Go Card customers overcharged

Complaints about a Go Card system glitch has prompted reimbursement for overcharged customers

Go Card customers overcharged
Go Card customers overcharged

October 9, 2012

Customers ripped off by a Go Card system glitch that duplicated top-up transactions will be reimbursed, according to the Queensland Government.

In a statement, Transport Minister Scott Emerson says customers affected by the duplication of
Go Card auto top-up payments will be compensated today when a mass adjustment is put in place.

He says the issue follows 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," Emerson says.

"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."

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, but many more customers were affected, according to Emerson.

"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," he says.

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