Difficulties resolving Oyster problems

[Haywain]

So, I travelled in London on Saturday using two Oyster cards (it's complicated ...), and when I checked my account on Sunday one of them had a missing touch out while the other had a problem because I'd entered Highbury & Islington station just in time to hear that not trains were running on the Victoria line, so I left again to get a bus. Inevitably, I was charged for that. After waiting a couple of days for the issues to be automatically resolved, they weren't so I had to deal with it. However, I have been unable to do anything online as after I selected the relevant option I was redirected to the log-in page, and the same keeps happening. I had to resort to phoning and spending 15 minutes on the phone to get two simple issues resolved. Last time I had a problem the phone number was coming back as not working so I had to resort to email, with an exchange that lasted the best part of two weeks! Am I just unlucky in experiencing problems getting through to someone top help, and being unable to use an online option or is this quite normal?

 

[Snow1964]

Long while since I had to sort anything, it took two phone calls (and lot of waiting), you know the drill, your call is important to us, but we can't be bothered to staff the call centre properly, so you can wait ages

 

[Bungle965]

Long while since I had to sort anything, it took two phone calls (and lot of waiting), you know the drill, your call is important to us, but we can't be bothered to staff the call centre properly, so you can wait ages

I have a feeling the call centre is now outsourced rather than with TfL staff, so that’ll only enhance the experience you receive…

 

[bcarmicle]

I emailed the Oyster team about a refund just before Christmas and had a reply two working days later, and the refund ready onto FUL a working day after that.

 

[Buzby]

I have a feeling the call centre is now outsourced

It has been for awhile - I understand they use a centre in Dundee…..

 

[Haywain]

I understand they use a centre in Dundee…..

There was definitely a Scottish accent, not that there would be anything unusual in that in a London call centre!

 

[FiloFax]

It has been for awhile - I understand they use a centre in Dundee…..

I think there is a call centre used by TFL is in Arbroath.

 

[Buzby]

I think there is a call centre used by TFL is in Arbroath.

That’s where they ended up - initially Brechin and Laurencekirk (nearest city Dundee!) and called Journeycall.

 

[Wallsendmag]

I had to call after I had the pleasure of a trip to Arsenal the tap in on the way back didn’t register , was quickly resolved though