Consumers are slamming Vodafone Fiji over what they describe as a confusing, poorly implemented rollout of its new e-Transport card system, with parents and daily commuters raising concerns about app compatibility, top-up issues, and untrained bus drivers.
Social media has erupted with complaints as users struggle to navigate the transition from the old to the new card system.
Many say the changes have created unnecessary hassles particularly for students and parents who rely on public transport.
Consumer Claudette Rose, among those frustrated by the process, accused Vodafone of not delivering on its own promises.
“Be transparent Vodafone, not all cards!” Ms Rose said, while posting a screenshot from Vodafone Fiji’s eTransport FAQs.
The FAQ stated: “The remaining balance stored on the old card will be checked and transferred to the new card.”
But Ms Rose said this wasn’t the case for her.
“Called Customer Care after my nephew had to go get the new card. The balance from his old card couldn’t be transferred, and I had just topped up his old card,” she said.
Adding to the confusion, Ms Rose highlighted the requirement for two separate apps to operate the new system.
“And to use the card you have to have two apps. You have to download the new app but top up from the M-PAiSA app. Why didn’t they use their heads and just have everything in M-PAiSA?
“If you top up a bus card using the M-PAiSA app, you have to take it to a store or Vodafone outlet to redeem it which is a double job.”
Susana Vatukela, another concerned parent, said her community’s top-up agent still hasn’t upgraded their system.
“Their machine is still not updated to the new one and can only top up old cards. They can only redeem the old cards too,” she said.
“I’ve been going to them from last month and their system still hasn’t been updated.”
A dad who did not want to be named said his daughter was sent back and forth between a bus and a booth while trying to redeem her fare.
“My child tried redeeming her card in the bus, but the driver said to go to a booth. She went to the booth and was told to have it redeemed in the bus.
“It appears that some drivers do not know how to operate the machine.”
The public outcry has raised serious concerns about the preparedness and execution of the new e-Transport rollout, with many now calling on Vodafone and relevant authorities to urgently fix the system before more consumers are left stranded.
When contacted for comments, Vodafone referred The Fiji Times to a link on their Frequently Asked Questions page: Vodafone Fiji — FAQs — Register for a permanent eTransport Card.
