Overcharging Lizzy Line at Bond Street Hanover Square

Lagoon26

Hello, I am wondering if anyone else has experienced overcharging on their contactless or oyster card. The staff at the Hanover Square exit admitted that they knew the exit barriers were faulty, particularly at peak time. I have been consistently overcharged and it is mounting up. I have managed to get two refunds for incomplete journeys via the website and then more incidents happened and I had to make a lengthy call. Since then, more overcharging and I can see going back to March, my bank account is showing more. This is outrageous and automatic refunds should be happening or at the very least TFL should be contacting clients using these barriers to make them aware to check their accounts. They will be making thousands on a daily basis and I believe many travellers are probably not aware. I would love for Martin Lewis, to look into this and possibly help in getting TFL to look back at each account and refund automatically. I remember once a TV call in that overcharged and we were automatically refunded as they had our phone numbers. Very interested in hearing from others. I just tried to call and got through to someone possibly working from home who claimed his laptop was not working then went silent-appalling customer service.

soolin

Can you explain how the over charge occurred, are they not scanning the exit- which results in a full day's cap being applied, or is it something else?

Lagoon26

Hi Soolin,

What I am experiencing is that, when I leave the DLR, I have to pass through barriers at Custom House to get on to the Lizzy Line platform, I then exit the Lizzy Line at Bond Street via the Hanover Square exit. It is apparently these card readers that are not working and registering the exit, leaving my journey open to the overcharge. I mentioned all card readers, Custom House, Bond street, both exists to the customer service advisor. It was when I was at the station at Hanover Square, that the station staff told me they knew of the issue and it was these readers at mostly peak time and I should leave via Davies Street exit, out of my way but at the rate I am being over charged, I will have to give myself extra time. My journey should cost £6.60 both ways, I travel peak in the morning. It is now £8.80, £8.90 £7.20, £16.80-god knows why and another few amounts like this -I have about 24 journeys to query.

Emmia

https://forums.moneysavingexpert.com/discussion/comment/82003365#Comment_82003365

I use Hanover Square 5-6 times a week as part of my morning (peak) commute and my exits are all recorded. I use an oyster card, are you using contactless?

According to the Oyster site the peak fare (06:30 - 09:30 Monday - Friday) is £3.90 for that journey (Custom House - Bond Street), it's £3.30 off peak.

john1

Post the question on railforums.co.uk "Fares Advice and Policy Board These are possible the best to advise

Newbie_John

I think overcharging in general is something Martyn could take a look as it's a huge money making scheme for TFL.

One of my taps hasn't been recognized and I have been charged £18.30 instead of usual £11 for the day - and it should be easy to guess where I have been:

7am Home - Waterloo, ??? - Home 5pm

Especially when 90% of my journeys look exactly the same.

Regarding your continuous problem maybe change the way you tap? Don't use phone, use credit card, different card..

I only had a repetitive problem when my Oyster/Card was bent but still worked most of the time.. but often didn't at my home sttaion :)

jon81uk

https://forums.moneysavingexpert.com/discussion/comment/82003365#Comment_82003365

What does it say on https://contactless.tfl.gov.uk/ when you look at the journey and payment history?

What is the fare on Single fare finder - Transport for London that you expect to get charged?

It may well be an issue with Custom House thinking you've tapped out, there was a discussion here Custom House DLR\Elizabeth Line Ticket Gateline | RailUK Forums and there is information here Interchanging at Custom House – Oyster Fares Central