I travelled St Albans to St Pancras on 2nd December - and have correctly been charged (£8.30) for the outward part of the journey.
I returned overnight that evening on the 4:44 am train back, but have been charged twice for the one journey.
Initially my account showed a 5:16am tap out at St Albans (correct) and no tap in at St Pancras, so I filled in a tap in at 4:30, assuming that would give me the correct charge. That then went through as an £8:30 charge for a journey Friday 3rd (which it was in the early hours of).
Then after that had gone through, the system found a 4:29 am tap in at St Pancras, a minute before my addition, and has given me a further journey of that in and 4:30 am "autofill" at St Albans and has charged me a further £8:30 for Thursday 2nd.
Quite apart from 1 minute not being long enough to make the platform, let alone St Pancras to St Albans, I assume I have been caught over some day change confusing the system. The previous train was in fact an hour before at that time of night, so no chance of any other train ay 4:29am.
Thus I have been charged for a one minute journey to St Albans at 4:29, and a 46 minute journey a minute later.
Having complained to customer services, and given them the detail, they say "after checking our records, I haven’t been able to see any double payments for the journeys you have taken on 2 and 3 December 2021".
What is my next move - is it to go to the rail ombudsman, and / or the credit card company or is there a prior step I should take?
I returned overnight that evening on the 4:44 am train back, but have been charged twice for the one journey.
Initially my account showed a 5:16am tap out at St Albans (correct) and no tap in at St Pancras, so I filled in a tap in at 4:30, assuming that would give me the correct charge. That then went through as an £8:30 charge for a journey Friday 3rd (which it was in the early hours of).
Then after that had gone through, the system found a 4:29 am tap in at St Pancras, a minute before my addition, and has given me a further journey of that in and 4:30 am "autofill" at St Albans and has charged me a further £8:30 for Thursday 2nd.
Quite apart from 1 minute not being long enough to make the platform, let alone St Pancras to St Albans, I assume I have been caught over some day change confusing the system. The previous train was in fact an hour before at that time of night, so no chance of any other train ay 4:29am.
Thus I have been charged for a one minute journey to St Albans at 4:29, and a 46 minute journey a minute later.
Having complained to customer services, and given them the detail, they say "after checking our records, I haven’t been able to see any double payments for the journeys you have taken on 2 and 3 December 2021".
What is my next move - is it to go to the rail ombudsman, and / or the credit card company or is there a prior step I should take?