Hi Mike,
Apologies for taking a while to get back!
The customer service adviser may have misunderstood the request and pointed me to “a Technology Portal where you can submit an offer or suggestion” (https://tfl.gov.uk/forms/12408.aspx). I’ve checked the page and believe it relates to the TfL Open Innovation initiative, which is unlikely to be able to help in this case.
I have gotten back to them and asked for the request to be routed to the team in charge of fare-setting. I will report back when I hear from them again.