[09:14:07] Customer: Hi, I was charged $27.50 for a bike trip that should’ve been about 20 minutes. Can you help?

[09:14:25] Support — Maya: Hi! I’d be happy to look into that. Which city’s bike-sharing network did you use, and what date was the trip?

[09:14:42] Customer: RiverLink Bikes in the Tri-County area. The trip was yesterday, July 15.

[09:15:03] Support — Maya: Thanks. For verification, could you provide the last four digits of the phone number on your account and the bike number, if you have it?

[09:15:21] Customer: Phone ends in 8842. The bike was 3176.

[09:15:48] Support — Maya: I found the trip. It started at Central Station at 6:08 PM and remained open until 9:51 PM at the East Market dock. Is that where you returned the bike?

[09:16:06] Customer: No, I returned it at Harbor Park around 6:30. The dock light turned red, but the bike felt locked, so I left.

[09:16:32] Support — Maya: That explains the charge. A red light means the dock didn’t register the return, even if the locking pin caught. It appears another rider or a field technician later secured the bike at East Market.

[09:16:51] Customer: I didn’t realize red meant it wasn’t returned. Can the extra charge be removed?

[09:17:14] Support — Maya: Yes. Your account history shows normal returns, and the bike’s location data supports your report. I’ve corrected the trip to end at 6:31 PM and refunded $24.00. Your valid 23-minute ride charge is $3.50.

[09:17:30] Customer: Great, thank you. When will the refund show up?

[09:17:42] Support — Maya: We’ve issued it immediately, but your bank may take three to five business days to post it.

[09:17:58] Customer: Is there anything I should do if that happens again?

[09:18:12] Support — Maya: Wait for a green dock light and a confirmation in the RiverLink app. If the light stays red, try another dock and report the faulty one in the app. If no docks work, call the number printed on the bike before leaving it.

[09:18:28] Customer: Got it. Was the Harbor Park dock reported as broken?

[09:18:46] Support — Maya: Yes, dock 11 recorded several failed returns yesterday. It has been taken offline, and our maintenance team is scheduled to inspect it today.

[09:18:57] Customer: Okay, thanks for sorting this out.

[09:19:05] Support — Maya: You’re welcome! Your case number is RL-728419. Is there anything else I can help with?

[09:19:14] Customer: No, that’s all.

[09:19:20] Support — Maya: Thanks for riding with RiverLink Bikes. Have a good day!