TfL Ref: 2326-1819

Thank you for your email received by us on 3 December 2018 asking for information about refunds in relation to contactless payment card (CPC) travel following your previous request for information (reference: 2326-1819).

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm that we hold some of the information you require. You asked for:

figures for the number of successful refund requests made in the remaining months* of 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.
Please now supply the figures for Jan - August 17 and Dec 17.

As mentioned in our previous response, 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.

Please see the following requested data; figures for June 2017 are yet to be complete and therefore are omitted.

JULY   
Refund Method Refund Status Volume Value
Ad Hoc Load Awaiting transfer to   station 0 £0.00
Ad Hoc Load Closed 979 £6,316.91
Ad Hoc Load Failed 166 £886.65
BACS Failed 16 £144.50
BACS Issued 7725 £80,904.01
BACS Pending FSC Action 44 £295.70
Cheque Issued 5 £83.30
Cheque Cleared 5 £228.00
Web Account Credit Successful 191 £1,056.70
SWIFT Issued 21 £730.05
   
Total claims 9152  
Total paid/pending 8970  
Value Refunded £89,614.67  
   
AUGUST   
Refund Method Refund Status Volume Value
Ad Hoc Load Awaiting transfer to station 1 £5.40
Ad Hoc Load Closed 905 £5,916.78
Ad Hoc Load Failed 184 £1,146.53
BACS Failed 15 £82.50
BACS Issued 7733 £70,045.14
BACS Pending FSC Action 49 £369.00
Cheque Cleared 5 £121.48
Web Account Credit Successful 413 £2,919.35
SWIFT Issued 25 £1,076.10
   
Total claims 9330  
Total paid/pending 9131  
Value Refunded £80,453.25  
   
   
SEPTEMBER   
Refund Method Refund Status Volume Value
Ad Hoc Load Awaiting transfer to station 1 £3.10
Ad Hoc Load Closed 973 £6,757.30
Ad Hoc Load Failed 154 £1,088.28
BACS Failed 9 £70.20
BACS Issued 7810 £73,034.54
BACS Pending FSC Action 36 £401.70
Cheque Cleared 1 £7.70
Web Account Credit Successful 276 £1,781.74
SWIFT Issued 27 £1,084.70
   
Total claims 9287  
Total paid/pending 9124  
Value Refunded £83,070.78  
   
   
OCTOBER   
Refund Method Refund Status Volume Value
Ad Hoc Load Awaiting transfer to station 2 £19.00
Ad Hoc Load Closed 1120 £8,710.58
Ad Hoc Load Failed 109 £870.32
BACS Failed 11 £120.30
BACS Issued 8482 £83,814.15
BACS Pending FSC Action 49 £379.45
Cheque Issued 1 £25.50
Cheque Cleared 3 £23.90
Web Account Credit Successful 244 £1,707.51
SWIFT Issued 20 £921.90
   
Total claims 10041  
Total paid/pending £9,921.00  
Value Refunded £95,601.99  
   
   
   
NOVEMBER   
Refund Method Refund Status Volume Value
Ad Hoc Load Awaiting transfer to station 1 £10.00
Ad Hoc Load Closed 781 £6,277.01
Ad Hoc Load Failed 77 £695.60
BACS Failed 39 £643.05
BACS Issued 8241 £96,603.97
BACS Pending FSC Action 29 £175.20
Cheque Issued 5 £235.20
Web Account Credit Successful 265 £1,647.79
SWIFT Issued 29 £843.60
   
Total claims 9467  
Total paid/pending 9351  
Value Refunded £105,792.77  
   
   
DECEMBER   
Refund Method Refund Status Volume Value
Ad Hoc Load Awaiting transfer to station 1 £23.00
Ad Hoc Load Closed 545 £3,792.37
Ad Hoc Load Failed 72 £531.55
BACS Failed 45 £277.30
BACS Issued 6844 £68,900.93
BACS Pending FSC Action 2 £10.80
Cheque Issued 2 £12.90
Web Account Credit Successful 191 £1,056.70
SWIFT Issued 22 £617.50
   
Total claims 7724  
Total paid/pending 7607  
Value Refunded £74,414.20  
      

If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely

Jasmine Howard
FOI Case Officer
Information Governance
Transport For London