TfL double charged daily cap - advice requested

[Dave W]

I've got a weird situation with TfL who have taken payment for travel on one day last week twice, and customer services don't seem to be able to take a grip of it.

I made a return journey from Edmonton Green to Bank on Wednesday (one off peak) plus a single bus journey. This came to £9.75. The payment was taken as usual on Thursday morning, but without the usual note that comes up on Monzo about it being a travel charge for a given day. I then had a further transaction (which was declined by Monzo, not for insufficient funds) for the same amount - this decline led to TfL blocking the card. The following morning I had the 10p check from TfL which was allowed and this approved my card again, and I thought that was the end of it. But then TfL did indeed come back and take the £9.75 again - this time with the usual Monzo note that it's a travel charge for Wednesday 4th February.

To be clear, I use the transport card function of Samsung Pay, which my Monzo card is linked to. I've never encountered any issues like this before and I didn't do anything differently to my normal method of using my phone (screen off, tap).

I got straight on to TfL of course but I've had 2 replies so far that suggest the CSAs either don't have the ability to resolve this or can't, and have asked to raise with a supervisor - in the meantime I thought I would draw on the forum's hive mind for some advice. Has this sequence of events happened to anyone else?

And is there some way of explaining to TfL what's going on which will resolve the matter more speedily than banging my head against a brick wall with customer services? It's only a tenner but I'm a bit miffed!

Thanks!

 

[akm]

And you're definitely sure that neither transaction is a Pending charge (which Monzo shows in almost exactly the same way as a settled charge) ?

 

[lb001]

To be clear, I use the transport card function of Samsung Pay, which my Monzo card is linked to. I've never encountered any issues like this before and I didn't do anything differently to my normal method of using my phone (screen off, tap).

and you definitely only used that; not the bank card sometimes, and the Samsung pay others? or removed and re-added the card? (that shouldn't be the expected behaviour if you had, but interesting to hear about this).

i'm not as familiar with samsung pay as apple pay, but for the latter, every time you remove and re-add the card to the wallet then tap on the network, it creates a unique token number and treats it as a different card.

if you're are after the weekly cap this week then wait until sunday to do this, but it might be worth removing it from your samsung pay wallet and then re-adding it to see if that avoids any further issues. that doesn't cause any issues with the system in terms of your contactless account if you're registered in terms of having to re-register, but wondering if there may be a token issue here.

And is there some way of explaining to TfL what's going on which will resolve the matter more speedily than banging my head against a brick wall with customer services? It's only a tenner but I'm a bit miffed!

if you don't get anywhere within the week and you are miffed, the 'Director of Customer/Customer Director' for TfL is the person who the Customer Contact Team report into and their name and email are publicly available.

 

[Dave W]

Grateful for responses - both are showing as completed transactions and are recorded on my statement (although I agree that Monzo treats pending and completed transactions loosely!) I have had the occasional reconciliation from TfL before after the fact and that may well be the case here. It's the unusual nature of the sequence of events that has sent me down this road!

I might well remove and re-add my card on Samsung Pay - it works slightly differently to Apple Pay but not drastically so. My Monzo card rarely escapes my wallet these days and certainly not at a gateline.

I suspect I ought to wait it out for another few days to see if it's reconciled back. Strange one though - I've always found the TfL payment process pretty rock solid.

Cheers again!