Renewed buspass online..money taken, but no pass or record!

Bridesmaid83

Hello,

I have been waiting for my annual smartzone 52 week bus pass which I paid £350 for and I called their number to say I had not received it yet but the money was taken out of my account on Jan 16th (and I have proof). On the phone they said they had no record of me even buying it and would call me back tomorrow.

I'm worried they may tell me that they don't have my record, therefore will not be sending me my pass which I already paid for.

Can anyone please let me know where I go from here if indeed that's what they tell me? Thankfully I have proof on a bank statement but what do I do with it? This has never happened to me before so please be nice to me with your advice.

Thank you

adamc260

Just call your bank, tell them you made a payment for something you never received and you'd like to query the transaction. Let them handle it then

Would be even better if you paid on a credit card as you could just claim against the CC company then.

Bridesmaid83

Than kyou adamc260. i know i'm jumping the gun and I should wait until the bus company calls me back tomorrow (if they call me at all!) It's just good to know what i can say to them if they're still saying they don't have a record. The lady on the phone was nice enough but eeeep...can't afford to lose £350!!! I rely on the bus several times a day so desperately need this.

wealdroam

OP, how did you pay?
By debit card, credit card, cheque, bank transfer or some other way?

The_ICT_Engineer

Stagecoach are known for losing online transaction records. If it shows as going out of your account, It may be still in the system and not yet showing on stagecoaches account. It may end up being returned to your account by the system. Stagecoach use a 3rd party (WorldPay) to process transactions. So it may still be in holding in the Worldpay System.