Hi Andrew,
Thanks for the updates both here and on the news page. I’m hopeful that TfL will sort out some automatic refunds as they did so for the other major issue from the March fare revision involving c2c.
Not excusing anyone, but I feel it might help to explain the processes involved here. With Project Oval stations the responsibility to enter the correct fares rests with the train company who set them. The fares from February were supplied to TfL last summer in readiness for the original launch. Then came the cyber security incident and everything got put on hold. In the meantime the revised fares from March were supplied to TfL where I’m pretty sure only the actual fare would have been changed. TfL (or Cubic who actually do it) require between two and three months notice of fares changes so that testing can be carried out and an inplimentation plan agreed. When the old fares went live in February it was way too late to make any changes in time for March, which is why the corrections came into effect with the (normally) minor revision in June.
I’m less clear about what should happen with customer services, but hopefully the intervention of a local MP and the Department for Transport may elicit improvements going forward.
Incidentally, I don’t think they’ve fully fixed the issue. If I attempt to buy a single ticket from Sevenoaks to Oxford Circus on the Southeastern website leaving at 1700 on Monday it will sell me an off-peak single at £11.20. But if I ask the fare finder what the PAYG fare will be it says £18.20 as the peak fare is still showing as both morning and evening. What is your understanding where the journey ends in zone 1 but beyond a London Terminal?