190,000 complain to TfL about overcharging on Oyster cards - News - Evening Standard
       

190,000 complain to TfL about overcharging on Oyster cards

Nearly 190,000 people have complained about being overcharged on their Oyster cards in the past 18 months, figures show today.

Of those, 46 per cent had their money refunded. By far the biggest reason for complaints was people being given a £4 penalty for failing to "touch out" at the end of a trip.

Refunds are given if there is a good reason for not touching out, such as a station being evacuated, but not if the owner forgot.

Although they represent a tiny portion of the 438,000,000 pay-asyougo journeys in the same period, the number of complaints grew from 11,921 in Oyster's first three months to 60,007 in the most recent three.

The figures only include people complaining via the official phone line, not at stations. Others may not realise they have been fined.

London TravelWatch said: "It's not a huge problem but we would urge people to make sure they are charged correctly."

Passengers can check what they were charged for their past eight journeys at ticket machines.

TfL said complaints had gone up in line with an increase in Oyster card journeys.

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