GWT and Train-line refund

illbeurhuckleberry

I have a season ticket that the charity I work for purchased via train line (5,600 pounds). I pay this back monthly out of my salary and travel on GWT. Due to COVID19 I was advised by GWT to file for a refund via their website and post my season ticket via recorded delivery. That was done 28 days ago and while I’ve chased it up via WhatsApp ( can’t get through on phone and they don’t respond to my emails- my case has not moved forward) I’ve since discovered the ticket was purchased via train line and they have a simple refund procedure that could be all sorted within 7 days and all monies returned to the charity I work for. However train line system will not allow me to back date my ticket and will only allow me to backdate from the day I apply for the refund.
As I have applied for my refund via GWT website this would mean my refund from that date is 4,5000 in comparison to train line where I lose £500.
neither company seem to want to help and I’m left wondering the following; could GWT tell me they can’t refund me as the ticket was purchased via train line ? As the ticket was purchased via train line does this mean I can only apply for a refund with them? 

Help! 

Life__Goes__On

Here how I think it works.
You bought the ticket from Trainline so that who you would seek a refund from, you get refund from them  and they claim it back from GWT.
Can you claim via Trainline as you no longer have your ticket? As I can see you being trapped in some sort of limbo while it's being sorted out.

illbeurhuckleberry

Your right. I think I’m tje mayhem I took GWT advice. Not GWT said it could take months before they send my season ticket back and they can’t guarantee this. In the meantime Trainline want a hard copy. It’s difficult to speak to anyone as they have closed their customer care line. I’m a nurse and I’m losing money the longer this continues. I do not want to get to the point where I cannot afford to go to work when This is over. Thanks for your response. 

Life__Goes__On

I would file a claim with Trainline  stating  the reason you can not return your ticket now is out of your control and should not be punished for that. Also stating the delay is caused by the current problem, and they will get the ticket when available.

I would make sure it's via e-mail or recorded post so you have a record to refer back to if needed.
(If an on-line form is used, I would take a screenprint)