Back at the start of January, to take advantage of being able to use
PAYG on National Rail - and to visit the steam museum there - I took a
trip from Wood Green to Kew Bridge.

The fares finder on the TfL site says that this should cost £3.10 off-
peak, or £2.05 with a Railcard.
I was charged £2.40, which is the z1-3 LU-only fare. This suggests to
me that either the fares finder is wrong, or the system is
overcharging.

I emailed a query to the Oyster helpline at the time, and they've
finally got around to writing back to me:
Please note that National Rail discounts only apply for journeys made during
Off-Peak times and are only applied if you reach the daily price cap. This
means that discounts are not applied to single journeys.

I pointed out that this is contrary to what it says on
http://www.tfl.gov.uk/tickets/oyster...aspx#section-3 - but
in response, they pointed me towards http://www.tfl.gov.uk/tickets/faresa...ares/6769.aspx
and added:
The National Rail fares you are referring to in your email apply to National
Rail annual Gold card holders.

I just thought I'd check with the experts he they are wrong, aren't
they? I mean, the bit about Gold Cards is Very Wrong, given that you
can't even load a Gold Card discount onto your Oyster card yet.

Does anyone know of a way to escalate an email conversation to someone
who knows what they're talking about?