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Todays news from the Standard:
Octopus card glitch a mystery
Timothy Chui
Wednesday, February 28, 2007
It remains a mystery why Octopus cardholders using EPS add-value services at train stations were overcharged recently.
Initial investigations by operator Octopus Holdings have so far failed to support earlier claims that a network upgrade carried out on the Kowloon- Canton Railway and Mass Transit Railway EPS add-value machines December 5 last year was the cause.
All such machines will remain offline until inquiries end.
Octopus cardholders using EPS add- value services at stations had more than HK$140,000 deducted from their bank accounts in 571 transactions between December 5 last year and February 3 this year despite incomplete transactions that did not log purchased values on the cards.
A letter sent to legislator Chan Kam- lam from Octopus Cards chief executive Prudence Chan Bik-wah identified the second of two steps in transactions involving Octopus EPS add-value machines as part of the problem.
After debiting a user's bank account, verification must be sent from the bank to the add-value machine.
But it was found that add-value machines had not received payment responses in which a secondary request is made to cancel the transaction since the AVMs cannot receive the approval.
As the second request was also not picked up by the AVMs, the original payment transactions were settled as normal successful EPS transactions.
The cause of the miscommunication between the AVM and EPS networks has still not been identified.
But possible causes include faulty software connections between the AVM and EPS networks and troubleshooting procedures relating to AVMs in MTR and KCR stations.
The letter found that, at present, there is no evidence to suggest that network upgrades conducted in early December last year caused the problems.
Octopus Cards said it is refining its refund policies and examining operational and technical improvements in a bid to avoid similar problems.
Refunds to all 571 customers affected by the glitch were completed by February 14.
http://www.thestandard.com.hk/news_detail.asp?we_cat=4&art_id=39087&sid=12423499&con_type=1&d_str=20070228
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