Auto-topup issue

[ozbob]

Twitter

TransLink SEQ ‏@TransLinkSEQ

We are investigating customer concerns regarding auto top-up. If you think you are affected call 13 12 30.

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?  This tweet was deleted shortly after it was posted ....

[ozbob]

New tweet ..

2m TransLink SEQ TransLink SEQ ‏@TransLinkSEQ

We are investigating customer concerns regarding auto top-up. If you think you are affected call 13 12 30

[ozbob]

http://jp.translink.com.au/travel-information/service-updates/details/1349663319

Message for auto top-up customers

Last updated: 1.49pm Monday 8 October 2012

TransLink has been made aware of an issue with go card top ups for customers who are registered for auto top-up.

Customers may notice multiple top-up transactions being charged to their credit card or debit card in error.

Customers who are aware of any multiple transactions should contact the TransLink Call Centre on 13 12 30, anytime, to enable TransLink to investigate the issue.

[ozbob]

No problem with any of auto-topups in my tribe ...

[ozbob]

612 ABC Brisbane radio Tim Cox about to do a story on this ... some punters have been hit with multiple debits, like 10 x $20 for some reason ..

[ozbob]

Minister for Transport and Main Roads
The Honourable Scott Emerson

Compensation for go card auto top-up duplications

Monday, October 08, 2012

Customers affected by the duplication of go card auto top-up payments will be compensated when a mass adjustment is put in place tomorrow.

Transport and Main Roads Minister Scott Emerson said the issue followed a fault with the Cubic system which caused go card top-up transactions to duplicate and show as pending on passengers' bank statements.

"A fault caused by go card supplier Cubic linking an incorrect program to the south east Queensland system led to multiple top-up transactions," Mr Emerson said.

"I've been assured the system has been fixed and the duplications have stopped.

"However I've made it clear that this fault was not acceptable.

"I've directed TransLink to ensure that affected customers will be compensated with a $20 top-up to their cards and the cost of the top-up will be met by Cubic.

"TransLink received approximately 130 customer enquires via the call centre, however many more customers were affected.

"I would urge all go card users to check their go card statements and bank statements and contact TransLink if any abnormal transactions have occurred."

Concerned customers can contact the TransLink Call Centre on 13 12 30, anytime.

[ENDS] 8 October 2012

[ozbob]

Brisbanetimes --> Go Card refunds handed out after TransLink glitch

[ozbob]

Couriermail --> $20 compo handed out by Translink after go card glitch in Brisbane

[ozbob]

Couriermail -->About 700 commuters affected by software error that caused over-charging on go card accounts

[red dragin]

A friend had $100 charged twice.

Extra charge reversed & $20 credit applied   

[ozbob]

From the Brisbane mX 9th October 2012 page 4

Card goes dipping into bank accounts

[ozbob]

From the Couriermail click here!

Go card glitch triggers alerts as overcharges reach thousands

Go card glitch triggers alerts as overcharges reach thousands

    by: Robyn Ironside, Kieran Rooney
    From: The Courier-Mail
    October 10, 2012 12:00AM

A GO CARD glitch resulting in "top up payments" being repeatedly debited from commuters' bank accounts has triggered fraud alerts at financial institutions.

More than 270 people have now contacted TransLink about the problem caused by a software issue related to go card operator Cubic.

Brisbane worker Robyn Pefkos became aware of the problem when she was booking a flight for her father and found she had almost no credit in her bank account.

"They have topped up my credit card 28 times now, at $80 each time," Ms Pefkos said. "They have done it so much that my credit company has stopped my credit card because of fraudulent activity."

She said when she spoke to TransLink late Monday they said they had it under control but her credit card company advised another 13 transactions were pending.

Transport Minister Scott Emerson has ordered Cubic to pay those affected $20 compensation but Ms Pefkos said that wouldn't cover the interest on the 28 charges.

About 130,000 go card holders have auto-debit set up but only those whose cards fell below a threshold in the past few days are believed to have been impacted.

Phone TransLink on  13 12 30

[ozbob]

From the Brisbanetimes click here!

Glitch leaves Go Card users out of pocket

Glitch leaves Go Card users out of pocket
October 24, 2012 - 3:00AM
Katherine Feeney

The international company responsible for TransLink's smartcard ticketing technology was left red-faced after a technical glitch saw more than 2800 Go Card customers charged for trips they never took.

The bungle brought a personal apology from Cubic Australasia's managing director, Tom Walker, to Transport Minister Scott Emerson, and the introduction of system controls to prevent more trouble.

Although the issue was rectified on October 8, a TransLink spokesman said Cubic was still working with about 10 customers to resolve their account imbalances.

The spokesman said the fault had affected users with automated top-up accounts and caused Go Card recharge transactions to duplicate. He said the charge was shown as pending on passengers' bank statements.
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"This arose as a result of an operator error during a security upgrade for the system," he said. "The remainder of the live Go Card system was operating normally during the time of the top-up issue."

But one of the customers referred to Cubic by TransLink told brisbanetimes.com.au that the fault had resulted in almost $1000 in false recharges billed to his account.

The man, who did not wish to be named, provided banking records which showed TransLink Brisbane made 24 $40 charges against his credit card over a period of four days, though each transaction was subsequently matched by a refund.

He said the experience had been "very frustrating".

"We were lucky that we didn't have any other automatic payments attached to that credit card," he said. "Otherwise this glitch could have kicked off a chain reaction.

"We're generally pretty happy with the Go Card system, but it is concerning glitches like this do happen."

TransLink received 420 complaints about the issue. There are about 165,000 Go Card customers who are registered for auto top-up.

The Cubic Go Card system was fully deployed across TransLink buses, ferries and rail in mid-2008. In August, Mr Walker celebrated the sale of the 3 millionth Go Card, describing the uptake as "quite phenomenal".

"Four years and 3 million cards – that's a tremendous result for any system," he said in a statement.

"It took two years to reach 1 million cards. Then in mid-2011 it reached 2 million. Today the figure stands at 3 million. That is a remarkable accomplishment and a tribute to the strength of the TransLink-Cubic partnership in the Queensland system."

Cubic Australasia is part of Cubic Corporation, a company with three major business segments including a branch that provides American combat training systems and defence electronics.

If any customer has further issues, they can contact TransLink on 13 12 30.

Read more: http://www.brisbanetimes.com.au/it-pro/government-it/glitch-leaves-go-card-users-out-of-pocket-20121023-2832n.html

[Derwan]

more than 2800 Go Card customers charged for trips they never took.

I wish they'd get their reporting right!  I initially thought this was a different issue, but after reading further, I realised that it was the same issue as previously reported.

Customers were NOT "charged for trips they never took" (which is really bad English anyway).  They  had multiple top-ups processed in error.