Card or bank statements

Unexpected charges

Do you have a travel charge on your card or bank statement from us, but you don't use a contactless payment card or other contactless method to travel? Do you usually use Oyster to travel on our services? Do you keep your Oyster card in the same purse or wallet as your contactless payment card? If the answer to any of these questions is yes, you may have been affected by card clash.

If you touch the reader with a wallet or purse containing more than one contactless payment card, it doesn't know which card to read and your fare could be charged to a card you didn't want to pay with.

It's also possible that you've been charged two maximum fares - this could happen because the yellow card reader reads one card when you touch in at the start of your journey and a different card at the end when you touch out. If we think this has happened and we believe that it was accidental, we will refund the charge automatically.

If you think you have been charged a fare on a card you did not intend to pay with, you can check your card's journey history. When you sign in to your contactless and Oyster account you can check any contactless payment and Oyster cards that you have added to your account. If you have been charged a maximum fare on either card for the same journey, and we have not automatically refunded the charge, you can apply for a refund.

Alternatively, contact our Customer Services on 0343 222 1234 (TfL call charges) and apply for a refund.

Make sure you only touch the card you want to pay with on the card reader.

How a card statement could look

Charges from us for travel made on our services are described as:

  • Travel charges
  • Travel refunds
  • Unpaid fares

Card or bank statements do not show details of the journeys made or how the daily charge was calculated. This information is available if you sign up for a contactless and Oyster account.   

  • The 'transaction date' is the day that you travelled (not all card issuers show this)
  • The 'posting date' is when payment has been taken from your account

How much text is displayed on your statement is decided by your card issuer; not all issuers will show the charge/refund description; it may simply show This is particularly the case for mobile applications.

Travel charge

This is the total cost of all the travel you have made in a single day.

We calculate the total cost of all the journeys you make in a day and this is made as one charge. You can see the detail of all the journeys and payments that count towards this daily charge by signing into your contactless and Oyster account.

The daily travel charge might also include a credit or debit adjustment. This usually happens:

  • When journey information has been received late
  • Because we have automatically completed an incomplete journey

Travel refund

This will be when you have received a refund from us. This could be following disruption or because you applied for a refund for an incomplete journey either via your contactless and Oyster account or by calling Customer Services. Wherever possible, refunds are credited against daily travel charges; you will be able to see if this has been done in your contactless and Oyster account.

A refund will appear on your statement if:

  • You did not travel on the day the refund was processed
  • The refund amount was more than your daily travel charge

Sign in to your contactless and Oyster account to see your refund history.

Unpaid fares

This is for money you owed to us that has now been paid.

This usually happens when you have used your card to travel on our services, but your card issuer did not authorise the payment.  The payment could have subsequently been made by:

  • You from your contactless and Oyster account
  • You calling our Customer Services team
  • Your card issuer who has since authorised the payment, or
  • Us, after we sought the outstanding payment from your card issuer

Pending transactions

Your card issuer may show that you have a pending transaction from TfL. If you use a phone or mobile app for contactless payments, you are also likely to see these transactions.

When you touch in at the start of a journey, the card issuer takes a nominal charge when authorising the transaction.  Depending on the issuer, this could be for £0.00, £0.01 or £0.10. Actual fares are not charged until the daily charge is calculated at the end of the day.

Pending transactions could show on your statement for up to two weeks. The nominal amounts are not charged, they disappear when the correct daily travel charge has been settled.


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