Emma Anderson, 82, said she was singing a spiritual song, when a private security guard approached her, saying she was being disruptive.
When Anderson refused to get off, the guard grabbed her bag and forced her off the train. She then fell down and injured her shoulder and hip.
"He said, 'You getting off this train now,' so he grabbed and he went to pull me while I was still in hold," Anderson described.
City leaders say they are appalled by the video. They have since apologized to Anderson and are reviewing policies and procedures.
They're also requesting an investigation into the private security firm that hired the guard.