TFL Customer Charter for the tube

chrissie50_2

I long suspected that TFL were avoiding paying out under this scheme, so noted 3 occassions when I had posted claims and not received the relevant compensation in February. I had a reply today that stated I had not completed the forms fully, when pushed for what details I has left out because I have logged all the info required I was told (direct extract from the email)
"In all three cases you mentioned from February, you did not fill your title on the application form.
It is the customer's responsibility to ensure the form is completed fully and if they are not then the claim is rejected and will not be reviewed.
Although I understand that this may not be the response that you had desired, I do hope that you will appreciate our position in this matter."
This is the most absurd excuse I've heard, there is no doubt my claims were genuine. I have asked for the organisation who monitors this scheme, no response yet. I guess I will get no further with this. I urge everyone to claim for delays this is the link for the delays for refunds from TFL website, which I understand TFL will handle better if submitted on line
via the tfl.gov web page search for refunds

Moonchild

That's one of the most absurd things i've ever heard.

I'd get the official response sent to a few newspapers to shame them. It's the kind of story they'd pick up on.

SwissLe

I can see 'The Sun' slating Boris for this one! They can't reject a claim for this.

WiseInvestor_2

It's important that the company pays the refund to the correct person which is why your claims were denied.

You made a mistake and somehow it's their fault?

dacouch

Typical civil service type reply, the computer says nah.

So assuming your first name is Christopher it would be reasonable for them to send it to "Mr". If they send a refund and do not put the correct female title on the letter then I would not think people would be offended (Especially if you missed the title off the form). People would be more offended by the rejection email which is quite frankly absurd.

Some jobs worth obviously takes great job satisfaction from finding single ommitions from forms and throughing them out. Surely it creates more work rejecting the application as the title is missing than putting it through and avoiding upsetting the customer and having to send emails explaining why.

WiseInvestor_2

TITLE has an asterix beside it, which it says above means 'mandatory field'.

If you don't fill in the form, you won't get paid. It's that simple.

M4RKM

It is rather stupid, and a petty reason, but, if the form has *Required Fields, and all of these *Required fields are not filled in, then they are perfectly within the Ts&Cs of the claim to reject it.

At least next time you'll know to put a title in there, and you should have a successful claim..

Yes, it is petty, but rules are rules!

M