How do Contactless users submit delay repay claims without TfL journey history on TfL website?

betweensummerandautumn

This is part question part rant because TfL website has been down for almost 2 months now so people using Contactless are unable to access their journey history to submit delay repay claims with train companies, apply for journey refunds etc.

Has anyone had any luck with claiming without TfL journey history evidence or do we unfortunately have to suffer both poor service and be out of pocket for the disruption?

katejo

betweensummerandautumn said:

This is part question part rant because TfL website has been down for almost 2 months now so people using Contactless are unable to access their journey history to submit delay repay claims with train companies, apply for journey refunds etc.

Has anyone had any luck with claiming without TfL journey history evidence or do we unfortunately have to suffer both poor service and be out of pocket for the disruption?

It's affecting a lot of people. A colleague reached 60  nearly 3 months ago and hasn't been able to apply for the 60+ Oyster. She has been told to wait...   It will get worse as others try to renew. 

Emily_Joy

I am in the same boat. I don't go to London often and haven't realised this problem has been going on for so long.

As far as I can see TFL contactless website is down. I can login into my account but I do not see my contactless cards, nor I am able to add a new one.

TFLcyberattack

Since the TFL cyber attack in September 2024 we have not been able to see our contactless journey history on the TFL website. I have just contacted TFL 0343 222 1234 and they say they cannot process any contactless refunds and it should be resolved "soon" by their IT team. But how can they say this when it has been an issue for 3 months already?!  Happy to take our money, but not evidence receipts or process refunds!! The operator says you have 13 months to claim back contactless payments, but if the tool is not available to their customer service operators or general public, it's not good enough! 

martindow

There are signs of hope ...

https://www.theguardian.com/uk-news/2024/nov/04/tfl-reopens-some-oyster-card-applications-after-cyber-attack

It looks as if bit by bit systems will be reinstated.

glosterbabe

Overcharging by TFL- Why is no-one publicly speaking about these issues and the fact that customers are continually being overcharged for journeys by TFL and having to wait months for a refund? I was charged £44.85 along with three other people for a 5 stop journey on the Uber boat back in October and we still cannot request a refund. There is no mention of this in the news, media, why is it not out there? 

MonkeyPower

Thameslink seem to be providing refunds if you screenshot the TfL credit card transaction or show the transaction on a bank statement and then fill out the rest of the delay repay claim as normal. It seems to be taking longer than normal for them to process it though. I would think Southern would do the same as they are basically the same company. So whether it's these companies or another train operating company, claiming that way is worth a go.

Philip624

I’m having lots of problems with this I don’t know if different companies use different forms but on greater Anglia they have told me they will accept an Apple Pay bank statement screenshot but when I attach this under the contactless option it then comes up with valid from and to and dates on the screen so I cannot get past this. I have emailed greater Anglia again but they take weeks to respond

clive_p

MonkeyPower said:

Thameslink seem to be providing refunds if you screenshot the TfL credit card transaction or show the transaction on a bank statement and then fill out the rest of the delay repay claim as normal. It seems to be taking longer than normal for them to process it though. I would think Southern would do the same as they are basically the same company. So whether it's these companies or another train operating company, claiming that way is worth a go.

To my surprise, I've found the same and it was also with Thameslink.  I got my credit card bill online and copied a screenshot of the relevant part and sent that in with my claim.  It was presumably handled manually as it took longer than usual, but they paid up.  I hope other companies do the same as my impression is that all of them use the same Delay Repay handing system.   This is a nuisance though, and for that reason we usually get printed tickets, but it turns out that if I need to go to London before the off-peak tickets are available then there is a contactless single fare that is cheaper than anything on a printed ticket.