First Bus making unauthorised charges after using Tap On Tap Off function

swabaxter

I started using the Tap On Tap Off service on First Bus (Glasgow area) at the end of July 2022. The service is designed so that the customer can make as many or few journeys as they wish and at the end of the day the minimum charge possible will be made to the customers Debit Card (Bank account). Initially the system performed correctly but it appears that a new software subroutine was introduced at the end of the month and that started to take random unauthorised payments as high as £30 versus the maximum permitted amount of £5. It seems likely that multiple customers will be effected and thus far First Bus are responding slowly and currently unwilling to video conference with me to explain themselves. 

swabaxter

I would be delighted to hear from anyone else using the Tap On Tap Off service on First Bus. 
Is the equipment working ?
Do the drivers understand the system?
What is the transaction error rate ?

swabaxter

Another week has gone by and First Bus have neither refunded my money nor provided the compensation that I am seeking. It feels like they are trying to wiggle out of their responsibility for just as long as they can. At least for the time being I will not be using First Bus. I've started to take the train instead.

surreysaver

Have you contacted your bank to do a chargeback?

swabaxter

surreysaver said:

Have you contacted your bank to do a chargeback?

Hello and thanks for the question. My bank have been very helpful by providing me with the audit trail requested by First Bus. The process is to raise the issue with the retailer (in this case First Bus) and give them 14 days to process the refund. After this time the bank (in my case Monzo) will look at the evidence I provide (and indeed some of that has already come from my bank) and make a decision based on the balance of probabilities are these charges unauthorised by the customer (myself) or not. I'm 95% confident that the case will be found in my favour. More importantly it gives me a quantified snap shot of financial quality inside First Bus.