Citi Bike NYC Customer Service Issues

Hello, I'm Junius Wright, a first-time CityBike user. My wife and I rented two bikes on Sunday night from E 60th St York Ave at 9:47 PM. We rode to 122nd and 2nd Ave, covering 8.1 miles in an hour. While my wife successfully docked her bike, I encountered an issue with dock 3. Although I saw a green light, my bike wasn't properly docked. The next morning, I received an email from CityBike notifying me that the bike wasn't docked. I contacted CityBike, and Dinorah provided guidance on the next steps. I returned to 122nd and 2nd Ave, where I faced difficulty re-docking the bike at dock 3. After relocating the bike and successfully docking it 14 hours later, I spoke with Dinorah again, who explained the $[redacted] charge for the extended time. Despite receiving a 50% discount, I am concerned about being charged for a malfunctioning dock. I have photos of the dock and my wife's receipt from that night. Thank you, Junius Wright

On Tuesday, April 16, [redacted], I picked up a bike at S 5 PI & S 5 St in Brooklyn. The brakes didn't work, so I tried to dock it and selected another bike. Even though the triangle lock went in, there was no green light or sound indicating successful docking. The app showed I was still on a ride with the clock running. After contacting customer service, I was advised to leave the bike for a technician to fix the docking issue. I then picked up another bike for my intended ride, as reflected in my ride history. However, I was surprised to see a charge of $56.00 for a 3-hour ride on the bike I had tried to dock. I never left S 5 PI & S 5 St with that bike, as evidenced by the ride details and history. I followed the customer service instructions, hoping the ride would be paused and I wouldn't be charged. Please refund the $56.00 to my credit card promptly. Best regards, Nikolai R.

On Sunday, October 6th, while in Brooklyn, my wife and I both downloaded your Citi Bikes app on our iPhones to set up accounts. Despite my wife, Maura Goldstein, being able to unlock a bike, I, Ronald L Goldstein, encountered issues and couldn't unlock one. After struggling, we had to return her bike to the stand. Could you please check your records to verify this and investigate why I couldn't use the app to unlock a bike? My email is [redacted] and my phone number is [redacted]. Thank you!

On July 7th, I completed my ride as usual. Upon locking the bike, I heard the usual sound and saw the bike lock. The following day, I received an email from Citi Bike with a $3.50 USD charge that I thought was just a receipt. However, a few days later, when I tried to use a bike again, I noticed a $[redacted] charge on my account for 25 hours of bike riding, but zero miles. An agent responded the next day, stating that I needed to return to the station to properly lock the bike, a week after the initial ride. Thankfully, they didn't withdraw the money from my account, but now I have a block on my account due to the charge. Despite my attempts to reach out for help, Citi Bike has not responded to any of my inquiries to resolve this issue, which was actually caused by their station's malfunction.

On June 19, [redacted], I visited Governor's Island with my wife. I have been a Citibike member for over ten years and knew I was entitled to three guest passes per year. Despite never using one before, on the morning of 6/19, I checked my app and found no guest passes available. I reached out to customer service and was advised to reinstall the app, which I did, but the passes remained missing. I proceeded to purchase a day pass for my wife. After contacting customer service for a refund of $16.33, I received two emails suggesting I reinstall the app, but the issue persisted. Customer service informed me that their technical team was addressing the problem. Two months later, the guest passes and refund are still missing. Any assistance would be appreciated. - Martin F.

I was charged $[redacted] for a bike that I couldn't dock due to a wire issue. After a 30-minute live chat and following all instructions, I was reassured by the online representative that I wouldn't be held responsible for the bike. He even paused the bike so I could use another one without extra charges. However, despite his assurance, I ended up being charged and my account got locked for the missing bike. I have evidence of the chat and am prepared to dispute the charges. It's frustrating how the resolution provided was not honored, and now I have to deal with this issue.

Hello, I have been a Citibike member since March [redacted]. I have been renewing my $5.00 a month membership with my Medicaid card. I am trying to renew it again, but my membership is not being processed even though I submitted the required documents. Despite taking and sharing photos of the necessary documents from the HRA site, Citibike informed me that my documents are not sufficient. I am unsure what changes are needed. Your assistance would be greatly appreciated. Thank you. - Sur Andre B.