Dear Transport for London,

I have looked on your website about the process of claiming a full/partial refund for a lost unregistered oyster card with a monthly travel card in it. While your website outlines the process for registered oyster card, it does not explicitly say anything about unregistered oyster cards.

I have called the TfL customer service telephone number, but I was advised that as part of the oyster card terms and conditions, no support could be given to lost unregistered oyster card. This seems a bit vague, and I also do not recall accepting or agreeing to any terms and conditions when I purchased my oyster card and my monthly travel card.

I have done my online research and it seems there are cases when people have lost unregistered oyster cards and were able to get a refund of their top-up by providing the card number they used when topping up, as well as details of when and where they made their top-up transaction. (Please see: http://forums.moneysavingexpert.com/show...

Please could you tell me if there is any way at all to recover/apply for a full or partial refund for a lost unregistered card with a monthly travel card in it? Or could you confirm if there is absolutely no way whatsoever of recovering/applying for a refund for this?

Any information greatly appreciated.

Sarah

FOI, Transport for London

Dear Sarah

 

Thank you for your e-mail. I have passed your query onto our Customer
Service team as this type of query would not be dealt with under the
Freedom of Information Act. I am sure that they will contact you directly
in due course. If you would like to follow up your query please contact
them at [1][email address].

 

If you have any other queries with which I can be of assistance please
feel free to contact me.

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[2][TfL request email]

 

 

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Transport for London

 

Ref: 7457970

 

3 May 2017 

 

Dear Sarah

 

Thank you for your online form via whatdotheyknow.com.

The section your looking for is in [1]TfL's Conditions of Carriage, which
can be found by clicking the [2]'Terms & conditions' link at the bottom of
every page of the [3]TfL website.

In section 12.1.2 which is found on page 37 we state

"12.1.2 We will not give you a refund for a season ticket or pay as you go
credit on an unregistered/unprotected Oyster card which has been lost or
has been stolen."

I'm not allowed to discuss another persons enquiry, but I can advise
generally on TfL policy.

If a customer has a registered Oyster card, but can't remember the Oyster
card number, we can use some payment information to find the Oyster card
number related to that payment. However, no refund is due if the lost or
stolen Oyster card is found to be unregistered.

Similarly, if the customer has the Oyster card number when they contact
TfL customer services and that Oyster card is found to be unregistered, no
refund is due for a lost or stolen card.

Even if the customer still has the recipt for their last transaction,
which has the Oyster card number printed on it, if that Oyster card is
found to be unregistered, no refund is due for a lost or stolen card.

TfL may sometimes help customers with unregistered Oyster cards depending
on the specific circumstances of the enquiry.

However, such resolutions are assessed on a case by case basis and TfL
would make clear that any refunds issued are specific to that particular
enquiry and no refund is actually due for a lost or stolen card.

We then recommend that customers register any subsequent Oyster cards and
advise that no refund will be due if the circumstances are repeated with
another unregistered Oyster card.

Thank you for taking the time to contact us. Please contact me again if
you need any further assistance or if you would prefer to talk to us about
this matter, please call us on 0343 222 1234.

Kind regards

 

 

Jay Bue

Customer Service Adviser

Transport for London Customer Services

 

If you wish to reply directly to this email, please click on the reply
button on your toolbar. Please do not alter or delete the subject line as
this will result in your email not being delivered.

We aim to reply to all emails within ten working days.

If you wish to contact us with a new or unrelated query or look at our
Frequently Asked Questions, please [4]click here

 

If you would like to follow TfL on Twitter, or to join our Facebook page,
please      [5]click here

 

 

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References

Visible links
1. https://tfl.gov.uk/corporate/terms-and-c...
2. https://tfl.gov.uk/corporate/terms-and-c...
3. https://tfl.gov.uk/
4. https://custserv.tfl.gov.uk/icss_csip/re...
5. http://www.tfl.gov.uk/social-media
6. http://www.tfl.gov.uk/corporate/about-tfl/

Transport for London

 

Ref: 7457970

 

3 May 2017 

 

Dear Sarah

 

My apologies, making sure I gave you all of the information relating to
lost and stolen Oyster cards, I neglected to include the information
relating to the information found on an Oyster card it self.

On the back of all Oyster cards we state

"The issue and use of this Oyster card is subject to TfL's Conditions of
Carrage,[...]."

This is where a customer agrees to the terms and conditions stated in
TfL's Conditions of Carrage.

Thank you for taking the time to contact us. Please contact me again if
you need any further assistance or if you would prefer to talk to us about
this matter, please call us on 0343 222 1234.

Kind regards

 

 

Jay Bue

Customer Service Adviser

Transport for London Customer Services

 

If you wish to reply directly to this email, please click on the reply
button on your toolbar. Please do not alter or delete the subject line as
this will result in your email not being delivered.

We aim to reply to all emails within ten working days.

If you wish to contact us with a new or unrelated query or look at our
Frequently Asked Questions, please [1]click here

 

If you would like to follow TfL on Twitter, or to join our Facebook page,
please      [2]click here

 

 

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.

References

Visible links
1. https://custserv.tfl.gov.uk/icss_csip/re...
2. http://www.tfl.gov.uk/social-media
3. http://www.tfl.gov.uk/corporate/about-tfl/

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