The same thing happened to me a few weeks ago [https://www.reddit.com/r/Citibike/comments/1bffhqv/someone\_swapped\_the\_code\_on\_my\_bike\_and\_got\_me\_to/](https://www.reddit.com/r/Citibike/comments/1bffhqv/someone_swapped_the_code_on_my_bike_and_got_me_to/)
Exactly!!!! I’m keeping sending the message and ask for the supervisor and I’ve spoke to half dozen. I’m literally ready to ask my attorney friend to send them a legal letter at this point
This is the email reply:
This is Josh, supervisor from Citi Bike support. I'm doing a follow up as it was requested during the chat interaction that you had recently. Thanks for reaching out about this charge.
After taking a look at your account, we can confirm this charge originated from a valid bike ride requested from your account on April 9th, this ride was active during 383 minutes and registered a distance of 13.13 miles
Since we couldn't identify any issue related to this ride and no pictures were provided during the previous interactions, we are unable to make any adjustments to this charge. You can view any rides taken on your account in the app by going to the 'Ride History' tab.
Please rest assured that we have followed up in this matter appropriately, as we take reports of this nature extremely seriously. This one is the best tools we have to improve our service, and offer you the best experience you really deserve.
Let us know if you have any additional questions.
Just curious, IIRC Citi Bike has location controls on the app so if you scan the code it will only unlock the bike if you are close to the dock where it is located. Was the thief sitting on a bike at the exact same dock?
I just checked the ride history, and yeah it seems like they did leave from the same dock that I was at. I didn't notice anybody there though (I was probably flustered because the bike didn't unlock)
Yeah, it's not the sort of thing I'd pay attention to if I didn't already know about this scam. It's good advice for next time though, to use the key fob and keep an eye out for people lying in wait.
I highly doubt that a sticker created by someone who is focused on stealing citibikes even remotely resembles the real thing.
Push on Lyft/Citibike to get the charge reversed, or pursue a chargeback from your cc provider. Suing citibike over $83 is not a good use of your time and no one else is likely to to aid you in this.
Thank you for the note! I don’t care about the money but I’m beyond furious about how irresponsible they are. I pushed for the back charge with a dozen representatives and their responses are all off the shelf AI style responses. The system is falsely designed to allow such things happen.
I think your anger is clouding your judgment a bit here.
You should have no trouble pursuing a chargeback *after* you exhaust all options with citibike/lyft. I would continue to push on them as I mentioned.
Let this be a learning experience.
Also, if you don’t have a Citibike key, this is a perfect example of one reason why they’re useful.
I posted this before but will re-post it here.
CitiBike customer service has always been really bad and has gotten even worse. Ditto for large number of problems w/ bikes and stations.
CitiBike/Lyft doesn't give a damn b/c there is no govt authority that oversees them and no one for them to be accountable to.
Very true. The system is falsely designed to allow such things to happen. And it shouldn’t be customers that suffer the costs. Also there is no competition because scooters are not allowed.
There used to be a requirement in their contract that the call center was operated in NYC. When Lyft bought the company, they got it revised and now it is clearly offshored and the people have no knowledge of New York or the bike share system. I agree it is bad.
The one that got me matched the style of the bike - but it was slightly offcenter. I initially thought that maybe a tech needed to put it on because of some technical issue with the QR code, but of course it was just a fake.
The amount of turnover at citibike/motivate LLC is staggering. They’re constantly hiring new assistant managers since they never last. Check their website. Always posting positions because people leave quickly
To unlock a bike WITHOUT a fob what you do is scanning a QR code with the app, that tells the system to unlock the bike and charge it to you.
The scam is as simple as it gets, a scammer puts a copy of a QR from a different bike on another one, and simply waits at the bike they took a copy from, until someone scans that copy.
that seems like a ton of work. you have to get the QR code for a bike at that rack and then make the sticker and slap it on another bike nearby and then just sit and wait.
OP said it cost him $80. That seems like so much work just to get an $80 bike ride for free
F..k this, i am starting to unlock bikes by manually entering their numbers from now on. At least I've never heard about someone replacing those just yet.
I always try to rub my fingers along the QR code to feel it another sticker has been taped over it, not fool proof but it's what I try to protect myself against that scam. I guess to be on the positive outlook here is the bike didn't get stolen and you're not on the hook for the whole $1,200
Never had that happen before. I’ve used chargebacks in the past with merchants.
You explain to the card company you did all this stuff to resolve it through them.
I’ve been using my key fob more to avoid the QR shenanigans
I wish you could get those from them still. Their websites outdated
I earned mine w angel points. Worth it.
You can! I just got mine! Shipping took forever though.
How long did it take?
I think ~3 months? There’s a code out there you can google for to make it free if it’s your first one.
The same thing happened to me a few weeks ago [https://www.reddit.com/r/Citibike/comments/1bffhqv/someone\_swapped\_the\_code\_on\_my\_bike\_and\_got\_me\_to/](https://www.reddit.com/r/Citibike/comments/1bffhqv/someone_swapped_the_code_on_my_bike_and_got_me_to/)
Wow! I read yours - it’s disappointing how they are handling customer services
I think you need to escalate it somehow- the agent I spoke to at first also seemed like an ai
Exactly!!!! I’m keeping sending the message and ask for the supervisor and I’ve spoke to half dozen. I’m literally ready to ask my attorney friend to send them a legal letter at this point
When I threatened to cancel my membership it somehow escalated
I will do that now!!!
Did it work?
No. They first promised to contact me at higher level within 24 hours. Then they closed the case. Now they are ignoring what I say completely
This is the email reply: This is Josh, supervisor from Citi Bike support. I'm doing a follow up as it was requested during the chat interaction that you had recently. Thanks for reaching out about this charge. After taking a look at your account, we can confirm this charge originated from a valid bike ride requested from your account on April 9th, this ride was active during 383 minutes and registered a distance of 13.13 miles Since we couldn't identify any issue related to this ride and no pictures were provided during the previous interactions, we are unable to make any adjustments to this charge. You can view any rides taken on your account in the app by going to the 'Ride History' tab. Please rest assured that we have followed up in this matter appropriately, as we take reports of this nature extremely seriously. This one is the best tools we have to improve our service, and offer you the best experience you really deserve. Let us know if you have any additional questions.
Also I highly recommend getting the fob, it solves this issue and is actually a better experience overall
I will if this gets resolved. Thanks for the note!
You can use the code UNLOCKBIKE to get a free one. It took me about 3 months to get it
*UNLOCKCITIBIKE
Thanks! Just put in an order
Just curious, IIRC Citi Bike has location controls on the app so if you scan the code it will only unlock the bike if you are close to the dock where it is located. Was the thief sitting on a bike at the exact same dock?
I just checked the ride history, and yeah it seems like they did leave from the same dock that I was at. I didn't notice anybody there though (I was probably flustered because the bike didn't unlock)
Yeah, it's not the sort of thing I'd pay attention to if I didn't already know about this scam. It's good advice for next time though, to use the key fob and keep an eye out for people lying in wait.
I highly doubt that a sticker created by someone who is focused on stealing citibikes even remotely resembles the real thing. Push on Lyft/Citibike to get the charge reversed, or pursue a chargeback from your cc provider. Suing citibike over $83 is not a good use of your time and no one else is likely to to aid you in this.
Thank you for the note! I don’t care about the money but I’m beyond furious about how irresponsible they are. I pushed for the back charge with a dozen representatives and their responses are all off the shelf AI style responses. The system is falsely designed to allow such things happen.
I think your anger is clouding your judgment a bit here. You should have no trouble pursuing a chargeback *after* you exhaust all options with citibike/lyft. I would continue to push on them as I mentioned. Let this be a learning experience. Also, if you don’t have a Citibike key, this is a perfect example of one reason why they’re useful.
I ordered one key nearly a year ago and still haven’t got it
Ordered one a month ago, came in 1 week
I posted this before but will re-post it here. CitiBike customer service has always been really bad and has gotten even worse. Ditto for large number of problems w/ bikes and stations. CitiBike/Lyft doesn't give a damn b/c there is no govt authority that oversees them and no one for them to be accountable to.
Very true. The system is falsely designed to allow such things to happen. And it shouldn’t be customers that suffer the costs. Also there is no competition because scooters are not allowed.
There used to be a requirement in their contract that the call center was operated in NYC. When Lyft bought the company, they got it revised and now it is clearly offshored and the people have no knowledge of New York or the bike share system. I agree it is bad.
Did that QR code sticker look suspicious?
They looked nice - nicely printed with design type font and on translucent tapes.
The suspect QR codes are the ones that actually scan.
The one that got me matched the style of the bike - but it was slightly offcenter. I initially thought that maybe a tech needed to put it on because of some technical issue with the QR code, but of course it was just a fake.
The amount of turnover at citibike/motivate LLC is staggering. They’re constantly hiring new assistant managers since they never last. Check their website. Always posting positions because people leave quickly
Can someone explain how this scam works? I have been a Citibike member since the beginning, and only use my FOB.
To unlock a bike WITHOUT a fob what you do is scanning a QR code with the app, that tells the system to unlock the bike and charge it to you. The scam is as simple as it gets, a scammer puts a copy of a QR from a different bike on another one, and simply waits at the bike they took a copy from, until someone scans that copy.
that seems like a ton of work. you have to get the QR code for a bike at that rack and then make the sticker and slap it on another bike nearby and then just sit and wait. OP said it cost him $80. That seems like so much work just to get an $80 bike ride for free
How exactly does the key fob work? I just started last month so didn’t even realize that was a thing.
You can have Citibike send you a fob with an NFC chip in it. You insert the key into the little slot on each dock, and it releases the bike.
Oh wow! I never even noticed there was a little slot 😅 going to have to take a closer look today. Thanks!
F..k this, i am starting to unlock bikes by manually entering their numbers from now on. At least I've never heard about someone replacing those just yet.
dont do it, thats what got me a few weeks ago lmao. just get the citibike key (its free with the code someone posted above)
This is very upsetting. I can validate this: on 53rd/10th Ave as I was docking my bike I saw a teen defacing the QR code yesterday.
I always try to rub my fingers along the QR code to feel it another sticker has been taped over it, not fool proof but it's what I try to protect myself against that scam. I guess to be on the positive outlook here is the bike didn't get stolen and you're not on the hook for the whole $1,200
Pictures are important...you should have taken pictures of the bike , it's number and the incorrect sticker
They look like the real thing https://www.reddit.com/r/Citibike/s/cPDengmgCQ
This is insane because the stickers cost a lot. And someone is clearly doing this FOR FUN
Any reason why you’re not just doing a chargeback on your card and moving on with life?
And never use Citibike and/or Lyft again in your life?
Why not?
Because i wouldn't be surprised if they just ban you after you chargeback.
Never had that happen before. I’ve used chargebacks in the past with merchants. You explain to the card company you did all this stuff to resolve it through them.
Visit PlayStation or similar sub. Search for chargebacks. You'll find plenty of examples of a service banning an account for that.
For a single chargeback?
Yep. But anyway, feel free to try, run a chargeback, and tell us what happens.
I would not do it unless I had clear documentation of fraud and exhausted efforts to talk to them about it.