Tfl trouble: overcharged on the underground

[VItraveller]

I was surprised to see on my bank statement that a single journey from London Bridge to Euston cost me £17.40, on my debit card, an obvious mistake and one which I wanted to get rectified by getting a refund, a process which I thought would be easy and simple but turns out it’s a lot more difficult than I was expecting.
I tried registering for the TfL app, but I have a disability, I’m completely blind and some elements of the set-up process weren’t accessible with my screen reader, so instead I called the contact centre.

The lady I spoke to could see it was an obvious mistake and offered to arrange the refund for me, but as she looked into it further, she explained that because the card only had one journey I should register for the TfL app in order to pass security before I could receive the refund, or alternatively make another journey on the underground, something which would be impractical given that I live in Birmingham.

I explained I couldn’t register for the app, and she did speak to a manager about it, but ultimately it was the same answer, I always find with large corporations that they manage to take money very easily but when it comes to returning money that they owe you, it becomes quite difficult.

I have raised a complaint, and I’m hoping to hear from them soon, but I was just wondering if there’s anything more I can do, I’m half tempted to explain that while I’d be happy to travel down to London to use the underground again to provide the second journey, as this would be a significant time and expense whether they would be able to reimburse me for my train tickets But that would be too cheeky.

 

[jfollows]

No, it wouldn’t be too cheeky, nor would taking them to court for the money.
Hopefully sense will prevail and they’ll realise that their intransigent stupidity is going to cost them a lot more than the refund amount.
Sorry I can’t offer constructive help, just sympathy.

 

[jon81uk]

Not sure why you are being advised to use the TfL app, you need to register on the website https://contactless.tfl.gov.uk/ which might be better on a screen reader?

Once on the website you will need to complete the journey, it sounds like there is a missing tap in or out. This can be done on the website, but not on the app.

 

[Tetchytyke]

Being invited to use the TfL Go app is their standard response, but you can use the website at https://contactless.tfl.gov.uk/. This should work with a screen reader or other adaptive technology. I can see why the app wouldn't work with a screen reader, it is rather clunky in places (and is a definite downgrade on the previous TfL Oyster app).

Registering is a good idea as it allows you to resolve issues without having to speak to TfL, which is often better for all concerned.

I'm not sure why they can't force a refund back to your card without you registering it. But you have two options: fight them, or register. The latter will be the path of least resistance.

Given the amount charged, it sounds as though either there is at least one missing touch in/out or that you have exceeded the maximum journey time. This can happen if you decide to use Contactless to explore the network rather than using Contactless for simple point-to-point journeys.

 

[MikeWh]

it sounds like there is a missing tap in or out.

Actually it's likely that the two taps have somehow become disconnected. The incomplete journey charge in peak hours is £10.40 and off-peak it's £7.00. This suggests that one tap was between either 0630-0930 or 1600-1900 and the other outside of those times. It doesn't matter which is which. The time allowed to complete a zone 1 journey on weekdays is 90 minutes. If you exceed that then you will get two incomplete journeys. There are annoyingly certain rare circumstances where the taps will get disconnected even though the journey time hasn't been exceeded. I'd be incredibly grateful if you could let me know what the times of the taps were, assuming that you do manage to register your card at TfL.

However, if you can't register because of accessibilty issues and they still refuse to refund you without journeying down to London, then I would issue a letter before action giving them 14 days to respond or you'll issue a Money Claim OnLine (MCOL). The fare is either £2.80 or £2.90 (if touch in was in peak times) so the refund should be £14.50 or £14.60. Another course of action might be to invite a disability organisation to intervene with the threat of bad publicity.

 

[NCT]

I don't get why organisation insist on you registering an account and hiding behind 'security'.

In the old days you just filled in a paper form, sent it through the post and got a cheque back. Was there rampant fraud going on?

 

[TPO]

They are also assuming that registration for the app/an account would work.

I have today tried to create an Oystercard account so I can register an Oystercard that I bought yesterday from a TfL machine in London. This would allow me in future to obtain receipts for trips made, for expenses. I only travel occasionally to London, so an Oystercard with £14.20 left on it will last me for a while. (I do not use contactless because if I drop or have snatched from me an Oystercard with no more than £20 on it, that's all I lose, whereas the same happening with a contactless card would be much more serious).

The first step of registration- email/password- works. However I am then prompted to enter a mobile phone number for 2-factor authentication. Until this works, the account is not set up.

Unfortunately, the text with the code takes something like an hour and a quarter to come through and has timed out by then (it's only valid for 10 minutes). I confirmed that my text was working (I have personal and work mobiles on different networks).

If I try to register a complaint, they will not reply by email, only phone. No, I don't want a phonecall, I want an email either confirming that their system doesn't work or TfL to find a proper fix.

To the OP: I would be fighting them as their systems are clearly not fit for purpose, especially for the occasional travellor to London.

TPO