Train ticket refund for cancelled service - where to claim

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Been asked a million times I bet but a recent Northern Rail service was cancelled but the advance tickets were bought through TPE (so I could get some Topcashback money).
Network Rail state to progress a refund with 'the retailer of the ticket'. Hence raised this with TPE.
TPE have rejected my claim on the grounds of:
'... our records show that this service was operated by another train operator (Northern)...'
Have a misread the instructions?
Network Rail state to progress a refund with 'the retailer of the ticket'. Hence raised this with TPE.
TPE have rejected my claim on the grounds of:
'... our records show that this service was operated by another train operator (Northern)...'
Have a misread the instructions?
0
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Did you travel or did you cancel your trip entirely?
If a service is cancelled and the passenger makes a decision not to travel the refund is from the retailer, even on advanced tickets.
Section 30 National Conditions of Travel.
If you travelled on a later service you claim delay repay through the train operator.
They are required to fully refund 100% of the cost of the ticket, with no admin fee.
Keep chasing them; if they refuse to pay up you can either escalate the matter to the Rail Ombudsman ( https://www.railombudsman.org/making-a-complaint/start-a-complaint/ ) or contact your bank to do a card chargeback.