Paid for train ticket at machine that didn't print, what to do?

pinkie_pie

I tried to buy a train ticket yesterday from a man with a hand held machine, but my card was declined. Knowing this was incorrect, I then used the outside machine to purchase the ticket. This went through to payment stage, then the machine basically crashed and wouldn't work.
I know payment was taken as it told me this, also I receive a text when I spend money using my card and it told me it had gone through immediately.

I then queued at the desk and told the man behind the counter, the train at this point had arrived, and he told me he had no idea what he could do, but he'd take my card details, I'd have to buy a ticket still, and he'd find out how to refund this. I was happy enough to do this as I'm there every morning, and he seems a friendly guy (same one every morning.)

Today I queried it, and he said he'd phoned his manager but was waiting for a call back. He said that his manager had suggested I contacted my card supplier as the quickest way of sorting it (I'm assuming as some 'charged twice' thing).

I don't know what to do now, I appreciate he doesn't know what to do (I think the machine is classed as an entirely different entity to the desk) but I do need the refund. I don't know if there's any point in contacting my card people as technically I wasn't charged twice, I paid twice seperately but didn't receive one item as such, and also it's an o2 prepay card so not entirely sure they'd care.

What to do?

geordieracer

I know that when our ticket machines crash they do not take payment even if they are at a late stage. This is because a signal goes to the server to say its broken and this in turn then goes to cancel the payment as they know the transaction has not been completed - though this can complete at the end of day sometimes

Have you properly checked the balance of your card ?? Have you kep the extra ticket you bought as this will be the one you can get a refund from easier if you have proof that you have indeed been charged twice.

pinkie_pie

Hi, yes definitely taken I've checked my account since.

I don't have the extra tickets no, because the machines that I travel on keep them. Should still have the receipt though.

Should I try o2 or FGW?

rich_shot2003

Thats the Problem with the O2 payment card that sometimes if it cant get online to check there is enough on the card then it wont let you go ahead with what you are trying to pay for.

I have a O2 card and yes you do get a text to tell you that a payment has gone from the card so i would contact o2 and see what they say.

DaveMacD

I'm surprised the payment never went through on the hand held machine. Unless it's a Switch Solo or Visa Electron card, it usually goes through ok. The only other reason I can think of is if the machine was acting up.

Is there not a contact number on the machine itself? Often, it's a separate department that deals with the day to day running of the machine, and also any problems that arise.