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On Friday, July 9, Flowbird, the credit card processor associated with the City’s parking pay station vendor, has informed the City that the paid parking customers charged erroneously due to a glitch can expect to receive a full refund by Tuesday, July 13. These refunds have been processed and will post to individual’s bank accounts within one to two business days, depending on bank policies. Flowbird has also stated that the number of cardholders impacted is 1,139, which is less than their original report of 2,779.
To further assist affected cardholders, Flowbird has opened a customer service hotline. The toll-free line is 1.855.443.2715 and is open twenty-four hours per day / 7 days per week.
Once all customers have been refunded, the City will evaluate any revenue loss and address this directly with Flowbird.
As of 8:00am on July 9, 2021, parking enforcement operations have reactivated. City staff has worked closely with Flowbird to test the payment process before activation and has confirmed that it is functioning properly.
For more information, contact the City of St. Augustine Parking Division at 904.825.1090 or via email at firstname.lastname@example.org.
For media inquiries, contact Melissa Wissel, Communications Director, at 904.293.3307 or via email at email@example.com.
From Friday, July 2 through Monday, July 5, 2021, the credit card processor associated with the City’s parking pay station vendor experienced a glitch during a software update. This resulted in parking customers nationwide being charged multiple times for the same transaction. This glitch came from Flowbird, a global vendor for automated parking systems that runs third-party interfaces with credit card companies. Flowbird has confirmed that this was not a security breach and no credit card information was compromised. Please note, those potentially effected were customers who utilized one of the City’s 48 pay stations. Historic Downtown Parking Facility (HDPF), Park Now, mobile app, and cash customers were not affected.
Flowbird has informed the City that as of Tuesday, July 6, erroneous charges have been halted and they have started issuing refunds. While Flowbird has not provided the City with an exact timeframe, they have assured customers that they can expect their accounts to be refunded as soon as possible. However, if a customer does notice continuing charges, it is recommended that they contact their credit card company directly.
At this time, the City’s top priority is to make sure that all impacted parking customers are refunded. Once all customers have been refunded, the City will evaluate any revenue loss and address this with Flowbird. According to Flowbird, there are potentially 2,779 cardholders impacted.
“Please know that we are addressing this issue as our top priority, and will continue to work until all such transactions are refunded in the proper way,” stated Benoit Reliquet, President of Flowbird North America, in a public letter. “This glitch was not a security violation or software hack. All credit card data is safe and protected.”