Congestion Charge Overpayments

Meeting: 
MQT on 2007-05-23
Session date: 
May 23, 2007
Reference: 
2007/1007
Question By: 
Sally Hamwee
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

Due to technical issues in processing congestion charge transactions, more than one payment from credit or debit cards may at times be requested. In such cases, it appears to be the practice of TfL Customer Services to send a letter of apology enclosing a goodwill gesture of £20.00. While this is welcome, how much has this cost in total since the congestion charge was introduced and if this is due to a fault on Capita's part have all costs, including the cost of TfL staff time, been recovered?

Answer

Answer for Congestion Charge Overpayments

Answer for Congestion Charge Overpayments

Answered By: 
The Mayor

There has only been one incident that may have resulted in customers' payment cards being blocked since the start of the Congestion Charging Scheme. This happened between midnight and 08.30am on Wednesday 25 April 2007 and resulted in repeated authorisation requests against customers' cards. However, only one payment per customer was taken. A total of 1,218 customers were affected and although customers would not have incurred any costs, they were proactively sent a £20 goodwill payment by Capita in recognition of any inconvenience caused. The total cost of this was £22,370, which will be paid for by Capita.TfL staff deal with customers' issues as part of their role and, therefore, we will not be looking to recover the cost of their time.