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    • NickIpswich
    • By NickIpswich 17th Jul 17, 4:38 PM
    • 3Posts
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    NickIpswich
    Lost train tickets, Royal Mail to blame (+me)
    • #1
    • 17th Jul 17, 4:38 PM
    Lost train tickets, Royal Mail to blame (+me) 17th Jul 17 at 4:38 PM
    Hi, I'm new here, so please go easy! And I apologise for the length here:

    On 26 June I ordered £200 worth of train tickets (10 journeys to London and back, on Advance Singles - non-refundable), via Greater Anglia website. I paid on a credit card. The first journey of ten journeys, is 24 July.

    In my haste to complete the transaction, I did not realise I had mis-addressed the delivery address. (I blame those Auto-address lookups, my address was not in there )

    I had entered my flat number, but no house/block of flats number. So the eg the address would would read:

    Mr NickIpswich,
    Flat 4, Ipswich Road
    Ipswich
    Postcode

    Not helpful if you are the poor postman wanting to deliver

    I also stupidly did not think of paying for Recorded Delivery.

    I realised I had misaddressed the letter after about a week of waiting. It is now 14 working days since my order. I know from other orders that there is a "return to sender" address. I have asked them (LoveRail) and the lady says she would call me if they turn up and she will intercept and return to me. (The chain is a bit weird, I believe it goes Me>Greater Anglia>Trainline>Loverail>RoyalMail>me.)

    I checked with LoveRail and with Greater Anglia. They haven't got the tickets back (yet).

    I've been to the local sorting office and they have no record of the letter being sent back to sender. (They don't record sending back unrecorded mail, so to speak.) I have been told that the postman would have spotted mis-addressed letter either at the start of shift and would stick a "return to sender" type sticker on it, and it would get sent back to Sender.

    Somewhere this process has fallen down, clearly!

    Information is contradictory, as RM site says Undeliverable items will be held for 18 calendar days. Its' now 21 calendar days since I should have got it. And by now I would have expected LoveRail to have got it.

    I asked GreaterAnglia if they can reprint the tickets. They will not, as they "do not have the originals back yet". I asked if I can cancel the tickets and pay the difference in fare on new Advance Singles. I cannot afford it, as each ticket has £10 cancellation, then you buy new tickets at full price! My only hope is that my order turns up by 24th...

    I am told various information. One lady told me there's some kind of vast holding area in the office where over 5000 items of indeterminate status are held. Another lady said this was not the case. As above, I was told that the postman would very rapidly begin the return to sender process. (Also how do they know which items to send back after the 18 days have elapsed if they don't record Undeliverable mail?)

    A friend suggested, but I I don't think I am entitled - to a refund under Section 75, the only contractual breach would be Royal Mail not sending back or losing it, as they have a process which has so far failed. And partly the first failure is due to me.

    Compensation (up to £20 only? ) becomes available after 10 days of an undelivered First Class letter.

    Q) does the above sound correct re: Section 75?
    Q) can anyone suggest any other approach?
    Q) can I somehow claim back my £200 from any parties involved?

    Any other advice is greatly appreciated. Thank you for reading, and I hope this is in the right section.
Page 1
    • wealdroam
    • By wealdroam 17th Jul 17, 4:55 PM
    • 18,650 Posts
    • 15,550 Thanks
    wealdroam
    • #2
    • 17th Jul 17, 4:55 PM
    • #2
    • 17th Jul 17, 4:55 PM
    I don't think Signed For offers sufficient compensation either at just £50. Although hopefully all the people at the 'wrong' addresses would refuse to sign and it would eventually get to you.
    Does Signed For even cover tickets? I don't know.

    You really should use Special Delivery for that value.

    Section 75 of The Consumer Credit Act won't help you either.

    Sorry.
    • custardy
    • By custardy 17th Jul 17, 5:10 PM
    • 32,509 Posts
    • 27,258 Thanks
    custardy
    • #3
    • 17th Jul 17, 5:10 PM
    • #3
    • 17th Jul 17, 5:10 PM
    Your item wasnt undeliverable,there is no address to hold it for.
    Undeliverable items are items such as those too large for the letter box.
    The office for held items relates to stamped items with no return address.
    If the letter has a return address then thats where it will head. however it is low priority.
    Even then,the return address maybe a mailing house dealing with multiple returns.

    The item was misaddressed,so RM wont pay compo. Tickets are not covered.
    You selected that address(?) so I dont see the company refunding.
    Last edited by custardy; 17-07-2017 at 5:30 PM.
    • photome
    • By photome 17th Jul 17, 5:45 PM
    • 12,735 Posts
    • 8,212 Thanks
    photome
    • #4
    • 17th Jul 17, 5:45 PM
    • #4
    • 17th Jul 17, 5:45 PM
    Maybe they have been delivered to the address on the envelope and are now being used by someone else

    sorry OP but it isnt anyones fault but yours
    • Fosterdog
    • By Fosterdog 17th Jul 17, 6:49 PM
    • 3,258 Posts
    • 5,591 Thanks
    Fosterdog
    • #5
    • 17th Jul 17, 6:49 PM
    • #5
    • 17th Jul 17, 6:49 PM
    Do you have a common surname? I only ask because I don't have a common one and when I moved house last year a house moving gift was sent by a friend to an incomplete address but because it was in the right area (I only moved a street over from my old house so same postie) my postie knew exactly where to deliver it. It could be that it is being held back in the local office while they check for anything else to the same uncommon name and will then deliver. Or if you have a common name and an incomplete address there may be someone else which the same name in a similar address and they've been delivered there instead.

    If it is being sent back the holding to check against possible addresses for say a week or two could have delayed the return. I know if there is no return address things get sent to Belfast to be opened to check for any possible return address, I don't know if things with a return address also go there or if there is another process.

    I once sent something special delivery guaranteed that was carded at the address (nobody home) and they failed to collect in the allowed timeframe. It was the best part of a month before it got back to me with the return address clearly marked. Another special delivery was refused at the address and still took almost two weeks to come back. The service is likely to be even slower for just standard services.
    • NickIpswich
    • By NickIpswich 17th Jul 17, 11:05 PM
    • 3 Posts
    • 0 Thanks
    NickIpswich
    • #6
    • 17th Jul 17, 11:05 PM
    • #6
    • 17th Jul 17, 11:05 PM
    Thanks all. Photome, bit of a harsh post? You can read above that I admit it is mostly my fault, and I just want to know my options.


    Thanks custardy. I will ask RM how long returning takes, but the lady at LoveRail indicated this was usually fairly quick. However, Fostering I am.inclined to side with you, and think it will be slow.

    Photome, I had moved to that address one week before so the postperson wouldn't have known me to mail it through a door. AND there was no house number so they wouldn't know which house to put it in. There's a lot of blocks of flats on my road.

    Thanks for your thought on section 75 wealdroam.
    • theonlywayisup
    • By theonlywayisup 18th Jul 17, 7:16 AM
    • 11,096 Posts
    • 7,426 Thanks
    theonlywayisup
    • #7
    • 18th Jul 17, 7:16 AM
    • #7
    • 18th Jul 17, 7:16 AM
    Mostly your fault? Totally your fault. Royal Mail are not at all to blame.

    Post 3 explains what will happen to the envelope/parcel. You will have to wait to see if they are returned and identified.
    • Browntoa
    • By Browntoa 18th Jul 17, 7:20 AM
    • 31,756 Posts
    • 37,462 Thanks
    Browntoa
    • #8
    • 18th Jul 17, 7:20 AM
    • #8
    • 18th Jul 17, 7:20 AM
    I always collect at the station , saves these problems


    can be ANY station that's convenient , I often pick them up from the nearest station to where I work prior to the day rather than the departing station on the day
    Last edited by Browntoa; 18-07-2017 at 10:10 AM.
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    • photome
    • By photome 18th Jul 17, 3:50 PM
    • 12,735 Posts
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    photome
    • #9
    • 18th Jul 17, 3:50 PM
    • #9
    • 18th Jul 17, 3:50 PM
    Thanks all. Photome, bit of a harsh post? You can read above that I admit it is mostly my fault, and I just want to know my options.


    Thanks custardy. I will ask RM how long returning takes, but the lady at LoveRail indicated this was usually fairly quick. However, Fostering I am.inclined to side with you, and think it will be slow.

    Photome, I had moved to that address one week before so the postperson wouldn't have known me to mail it through a door. AND there was no house number so they wouldn't know which house to put it in. There's a lot of blocks of flats on my road.

    Thanks for your thought on section 75 wealdroam.
    Originally posted by NickIpswich
    Not sure my post was harsh.

    Did you have the option to pick up from the station? thats the safest way
    • soolin
    • By soolin 18th Jul 17, 8:40 PM
    • 59,297 Posts
    • 42,026 Thanks
    soolin
    I always collect at the station , saves these problems


    can be ANY station that's convenient , I often pick them up from the nearest station to where I work prior to the day rather than the departing station on the day
    Originally posted by Browntoa
    Same here, I've been buying the cheap 1st class tickets from London mainline stations but picking them all up from my local station. I have sets of tickets with booked seats for trips for each of the next three weeks already and no postage to pay.

    I'd always worried about tickets being lost in the post if I paid for them to be sent.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I'm a volunteer to help the boards run smoothly, and I can move posts there. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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    • photome
    • By photome 18th Jul 17, 9:24 PM
    • 12,735 Posts
    • 8,212 Thanks
    photome
    I always collect at the station , saves these problems


    can be ANY station that's convenient , I often pick them up from the nearest station to where I work prior to the day rather than the departing station on the day
    Originally posted by Browntoa
    I think it can be any card as well
    • NickIpswich
    • By NickIpswich 19th Jul 17, 4:27 PM
    • 3 Posts
    • 0 Thanks
    NickIpswich
    Conceivably I could have stood there entering the 8 or so digit collection code into the collection machine ten times, that would have been failsafe I imagine. Although it would have taken about 10 minutes, it would have been more reliable I suppose.
    • SuperHan
    • By SuperHan 19th Jul 17, 5:14 PM
    • 1,975 Posts
    • 1,143 Thanks
    SuperHan
    I think it can be any card as well
    Originally posted by photome

    It can't. As I learnt the hard way when I had paid on my husband's joint account card and not mine, and was unable to pick up the tickets.


    Although if you pay by PayPal or Apple Pay then you can use any card.
    • Manxman in exile
    • By Manxman in exile 19th Jul 17, 5:25 PM
    • 861 Posts
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    Manxman in exile
    Conceivably I could have stood there entering the 8 or so digit collection code into the collection machine ten times, that would have been failsafe I imagine. Although it would have taken about 10 minutes, it would have been more reliable I suppose.
    Originally posted by NickIpswich

    Surely you only need to enter the code once? Then the machine prints all 10 sets of tickets.


    I think the only problem might be checking there and then that the m/c has correctly printed all the tickets you bought.
    • Rosemary7391
    • By Rosemary7391 19th Jul 17, 5:52 PM
    • 1,836 Posts
    • 3,190 Thanks
    Rosemary7391
    It can't. As I learnt the hard way when I had paid on my husband's joint account card and not mine, and was unable to pick up the tickets.


    Although if you pay by PayPal or Apple Pay then you can use any card.
    Originally posted by SuperHan
    Surely you only need to enter the code once? Then the machine prints all 10 sets of tickets.


    I think the only problem might be checking there and then that the m/c has correctly printed all the tickets you bought.
    Originally posted by Manxman in exile
    I think these probably depend on who it's bought with. I have vague memories of having bought tickets and subsequently had my credit card cancelled due to fraud. When I called up (Virgin?) they checked my account and told me that I could use any card, something to do with my account history meaning they'd enabled that already for me? Might've changed since then but it worked then! Probably for 1st time purchases they insist on the same card. Would be interesting if someone could confirm how it worked
    Me escondo detras de mi lengua... tengo miedo de que me entiendas... pero me gustara que me entendases ¡Ayudame!
    • photome
    • By photome 19th Jul 17, 10:26 PM
    • 12,735 Posts
    • 8,212 Thanks
    photome
    It can't. As I learnt the hard way when I had paid on my husband's joint account card and not mine, and was unable to pick up the tickets.


    Although if you pay by PayPal or Apple Pay then you can use any card.
    Originally posted by SuperHan
    I have in the past used a different card to the card used for purchase ( with greater anglia)
    • photome
    • By photome 19th Jul 17, 10:27 PM
    • 12,735 Posts
    • 8,212 Thanks
    photome
    Conceivably I could have stood there entering the 8 or so digit collection code into the collection machine ten times, that would have been failsafe I imagine. Although it would have taken about 10 minutes, it would have been more reliable I suppose.
    Originally posted by NickIpswich
    Entering it once would have been enough
    • Manxman in exile
    • By Manxman in exile 26th Jul 17, 5:02 PM
    • 861 Posts
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    Manxman in exile
    Surely you only need to enter the code once? Then the machine prints all 10 sets of tickets.


    I think the only problem might be checking there and then that the m/c has correctly printed all the tickets you bought.
    Originally posted by Manxman in exile

    Apologies for quoting myself, but I was wrong.


    I've just ordered 3 return tickets to London for 3 consecutive days from Greater Anglia and they've given me separate confirmation codes for each return.


    They also specify that when picking up you don't need to use the same card as was used for the purchase
    • SuperHan
    • By SuperHan 26th Jul 17, 8:45 PM
    • 1,975 Posts
    • 1,143 Thanks
    SuperHan
    Apologies for quoting myself, but I was wrong.


    I've just ordered 3 return tickets to London for 3 consecutive days from Greater Anglia and they've given me separate confirmation codes for each return.


    They also specify that when picking up you don't need to use the same card as was used for the purchase
    Originally posted by Manxman in exile
    It must depend on who you've booked with.

    I've definitely booked with thetrainline before and not been able to collect with a different card. Or maybe they've updated the systems.
    • Manxman in exile
    • By Manxman in exile 26th Jul 17, 10:12 PM
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    Manxman in exile
    It must depend on who you've booked with.

    I've definitely booked with thetrainline before and not been able to collect with a different card. Or maybe they've updated the systems.
    Originally posted by SuperHan

    Must do. I've certainly collected GA tickets before with a different card from the one purchased with, but other posters like you have had a different experience with other TOCs


    edit - but it may need to be a card registered to you. ga website says the card is needed to confirm id?
    Last edited by Manxman in exile; 26-07-2017 at 10:15 PM. Reason: add
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