Uncompleted Oyster PAYG journey

[bicbasher]

I did my usual journey between Forest Hill and Surrey Quays this afternoon, all appeared to go well until I returned home, when I received a Seek Assistance 36 code.

At the start of the first journey, I had a balance of £4.30, which went down to £2.80 when I touched out at Surrey Quays as confirmed by the gate display.

I requested an Oyster Usage Statement at Forest Hill after being shown to the ticket office by the Gateline Assistant.

• 14:15 Forest Hill - 1083 £0.00
• 14:40 Uncompleted Pre Pay Entry 1083 £3.40
• 15:02 Rejected Exit (Code 36) Forest Hill £0.00
• 15:03: Add Pre Pay Forest Hill £10.00

Two things to add, the first gate I touched out of at Surrey Quays had the green arrow, but was on red when I touched the validator, the second gate showed a balance of £2.80 and when I touched back in at Surrey Quays the balance showed £2.80.

 

[MikeWh]

I think you'll need to wait until the journey history is available online. Something has clearly gone wrong, but I'm not sure what. Would I be right in thinking that the gate didn't open when you first touched at Surrey Quays? Also, was the red there before you actually touched, or as a result of touching?

 

[bicbasher]

I think you'll need to wait until the journey history is available online. Something has clearly gone wrong, but I'm not sure what. Would I be right in thinking that the gate didn't open when you first touched at Surrey Quays? Also, was the red there before you actually touched, or as a result of touching?

I believe it was red before I touched Mike. No sound was made when I touched the first gate.

Based on my experiences today, I think there's a fault with the gateline at Surrey Quays, I think 1083 is the gate code for the station.

Hopefully I'll be able to claim using the automated refund online, but I'll post the online journey history tomorrow.

 

[maniacmartin]

1083 is indeed the code for Surrey Quays - you can check these by searching for the code in BRFares

 

[MikeWh]

Based on my experiences today, I think there's a fault with the gateline at Surrey Quays.

Let's hope it isn't anything to do with the new pink readers.

 

[bicbasher]

Considering the usage statement is showing 1083 instead of Surrey Quays, it does make me wonder if something wasn't configured correctly when the pink reader was switched on.

 

[maniacmartin]

Considering the usage statement is showing 1083 instead of Surrey Quays, it does make me wonder if something wasn't configured correctly when the pink reader was switched on.

There is nothing out of the ordinary here. My experience is that many National Rail gatelines show their code instead of a name on Oyster usage statements. I'm not certain, but I think I've seen it as 1083 for Surrey Quays before.

 

[MikeWh]

There is nothing out of the ordinary here. My experience is that many National Rail gatelines show their code instead of a name on Oyster usage statements. I'm not certain, but I think I've seen it as 1083 for Surrey Quays before.

Correct. It's one of the big drawbacks of the station generated usage printouts.

 

[bicbasher]

From a LU terminal, the usage statement shows Surrey Quays.

 

[bicbasher]

Here's the online journey statement, as you'll see, no touch in at Surrey Quays is shown at all.

 

[MikeWh]

Can you click the down arrow at the end of the Forest Hill line to expand the detail?

 

[bicbasher]

Can you click the down arrow at the end of the Forest Hill line to expand the detail?

Sure.



I've just been on the phone to the Oyster Helpline and he said that there's a fault at Surrey Quays which an engineer is being sent out to rectify.

I've been offered the £1.90 difference between what I should have paid, plus £3 (what I should have paid yesterday) for the inconvenience caused.

 

[Be3G]

Interesting, I've not heard of TfL providing (or been offered myself!) a small amount of compensation for Oyster issues beyond refunding any erroneous charges.

 

[Mojo]

I have. I used to (about 2006-2008) regularly get caught out by OSIs, so would always get a cheque for the overcharged amount plus compensation.

This was before you could complain online, so the only way to obtain a refund was to phone up.

 

[bicbasher]

I normally complain online, but wanted to see if the Incomplete Journeys refund online would work, it didn't. The helpline person claimed you're entitled to one online refund using the website facility via Journey History every calendar month. He couldn't explain why it didn't work this time, although I had an automated refund for £2.20 in October which I didn't use Oyster Online to claim for.

 

[Brucey]

I normally complain online, but wanted to see if the Incomplete Journeys refund online would work, it didn't. The helpline person claimed you're entitled to one online refund using the website facility via Journey History every calendar month. He couldn't explain why it didn't work this time, although I had an automated refund for £2.20 in October which I didn't use Oyster Online to claim for.

I also couldn't use the online refund on my recent incomplete journey. Again, I had received an automated refund the previous week.

 

[bicbasher]

Since I've contacted them by phone, I can't access my online account.
--- old post above --- --- new post below ---
A brief update on the refund situation. In addition to the two refunds confirmed by the helpline, I've also received another automated refund of £1.90 for an "operational error."

 

[MikeWh]

I've also received another automated refund of £1.90 for an "operational error."

Oh goody. I'm guessing that they've noticed the Surrey Quays issue and have run a query to work out what people should get back. Treat it as a nice present.

 

[bicbasher]

Oh goody. I'm guessing that they've noticed the Surrey Quays issue and have run a query to work out what people should get back. Treat it as a nice present.

That's what I thought, it was nice to have over £15 on my card for once when touching in on a Monday morning!