Go-card reading failures and overcharging

[CSimmo]

I wonder how widespread this issue is. Over the past few weeks, I have "tagged" off at a train station and the card reader says "please touch again". So I have swiped again. Only to be charged extra.

This week when swiping to commence a journey, the reader said (as usual) please touch again, I touched and the reader logged me off. When I arrived at Roma St station in Brisbane city, I was charged $5.00 instead of my usual $1.70 as it said I hadn't tagged on at a station. In addition the reader charged me $5.00 at the other end (Total fare $10.00)for the usual fare of $1.70. The train station folks said "don't touch a second time as it will log you off". But if you don't touch it doesn't always log you on or off.

This has happened several times this week. I'm out of pocket approx $30.00 so far this week alone.

When you ring the translink people, they say that yes the reader did register you but didn't process all the information correctly. They say they will arrange a credit which takes at least 10 working days.

This new system is unreliable, no wonder so many people are complaining. Clearly there is something wrong with the software and readers. If it doesn't read correctly, it shouldn't beep.

Of course, most people don't bother to check the online transactions. So I guess Qld Transport will make a fortune out of this Racquet!

Of course it remains to be seen if they then credit you correctly. Will they replace the incorrect charge with a full adult fare? Or will they recognise that they may are the half price fares you are entitled to after 6 trips in the one week in this incredably confusing mess.

Cards and readers are part of everyday life, but i've never had any issue such as this previously. Qld Transport, this is not acceptable.

[CSimmo]

And yes, just as I thought, i've been charged full price on Thursday even though i've completed 6 trips. The seventh trip should be half price, but They got it wrong again and charged me FULL price. Once again I have to top up my card.
Trips on thursday...download from internet account goes from bottom up.

19-Jun-08 05:24:14 PM Touch Off Dinmore -$4.60 - (Argh should be half price...) *
19-Jun-08 04:30:12 PM Touch On Roma Street
19-Jun-08 07:39:21 AM Touch Off Roma Street -$5.00 * (damn, got me again)
19-Jun-08 06:44:54 AM Touch On Ipswich
19-Jun-08 06:44:54 AM Touch Off Ipswich -$5.00
(wot the?? Charged me again to touch on) how do you touch on and off at the same time? Dodgy software... What happened to QA Testing of this?



*Previous day* - as you can see I DID touch off on wednedsday for the sceptics among you...

18-Jun-08 06:01:12 PM Touch Off Chelmer -2.70
18-Jun-08 05:36:20 PM Touch On Roma Street

[CSimmo]

Update, I just got my first credit back, $6.90 instead of $7.30. They eventually admitted a mistake and said they would fix this up.

I also asked about the second round of credits. They said this was rejected as even though I "tagged" off, I did it too fast causing the error. So I won't be credited the $10.20 for this one, only $2.50. ARGGGHHH

In addition, all "potential" half fares are invalid due to my incorrect tag off. I give up...

I asked to speak to her Supervisor, he said he would arrange an investigation. If this fails, the only option is the ombudsman. Hardly worth it. But what a mess.

[CSimmo]

Update 2, I just received another credit. $11.90, not $12.50 as expected. Probably miscalculated again... So i'm only out of pocket 60c. Beats me how they work that out?

[CSimmo]

Well Translink has just increased fares. However they have advertised a decrease in GoCard fares by 20% WOW how good is that... you think???

Well read the fine print... The frequent user scheme has "changed" slightly, you only get half price fares after 10 trips now, not six as previously (effective aug 3rd).

Soooo all you commuters who travel to the city 5 days a week, i'm sorry you just lost your reward for traveling each day using your go-card.

Yes your fares are going up too!!!

Pretty sneaky advertising don't you think? Fares go up by 3.9% but go-card holders get a new discount of 20%, but your average Joe commuter loses (you guessed it) 20% of discounts during the week.

Good on you Translink!

[btsyss]

I have to say that I love the Go Card. I have never had an issue with swiping off and on and the readers always work. I have had one time on the bus when it didn't and the drive said "just travel for free" woo hoo.....
For the convience of having a card and not having to worry about change, tickets, running and lining up behind the other 30 people still buying a ticket...it is a god send.
The go card cost about $2 more a week than the old paper ticket but it is so worth it.
Plus, working 5 days a week, I can travel for 50% off on the weekend!
It's a new system, it will take some time for the bugs to be worked out but I have been lukcy and have not had any of the bugs yet