A couple of days ago, I wrote about receiving an email from Citi Bike stating that the bike I docked was still in the wild four hours later and that I was incurring charges for continued usage.
The first time my boyfriend and I received this message, it ultimately turned out that Citi Bike had a docking error. Fine. Great. The problem is that my boyfriend and I received a combined five of these “Looks like you’ve had a Citi Bike out for a while…” emails in the next four days.
Obviously after the first emails we received, we were more diligent and attentive to when we docked our bike; ensuring that the dock displayed the green light, made the “successful docking” sound and tried pulling the bike out of the dock. So after I got more of these messages, I knew that it’s not me, it’s you Citi Bike.
Just to be sure, I replied to Citi Bike’s customer service to be sure that they were seeing the same on their side.
Dear Citi Bike CS — My boyfriend and I received this email a total of 6x over the last four days — is there something wrong with our accounts? Is this a system error?
Here’s how Citi Bike replied:
The referenced trip is closed and no Overtime Fees have been billed. It appears there have been some docking errors, which is why you have been receiving the emails.
Have you been experiencing the same Citi Bike docking errors lately?