Transport For London Oyster Rip Off

Alun

Hi,
This may now be of use...

http://www.tfl.gov.uk/contact/4417.aspx#Complaints_policy_and_procedure

If you are not satisfied with our reply you can contact the London TravelWatch, an independent watchdog body set up by Parliament to represent users interests.
Telephone: 020 7505 9000
Fax: 020 7505 9003
By post: London TravelWatch, 6 Middle Street, London EC1A 7JA
If, after contacting London TravelWatch, you are still unhappy with the way your complaint has been handled, you can contact the Local Government Ombudsman:
Telephone: 020 7217 4620
Fax: 020 7217 4621
Email: [EMAIL="enquiries.london@lgo.org.uk"]enquiries.london@lgo.org.uk[/EMAIL]
By post: Millbank Tower, 10th Floor, Millbank, London SW1P 4QP

trinidadone

cheers matety, but aware of all this already. London underground did coble something together, but missed a number of points, so i have now contacted travelwatch. they take up to five days, cheers anyway, i clicked you a "thanks"

chuckley

Lee_Dunford wrote: »

I dont underand your question chuckley?

u get a train to london bridge... u swipe in and the boards say the northern line and jubilee line are down and u need to use rail bus replacement... u go hop on the bus... u get charged the full £5 or whavever it is, as u didnt 'swipe out'.

how do they know u didnt go london bridge for your job?? how do they know u 'didnt travel anywhere'??

what should be done in that situation is u swipe in and swipe back out (without passing through the barrier) THEN go to the desk to recoup your money, that way u would prove u never went anywhere within those 5 minutes. they wouldnt charge u for swipping in at london bridge twice in 5 minutes. if they did, they could match up the times of the swipes against the lines being down and it would show u in fact went nowhere.

trinidadone

chuckley wrote: »

u get a train to london bridge... u swipe in and the boards say the northern line and jubilee line are down and u need to use rail bus replacement... u go hop on the bus... u get charged the full £5 or whavever it is, as u didnt 'swipe out'.

how do they know u didnt go london bridge for your job?? how do they know u 'didnt travel anywhere'??

what should be done in that situation is u swipe in and swipe back out (without passing through the barrier) THEN go to the desk to recoup your money, that way u would prove u never went anywhere within those 5 minutes. they wouldnt charge u for swipping in at london bridge twice in 5 minutes. if they did, they could match up the times of the swipes against the lines being down and it would show u in fact went nowhere.

I am still a little confused with what you are typing chuckley. If the rules say you are charged the full £5 for not swiping out, then those are the rules, not sure how this relates to what I have posed!!

In regards to swipping in and swippig out, then queing at the ticket office, why should customers have to do that, instead customers should not be charged. With tecknology in place, if you enter and exist the same station in a very shot time, there should be no charge. I can see how we are difering on this. You believe a passenger to enquire about getting their money back at the ticket desk. I disagree and belive the owner should be on TFL not charging in the first place. i dont belive customers should have to enquire about refunds regarding late or non existent service.

Lets agree to disagree ok

chuckley

Lee_Dunford wrote: »

I am still a little confused with what you are typing chuckley. If the rules say you are charged the full £5 for not swiping out, then those are the rules, not sure how this relates to what I have posed!!

In regards to swipping in and swippig out, then queing at the ticket office, why should customers have to do that, instead customers should not be charged. With tecknology in place, if you enter and exist the same station in a very shot time, there should be no charge. I can see how we are difering on this. You believe a passenger to enquire about getting their money back at the ticket desk. I disagree and belive the owner should be on TFL not charging in the first place. i dont belive customers should have to enquire about refunds regarding late or non existent service.

Lets agree to disagree ok

so everybody who travels to that station should go through free regardless of whether they use said broken down line or not?? there are other things people do when passing through a station. unless the ONLY way out was using said line thats down then YES no1 should be charged. but theres an exit out of every station via steps to outside or via a tube line...

the only way to prove u did not travel is to click twice within 5 mins at the same station. if u only click once who knows what u did...

trinidadone

chuckley wrote: »

so everybody who travels to that station should go through free regardless of whether they use said broken down line or not?? there are other things people do when passing through a station. unless the ONLY way out was using said line thats down then YES no1 should be charged. but theres an exit out of every station via steps to outside or via a tube line...

the only way to prove u did not travel is to click twice within 5 mins at the same station. if u only click once who knows what u did...

I am really trying to be polite here, can we please agree to disagree, you dont understand the original post, bye bye

Christyj

I have had an absolute nightmare getting anywhere in regard to a refund from TFL.
Over a month ago I was told 7-10 working days.
Finally getting to speak with someone today (via the 0845 number) I was told refunds are taking 6-8 weeks and they are still processing request from August.
Customer service is horrible and the length on hold is just insane.
When writing complaints to them or those who help with problems with TFL thought it might be an idea to quote TFL's own Customer Feedback and Complaint Policy.
I read it and it is the total opposite to what I have experienced.

• Easy to Access
We will make access to our customer services teams as easy as possible,
whether by written correspondence, e-mail, fax, telephone, web-form or
other methods. We are committed to making communication with us as
easy as possible. We will assist people who have difficulty in contacting
TfL due to disabilities or language problems.
• Timely
All feedback will be dealt with in a timely manner, adhering to published
timescales and guidelines
We will keep you informed about the different stages of the contact
process.
If we are unable to deal with your communication informally with an
on the spot reply, we will endeavour to respond within 10 working
days.
If we are unable to resolve your query within 10 working days, we
will send you an update within 15 days of the original date.
• Confidential
We will keep all personal details confidential, in accordance with applicable
legislation and internal guidelines. However, we may share information
within TfL to the extent necessary to resolve an issue or to be able to offer
a reply.
• Informative and Simple
We will aim to eliminate jargon and to communicate in a clear and concise
way. Our response to your feedback will:
aim to answer all points of concern
be factually correct
aim to find positive, workable solutions.
If you are dissatisfied with our response, we will tell you what options are
open to you.
• Fair and Effective
We will ensure that all customer feedback is handled in a fair and effective
way. This means that we will deal with feedback without bias towards any
particular group or body and that we will be consistent and thorough in our
approach. Where it is necessary to carry out an investigation as part of
our response, you can be assured that this will be impartially and fairly
handled.

This is definitely not the experience that I have had at all!

moonrakerz

BEWARE of any post with "rip-off" in the title !!!

geordieracer

Ha Ha this thread made me chuckle!!

The OP has had a name change too i see.

Notice how he also didnt reply after sending somethign off to London Travel watch.. guess he must have got his refund after all..

christyJ - whilst i do feel sorry for your plight do you not think that they may be busy at the moment? I know they are as they are still dealing with refunds frrom when the strike was on and with people trying to ring them up every 5 mins like yourself and this then takes the time for them to get things done.

Its not great- i admit, but they are only human...

Lemonade_Pockets

trinidadone wrote: »

. My beef with TFL is this should not be happoning at all. Its like going into a supermarket, planning on buying some milk, changing your mink, leaving and being charged on the way out. TFL should not be charging customer thats the bottom line.

Its actually more like paying for the carpark going to get some mink/milk whatever it is then changing your mind a discovering you can't get a refund. Now I'm sure if the shop had run out of milk and you asked them nicely they'd refund it just like TFL will if the train doesn't arrive. Tho unlike a shop there are normally signs everywhere which show if the train isn't going to arrive so you don't have to go in in the first place.

I don't see how else it can operate as any other way you would get all kinds of people abusing for all manner of different reasons ultimately making the stations and platforms busier and probably driving up costs anyway.