Trainline.com Dishonesty - Help Please

UpTheWall

Good afternoon,

I'm having a spot of trouble with TheTrainline.com. I ordered some tickets and they sent me twice as many as I needed and charged me extra for them. Regardless of how that happened, they agreed to a refund if I return the tickets - £214.80 is owed.

I returned them but the trainline claimed not to have received them.

Fortunately I sent the tickets Signed For, and I told them that someone called Malcolm signed for the tickets, giving them the time and date.

They then changed their story to pretend that they received an empty envelope. Unlikely - I wrapped the tickets carefully in paper with my details, put them in a decent envelope, and double sealed it with sellotape to be sure. I also photographed the tickets before returning them.

Royal Mail have not told me the envelope was damaged, though I've contacted them to confirm.

I've reported them to the Police for theft though I'm not sure where that will lead.

I've also raised a case with Transport Focus, though they say they will probably not get back to me until after the tickets travel date has passed.

I spoke with the train operator, but they tell me they can do nothing without the paper tickets. They can't cancel the booking or void the tickets.

Are you able to suggest any other avenues of attack please?

Regards

UpTheWall

custardy

UpTheWall wrote: »

Good afternoon,

I'm having a spot of trouble with TheTrainline.com. I ordered some tickets and they sent me twice as many as I needed and charged me extra for them. Regardless of how that happened, they agreed to a refund if I return the tickets - £214.80 is owed.

I returned them but the trainline claimed not to have received them.

Fortunately I sent the tickets Signed For, and I told them that someone called Malcolm signed for the tickets, giving them the time and date.

They then changed their story to pretend that they received an empty envelope. Unlikely - I wrapped the tickets carefully in paper with my details, put them in a decent envelope, and double sealed it with sellotape to be sure. I also photographed the tickets before returning them.

Royal Mail have not told me the envelope was damaged, though I've contacted them to confirm.

I've reported them to the Police for theft though I'm not sure where that will lead.

I've also raised a case with Transport Focus, though they say they will probably not get back to me until after the tickets travel date has passed.

I spoke with the train operator, but they tell me they can do nothing without the paper tickets. They can't cancel the booking or void the tickets.

Are you able to suggest any other avenues of attack please?

Regards

UpTheWall

RM have no system to log damage in such a manner.
So not sure how you expect them to tell you?
Also how are you expecting a theft conviction to proceed with the evidence you have?
For future reference signed for is not the service for such high value items. Special delivery all the way.
you may need to go small claims to be honest with your proof of delivery.

UpTheWall

If a package is damage, royal mail usually place it in a larger bag and Mark as damaged.

custardy

UpTheWall wrote: »

If a package is damage, royal mail usually place it in a larger bag and Mark as damaged.

Yes I know that. do you think they have a big book they log that in?
You would need the Trainline to confirm/provide evidence of this.

custardy

Quizzical_Squirrel wrote: »

It might be worth asking if they have a recording procedure.
For example, in the US, post is scanned and the images retained (you can sign up for free to have a digital preview of your day's post emailed to you before it is delivered).
There's a chance the Royal Mail do the same kind of scanning, at least. Worth asking.

Let me lay it out for you.
There is no recording procedure.
The scanning RM does relates to air safety/address recognition.

z1a

A photo won't prove anything, I could photograph something, then say that
it was in the envelope.

UpTheWall

Boo. I'll try a different forum in future.

custardy

UpTheWall wrote: »

Boo. I'll try a different forum in future.

https://www.theanswerrsyouwanttohear.com

UpTheWall

helpfulsuggestionstosolveyourproblems. dot com

rather than

agressivenegativity dot com

custardy

UpTheWall wrote: »

helpfulsuggestionstosolveyourproblems. dot com

rather than

agressivenegativity dot com

Helpful,as in not factual just what agrees with you?

BoGoF

stopwastingpolicetime dot come