Context: When unable to present a valid ticket while using public transport in Germany, an EBE is issued, which is twice the ticket cost but minimum 60€.
I sent a complaint via email to ASEAG, demanding explanations and for my problem to be addressed.
Context: ASEAG is the organization issuing me with a ticket for my subscription, and AVV[3] is responsible for delivering the ticket to me through their Naveo app.
I called Naveo, and, after a couple of minutes, a customer support agent picked up. I explained the situation, and I was told to write an email. I asked how long it would take to get an answer, and I was told "it depends on how many requests there are, it can be a day, it can be a week". I explained that I need the ticket to do my work, and I was told sarcastically "we all must work". As I tried to reply to that statement, I got hung up on.
Because the imprint on Naveo's website lists AVV as responsible, I decided to go to their headquarters. On the way there, I started writing an email in which I explained my situation, demanded it be fixed, and complained about the inappropriate behaviour of the customer support agent.
With the email I wrote on the way sent, I arrived at AVV's headquarters, which are located in the same building
as ASEAG's headquarters. The doorman was confused about Naveo, so I showed him the card I got from ASEAG's
Kunden-Center, showed him the imprint where it lists AVV's headquarters, and explained the situation.
After he asked around a bit, he concluded that I should indeed go on the 1st floor to AVV.
I went to AVV and I was told that, while they're the legal entity behind the app, ASEAG's employees operate it, so
I should go to ASEAG on the ground floor of the HQ. I went back to the doorman, who was confused, as the ground
floor is used for coordinating vehicles. The lady which informed me happened to come downstairs, so she, the
doorman, and a third person that happened to walk by discussed the situation to see what to do further.
Eventually, they agreed that I should talk to someone from ASEAG, and so the doorman issued the call, and someone
came and lead me to the 3rd floor. I explained my grievance once again, and the person told me that
it is actually AVV that's responsible for Naveo - he is responsible for Mova[4]
- and that the only thing he can help me with is sending a request himself to AVV telling them to get my problem
solved quicker. He then advised me to write an email to Naveo - which I already did - and to try calling them again.
I called Naveo once again, and this time another person picked up. I explained my situation, and they told me that they currently have a technical problem which doesn't allow her to help me over the phone, and I should use the contact form on their website, as they answer quicker to that. I asked how long they'll take to reply to that, and she said she can't give me a precise timeframe, but maybe a day or two. I asked how I can do my work today - for which I need a valid ticket - if they'll only reply tomorrow, and she asked me to also email ASEAG to ask for a proof of ticket validity (Gültigkeitsbescheinigung).
I went back to the ASEAG Kunden-Center with the intention of obtaining a
Gültigkeitsbescheinigung - after all, they scanned my ticket in the morning, and it showed
up as valid, so they could at least handwrite a letter confirming that.
Their systems were functional when I arrived so they could print me the standard confirmation. I explained
that last time I went through such a situation, I had to pay 7€, and I don't want to do so again, as this
situation is not my fault. The clerk told me I might have to pay it, and, besides confirming that I had a
valid ticket, there isn't much more she can do, and I have to talk to DB about it.
Context: If one is able to prove within 14 days of receiving an EBE that they did have a valid ticket but
could not present it for inspection, the min. 60€ fine is reduced to 7€ as processing fee.
According to the law, the processing fee can be waived if the passenger proves that the actual costs
incurred by the organization which did the ticket check were significantly lower than 7€.
I went to the Aachen Main Station to clarify the EBE, and asked to get it cancelled. The clerk there told me
that she can only help me pay the 7€, but if I want to submit an objection then I have to do it online
over the DB Fahrpreisnacherhebung website.
I have then used the website to upload the Gültigkeitsbescheinigung, but the website is designed
in such a way that one can either upload proof of having a ticket, or submit a message, but not both.
I am waiting for a reply - likely demanding the 7€ - after which I will object to that as well.
After doing that, I asked the clerk how I can proceed with doing my job, and she informed me that the confirmation
from ASEAG is valid as a ticket for 14 days.
I took a train between Aachen Main Station and Aachen West, hoping I can find a ticket inspector to rescan my ticket.
To my delight, I did, my ticket was checked, and it once again showed up as being on a Sperrliste.
After explaining my situation, and using the confirmation from ASEAG to prove that I do have a valid ticket,
the ticket inspector allowed me to take a photo of the inspection result on her phone, so I can use it as proof.
As a summary, ASEAG issues me a subscription ticket, that is displayed in AVV's Naveo app, and I have to get passed around back and forth 5 times until I can get a paper (that doesn't even completely solve my problem).
As of the time of writing this blog post (), I did not receive a reply to any of the emails or form submissions to ASEAG, AVV or Naveo.
P.S. I think the German word Saftladen comes to mind.