- This topic has 6 replies, 3 voices, and was last updated 1 month ago by
.
-
Posts
-
I’ve had two examples on the last week of the gates at Bond Street (EL Hanover Square entrance) registering an entry incorrectly using contactless (Google pay).
One registered the entry at 1027 in the morning rather than ~1800 in the evening. And the second didn’t register at all. The gates opened on both occasions so there was no indication at the station that there was a problem. Both, of course, led to maximum fares – I’ll seek a refund, but two errors in one week is unusual.
I’ve also had two examples of double charges overnight (ie the day’s charges being charged to my card twice).
Has anyone else had anything like this, or is it just my bad luck?
Hi Richard,
You do seem to be a bit unlucky. On the first issue it does seem like there is a problem with one of the gates (or possibly a gateline) at that entrance. Do you habitually use the same gate? I’d be interested to see your journey history for the days in question. I’m aware of a couple of instances of gate clocks being out, both at London Bridge NR. On one occasion the time was correct but the date hadn’t changed on an exit gate meaning people touched out the day before they touched in. On the other one the time was about 5 minutes slow and someone was charged peak instead of off-peak. When confronted with evidence I did manage to get TfL to credit the difference for that customer.
The second issue is way more serious. Does your account show just the one set of touches, both in journey history and payment history? Have TfL resolved the issue quickly? If it’s two identical charges at the same time then I’d be inclined to ask your bank whether they can see anything wrong at their end. If you can let me know exact details of when this happened I’ll ask some questions.
Hi Mike – thanks for the assessment
On the gate issues – I don’t habitually always use the same gate – but that doesn’t mean I didn’t, I guess! Here’s the journey history for those two days:
16/12/2025 £11.65
Mudchute to Bond Street / 07:09 – 07:46 / £3.50
Bond Street to Unknown / 10:27 – –:– / £2.90
Unknown to Canary Wharf (Elizabeth line) / –:– – 18:56 / £3.50
Bus Journey, Route 277 / 19:18 / £1.7519/12/2025 £16.00
Mudchute to Bond Street / 08:08 – 08:40 / £3.50
Unknown to Canary Wharf (Elizabeth line) / –:– – 18:10 / £10.50
Canary Wharf (DLR) to Mudchute / 18:15 – 18:22 / £2.00The first (16/12), TFL have refused to credit, saying that I should investigate whether someone else used my card at 1027. I think that’s impossible (it’s my phone, and it was with me all day) so I have argued back. Let’s see.
The second (19/12) has been quickly resolved by TFL (and the last two journeys merged, correctly, to a single journey, Bond Street to Mudchute / £3.50)
On the double-charging, here’s the journey history. There is only one set of touches on each day. The journey history and payment history show the same. But the charge appears twice (in quick succession, overnight) at the bank. I’ve raised with TFL but not heard back yet (I only contacted them yesterday, to be fair).
17/12/2025 £8.90
Mudchute to White City / 06:57 – 07:47 / £3.50
White City to Shepherds Bush (London Underground) / 17:10 – 17:17 / £2.10
London Bridge (London Underground) to Canary Wharf (London Underground) / 22:10 – 22:20 / £2.90
Bus Journey, Route 135 / 22:23 / £0.40 (capped)14/12/2025 £2.90
Kings Cross St Pancras (Underground) to Mudchute / 18:13 – 18:49 / £2.90Cheers
Hi Richard,
So it’s been an eventful 7 days!
I agree that it’s unlikely anyone else used your phone. If you feel inclined you might want to check google maps timeline (if you have it activated) as that may indicate where you were at 10:27. Another avenue may be to contact your mobile provider and see if they can assist. If your phone pinged a mast nowhere near Bond Street at that time then it would be pretty conclusive. The other thing to ask TfL is why the charges for the 1st one were not incomplete journeys. That points to something fishy to me.
For the overcharges, I’d be asking my bank anyway, so that it’s logged that you’re actively investigating. They may even agree to refund the amount in the circumstances. TfL should only ever produce one transaction per day per card.
I’d assume that the Direct Debit Guarantee applies in this instance. If TfL info only calls for one payment then the bank should be on the hook for the second, regardless of the actual party at fault.
- You must be logged in to reply to this topic.