Being charged for Not swiping In&Out

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  • 02/11/2021 at 12:11 #3599
    ben dawson
    Participant

    I found this web site I hope someone can help! I am having a big problem with a journey I do from time to time. I have a Season-Ticket from East Tilbury to Fenchurch Street which I usually do 5 days per week but sometimes I need to get to get to WestFerry so I go via LimeHouse and change there.
    I tap my card into the gates into the D.L.R. station and travel on that train. I get charged £17 for this and I spoke to the Phone Line as it is charging me for Swiping Out at LimeHouse (but I swiped IN) and also Swiping In at WestFerry (but I Swiped Out at the machine).

    I can not workout the problem because it works fine in the other way where you go down stairs and also on the way out for other Journeys in London I do and TFL are no longer happy to refund any fees in the direction to WestFerry as they have Refunded to many. They say I need to Swape In not Out at LimeHouse but I am swiping In I am going through the Green Arrow on the gate. I have worked out to stop Swiping out at WestFerry which reduces the charges but I am still charged £8.50 going out. Therefore, I am hoping you can Assist 🙂

    Ben

    02/11/2021 at 18:29 #3600
    Mike
    Moderator

    Hi Ben,

    Can you copy a sample of journey history which shows these charges?

    I think you must be touching out on the gates from the c2c station. If that is the case then you need to use your East Tilbury to Fenchurch Street ticket in those gates. The touch in for Limehouse DLR is likely to be validators, probably at the end of the link bridge.

    Let me know if that makes sense.

    03/11/2021 at 22:10 #3602
    ben dawson
    Participant

    hi there
    Thanks for your advice, going back a few weeks on the phone it shows it
    ???? to LimeHouse( National Rail)
    ???? to WestFerry

    recently I stopped Swiping Out at WestFerry to avoid getting charged 2x. So just the second one last week.

    if I understand right I need to tap in to the D.L.R. gates with my Train Ticket and then swipe my oyster on the other side. There are only one gates there and every other one is green and red, I will try and draw a picture of what I mean 🙂

    I will try it next week (I think ) and let you know how it goes, Should I Swipe at WestFerry?

    Thanks again, Ben

    03/11/2021 at 23:53 #3608
    Mike
    Moderator

    Hi Ben,

    I’ve been to Limehouse this evening and taken these two photos:

    Limehouse Gates Limehouse validators

    The first one shows the gates. These are the exit gates from the National Rail station. It is confusing given the sign on the wall behind welcoming you to the DLR. The second one shows the validators at the other end of the link bridge.

    So, use your c2c ticket to exit through the gates. If it doesn’t work you’ll need to show it to a member of staff and be let through the manual gate. Then touch your Oyster card on the validators to touch into the DLR station. At Westferry you should touch out on the validators there and it will charge the correct fare.

    • This reply was modified 2 years, 8 months ago by Mike.
    04/11/2021 at 00:27 #3610
    ben dawson
    Participant

    hi,

    O.M.G. I honestly never noticed that swipe machine at the other end before!! I guess because I was not looking for it.
    I feel like a total idiot.
    And I still would not have worked out to use my Train Ticket on the gates without your other advice.

    So thanks so much for your help! Train Ticket in the gates & oyster on the swipe machine. Got it 🙂

    Ben

    04/11/2021 at 00:36 #3611
    Mike
    Moderator

    Hi Ben,

    Have you received an email from me? If yes, please respond as I want to try and help get back some of the overcharges.

    04/11/2021 at 01:14 #3612
    Chris D.
    Participant

    Hi Ben,

    Is the second journey history entry really:

    ???? to WestFerry

    Westferry doesn’t have barriers; normally validators can only start incomplete journeys, not end them.

    If it doesn’t in fact say “Westferry to ????” (ie it’s not just a typo) then the exact expanded journey history from the web site for that entry would be useful, as this would imply something else unusual was going on.

    • This reply was modified 2 years, 8 months ago by Chris D.. Reason: Removed irrelevant reference to CE
    04/11/2021 at 17:25 #3616
    Mike
    Moderator

    Hi Chris,

    Given everything that’s been said I’m confident that it was an unfinished journey as you suggest.

    04/11/2021 at 20:02 #3617
    ben dawson
    Participant

    hi
    Thanks I got your email, it has been for a few months I have been going to WestFerry for work and having this problem, but it was only one payment £8 I could not Refund. That is the point when I investigated what was going on online 🙂 I only do it from time to time and all the ones before they refund without a problem.

    so if it works from now on no need to worry about that one !

    Thanks again for your help
    Ben

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