Lost Oyster Card (with one moth travel pass)

Isha Gupta made this Freedom of Information request to Transport for London

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was refused by Transport for London.

Dear Transport for London,

On Thursday 29th of November 2018 at 09.19 I recharged an Oyster card for monthly travelcard for Zones 1–3 for £153.60 from one of the vending machines at Tower Hill station. I purchased the card using my Visa card (forex). However, on I misplaced the oyster card (1st December 2018).

Today I called the TfL customer service telephone number and was advised that as part of the oyster card terms and conditions, no refund would be given to a lost unregistered oyster card. This seems a little unusual and there is a clear digital paper trail from both the Visa card transaction history and vending machine transaction time. I have got a receipt, you could be able to find the Oyster card number from it. So I conclude you have a record of what card was recharged, when it was and what credit/debit card paid for it. Furthermore I do not recall accepting or agreeing to any terms and conditions when I purchased this oyster card monthly travel card.

Having conducted some research today it seems there are cases where people have lost unregistered oyster cards and were successful in getting refunds by providing the debit/credit card number they used when purchasing oyster cards, as well as details of when and where they made the transaction. (Please see: https://www.whatdotheyknow.com/request/l...)

Please could you tell me if there is any way at all to recover/apply for a refund for a lost unregistered card with a monthly travel card in it?

I have the receipt, my card number and the transaction on my debit card statement. I lost the card on the train itself and can provide exact details om my last journeys and where I believe I lost the card (this may help you verify the card ownership). As I am new to London, any information that you can give is greatly appreciated. Once a decision has been made, I will be sure to register the new card.

I am able to provide the copy of receipt, my card number (incl. other card and transaction details), my last journey details and my ID proofs, as you may require.

Kind regards,

Yours faithfully,

Isha Gupta

Dear Transport for London,

Regarding my last request, apologies for giving an incorrect name of the station (where I recharged my card).
I had recharged it at Royal Vicotria station with Merchant ID : **86736

Yours faithfully,
Isha Gupta

FOI, Transport for London

Dear Isha Gupta

Thank you for your email. Your enquiry has been forwarded to the Oyster Customer services team who will respond to you in due course.

Yours sincerely

FOI Case Management team
Transport for London

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FOI, Transport for London

Dear Isha Gupta

Thank you for your email. Your enquiry has been forwarded to the Oyster Customer services team who will respond to you in due course.

Yours sincerely

FOI Case Management team
Transport for London

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OysterEnquiries, Transport for London

[1]Transport for London
Transport
for London
Ref: 12730249

4 December

Dear Isha

Thank you for your email of 3 December about your lost Oyster card.

I’m sorry to hear that this has happened to you and understand your
frustration.

I can disable and replace or refund an Oyster card; however, before I can
do this I need to verify the card details. Transport for London can only
do this with cards that have been registered at a ticket office or
protected online.

As your Oyster card was neither registered nor protected, I’m unable to
process your request on this occasion.

I strongly recommend that if you buy a new Oyster card, please register
and/or protect it as:

* We can replace or refund your Oyster card if it is lost or stolen

* We can resolve issues like this more quickly if you need to contact us

If you have already bought a new Oyster card, you can protect it online.
You can do this by adding the card to an existing Oyster online account,
or by creating an account on our website. I’ve included a link for your
convenience: [2]https://oyster.tfl.gov.uk/oyster.

There are plenty of benefits to having an Oyster online account. You can:

* Report your Oyster card as lost or stolen

* Apply for incomplete journey refunds

* Top up your pay as you go credit and add or renew Travelcards

* Set up Auto top-up

* See your Oyster journey history

* Check what's on your Oyster card

Alternatively, you can buy and register a new Oyster card at:

* Oyster Ticket Stops in many newsagents and hundreds of other shops in
London

* Tube, London Overground, TfL Rail and some National Rail stations

* Visitor Centres

If you no longer wish to use an Oyster card, please note you can use a
contactless debit or credit card. These can be used immediately anywhere
on our network and you won’t need to top up. For more information please
visit our website [3]www.tfl.gov.uk/contactless.

Sorry I couldn’t be more helpful on this occasion.

Thanks again for contacting us. If there is anything else we can help you
with, please reply to this email. Alternatively, you can call us on 0343
222 1234 and we'll be happy to help you.

Kind regards

Fraser Ballantyne
Customer Service Adviser
Transport for London Customer Services

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[4]Mayor of London - Every Journey Matters
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References

Visible links
2. https://oyster.tfl.gov.uk/oyster
3. http://www.tfl.gov.uk/contactless
4. http://www.tfl.gov.uk/
5. http://www.tfl.gov.uk/corporate/about-tfl/