Utterly outraged by Transport For London.

Mr_Singleton

I use AndroidPay on my mobile phone when using public transport in London.

Noticed over the past few days the amounts being taken from my account have been way too much for my usage. Turns out that I've been charged some maximum cash fares.

Called up TFL and was told that I probably hadn't used the same card to touch in and out and then it was my fault for not touching in at all. basically tough and we'll keep your money.

Told the bloke at TFL that I was using AndroidPay and the gates had all opened when I touched in and had been correctly logged on my phone. His tone completely changed and then said there must have been a technical fault with the machines and so he'd refund my money.... about £15 but only after 3 working days.

So,
1) How is this allowed to happen?
2) How much money is TFL making out of its own "technical faults"
3) Why should customers be forced to ring up and almost beg for a refund?
4) Why does it take TFL 3 working days to do a refund but can take money when ever it likes.

Yes, I'm seriously peed off.

wealdroam

Mr_Singleton wrote: »

I use AndroidPay on my mobile phone when using public transport in London.

Noticed over the past few days the amounts being taken from my account have been way too much for my usage. Turns out that I've been charged some maximum cash fares.

Called up TFL and was told that I probably hadn't used the same card to touch in and out and then it was my fault for not touching in at all. basically tough and we'll keep your money.

Told the bloke at TFL that I was using AndroidPay and the gates had all opened when I touched in and had been correctly logged on my phone. His tone completely changed and then said there must have been a technical fault with the machines and so he'd refund my money.... about £15 but only after 3 working days.

So,
1) How is this allowed to happen?
2) How much money is TFL making out of its own "technical faults"
3) Why should customers be forced to ring up and almost beg for a refund?
4) Why does it take TFL 3 working days to do a refund but can take money when ever it likes.

Yes, I'm seriously peed off.

So you are 'utterly outraged' when they give you a refund, eh?

I wonder what state you'd be in if they had refused your refund.

A reminder - you also need to touch out, even if the gate is open.

ipod_killed_the_musicshop

Well, these stuff ups first of all happen because TfL outsource to the lowest bidder who will cut the most corners and hire the least amount of staff. In terms of having to get it out of them, I used to work for the congestion charge to my shame and I can tell you 1st hand that workers are told not to tell people they don't owe money unless they ask, even if they ring up to pay a fine they don't owe!

Gravedigger

Be careful your phone doesn't lose power and you can't tap out or the maximum fare would be applied and you wouldn't get a refund. You came out good in the end, and problems do occur in the real world but they can be rectified as you found out. Make sure you can tap out before starting your journey. Also be aware if using multiple devices such as phone, card or oyster you may not get the maximum cap. By now you'll have realised that the TfL system can be a minefield and you need to ensure there can be no doubt about your actions thus getting a refund as you did.

jon81uk

Did you 100% use the same card on the phone to tap in and out? You can't use the phone to tap in and a real card to tap out, must always be the same.

Get an account at https://contactless.tfl.gov.uk/ that way you can check spend is going through as you expect and can apply for some refunds online. If you find it still isn't working right on Android Pay then try using a phyisical card and see if you still get issues. I noticed Apple Pay was slower to reconcile than the actual card.

EdGasket

At least you got a train! ..a luxury we don't all share!

redux

I'd echo the comment about an online account at TfL.

I just added a second card to my account, which now shows both sets of details of journeys that two of us took together a month ago.