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Suspect my scenario is niche. I lost my Oyster and bought another. The old one had a zone 1-2 travelcard on it and I applied for a product transfer. Because it seemed like it didn’t work on the website the first time I tried two more times.
Soon after my new Oyster had registered 3 x zone 1-2 travel cards on it as well as about £100 in credit even though my old one had only one third of that. Obviously the system registered three transfers onto my new Oyster. To make it stranger my old “cancelled” Oyster was never removed from my TfL account.
Fast forward a few months later and it all looks exactly the same as described above on my account. £100 of credit and three travel cards expiring in a few months time.
I decided to cancel my travelcard given I stopped going into the office every day so I applied for a product refund. On the new card I was told to call TfL because there was no payment card attached to it.
I then successfully applied for a refund on my old “cancelled” oyster card and sure enough within a few days I’ve received the full refund back to my credit card. Meanwhile, my new Oyster card still registers as it was before and works 100% as before.
Not sure what I should do? Is it my responsibility to inform TfL of this mistake? I asked a customer representative a few months ago to check if the balance on my oyster was correct and they didn’t correct me.
Wondering if anyone else has a similar story or has any advice for me. I’d obviously like to keep using the oyster but if I’m in breach of some sort of rule or regulation I’d like to know so I can rectify. I don’t see why it’s my responsibility to make sure their system is working….
Hi Matthew,
This does seem like a strange one. When you transfer products from one Oyster card to another the original one gets cancelled. The card itself still appears active but the next time it is touched in on a journey it will be physically cancelled. However, the central system should know that it’s been cancelled and not allow anything further to be processed against the card.
I can’t see what rule you might have broken though. You have pointed out the three travelcards to them which should have raised alarm bells. And if they’ve refunded the travelcard from the wrong card then that is down to them. Also, an Oyster card is not supposed to be able to hold more than £90 in credit, but I guess it might allow it if the top-up is coming from a transfer.
What you do now is up to your conscience, really. When the travelcards expire the card will start using the PAYG balance.
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