Trent Barton. Make this make sense

I have just called TB customer service because my sons phone payment (google wallet) was declined 3 times this morning but he was successful on the bus. This mens he was left in the cold for over half an hour.

He is under 18 and has a hidden disability and usually travels with his disabled persons bus pass, but has to pay for peak hours.

I explained this to the woman at customer services and she tried to claim that if his phone screen is cracked or scratched the it work. I questioned this and asked how his phone screen in needed for NFC but she insisted that it's not NFC that it uses but the phone screen. My sons screen is not cracked or scratched but she just kept repeating this.

I feel really fobbed off.