We’re really sorry this happened….
On rare occasions the mobile single on our ticket machine and card reader can loose connection and the payment is recorded as failed. If this happens the conductor will attempt to process the payment again.
If this happens to you and your account is debited twice don't worry we will automatically refund one of the payments within 5 working days, If the money was successfully taken by us.
In some instances the transaction is not finalised and the funds are moved to a pending status but the funds remain with your bank and do not leave your account. After 5 working days the bank will automatically return the funds to your account as the transaction was not completed. This will showing as a pending transaction on your bank statement.
If you have noticed a double payment as been taken from your account and not refunded as described above within 5 working days then please contact our customer experience team.
You will need to provide the following:
An image of your bank statement showing the debits from your account and that no automatic refund was provided.