Trouble with c2c/theTrainLine

BluShock

Hi there,

I placed an online order via c2c's website for a monthly season ticket on the 2nd December to start from the 8th. The ticket cost £326.80, paid via Visa debit card. However the ticket didn't arrive (and still hasn't) and I called the online bookings number on c2c's website but they weren't very helpful as they couldn't even find my order. It looks like the orders are dealt with theTrainLine not c2c themselves so I can’t ask for a refund at my station.

I started the refund procedure via the website which stated I had to post my ticket to an address in Aldgate, London. Of course this wasn't an option for me as I never received the ticket in the first place.

So I sent them a letter via special delivery asking for a full refund with copies of replacement tickets I’ve had to buy, including another season ticket when it looked like I wouldn’t be receiving my original ticket. This was sent on the 10th December but I still haven’t received a reply, I have received a copy of proof of delivery.

What would be my best course of action? I will send another copy of my request but is there some sort of action I could threaten so I am taken more seriously?

Many thanks for your help,
Sam

thescouselander

If you are getting nowhere with the retailer you should raise a dispute through your card provider - they should sort it out for you. The only thing that might be a problem is that you used a debit card so that doesn't give you the same protection as you would get with a credit card - its worth calling them anyway.

I always use a credit card for this sort of thing as you are better protected then.

If all else fails you can start proceedings in the small claims court:

https://www.moneyclaim.gov.uk/csmco2/index.jsp

BluShock

Thanks for your advise. Indeed I'm wishing I had a credit card now for these things :embarasse

I shall resend my request threatening a SMC action, hopefully it won't come to that. :undecided

Kind regards,
Sam