28 Nov 2017

AT HOP card balances will be reversed, not wiped

1:06 pm on 28 November 2017

Auckland Transport has fixed a long-standing feature of its electronic ticket system which meant thousands of travellers lost credit balances.

AT Hop card and timetable

Online AT HOP card top-ups were wiped if the card was not used within two months. Photo: RNZ / Todd Niall

The agency promised change after public criticism two months ago from customers who topped-up their AT HOP cards online, but could lose the money if the card was not used within two months.

AT said at the time that up to $342,000 may have been lost by customers, without any warning during the top-up process, alerting customers.

The agency says from late December, online payments with credit or debit cards, and not used within 60 days, will be reversed, and a warning of that feature has been added.

AT has been aware of the problem for years, telling RNZ in early 2014 that it assumed customers who had not used balances within 60 days, had abandoned the money.

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