Points not posting - Agent not being helpful

[Blackwolf]

I have two separate trips, one in October '12 and another just last month in January, with segments that have not posted the points yet. I've submitted the online Missing Points Request form several times for both trips and nothing came of them yet.

Both trips used the old standard ticket, FYI.

I called AGR today and spoke with an agent about the missing points. She was friendly and tried looking up the reservations for both trips and acknowledged the segment parts which have posted correctly, but was not helpful in answering the question on how I get the missing points credited. Her response was to continue to wait and see if they credit, as there was no record of me ever getting on the train for the missing segments in the computer right now.

I'm looking at about 1,900 points missing here, and 400 TQP for 2013. So, not quite 'small potatoes' if you ask me!

Anyone have similar experiences? It is still early for the January trip, but my sleeper segment between Sacramento and Portland (worth a good chunk of points!) have not posted where as the three other segments on the same reservation # did so within two days of the trip. The October trip is pretty much past the 90 day mark at this point, but I submitted the Missing Points Request three times inside that window. It was for the thruway connection between San Francisco and Emeryville... I suspect that the bus driver never turned in the ticket stubs.

Calling back tomorrow and asking for a supervisor is on my hit list to do.

 

[Shanghai]

Most of my trip post within a reasonable time, but I track the points until they post.

I have had two occasions where after sending the missing points message, without

resolution, I call AGR. In both cases, I was able to provide the reservation number

and the ticket number and received quick credit. I hope you are successful in getting

your points.

 

[KrazyKoala]

There was just a part of the end of Jan, beginning of Feb where I had about six trains that didn't post, and one from 01/16. I put in a form for the 01/16 trip but after a week of it not posting, I thought I'd call. The same day I was going to call, I pull up my account to reference it, and noticed the train I took the day prior had already posted. So I thought I'd bring up these six missing ones as well. The agent was extremely confused why they were not posting. They all had record of me boarding, and they all had my AGR number on the ticket. She said that something must be stuck with the system. As I had all my paper tickets out referencing them I noticed one HUGE similarity. All the tickets that were not automatically posting all came from an actual ticket agent. Whether eTicket or not, they all had the 1-D barcodes on them. Whereas all these other tickets that were posting properly, were all out of the ticket machine, and had the more common 2-D barcodes. The agent also said the length of time matters on how the conductor scans and processes the ticket. Considering their scanning devices are very new, and who knows how often they have software updates on those things. Personally, I hate updates, because it causes something else not to work with the software. Could it be possible that they don't process the older barcodes into the system correctly?

 

[Anthony]

There was just a part of the end of Jan, beginning of Feb where I had about six trains that didn't post, and one from 01/16. I put in a form for the 01/16 trip but after a week of it not posting, I thought I'd call. The same day I was going to call, I pull up my account to reference it, and noticed the train I took the day prior had already posted. So I thought I'd bring up these six missing ones as well. The agent was extremely confused why they were not posting. They all had record of me boarding, and they all had my AGR number on the ticket. She said that something must be stuck with the system. As I had all my paper tickets out referencing them I noticed one HUGE similarity. All the tickets that were not automatically posting all came from an actual ticket agent. Whether eTicket or not, they all had the 1-D barcodes on them. Whereas all these other tickets that were posting properly, were all out of the ticket machine, and had the more common 2-D barcodes. The agent also said the length of time matters on how the conductor scans and processes the ticket. Considering their scanning devices are very new, and who knows how often they have software updates on those things. Personally, I hate updates, because it causes something else not to work with the software. Could it be possible that they don't process the older barcodes into the system correctly?

That sounds pretty weird. Out of curiosity, did you have these sorts of issues before the days of eTicketing? Or is it a fairly recent problem?

 

[KrazyKoala]

Just a recent problem. The agent was completely confused as well and was trying to find a link between all of this, when I pulled all my tickets out from the past 30 days, that's the only thing I noticed was similar and mentioned it to her as she was forwarding a case to some higher ups. The fact that her screen showed I boarded all of these trains and my AGR# was on all of them is what sparked her wanting to make a case about it.

 

[Anthony]

Just a recent problem. The agent was completely confused as well and was trying to find a link between all of this, when I pulled all my tickets out from the past 30 days, that's the only thing I noticed was similar and mentioned it to her as she was forwarding a case to some higher ups. The fact that her screen showed I boarded all of these trains and my AGR# was on all of them is what sparked her wanting to make a case about it.

Oh, I see. How quickly did your trips typically post prior to eTicketing (like before last summer/fall)? I remember that for me, it would take at least several days but sometimes up to two weeks depending on what was going on.

 

[KrazyKoala]

7-8 Business days tops. Now they are posting within 3 days.

 

[Blackwolf]

Bit of an update:

It seems the problem lies with the AGR computer system. After speaking with another agent this morning, and then to her supervisor after she was unable to get anywhere, we've finally located the trips in question (where-as before the computer was saying no travel had been made on the missing segments.) However, even the supervisor could not get the system to "unlock" the points and allow credit. So, for the time being, my account has been "flagged" as the supervisor called it so that one of the IT personnel could look into the problem. The total number of missing points, both standard and TQP, has been noted and will be credited as soon as the system is forced to cough them up.

And the common thread to this is that the missing trips (they even located a part of my trip from way back in February 2012 that was missing,) is all travel occurred on the old-style paper tickets.

 

[KrazyKoala]

Bit of an update:
It seems the problem lies with the AGR computer system. After speaking with another agent this morning, and then to her supervisor after she was unable to get anywhere, we've finally located the trips in question (where-as before the computer was saying no travel had been made on the missing segments.) However, even the supervisor could not get the system to "unlock" the points and allow credit. So, for the time being, my account has been "flagged" as the supervisor called it so that one of the IT personnel could look into the problem. The total number of missing points, both standard and TQP, has been noted and will be credited as soon as the system is forced to cough them up.

And the common thread to this is that the missing trips (they even located a part of my trip from way back in February 2012 that was missing,) is all travel occurred on the old-style paper tickets.

They really treat those points as if they were needing to print legal currency everytime these are issued. Unless you are missing 5000+ points or something...why are they so difficult?