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Virgin App problem

I was trying to buy a rail ticket for my elderly mother on the Virgin App.



I don't remember getting the screen asking about delivery options - I wanted paper tickets as she doesn't use a smartphone. But I clicked purchase then realised too late that it had bought an electronic ticket to download to my smartphone.



I rang Virgin within seconds but after half an hour, mostly on hold, I got nowhere. Initially I was told, "No problem, I'll get that changed for you!" then the guy just disappeared and I got a different man saying that they cannot do it.



Also it appears to have purchased the ticket twice. I asked the man about this and he said it was the first colleague trying and failing to reissue the ticket as a paper ticket. But I am now worried that it's charged me twice.



Is there anything that I can do? My husband seems to think there's a cooling off period for online purchases but I can't help thinking train tickets are probably exempt from this. Any thoughts?



My only thought is to give my mother an old smartphone and download the tickets onto it and hope I can teach her how to use it!



I can't think what to do if I have somehow purchased two lots of tickets - that seems strange as once I got to the bought screen, I wouldn't have clicked again. I definitely didn't click it twice.

Comments

  • macman
    macman Posts: 53,129 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    If the ticket was supplied in PDF form, can you not print it and send to her, or email it to be printed locally (if she has email)? Check your credit card or bank account to see if you have been charged twice.
    No free lunch, and no free laptop ;)
  • JennyP
    JennyP Posts: 1,067 Forumite
    Part of the Furniture 500 Posts Name Dropper Combo Breaker
    It's not in PDF form unfortunately. It's the kind you download to your phone.

    The bank say I have been charged twice.
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