Auckland Transport have finally fixed what was perhaps the biggest issue with HOP, the blacklisting of cards when an auto top-up fails. Below is the email they sent to users of auto top-up on Friday
Great News: We’ve made some changes to improve the Auto Top Up service.
You asked, we listened!
Following customer feedback about the Auto Top Up service, from today, 11 November 2016, the following changes are happening:
1. You’ll still be notified when your Auto Top Up triggers but you’ll also be notified if we’re unable to collect the payment.
2. We’ll try up to 3 times to collect the payment and keep you posted throughout.
3. If we’re unable to collect the payment, your Auto Top Up will be cancelled and the top-up amount (that hasn’t been paid for) will be removed from your AT HOP card, however we will no longer cancel your AT HOP card.
4. If the removal of the unsuccessful top-up amount puts your card into negative balance, the card will need to be topped up to a positive balance again before you can use it for travel. A negative balance can be cleared by topping up your card by $5 (minimum top up) or by the value of the negative balance, whichever is greater.
5. You then have the option to update your payment details and set up a new Auto Top Up.
We hope these changes will enhance your AT HOP experience.
Cancelling the cards of probably some of your most loyal customers, potentially leaving them stranded and forcing them to shell out $10 for a new one had to be one of the worst customer experiences an organisation could come up with. As such this is a huge improvement, it’s just a shame it’s taking this long.
Now let’s hope they can fix some the other user unfriendly features.