Southeastern season ticket refund issues

danielhead

We have a resolution finally! After the complaint at southeastern being closed stating they didn't have the money. We got some advice through Citizens Advice Bureax who I can't thank enough. They raised a new complaint with Southeastern and they finally admitted fault, they did get the money rejected back to them and have had it for the past 4 months!!!

So earlier this week, the full refund was paid into our new bank account, and we received £100 M&S vouchers and bunch of flowers from Southeastern as an apology!

I would like to say, I also send a very strong email to the CEO, whether this triggered anything I don't know.

Passenger focus also came to same resolution although they had been told we needed to write a letter with details of our new account etc. However they took about 2 weeks longer than CAB and to be honest I found them very unhelpful. Their Customer Service is appalling, I contacted them 4 times one week to be told I'd get a call back and never did, no updates on what was happening and how to the complaint was progressing etc.. I would not ever recommend using them .