How do I effectively file a complaint against an MTA transit employee?

Question

Today, I enter a Bronx station and my Metro Card was having problems. I go to the station clerk for help. The clerk is fast asleep with his head leaned back and mouth open. I tapped on the glass to get his attention and he jumps up, startled from his nap.

So, I ask him for his help and he starts yelling at me that my problem is that I didn't pay the fare. He wouldn't even let me address my concern. He continued to refuse to help me and proceeds to help a person behind me. He refused to give me help or even look at my Metrocard. I asked for his name. He refused to give me his name and says, "How about I give you a picture? Will that help?" (sarcastically) Also, he followed me onto the platform and continues to verbally harass me amidst other passengers.

I have never encountered anything like this before. I don't know why this man was completely unprofessional and hostile toward me but I want to file a complaint that doesn't fall on deaf ears. What to do?

I do have the station, date, time and a description of the gentleman.

I also have to use that particular station on the 2/5 line in the Bronx on a semi-regular basis and I don't want to have to deal with this again.

Answer 1

That's typical for many MTA employees--I don't think you'd get anywhere.

Answer 2

A token clerk sleeping on the job??? NOOOOO! (lol) :)

But stepping aside from the sarcasm there...as long as you have the date, time of incident and the station, you can report this to the MTA with the customer number the first person gave. At each station near to the token booth, there is also a white sign posted with a station manager's name and picture along with a phone number. You may be more successful in trying to get in touch with that person since he/she is in charge of that specific station.

Answer 3

That old-fashioned, part-forgotten skill: write to the manager of the local store and copy the Chief Executive of Wal-Mart. If your complaint is so serious that you want some kind of recompense (money is highly unlikely but an apology would be a reasonable request) then you'll need to have it recorded in writing anyway. Also, you don't know whether these particular employees have had complaints laid against them before, and if I were their employer I'd want to know who was lowering the reputation of my store. Write your letter clearly and keep emotion out of it until (possibly) the end. And always assume that you're writing to someone reasonable who wants to fix the problem. So, begin by giving the facts - date and time, what exactly happened (pretend you're giving directions to someone filming it, so don't say 'was rude,' state what was done and said), whether you did anything about it at the time. Then go on to say what effect this had on you and on your sister. This is the time to say that it made your sister cry. Then say how many times you've tried to ring the store, etc., and finish by saying something like 'I look forward to hearing your reaction within seven days.' You don't have to threaten public exposure, involving the media, etc., at this point. As I said, assume that you're writing to someone reasonable who'll want to fix the problem once they've heard about it - and anyway there's such a strong anti-Walmart backlash going on at the moment that they won't need reminding. Hope that helps.

Answer 4

Unfortunately you'll probably get nowhere, but I do admire your spunk with it. We've lost any expectation of getting good customer service these days in America. But calling 311 would get you the appropriate number for reporting a complaint. Good luck, and right on!!

Answer 5

NYC Transit customer service 718-330-3322.

Answer 6

Try calling 311 and tell them what you want...they will connect you to the appropriate # and dept.

Good Luck

Answer 7

Call 311 and tell them the problem

Answer 8

LOL. They should just fire all the "token clerks". They do absolutely nothing anymore.