Complaints

This profile includes complaints for Amtrak's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Amtrak

  1 Massachusetts Ave NW Office Of Customer Relations Washington, DC 20001-1401

• 

  Amtrak

  60 Massachusetts Ave NE Washington, DC 20002-4285

• 

  Essex Junction Station

  29 Railroad Ave Essex Junction, VT 05452

• 

  Amtrak

  125 W 14th St Erie, PA 16501

• 

  Amtrak

  66 Lymon Street Springfield, MA 01103

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Amtrak promoting a Mothers Day Sale. "Buy One, Get One at 50% off" I read all the information and booked a rail trip according to the rules of the promotion. I booked two tickets for June 10-11 on Acela and was charged full price. I called Acela and was told that the tickets for that train only had certain tickets on sale. I tried other train schedules for the same day and they all were full price. This is false advertising.

  Business Response

  Date: 06/13/2023

  6/12/2023

  Dear *** *********:
  
  We appreciate your enthusiasm about Amtrak travel and hope that many will share your interest in train travel. The comments we receive from our customers are very important to us, as these help us to calibrate the services we are providing and make adjustments where warranted.
  
  Promotional fares are sold on a first come first served basis. Our Terms and Conditions state that seating is limited and may not be available on all trains, at all times.  In this situation, Amtrak does not honor a promotion when limited seating no longer available.  Therefore, we must respectfully decline your request for a partial refund.
  
  Thank you for feedback, and we are sorry that we cannot help you with a more favorable response.
  
  Sincerely,
  
  ******* ** ******
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001

  Customer Answer

  Date: 06/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  Amtrak was offering this flash sale even after I booked my tickets.  I booked in good faith and read all the qualifications for the sale before booking.  There was no statement about first come first served or the fact that the sale was good on certain trains only.  I still stand by the fact that this was false advertising . 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:05/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rejection of Amtrack conductor to board Crescent 19 southbound train at Clemson SC station on Saturday May 13th 2023. I am a rail pass holder (and retired railroad employee) who travels with a pass that allows free coach travel on home route. Amtrack employees are not properly trained to deal with this scenario. Extremely difficult to reserve this type ticket. You must call within 24 hours of travel to reserve. Amtrack employee improperly reserved incorrect category of ticket, creating a "hold" ticket which was awaiting payment. Admittance was then rejected when attempting to board train. Conductor suggested calling the 1-800 number when she could have allowed boarding and resolution could have been handled while riding train. Poor customer service on every level. Extremely difficult to conduct business with Amtrack and very disappointing as a former railroad employee.

  Business Response

  Date: 06/15/2023

  Our agent spoke with **************** on June 12th, 2023, we apologized for the booking error. **************** was assured that the agent would be retrained. Shews also provided tips when calling to use her freight pass privileges.

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 tickets for a trip that was suppose to leave Arcata CA, March 29th and arrive in LaCrosse WI on the April 1st. On the 29th, as my daughter was about to board the Amtrak bus to the train, they canceled a connecting part of the trip at Portland so we rescheduled for April 2nd as she would have been stuck in Portland. April 2nd my daughter and her boyfriend boarded the bus that was suppose to take them to the train and we received a notice that the trip from Portland to LaCrosse was once again canceled which means they would have been strained in Portland. Her phone was not working, and she had already boarded the bus so I did not get a hold of her until they were nearing Sacramento, CA. There was no reason for them to continue the trip since they would have been stuck in Portland. We could not get anybody at Amtrak to answer the phone for hours and I had started calling Amtrak as soon as we got notice to see if they had a resolution for the problem and they gave me none when I did get a hold of somebody. I did at some point get somebody and the excuses for the cancel trip were downed lines, engine failure and bad weather. I was sent to customer service and was told that they would get back to be in 7 days. Seven days???? My daughter was stuck on a train that was dead ending in Portland and they offered no resolution. I quick made a resolution to get plane tickets that would fly them out of Sacrometo and get them to Madison, WI since Amtrak had no answers, just excuses. Granted it cost a lot more for the plan, but she was frantic that she would be stranded in Portland and Amtrak offered no solution what-so-ever. We are not seeking damages, we simply want the money back for the trip the never got them to where they were suppose to go with all the blame landing on Amtrak. We have tried fighting threw our credit card and they don't respond to them, we have left emails, phone messages and called and they don't even try to resolve this.

  Business Response

  Date: 08/04/2023

  On May 10, 2023,
  an automated credit in the amount of $312.00 was authorized to the **** account
  by which the ticket was purchased.  This
  procedure was performed electronically, and no paper credit receipt was
  generated. 

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every single week the Amtrak has issues out of NYC to Philly. delays ranging from 1-8 hours, every single day. This time, today, Amtrak suspended ALL Ne regional services. However, they decide to board ONE train. Once they announce it, they instantly jack the price up to 212 dollars for a one way ticket, which usually costs 60-70 dollars. This is criminal. I have no means of transportation to get home. I cannot afford to pay that. Because I can’t afford to buy the jacked up train, I have literally no way of getting home. None. I have no idea what I’m going to do

  Business Response

  Date: 06/14/2023

  Please see message below to ***************

  From: ****************************

  Sent: Wednesday, June 14, 2023 10:50 AM
  To: *********************
  Subject: Amtrak Response
  
  Dear **************:
  
  Thank you for your recent feedback.
  
  We are disappointed that you experienced another delay while traveling with us.  We can certainly understand the inconvenience and frustration this caused you. In spite of our best efforts, routine delays due to operational factors are an unwelcome but unavoidable part of the transportation business.  Please accept our most sincere apologies for your inconvenience.
  
  While we do not guarantee on-time performance we make every effort to deliver our passengers to their destinations safely and in a timely manner. We regret that we were unable to do so on this occasion. We do not assume liability for the plans and commitments of our passengers.
  
  We regret that you are not satisfied with our resolution.  The Transportation Voucher for $50.00 previously issued on May 25, 2023, was intended as a token of our apologies and an incentive to travel again.  After an additional review of your case, we believe the compensation that was provided to you is adequate.  Therefore, we must respectfully decline your reimbursement request for your completed travel. 
  
  Once again, thank you for writing. 
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  Case #: ********
  

• Initial Complaint

  Date:04/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Traveling from New York to West Palm Beach on Amtrak the air conditioner was so high that I thought I was in a morgue my teeth was chatter and eventually my body could not take the cold that I regurgitated this e high temperature was experienced to and from the trip of travel pure insanity and no concern for the passengers trying to get war with blankets and other means the most uncomfortable and unhealthy travel trip causing it to affect my state of mind and physical I paid for comfort not to feel like I was in a snow storm.

  Business Response

  Date: 06/14/2023

  Please see our response to ************** below:

  From: ****************************

  Sent: Wednesday, June 14, 2023 10:33 AM
  To: ******************************
  Subject: Amtrak Response
  
  Dear **************:
  
  Thank you for your recent correspondence.
  
  Let me apologize for the excessive cold that report during your recent travels.  We are working hard on a number of fronts to keep our equipment in the best working order possible.  We are committed to bringing our equipment and services to the level of comfort that you have come to expect and will continue to work toward this goal.  In this situation, you are encouraged to bring your concerns directly to the Conductor so that the situation may be rectified expediently.  Please accept our most sincere apologies for your inconvenience.
  
  Amtrak provides refunds on case-by-case basis and we must respectfully decline your request for reimbursement of your completed travel.  We would not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support.  Because we value your patronage, as a courtesy, we have authorized a Transportation Voucher in the amount of $75.00.? The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices.? The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable.?
  
  An email confirmation has been sent to this email address: ****************************** which includes the Transportation Voucher number, amount, expiration date and additional redemption information. ?We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket.?
  
  Once again, thank you for writing. 
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  Case #: ********
  

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon,I am writing regarding case ID # *******. My wife, *************************************, was on board the Amtrak train on 4/16 from Jacksonville, FL to Washington, DC (reservation # ******). I spoke with a representative from the Amtrak Customer Relations department on 4/17 who told me to write to [email protected]. I wrote a letter to this email address on the same day to which I still have not received a response. The following is a list of the dangerous conditions on this trip: - The car was filthy to the degree of being unsanitary and not prepared for a new passenger. She had difficulty locating an attendant to prepare her car, and the attendant was extremely dismissive. - The entrees ran out, so my wife did not have the entree she wanted available. This is deeply concerning given that she is recovering from medical complications and must eat on a regular basis. - The thermostat did not work. For someone recovering from complications, it is deeply concerning that the temperature was not regulated, especially in very hot weather. - She could not use the restroom because the water ran out in the train. - The WiFi did not work, and has been apparently down for some time. This meant that as a solo passenger, my wife had difficulty reaching me or anyone if she needed to. - The attendant was condescending to her and called her something along the lines of "little lady". Clearly, these conditions are appalling and we are asking Amtrak to make this up to us at minimum in the form of a full refund. We are not interested in a credit for another trip. I look forward to Amtrak's prompt reply.

  Business Response

  Date: 08/17/2023

  8/17/2023

  Dear *** *********:
  
  Thank you for providing your feedback.
  
  We are working diligently to improve the services we offer
  to our customers and hope that many will share your family’s interest in train
  travel.  We appreciate your taking the time to send us your
  concerns.  We have previously shared your feedback with the management
  responsible for the Silver Service for their further review and corrective
  action.
  
  Our goal is to provide our customers with a safe, clean, and
  comfortable environment on our trains.    We realize the
  importance of providing our passengers with clean and comfortable
  surroundings.  We are truly disappointed that your wife experienced
  otherwise. You have our assurance that we will continue to work toward this
  goal and make progress as we move forward.  Please accept our sincere
  apologies for **** *********’s discomfort, frustration, and inconvenience.
  
  We have reviewed your concerns and have authorized a partial
  refund in the amount of $400.00 to be credited to the ****** account used for
  purchase.  Depending on your bank’s procedures, please allow at least two
  weeks before this adjustment appears on your account.
  
  We would not want an unsatisfactory experience to be your
  last impression of our service and would like to win back your confidence and
  support.  Therefore, upon creation of this correspondence, we have
  authorized a Transportation Voucher in the amount of $100.00.  The
  Transportation Voucher is being held electronically and can be redeemed on
  Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices.  An
  email confirmation has been sent to this email address: *********.********@*****.com which includes the Transportation Voucher number, amount, expiration date and
  additional redemption information.  Please accept our apologies for the
  problems you reported, we hope you will give us another opportunity to serve
  you by using the Transportation Voucher toward the purchase of your next
  ticket.
  
  We hope to have the privilege of serving you both in the
  future.
  
  Sincerely,
  
  Customer Relations Specialist, Office of Customer Relations

• Initial Complaint

  Date:04/26/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Original Amtrak Reservation# ****** - ******* ** - *******, ** - Leaving 9/25/22 / Return 10/1/22 was cancelled due to the hurricane. I was issued an eVoucher for $1408.60 - expires 9/23/23; I paid $1608.60 for the tickets. I contacted Amtrak to cancel and request a refund. I accepted the e-Voucher option because I anticipated rescheduling my trip. Amtrak charged a cancellation fee of $250. The reason they gave for charging the cancellation fee was on the day I called to cancel, Amtrak had not yet announced they were cancelling service on 9/25/22. I rescheduled trip on Reservation # ****** - ******* ** - *******, ** - Leaving 3/26/23 / Return 4/1/23, using my e-Voucher. I currently have an eVoucher for $472.60 fare difference. Per phone call 4/26/23 - Amtrak advises, they will not refund to my credit card, they will not extend the expiration and I can't transfer the eVoucher to someone else. My ONLY option is to take a train trip or they get to keep my $472.60. Eventhough the original reservation was cancelled due to Hurricane ***, Amtrak still charged me $250 cancellation fee.

  Business Response

  Date: 06/14/2023

  Today our agent spoke with ************, she was advised when cancelling during a service disruption, we ask to call and speak to an agent and not cancel through the automated system, as it is not able to override the applicable refund fee.  She was advised we can refund the $250.00 fee she was charged and the remaining amount of the eVoucher, to total a $722.60 refund. 

  Customer Answer

  Date: 06/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

  Business Response

  Date: 08/04/2023

  ---------- Forwarded message ---------
  From: ******, ******* <*******.******@amtrak.com>
  Date: Thu, Aug 3, 2023 at 11:15 AM
  Subject: Complaint ID ********; ******** ****
  To: Dispute Resolution Team <[email protected]>
  

  
  

  DRT,

   I’ve verified with our Refund Department that a check in the amount of $722.60 was authorized as reimbursement on July 7, 2023.

  ******* *. ******

  Customer Relations Specialist, Office of Customer Relations

  Customer Answer

  Date: 08/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** ****
  

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 21, 2023, originally scheduled to take the train from Hattiesburg, MS to Union Station in Washington, DC. Due to miscommunication. Customer Service (CS) rescheduled me for travel on Crescent Train#** for Saturday April 22nd. Train arrived around/about 11:40am. Amtrak employee stepped down, I said excuse me and I started to ask where the sleeper cars was located. The employee threw her arm/hand (similar to stop) (her facial expression was not pleasant). Her actions was one of shut up, so I shut up and waited. She then started checking tickets for people to board the train, I again said excuse me and don’t leave me, I just need to know where the sleeper cars and do I check in here. She said I didn’t know. I said because you told me to shut up by your actions. It was a customer (not Amtrak employee) who told me and my two witnesses where I should go. At the sleeper cars, the same employee viewed my ******/eticket and told me I could not board the train as my ticket was for Friday. I explained what the CS told me, asked her to check under my reservation number. The employee said she checked and I was not in Amtrak’s system. I begged the employee to please check again because of what the CS told me. I even mentioned that my roomette changed from room #* to #* and I was to pay conductor extra $76.00. The employee insisted that I was not in their system, boarded the train and pulled up the steps. There was another lady and a man standing near her. I was left near tears, frustrated, embarrassed/humiliated and just wanted to go back to MD. (I came home to Gulf Coast MS because we brought my brother-in-law home to Magee. MS to be buried.) While grieving his death, I had to deal with this. Today I learned I was in the system to travel on Saturday. So why would the employee do this to me? Please check the cameras @ the station, you will see. Case *******. I like Amtrak, but voucher too low for what happened to me and I really want to know why?

  Business Response

  Date: 06/21/2023

  ---------- Forwarded message ---------
  From: ******* ******* <**************@amtrak.com>
  Date: Fri, Jun 16, 2023 at 4:37 PM
  Subject: Complaint ID: ******** ****** ******
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Dispute Resolution Team,

  On 6/16/23 we spoke with *** ******, we apologized for the misinformation she was provided by the agent on 21APR who told her she could pay the fare difference with the Conductor, if this misinformation was not provided to her, she would have been able to travel on 22APR.   We again apologized and issued a $200.00 Electronic

  Transportation Voucher for future travel.  She agreed and accepted.

  ******* ** ******

  Customer Relations Specialist, Office of Customer Relations

  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i HAVE NOT BEEN REFUNDED MY $47.00 FROM THE DINING CART AS OF TO DATE. ON APRIL 2, 2023, I TOOK THE TRAIN FROM NEW ORLEANS TO HOUSTON. THE TRAIN WAS SAID TO BE DELAYED WELL AFTER MY STOP TO HOUSTON, SO I PAID TO EAT IN THE DINING CAR. THE TIME WAS UPDATED THAT WE WOULD BE IN HOUSTON MUCH EALIER THAN WE THOUGHT AND SO I WENT FOR A REFUND TO MONICA IN DINING. SHE PROCESSED IT BUT PUT IT ON SOMEONE'S ELSE'S CARD. I REALIZED IT ONCE I HAD GOT OFF THE TRAIN. i HAVE CALLED CUSTOMER SERVICE AND CUSTOMER ESCALATION. i HAVE EMAILED AMTRAK AND STILL NO REFUND.

  Business Response

  Date: 06/14/2023

  Please see my email below to *****************

  From: ****************************

  Sent: Wednesday, June 14, 2023 2:50 PM
  To: ******************************
  Subject: Amtrak Response
  
  Dear ****************:
  
  Thank you for your correspondence.
  
  We are working diligently to improve the services we offer to our customers and hope that many will share your interest in train travel.  We are disappointed to learn of our error you report with your onboard purchase.  At Amtrak, we recognize that customer service is critical to the Corporation's success as a transportation carrier.  Even though such instances as you report are comparatively rare, they are always disappointing.  Please accept our most sincere apologies for your inconvenience. 
  
  As a onetime courtesy, I have authorized a check in the amount of $42.00 as reimbursement for your overpayment.  You will receive it under separate cover within a few weeks of your receipt of this email. 
  
  Once again, thank you for writing.  We hope to have the privilege of serving you in the future.
  
  Sincerely,
  
  ******************************
  Customer Relations Specialist, Office of Customer Relations
  Amtrak | 1 Massachusetts Avenue NW | Washington, DC 20001
  Email: *****************************************
  
  Case #: *******
  

  Customer Answer

  Date: 06/15/2023

  Thank you Amtrak,

  If possible , can this 42 dollars be sent by direct deposit?

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amtrak Guest rewards number ********** this problem has been going on for approximately a year at this point. And when you have an Amtrak gift card you add it to the app and then it should be available to ****** in the future. The trouble is is that I have close to $500 worth of Amtrak gift cards on the app that I am not able to use for some reason. They worked just fine for a while and then it just doesnt work. I get an error message. It doesnt show the amount anymore. I have emailed you multiple times I have called you multiple times Ive contacted you via ******* multiple times. Feel free to research that thing youll see my most recent communication with you . I received a phone call from your guest relations department or customer relations. Whatever its called. Telling me to call back so I called back. I sit on hold to get transferred and all you did was tell me that you contact the correct department and youll get back with me months later you still havent gotten back to me I reached out to you again on ******* and youre no help there , why cant are use the gift cards on my account what is the issue? Why do you refuse to tell me what the problem is? How do we fix this? Its been going on for a year seriously there is good money there that you should not be allowed to steal from me. I was receiving gift cards as gifts birthday gifts things like that but Im reluctant to put the ones I have now on there are you going to try to steal those two?

  Customer Answer

  Date: 09/02/2023

  I have deleted the app on multiple occasions and reinstalled it. I have deleted all the cookies from the server or like ****** I don’t know what that’s called. You can see from the screenshot all of the gift cards that I have uploaded are still there they don’t throw a zero balance so they don’t you a zero balance because there’s hundreds of dollars worth of balances on those cards. If you can’t fix those cards and issue a new card that can be used in the future or is your travel voucher for the equivalent of all of those cards do something.

  Business Response

  Date: 09/06/2023

  DRT,

  We are at a standstill, our agents need to speak directly with *** ******** to troubleshoot his issue. The information and screenshots he provided are of no assistance in resolving his issue. We have attempted multiple calls and requested the best time to contact him, without response.

  Business Response

  Date: 09/27/2023

  DRT,

  In order to troubleshoot and resolve the issue we require the consumers participation.  This is a highly technical issue which requires interactive investigation and trouble shooting, there are no scripted questions we can provide in advance.  We have completed our investigation and are at an impasse.