I have just been in contact with ACTION due to my card being overcharged for some transactions – depending upon the timing of you tagging on vs when the bus changes over route numbers at the start of / end of a route or turnaround on a route, the system thinks that you are on a different bus to the one you started on and charges you a default penalty fee.
It is possible to ‘tag on’ to a bus when it is one route number, and a different route number by the time you tag off without you getting on a new bus.
The way this is then treated by ACTION’s terminal is as though you failed to ‘tag off’ the first route number, so it forces a tag off from the first route number in the computer system, and ‘transfers’ you onto the second route number. Because it is doing this as you are physically getting off the bus, the next time that you tag onto a bus, you get a default fare penalty for not having tagged off your previous bus (currently a $1.66 default charge for an adult user).
This happened to every person on the bus I was on last Thursday for my morning commute.
I accessed the myWay history online and was able to identify transactions going back to January 2013 where this has occurred.
I emailed email@example.com with a list of the offending transactions and was rewarded with a prompt phone-call back and reimbursement of my money onto my card. I have also asked them to look into fixing the problem so it does not continue to occur.
It is probably worth your while to log onto your myWay history and look for ‘Transfers’. If this has happened to you, you will see a ‘transfer’ at the time you got off the bus, and then on your next journey of the day there will be a ‘synthetic tap off’ with a Default fare applied (the $1.66 penalty for me), and then a normal tap on.
It is not a large amount of money individually and it has not happened very often ($1.66 currently every time this happens), but I wonder how many other people this is happening to and what the total amount would add up to? Default fares have been around since 2013.