Lost Oyster Card being used

[Jan Mayen]

I lost my Oyster card a few days ago. Reported it online and requested a new one, which I'm now waiting to be delivered. Charged £10
According to my TfL Go app, the old one was used Friday and yesterday. I'm surprised it hasn't been stopped.
Should I take any further action?

Many thanks.

 

[transportphoto]

Give the Oyster Helpline a call.

 

[Joe Paxton]

I'd have thought it should have been hotlisted (stopped).

Curious - how much credit was on the Oyster card? Was it set-up with auto-topup?

 

[DaveB10780]

Mine was not stopped either, took multiple calls to get the money refunded. Seems like a very nasty bug and I am surprised it has not been fixed yet since my incident was Nov 25th. Would also have been great if they had stopped the person and confiscated the card.

 

[Jan Mayen]

Mine was not stopped either, took multiple calls to get the money refunded. Seems like a very nasty bug and I am surprised it has not been fixed yet since my incident was Nov 25th. Would also have been great if they had stopped the person and confiscated the card.

Indeed. Set the barriers so they can enter the underground but can't leave. My balance was transferred to a new card, although that has not yet arrived.

 

[jfollows]

Indeed. Set the barriers so they can enter the underground but can't leave. My balance was transferred to a new card, although that has not yet arrived.

TfL won’t do this, they record invalid contactless cards used to exit but don’t prevent exit.

 

[Adam Williams]

It's a very sorry state of affairs. There should be a button in the app that lets you freeze your card immediately without needing to phone anyone or submit a form that someone will take a week to pick up.

 

[Haywain]

The important thing is that the balance at the time that you reported it as lost or stolen is preserved and transferred to your new card. If that happens, any use of the card subsequently should be TfL's problem not yours. If it doesn't happen you have a valid complaint against TfL, but it will be about preservation of the balance held on the card rather than use of the card after you reported it.

 

[DaveB10780]

TfL won’t do this, they record invalid contactless cards used to exit but don’t prevent exit.

I think the discussion is primarily about Oyster cards. They should remove the balance directly after being reported lost which did not happen and I had to make serveral phone calls because my refund was less than it should have been since the card was used 2 days after being reported. My lost card still has a balance on TFL Go, I am leaving the card there to see if it is eventually removed from the system. TFL can and should do better with lost Oyster cards.

 

[Hadders]

Couple of years ago I had my 1st Gen Oyster card stolen while I was in Paris.

Reported it stolen through the TfL website and the card was stopped, and the balance (plus the deposit) refunded. Once I’d reported it stolen I wasn’t able to access any journey history so wouldn’t know if the card had been used by someone else.

I was annoyed at having to pay £7 for a new card…

 

[Adam Williams]

I think the discussion is primarily about Oyster cards. They should remove the balance directly after being reported lost which did not happen and I had to make serveral phone calls because my refund was less than it should have been since the card was used 2 days after being reported. My lost card still has a balance on TFL Go, I am leaving the card there to see if it is eventually removed from the system. TFL can and should do better with lost Oyster cards.

You are not the only person that has had significant difficulties getting TfL to return funds under circumstances like these.

They're just as bad at sorting it out when the person reporting it (which is a battle in itself due to their reliance on SMS two-factor authentication - which requires you have the phone & SIM tied to your account on you to do online - and them not operating 24h phone lines) has been a victim of crime and has provided a crime reference number.

 

[Joe Paxton]

The important thing is that the balance at the time that you reported it as lost or stolen is preserved and transferred to your new card. If that happens, any use of the card subsequently should be TfL's problem not yours. If it doesn't happen you have a valid complaint against TfL, but it will be about preservation of the balance held on the card rather than use of the card after you reported it.

Absolutely.

Perhaps there's a limit on how many hotlisted cards (Oyster and contactless) can be held by a validator, so maybe lost/stolen Oyster cards with a low balance aren't added to this list and TfL just takes the hit if they are used?

However even if this is how it sometimes works (and that is an if), then nontheless the lost/stolen card should be removed and no longer be visible on the Oyster online account / the TfL Go app.

 

[Jan Mayen]

Update: The old card has disappeared from my account. Balence transferred to new card.
Basically, I've had to buy a new card (£10), take the hit on an incomplete journey and not getting railcard discounts while using a payment card.
Oh, well.....

 

[Hadders]

Update: The old card has disappeared from my account. Balence transferred to new card.
Basically, I've had to buy a new card (£10), take the hit on an incomplete journey and not getting railcard discounts while using a payment card.
Oh, well.....

When my card got stolen I purchased a new one at Kings Cross St Pancras, added it to my account and got them to apply my railcard discount there and then.

 

[DaveB10780]

Remarkably my lost and reported Oyster card has finally gone from TFL Go. This is after a couple of months.