Unable to Touch In

[JKJimar53]

On Saturday night i attempted to touch in with my Oyster card through the ticket gates at London Bridge station however when i got there a member of southeastern staff said people who are using Oyster cards should instead make note of the time they began their journey and explain to gate staff that people was being let through.

So i made my way on my journey to Charing Cross where a group of RPI's told me that i had to buy a ticket for the journey i had just made despite the fact that i had reached my cap for the day and the journey would of took no money off my card.

About 20mins later having been forced to buy a ticket i made my way back to LBG to ask the ticket gate worker why she had given out false advice because i had to buy a new ticket at Charing Cross, firstly she said ''i told no one to go to Charing Cross'' and i said i had too because that was the journey i had to make. Then she said i would have to speak to the RPI's upstairs because she told no one to go to CHX just to make their journey.

So what is the rule here: Should i of been forced to buy a ticket when i was unable to touch in and had reached my cap for the day. I would like to know if i am entitled to a refund from southeastern because i would not of travelled if i had been told i would of had to buy an additional ticket.
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Obviously i do understand the rule when using PAYG is to always touch in and out but the gates would not accept Oyster cards, even the validators were set to red, but there was no way to validate my journey at LBG.

 

[MikeWh]

Oh dear, a severe case of right hand not knowing what left hand is doing. London Bridge to Charing Cross is a perfectly valid journey. The fact that hardly anyone does it outside the rush hours is neither here nor there. If there was a problem with the readers at London Bridge then all RPIs should have known about it. It's not your fault that your valid card couldn't be read. The RPI should have been able to read your card and see that you'd capped already. He should then have contacted his control to verify your story about London Bridge. Then he should have let you through.

Definitely complain to South Eastern and ask for a refund. It might be an idea to get a journey history printed first. If you don't know how, see my website (link in signature below). The Oyster helpdesk also might be able to verify that the readers were out of action, although hopefully SE CS will be fully aware by the time they get your letter.

Let us know how you get on.

 

[penaltyfines]

These cases show why it's always best not to part with any money above the correct fare you intended to pay (in this case, zero).

It's harder to retrieve, in some cases near-fraudulently obtained money from a TOC than it is to rebut a UPFN or PFN when they are in the wrong....

 

[JKJimar53]

Still no response from Southeastern, sent off my orignal tickets with 1st letter then photocopies with the second letter. Is there anyone else i can write too

 

[MikeWh]

I would imagine that Passenger Focus (or London Travelwatch as it concerns the capital) would be interested in your case. You could also try ringing Southeastern customer services and asking whether they have a record of your letters.

Did you get a journey history for your Oyster? Is this related to the other matter you PMd me about?

 

[JKJimar53]

I'm looking into if i can get a journey history as the card i was using i no longer have. My pm was semi related that i was sent a refund to be picked up by the card i no longer have but the refund is nothing related to the gates being open.

 

[MikeWh]

You don't have to have the card to get a statement, you just need the number and the security password associated with it. You will need to get a move on though. TfL only keep history for 8 weeks, after which it has gone forever. If the card was registered and attached to your online account then you should be able to see journey history right now. If they have removed the card from your account, or it wasn't linked, then follow the instructions on my site for getting a statement. You can also ask the helpdesk over the phone.

 

[Brian.gray]

Yea this sounds Typical about that, the RPI's also should of contacted London Bridge since they have numbers that can authorise these problems,
All i can say is you should be able to get a Refund on that ticket mind usually the RPI's sometimes can be quiet immune to listening to stories as i work at Charing Cross and see it happen time to time.