In June 2025, I paid £10 for a replacement 60+ Oyster card and received it at my London address. That should have confirmed my details.On 7 July, I replied to TfL’s reminder email to say I’d already done this, but got no reply. After that, I couldn’t reset my online account password (no reset emails ever came), the callback option failed, and I spent over 30 minutes on hold without getting through.Despite my efforts, my card was stopped and I was told to reapply at a higher cost (£35). Multiple advisers replied, but none addressed the fact I’d already had a replacement in June or the system failures that stopped me completing their process.I’ve had to pay out of pocket for travel while this dragged on. I’m reapplying so I can travel again, but this feels unfair — TfL’s own systems made compliance impossible, yet the cost and disruption falls on me.I’d like TfL to review cases like this properly, so others don’t face the same.
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Oyster is an insurance technology company that provides a new standard of comprehensive personal insurance coverage through a simplified experience. Oyster's end-to-end platform enables retailers to embed personal insurance at the point-of-sale to make insurance more accessible for consumers.
