Editor's Note: The video in this story is from a previous report.
Metra riders may have been charged, in some cases repeatedly, for tickets they never received amid ongoing issues with the Ventra app.
Metra said Monday that despite optimism over a potential fix over the weekend, issues with its ticketing app continued for some riders.
The issues follow a new fare structure that went into effect last week, but that's not the budgeting struggle riders have reported.
Instead, some say they are being charged for tickets they never received.
"Ventra app issues are ongoing," a tweet from Metra BNSF said Monday. "Any pending charges should be dismissed by your bank before posting to your account."
For situations where that's not the case, Metra said riders should contact "passenger services" at (312) 696-3872.
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"Conductors will accomodate riders onboard," the agency tweeted.
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Metra spokesperson Med Thomas-Riele confirmed to NBC Chicago that the app was experiencing issues, noting that conductors were aware and working to accommodate passengers.
Later Monday morning, Metra posted an update saying the app was not "functioning as intended."
"The Ventra app is not functioning as intended, and customers trying to make purchases and even possibly launching tickets may experience issues," the update said. "We are working with our vendor to restore functionality. Updates will be provided."
After crashing last week, the Ventra app was back up and running as of Sunday morning for Metra riders. Thomas-Reile told the Chicago-Sun Times that the real test however was set to come during Monday's commute.
The app, which Metra, CTA and Pace riders use to purchase and manage tickets and track trains and buses, went down on Thursday and continued to experience glitches Friday.
Part of the issue was likely due to the spike in app users Thursday, said Thomas-Riele said.
The commuter rail agency announced in January that it would overhaul fares and close the rest of its ticket windows Feb. 1.
The new fee structure is meant to simplify pricing and attract new riders. Among the changes, Metra replaced the 10-ride ticket with a day pass five-pack available only on the Ventra app.
Prices are now based on zones traveled. A monthly pass costs $75 from Zone 2 to Zone 1; $110 from Zone 3 to Zone 1; and $135 from Zone 4 to Zone 1.
