Trainline.com Dishonesty - Help Please

UpTheWall

What would you do if someone was being dishonest so loosing you over £200? Just roll over and let them get away with it?

But then I should probably stop feeding the trolls...

custardy

custardy wrote: »

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 wrote: »

What would you do if someone was being dishonest so loosing you over £200? Just roll over and let them get away with it?

But then I should probably stop feeding the trolls...

Yes,what to do. That is a quandary indeed.........

DCFC79

UpTheWall wrote: »

What would you do if someone was being dishonest so loosing you over £200? Just roll over and let them get away with it?

But then I should probably stop feeding the trolls...

You were told what to do.

Former_MSE_Andrea

Hi everyone

We're a friendly forum. Please be pleasant when you help answer someone's question, whether you've heard it a hundred times or not.

Thanks

Voyager2002

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

I have no doubt that if this matter were to go to court, and the facts were as you have described them, you would win. So at this point you should send TrainLine a "letter before action" (search this site or just Google for details), and unless you receive a satisfactory response within the time limit you allow then commence proceedings using the small claims track.

And never use TrainLine again!

andygb

Voyager2002 wrote: »

I have no doubt that if this matter were to go to court, and the facts were as you have described them, you would win. So at this point you should send TrainLine a "letter before action" (search this site or just Google for details), and unless you receive a satisfactory response within the time limit you allow then commence proceedings using the small claims track.

And never use TrainLine again!

Thank goodness for a sensible reply to the OP at last.
What is it with folks on here, who have a go at someone new who has a genuine question.
Take them at face value.
They have ordered something and the company have messed up.
They should have been advised by the Post Office which method of return to use.
Sad to say we live in dishonest times, where companies will try new ways of getting one over you.

custardy

andygb wrote: »

Thank goodness for a sensible reply to the OP at last.
What is it with folks on here, who have a go at someone new who has a genuine question.
Take them at face value.
They have ordered something and the company have messed up.
They should have been advised by the Post Office which method of return to use.
Sad to say we live in dishonest times, where companies will try new ways of getting one over you.

The OP was advised to go to the small claims in post #2.......

The tickets have been delivered. what would the OP be claiming on insurance for?

UpTheWall

Hey guys,

Thanks for the positive comments.

I travelled the actual journey, and spoke with a few station staff and ticket inspectors and they all uniformly said that they've heard many such stories about the trainline.

I have a positive update.
- the trainline continued with their "empty envelope story", so I sent them a picture of an empty envelope on some scales, and a copy of the proof of purchase with its rather higher weight.
- i also said my next step will be small claims
- they replied sticking with their empty envelope yarn
- my case with transport focus was due to report back on the 21st,though I haven't personally heard their report

However....
I got an automated email from the trainline saying the refund will be paid, and I got the promised refund into my account yesterday.

So a few months of having to be rather pushy and getting a touch stressed at the potential loss, but I got it sorted in the end.

My other half is suggesting claiming more for the hassle and dishonesty, but I've had enough of dealing with them.

Lesson learned : I'll go direct to the train company next time.

UpTheWall

In addition, it was a complicated journey with two changes, and one of the three trains didn't even exist. Luckily the nice station people found an alternative for us without an extra cost.

Energize

Have you tried just contacting your bank and telling them that the transaction was unauthorised?

The company should have immediately refunded you, not when they receive the tickets back, whether they get the tickets back or not is a separate issue, they caused you a loss and are obliged to rectify it ASAP.