ZIP Oyster card has failed, but TfL insists on paid replacement

[EUC]

Good evening. My child's ZIP Oyster card has failed (not lost, damaged or stolen), however when I phoned ABBey 1234, they insisted I had to pay for a replacement because the card number wasn't written on the back. They said it must have rubbed off, but it's clear that there never was a card number there in the first place.
What the call handler said was that I should pay my £10, and post the card to TfL customer services. If it's a genuine failed card they will reimburse the £10 and any additional travel costs.
That struck me as strange --- it's their card which has failed after all. Has anyone encountered this policy? It would be easier if I could just take the card into a tube ticket office, and get them to sort it. Alas, customer service is now only obtainable by phone or by post.

 

[redreni]

Last time I had a failed Oyster card it was sorted out for me at a ticket office. Literally in the last couple of weeks before they were all closed. Quite a few years ago now, of course.

I can see why, in order to do a replacement, they need to know the number of the card being replaced. You would think, however, having identified the customer, they should know that.

If calling into a Visitor Centre isn't convenient then, personally, I would be inclined to do as they've asked, but I would expect them to refund the £10 in due course once they'd received the card. It's hard to think what they could possibly say to dodge their obligation to do so.

From their point of view, either it's a failed card, or you are a dishonest person who has taken a great deal of trouble to forge a Zip Oyster card in order perpetrate a very small scale fraud. There really aren't too many other possibilities, are there?

 

[lfc84]

We've got a zip oyster and it's got a number on the back. Also an alpha numeric string of characters

 

[EUC]

I can see why, in order to do a replacement, they need to know the number of the card being replaced. You would think, however, having identified the customer, they should know that.

If calling into a Visitor Centre isn't convenient then, personally, I would be inclined to do as they've asked, but I would expect them to refund the £10 in due course once they'd received the card. It's hard to think what they could possibly say to dodge their obligation to do so.

I was able to give them the number - it's on the Photocard account, but they wouldn't accept it because I had told them it wasn't printed in the card.

I readily volunteered to call in at any place they wanted me to take the card, but they said that wouldn't be possible. A letter in the post or nothing.

We've got a zip oyster and it's got a number on the back. Also an alpha numeric string of characters

This is very curious. The only identifying characters on the back of this card is the 8 digit alphanumeric string on the bottom. The agent insisted the card number should have been printed on the top right, but there is simply nothing there.

 

[cool110]

It's hard to think what they could possibly say to dodge their obligation to do so.

The big one would be saying the failure was caused by accidental damage, rather than a manufacturing defect. In that case the same £10 fee and no refund of paid fares applies in the same way as a lost or stolen card.

 

[redreni]

This is very curious. The only identifying characters on the back of this card is the 8 digit alphanumeric string on the bottom. The agent insisted the card number should have been printed on the top right, but there is simply nothing there.

Funnily enough I collected some split tickets from a station in London a about an hour ago, and went over to the ledge by the (closed) ticket office window to check I had them all, sort them into the correct order and put them away. On the ledge was an expired zip Oyster card with all four corners cut off.

There was a number printed top right. It very much doesn't look like the card was designed with it in mind that the card number would be printed there - it looks more like an improvised solution taking advantage of the white space along the top of the card. I didn't try rubbing the number off with my finger, but I wouldn't be surprised if it would come off. On the other hand it seems odd that there would be no trace of anything ever having been printed there. The example I saw was printed quite close to the edge of the card - I wonder if it's possible that there was a printing error when your daughter's card was issued?

Knowing TfL, I suspect you might find that if they can't read the card (either electronically or by visual inspection) to verify it's the one you say it is, they may try to say they can't refund you. I think it's pretty clear that it is the card associated with the account (what else could it possibly be?) and as such, they should replace it for free given it's defective. But it might take you a while to get in touch with somebody competent.

 

[Hadders]

A Visitor Centre isn't going to be able to deal with a Zip Oyster card replacement.

TfL's website says they might ask you to send them your faulty photocard.

Faulty Oyster photocard

How to replace your 5-10, 11-15, 16+, 18+ Student, Apprentice, 60+ or Veterans Oyster photocard for £10 if it’s faulty

tfl.gov.uk

Faulty Oyster photocard​

You can replace your 5-10, 11-15, 16+, 18+ Student, Apprentice, 60+ or Veterans Oyster photocard if it's stopped working.

Before you replace your card​

Check your card to make sure it's not damaged e.g. scratched, cracked or bent.
We might ask you to send us your faulty photocard. If we do, do not cut it up before you send it to us.

Replace your card by phone​

Call:
0343 222 1234 (Charges may apply)
You will need to give us your photocard number.
We will transfer any pay as you go credit or ticket to your replacement card.
We may refund any fares you have to pay while waiting for your new card.

Related content​

• Lost, stolen or damaged Oyster photocard

 

[MrJeeves]

There was a number printed top right. It very much doesn't look like the card was designed with it in mind that the card number would be printed there - it looks more like an improvised solution taking advantage of the white space along the top of the card. I didn't try rubbing the number off with my finger, but I wouldn't be surprised if it would come off. On the other hand it seems odd that there would be no trace of anything ever having been printed there.

For an example, my normal Oyster is about 3 years old and is stored in a ticket wallet and was relatively little-used until recently.

My number at the top is half-unreadable as it's faded.



I have no doubt that a regularly used Oyster's number would be faded after a couple of years.

 

[OscarH]

How nice of TfL, printing the numbers in a way they must know doesn't last even it treated well, and then blame the passenger when it rubs off

 

[talldave]

The card number will be shown in the Photocard account that was used to order the card. My son's card number has worn off - if it was ever there in the first place.