Verified: 20 March 2026 07:45 pm CET
Industry: Public Transportation (U-Bahn, Tram, Bus, Ferry)
Jurisdiction: Berlin, Germany (VBB Tariff Zone)
Primary Regulator: Senate Department for Mobility, Transport, Climate Protection and Environment
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Beware of phishing emails claiming your BVG subscription failed. BVG staff and ticket inspectors will never ask for your BVG.de account password, or demand you pay an EBE fine on the spot via a generic PayPal link or prepaid gift card.
Level 1: Customer Support & EBE Disputes
- How to complain: * For Standard Complaints (Delays, Subscriptions, Staff Behavior): Submit your issue via the official BVG online contact form, use the BVG Service App, or call their central switchboard at 030 / 19 44 9.
- For EBE / Fine Disputes (€60 Ticket): STOP! Do not contact general customer service. You must log in to the dedicated penalty portal at www.bvg-ebe.de using your file number (Aktenzeichen) within 14 days to file your legal objection, otherwise, you will be sent to a collection agency.
- Source Verification: Kontakt - BVG
- Availability: The central customer service hotline operates 24 hours a day, 7 days a week.
- Source Verification: Kontakt - BVG
- Timeline: BVG aims to respond to standard inquiries within a few business days. Legal objections to EBE fines pause the payment countdown while under review.
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate your financial dispute (e.g., unjustified Inkasso fees, ignored Deutschlandticket cancellations, or severe injury claims) by sending a registered letter with return receipt (Einschreiben mit Rückschein) to their legally registered headquarters. Address it to the Management Board, Berliner Verkehrsbetriebe (BVG), Holzmarktstraße 15-17, 10179 Berlin, Germany. Clearly state your claim, customer number, and set a legally binding 14-day deadline (Mahnung) for resolution.
- Source Verification: Impressum - BVG
- Timeline: The legally binding deadline of 14 days (set via your Mahnung) provides the operator a strict timeframe to resolve the issue before they legally default (in Verzug geraten).
Level 3: Regulatory Authority / ADR
- Authority: The Berlin Senate Department is a political body and cannot award individual financial compensation. To get your money out-of-court, you must submit your case for free to the Schlichtungsstelle Reise & Verkehr e.V. in Berlin. This is the officially recognized conciliation body for passenger transport in Germany, and the BVG is a participating member.
- Source Verification: Fahrgastrechte - BVG
- Timeline: You can file a complaint with the Schlichtungsstelle immediately if BVG officially rejects your claim, or if they fail to provide a substantive response within 1 month of your initial complaint.
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings, you can seek case-specific legal assistance from the Verbraucherzentrale Berlin or a consumer rights lawyer.
- Source Verification: Verbraucherzentrale Berlin
- Court/Arbitration: If the Schlichtungsstelle cannot resolve the issue, you can initiate the judicial dunning process (gerichtliches Mahnverfahren) online to obtain an enforceable payment title against BVG, or file a civil lawsuit at the competent local district court in Berlin (Amtsgericht Mitte).
- Source Verification: Gemeinsames Mahnportal der Länder
Community Action: Is the BVG ignoring your cancellation of a Deutschlandticket, or refusing to drop an unfair €60 fare evasion fine when your app crashed? Reply below (do not share your passwords, full EBE file numbers, or PINs), and our community will point you to the right legal templates!