I don’t know why tfl have a customer service point because they could just have a recorded message saying what they repeatedly say - “nothing is ever accepted as tfl’s fault, sorry we can’t help any further today” I sent my Proof of Address to renew my over 60’s Oyster card and admin fee £10. On 19/7 I received an email dated 18/7 telling me that I did not submit my PofA on time, my card was cancelled so I had to make a new application. I tried to investigate rang them the line always busy and ring back facility not working. Eventually completed an online enquiry that evening. My on line account did not give me an option to apply fir a new card. I also saw nothing about the price hikes about to happen on 22/7! I sent a number of emails with questions so I could understand what had gone wrong so I didn’t make the same mistake, whatever that was! Apart from one positive thing the offer to reimburse my admin fee the rest were essentially standard policy lines couched in an apology which basically meant only the customer has any responsibilities here and has to pay financially - more fees, for transport while you wait and whether our IT systems or call centres are working or not! When I try to submit my new application on line, which doesn’t accept my information - and eventually I am referred to the post office, I submit a feedback form with the lowest feedback I can give - I get a phone call. Bottom line “you failed to provide your proof of address on time, and must reapply paying the new charges, you ,use go to the post office to complete your application, we have no record of the offer to repay your admin fee, and in the meantime any transport costs cannot be refunded. I’m sorry I couldn’t help you more today” . Luckily I do have that email - so you will be hearing from me again tfl.