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TFL cyber attack 2024

friendofdorothy - did you manage to get this nonsense with your card sorted out?

i was in london over the weekend, and used a few buses. my oyster card is registered for automated top-up, so that whenever the balance on it goes below X amount, it takes £ 20 from my bank account (technically, think it's from the debit card i've already given them details of.)

today i had an e-mail saying the top up on sunday failed and will i do something about it pretty damn quick.

Dear Mr Puddy Tat,

We automatically topped up your Oyster card (number X) with £20.00 pay as you go credit on 15 September 2024. However, we were unable to take payment from your credit or debit card.

Please pay this outstanding charge within three working days otherwise your Oyster card may be stopped.
Click to expand...

:confused:

since i'm pretty confident the card is still OK (i used it for some shopping yesterday) and haven't changed the card for a year or two, and it last did a top-up in june, i'm assuming this is part of the issue at their end.

just not sure whether i should go and (re) add card details at the moment...

Wonder if your issue was similar - the machines on buses don't actually communicate with bank immediately, it tends to get sorted out overnight through the 'back office' system (otherwise a buses would take ages standing at stops while the machine communicates with banks - not sure if railway stations do the same) - although if you added money at a shop, that's not quite the same thing.
 
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friendofdorothy said:
Just spoke to some one who said the same thing happened to him - topped up an old oyster card with over £60 went through barriers and onto a train and by the time he got to his destination it no longer worked. It was because it was and old card and it was a pain in the arse to sort it out.

How can a person find out when there is a use by dates on using oyster cards? Do they have a built in expiry date?

and why the fuck do they allow you to top them up and begin to use them?

then leave you looking like a fare dodger and possibly stranded mid journey :mad:
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This happened to my mum with an old card too. She didn't try to top up but it had 20-odd quid on it and suddenly got blocked.
 
Spoke to someone in a tube station they said be side ot was an old card it was stopped. Before I used last Tues it was previously used last in 2014.

They don't tell you there is a use by date on these things:mad: agghh! And it allowed me to top it up!

They have had my £20 for a week now and I may have paid more than I needed for my train/ DLR/ DLR / bus journey the night it all went wrong. They made me look like a fare dodger. Thank fuck I had a debit card to get me home.

Apparently I need to phone them have another oyster card I can transfer the credit to them activate it on the tube? Well that's what the barrier staff in a tube said. (A tube station I had only visited to sort this out before getting bus home.) Arrgh! I don't live anywhere near a tube... Not sure how old the other oysters I have are either.

By the time I've done that I should have my 60+ oyster back anyway. I want my money back.

How do I make a complaint?
 
friendofdorothy said:
They don't tell you there is a use by date on these things:mad: agghh! And it allowed me to top it up!
Click to expand...

I couldn't find anything to say that oyster cards expire either because the card is old, or because it's not been used for x amount of time.

i'm not sure if the staff member you spoke to is talking balls.

friendofdorothy said:
By the time I've done that I should have my 60+ oyster back anyway. I want my money back.
Click to expand...

i rang today to ask about what's going on with mine - the recorded message did say something about possibility of refunds if they have been unable to issue a new card, but i'm not sure what circumstances that applies to.

friendofdorothy said:
How do I make a complaint?
Click to expand...

i'd suggest talking to their customer services people first (the bloke i spoke to today said they can't actually access any records at the moment - try again towards the end of the week)

this contact form includes complaints.
 
friendofdorothy said:
Thanks mr tat. Still the effects of the cyber attack?
Click to expand...

yes.

the bloke i spoke to thought it was possible that's what caused the top up payment fail. the website shows journey history, but didn't show any card registered, so looks like that bit had got wiped. i have entered (the same) card details again and made the payment.

i think they are going to have quite a backlog of stuff to sort out when they do get the computers put together again...
 
Puddy_Tat said:
i'd suggest talking to their customer services people first (the bloke i spoke to today said they can't actually access any records at the moment - try again towards the end of the week)

this contact form includes complaints.
Click to expand...
Thanks. Having spent what seemed like hours on the phone to get my 60+ card replaced i couldn't face phoning them again. I've just filled in the online form with a complaint asking for a refund. Have to wait 10 days for a reply. Humph :(.
 
Have just had an email to say that is not possible to apply for a new photocard for the teen so TfL are extending the validity of her 11-15 card until end October.
 
I can't believe how long this is taking to sort out. It's a pain as I can't top up kids' cards remotely and also Robin's 11-15 card is due to expire at the end of this month, but they are at least saying they can keep using them until end of October
 
This is coming up to a month now and they still haven't sorted it.

I can't get any journey and payment history from my contactless card which means I can't do my expenses for work. How can this be taking such an age to sort?
 
friendofdorothy said:
I've just filled in the online form with a complaint asking for a refund. Have to wait 10 days for a reply. Humph :(.
Click to expand...
Humph no reply yet. I want my £20 back - checking here to see how long it's been now. it's been a month without a reply. Should I bother trying to complain on line again?
Is there an office I can where I can get my money back?
 
Still down from 1st September. Ridiculous it's taking this long.
Need to renew my 60+. Thankfully I can still use it.
 
Puddy_Tat said:
I gather from an ongoing thread on rail forums that they are still trying to stick their systems together again.



i very much doubt it - you tried with an 'overground' (as in TFL orange line, not national rail) station already, didn't you?
Click to expand...
I got my replacement 60+ oyster replaced ok, but no answer to my complaint and my request for £20 refund for the credit from the old odd oyster card.

I went to overground station but they are not TFL.
 
friendofdorothy said:
I got my replacement 60+ oyster replaced ok, but no answer to my complaint and my request for £20 refund for the credit from the old odd oyster card.

I went to overground station but they are not TFL.
Click to expand...

blargh.

i wasn't sure if overground (not to be confused with national rail) ticket offices can deal with that sort of thing.

i'm still puzzled about the idea of a pay as you go oyster card 'expiring' as everything i can find online says that neither the cards or the credit on them, expires.

i did mention your situation on a thread on rail forums (i'm in disguise on there) but nobody picked up on it. want me to try again with a specific thread?
 
Puddy_Tat said:
i'm still puzzled about the idea of a pay as you go oyster card 'expiring' as everything i can find online says that neither the cards or the credit on them, expires.

i did mention your situation on a thread on rail forums (i'm in disguise on there) but nobody picked up on it. want me to try again with a specific thread?
Click to expand...
If you have the energy. It's obviously not a well known thing. And it could have left me stranded if od not had another debit card to get home. Still annoyed.
 
Gah. It's tottaly annoying. I got charged about £15 for a £3.50 journey a few weeks ago and still can't sort it out.
My daughter was also charged an extra £6 when she was forced to go to Waterloo because of a train screw up.

I imagine other people have bigger problems though. I hear kids who could not get cards renewed are being charged full fare and may not get the cash back. The backlog for all this is going to be insane.
 
It turns out that our 17 y-o has been forced to pay full fare quite often because there's been no staff present to let her through the ticket barriers. We will pay her back and can afford to; many won't be able to.
 
Winot said:
It turns out that our 17 y-o has been forced to pay full fare quite often because there's been no staff present to let her through the ticket barriers. We will pay her back and can afford to; many won't be able to.
Click to expand...

they are saying in some circumstances that people will be able to claim refunds once it's all sorted out.

i'm not sure of the detail as it doesn't affect me, but may be worth looking in to.
 
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