Contactless refund
Request ID: FOI-0751-1819
Date published: 06 July 2018
You asked
Please release figures for the number of successful refund requests made in November 2017 where a user's contactless payment card or other contactless payment system (phones etc) was charged an incorrect sum for their total travel in one day.
We answered
Our ref: FOI-0751-1819/GH
Thank you for your request received by Transport for London (TfL) on 20 June 2018 asking for information about Contactless Payment Card (CPC) refunds.
Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold some of the information you require.
We are unable to report on the specific refund requests due to a customer being charged an incorrect sum. We can however, provide information relating to refunds in general.
The table below shows cases raised by customers in November 2017, which resulted in a refunds put through our refund system in November and December 2017 regardless of the refund scenario the agent selected.
|
Refund Method
|
Refund Status
|
Volume
|
Value
|
|
Ad Hoc Load
|
Awaiting transfer to station
|
1
|
£10.00
|
|
Ad Hoc Load
|
Closed
|
715
|
£5,742.01
|
|
Ad Hoc Load
|
Failed
|
74
|
£649.30
|
|
BACS
|
Failed
|
37
|
£348.65
|
|
BACS
|
Issued
|
8001
|
£91,190.97
|
|
BACS
|
Pending FSC Action
|
28
|
£171.30
|
|
Cheque
|
Issued
|
4
|
£184.40
|
|
Web Account Credit
|
Successful
|
239
|
£1,487.12
|
|
SWIFT
|
Issued
|
25
|
£783.40
|
|
|
|
|
|
Total claims
|
9124
|
|
|
|
Total paid/pending
|
9013
|
|
|
|
Value Refunded
|
£99,569.20
|
|
|
It is worth noting that the information shown may show variances due to factors such as a case being logged incorrectly, or CPC refunds being logged against Oyster due to card clash type issues. We may for example be including refunds against CPC charges incurred because the customer had lost their Oyster card and was using CPC in the interim. A customer may also submit a CPC case, but the refund associated with it might relate to say a goodwill gesture due to how a member of staff handled the situation rather than anything to do with incorrect charging.
Without checking every record we could not determine whether the customer was actually charged incorrectly (or that they were charged incorrectly during November 2017) as customers can often make claims for multiple charges/issues under the one case reference.
If this is not the information you are looking for please do not hesitate to contact me.
If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.
Yours sincerely
Graham Hurt
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
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