Over $340,000 has expired and been wiped from people's Auckland Transport HOP accounts without customers being notified.
The money is wiped only when people make an online top up of their HOP card.
After the online payment, the money is transferred onto the card only when the card is used. If an account is topped up online, but the card is not used for 60 days, the payment expires but is not paid back to the customer.
Customers can apply to have the payment refunded, but how many people know about this is unclear.
AT spokesperson James Ireland says it keeps the system up to speed. Consumer NZ boss Sue Chetwin says it's not a fair policy.