Overcharged NiteRider passengers on February 23, 2014
h noonan made this Official Information request to Auckland Transport
The request was partially successful.
From: h noonan
Dear Auckland Transport,
I am writing in request of the following data regarding AT HOP overcharging. Could you please tell me:
- how many passengers using AT Hop cards were overcharged on the Howick & Eastern Nite Rider services on the morning of February 23, 2014.
- how many of those passengers contacted Auckland Transport to claim a refund.
- how many of those passengers were contacted by Auckland Transport to tell them they had been overcharged.
- how many of those passengers received their refunds within 72 hours, as promised to myself by the Howick & Eastern driver and an Auckland Transport phone operator on February the 23rd.
- the longest length of time the affected passengers had to wait to receive their refunds.
Yours faithfully,
H Noonan.
Good morning Mr Noonan
Please find attached an acknowledgement for information requested from
Auckland Transport under the Local Government Official Information and
Meetings Act 1987.
Kind Regards
Matthew Grainger | Auckland Transport
6 Henderson Valley Rd, Henderson, Auckland 0612
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550 | [1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
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References
Visible links
1. http://www.aucklandtransport.govt.nz/
Good morning Mr/Ms Noonan,
Please find attached the information requested under the Local Government
Official Information and Meetings Act 1987 from Auckland Transport.
Kind regards
Jo Garwood | Auckland Transport
6 Henderson Valley Rd, Henderson, Auckland 0612
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550 | [1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. http://www.aucklandtransport.govt.nz/
From: h noonan
Dear Auckland Transport,
Thank you for your response.
I have reason to believe the following sentence is incorrect: "All refunds were then processed on 7 March 2014."
One customer who was overcharged $54 did not get the complete amount processed until 11 March 2014. As the overcharging triggered an automated top-up, and AT refused to refund the money to a bank account or credit card, it is unreasonable to call this process a refund. This customer never received an apology for the overcharging.
Yours sincerely,
H Noonan
Good afternoon Mr/Ms Noonan,
Please find attached an acknowledgment for information requested from
Auckland Transport under the Local Government Official Information and
Meetings Act 1987.
Kind regards
Jo Garwood | Auckland Transport
6 Henderson Valley Rd, Henderson, Auckland 0612
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550 | [1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. http://www.aucklandtransport.govt.nz/
Good afternoon Mr/Ms Noonan,
Please find attached the information requested under the Local Government
Official Information and Meetings Act 1987 from Auckland Transport.
Kind regards
Jo Garwood | Auckland Transport
6 Henderson Valley Rd, Henderson, Auckland 0612
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550 | [1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. http://www.aucklandtransport.govt.nz/
From: h noonan
Dear Auckland Transport,
CAS-236161-K8X8J8
Thank you for your response. Unfortunately the information you have provided is incorrect. Due to two separate miscalculations by Auckland Transport staff, some credits were processed on March 7, and some further corrections were processed on March 11.
As in my original request could you please provide the following information:
"- the longest length of time the affected passengers had to wait to receive their refunds."
Yours sincerely,
H Noonan
Good afternoon Mr Noonan,
Please find attached the information requested under the Local Government
Official Information and Meetings Act 1987 from Auckland Transport.
Kind regards
Jo Garwood | Auckland Transport
6 Henderson Valley Rd, Henderson, Auckland 0612
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550 | [1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. http://www.aucklandtransport.govt.nz/
From: h noonan
Dear Auckland Transport,
I am unsure how the following statement can possibly be true:
"Refunds processed on 11 March 2014 were not related to the service or date in your original request and were therefore not included in our response."
I have attached the text of the original correspondence with the names removed below. I have presumed that because the calculations were incorrect for one passenger, they may also be incorrect for the other affected passengers.
Yours sincerely,
h noonan
Auckland Transport-CAS-203051-X1K8Q4-Disputed AT HOP Card Transactions
Myhop Service (AT) <[email address]> Fri, Mar 7, 2014 at 4:28 PM
Dear,
Thank you for your query regarding overcharges on your HOP card 7824670200001058602 on 23/02/2014 with the niterider service due to misisng tag off penalty fares.
We are happy to provide you with an error correction for the additional fares you have incurred. The amount is $45.50 (You were charged 8 times rather than just once). This will be applied to your card in the next 48 hours and will be collected next time you present your card to a ‘Tag-on/Tag-off Post’ or ‘Electronic Gate’.
If you require any further assistance please do not hesitate to contact us. You can speak to a HOP Customer Service Representative, 6am-9pm Monday to Friday, 7am-8pm Saturday and 8am-6:30pm on Sundays and public holidays; phone (09) 366 4467. Alternatively, you can contact us through our online form.
We apologise for any inconvenience caused and have a lovely weekend.
Kind Regards
Jalie Collingwood | HOP Operations Centre
Public Transport Integrated Ticketing Operations
Auckland Central 1010
Private Bag 92250, Auckland 1142
WARNING This email may contain information which is CONFIDENTIAL and may be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you must not peruse, use, disseminate, distribute or copy this email or attachments. If you have received this in error, please notify us immediately by return email, facsimile or telephone (call us collect) and delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355 3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND TRANSPORT. Nothing in this email designates an information system for the purposes of section 11(a) of the New Zealand Electronic Transaction Act 2002, unless expressly stated otherwise.
Fri, Mar 7, 2014 at 6:37 PM
To: "Myhop Service (AT)" <[email address]>
Hi Jalie,
Unfortunately that is the wrong amount. I was charged nine times, and the first time I was overcharged as I was only travelling one stage.
As this is quite a large amount of money, and I've had to wait a long time for it to be investigated, and my credit card has already been charged to cover it, could I please receive the money as a bank deposit. I am happy for it to be transferred to my credit card or this account:
ANZ: 010797 - 0475301 - 00
I was originally told the refund would be processed on the Monday after the event.
Thankyou,
Myhop Service (AT) <[email address]> Tue, Mar 11, 2014 at 9:07 AM
Hi,
Apologies for this, I have re-calculated and you are correct, I was missing 1 fare refund. Unfortunately we are unable to refund funds directly to an account unless you choose to surrender your card.
I have provided you with an additional $6.50 error correction for the additional fare you have incurred and $2.00 for the incorrect stage fare you incurred. These will be applied to your card along with the $45.50 in the next 48 hours and will be collected next time you present your card to a ‘Tag-on/Tag-off Post’ or ‘Electronic Gate’.
If you require any further assistance please do not hesitate to contact us. You can speak to a HOP Customer Service Representative, 6am-9pm Monday to Friday, 7am-8pm Saturday and 8am-6:30pm on Sundays and public holidays; phone (09) 366 4467. Alternatively, you can contact us through our online form.
We apologise for any inconvenience caused.
Kind Regards
Jalie Collingwood | HOP Operations Centre
Public Transport Integrated Ticketing Operations
Auckland Central 1010
Private Bag 92250, Auckland 1142
From: Info (AT)
Thank you for contacting Auckland Transport.
Your enquiry will be referred to a member of our customer services team,
who will respond to you directly or refer your query to the appropriate
business unit.
If you have requested feedback, we aim to respond to all correspondence
within 10 working days.
If you have an urgent enquiry, please phone our call centre on 09 355
3553. The Auckland Transport call centre is open 24 hours a day, 7 days a
week, including public holidays.
Kind regards
Auckland Transport
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550
[1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. file:///tmp/www.aucklandtransport.govt.nz
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