousands of people they are ripping off MILLIONS of dollars.

• Review fromAlamrin S

  Date: 31/05/2023

  1 star
  ********* ** *** ***** ******* ***** ******* **** *** ******** Before Metrolinx came on the scene and took over ** *******, I paid a reasonable fare to travel to the downtown core for work. We had a monthly pass that allowed the holder to take another person for free on weekends. Now with Presto, there's no such thing as free. It costs $6 just to purchase a card before loading it. Then we have them working on the Eglinton crosstown LRT which has been delayed. I'm surprised the government is allowing them to get away with delays. I live in Mississauga and now we have Metrolinx building an LRT running north to south. As if Mississauga doesn't have a great transit system already. While the world is building Bullit trains, we're building toy trains. **** **** ** **** **** ********* ******* ** ******* ***** ******* **** ********* *********

• Review fromYing W

  Date: 25/07/2022

  1 star
  On July 22, I take Go train in Toronto Union station to Oshawa station, then Take 88 Go Bus in Oshawa station to the intersection of Bloor and Simcoe in Oshawa, the I take local bus 901 to home. On this whole trip, I tapped my presto card in Toronto union station, oshawa go train station and 901 bus. So, the trip is evident, but I am overcharged by Go transit, saying Tapping off not detected. My conclusion is either the presto card is not smart enough to show the trip to every transit involved, or the human ignorance about the clear evidence of the trip destination. I had similar problem before and it's very difficult to get refunding by calling again and again.