VODAFONE Fiji says it does not control or receive money stored on lost eTransport cards and is urging commuters to treat the cards like cash amid ongoing concerns over unrecoverable balances.
The company also stressed that any claims suggesting Vodafone keeps or recovers money from lost cards are misinformation.
“Vodafone does not receive or control the funds stored on a lost card,” the company said in a statement.
“Any suggestion that Vodafone recover or takes the money from lost cards is misinformation.”
Vodafone said previously under the old system, it was able to process refunds for customers who lost their cards, but it did so at its own expense despite being unable to verify balances stored on lost cards.
“Vodafone has previously processed such refunds at our own expense, even though we could not access or verify the card’s balance.
“This was done to help customers, but it’s not financially sustainable to continue.”
The company explained that if a lost card is later used for transport fares, the funds go directly to bus operators rather than Vodafone.
“If someone uses your lost card to pay a fare, the money goes to the bus company, not Vodafone.
“If the card is never used again, the balance remains on the card and cannot be recovered.”
Vodafone said the eTransport system was designed for offline fare processing and users should protect their cards in the same way they would safeguard cash or bank cards.
“Treat your eTransport card like cash, avoid sharing it and take precautions to keep it safe, just as you would with your bank cards.”
The clarification comes amid continuing frustration from commuters, particularly students and low-income earners, who say losing balances stored on cards can create financial hardship.
