“the first evidence I’ve seen of that proposed post-Labor Day social-media-based customer service blitz actually working”


“Dear PoPville,

I usually like to bring cash to top off my SmarTrip card when it’s running low, but I forgot to grab a 20 out of my closet this morning so I used my credit card at the fare machines on the 7th Street side of the Shaw station.

First try: “Not approved.” Thinking it was a fluke, I tried again—no go. I moved to a different machine, same result. Gave up and got on the train anyway, since the $4 I had on my card would cover a one-way trip.

Got a text from Bank of America a couple minutes later with all three attempts listed as suspicious activity. BofA declined one of those attempts, but the second and third (one of which rang up as $0) were both approved by the bank, although the SmarTrip machine said they’d been declined.

It’s been said that when the going gets tough, the tough whip out their phones and fire off some snarky tweets.

A little while after that, @Metrorailinfo reached out to me and invited me to explain in a Direct Message, which I did (selection attached). Fifteen minutes later, they hit me back with a note from the Credit and Debit Office saying they were able to reverse the non-$0 transaction, and they even gave me a confirmation code.

I’ll be watching my card to see what happens during/over the weekend, but I thought it might be worth sharing to encourage others to reach out to WMATA via social media with more substantive complaints than “my train’s stuck in a tunnel” because this is the first evidence I’ve seen of that proposed post-Labor Day social-media-based customer service blitz actually working.

One could call me jaded because I’ve locked horns with the SmarTrip machines and lost money on the deal despite reaching out to both WMATA and SmarTrip customer service agencies (hence why I usually bring cash), but it was nice to see this one actually heading in a positive direction, because I really wasn’t expecting it.”

Recent Stories

Dan Silverman: Citizen of the District of Columbia If you are able and would like to support the page through our Patreon, you can contribute as little as $2 bucks…

18th and Wyoming Ave, NW Thanks to Sam for sending: “What’s wrong with this picture? Wyoming Avenue in AdMo was just posted today as a one-way street. But take a…

photo by Emma K Alexandra Ed. Note: If this was you, please email [email protected] so I can put you in touch with OP. “Dear PoPville, Last Thursday (3/23) I went…

If you have any animal/pet photos you’d like to share please send an email to princeofpetworth(at)gmail(dot)com with ‘Animal Fix’ in the title and say the name of your pet and…

Grand Opening Of the pollo company

We invite everyone to join us on the grand opening of the pollo company!

To celebrate this special occasion we will be giving away 50 FREE 1/4 chicken platters to the first 50 guest on Friday and Saturday and a

NoMa in Bloom

NoMa in Bloom Festival returns to Alethia Tanner Park on Saturday, April 1st, from 11 a.m.-3 p.m.! The free National Cherry Blossom official event includes free kite kits for kite-making and flying, live music from DJ Mathia Broohm, an artisan market curated


Subscribe to our mailing list