The problem of card clash and how modern life can be so complicated
When I checked my credit card statement today, I found that last month I was charged for 12 journeys on London Transport even though I have a Freedom Pass. A quick check on the Transport For London website and I realised that I had fallen victim to the dreaded card clash – London Transport’s machines have been reading my credit card (which enables contactless payments) instead of my Freedom Pass, both of which are in the same wallet.
It’s amazing how long it can take to sort out such a simple issue.
First, I found that the number I was calling – obtained from the TFL website – was incorrect. Then, when I found the correct number on another page of the website, I was told that there was a problem with the contact centre and I should call later. Then I had to speak to several different contact centre staff and input credit card details before it was accepted that I had been the victim of card clash.
Next I had to make and receive further calls while a member of the centre consulted his supervisor to see if I could be repaid. Finally I was told that, because of the amount involved (£100 or so), I need to make an application by e-mail with copies of my credit card statement and my Freedom Pass.
I must have spent about half an hour in total on the phone waiting to get through and then speaking to around seven or eight members of staff.
When it goes smoothly, contactless payments are so convenient. When it goes wrong, it is so complicated and time-consuming to put right. It is not always easy being a consumer in this high tech era.
May 21st, 2015 at 9:21 am
It seems to be a design fault with contactless payment generally. What happens when more than one contactless card is in range should be nailed down precisely.
In the meantime, you could get an RFID card protector – e.g., this, available on Amazon – to keep your credit card in, reducing the risk of accidental purchase or remote theft.
May 21st, 2015 at 9:28 am
Thanks for the tip, Nick. I’ve ordered the protectors you recommended.