First won't refund my ticket - who is right?

raycali

On 10 Sept, I paid for a First Unlimited ticket with my debit card and set it to start/renew on the 25th of each month via direct debit.
On 21 Sept, I requested it to be cancelled after having not used it in any way. First replied that they needed 10 days in advance of the renewal date so no refund was due, though they offered me a free week ticket as a goodwill gesture.
Their website says:
"4.1 You have a right to change your mind (as provided for by the Consumer Contracts Regulations 2013) within 14 days of initially purchasing your subscription ticket. However, if you cancel after we have started providing the travel services you must pay us for the services provided up until the time you tell us that you have changed your mind. Refunds will be made in accordance with our refunds policy.
4.2 You can end your subscription contract, providing you give us at least ten (10) working days’ notice before your ticket renewal date."
Link to terms: https://www.firstgroup.com/terms-and-conditions/subscription-tickets#:~:text=4.2 You can end your,amounts due to subscription cancellations.
Am I due a refund or not, and if so why would that be? 

epm-84

Did you cancel because your circumstances changed or was it due to something First did like stopped running the bus service you used?

A ticket doesn't have to be refundable if you no decide you don't want it after you purchased it.  If it was, then in normal times, it would allow Man United fans to purchase all the available tickets for one of Liverpool's matches at Anfield and then get refunded on them the day before as a joke so that Liverpool play in an almost empty stadium!

raycali

epm-84 said:

Did you cancel because your circumstances changed or was it due to something First did like stopped running the bus service you used?

Because I wanted to, no other reason. 

epm-84 said:

A ticket doesn't have to be refundable if you no decide you don't want it after you purchased it.  If it was, then in normal times, it would allow Man United fans to purchase all the available tickets for one of Liverpool's matches at Anfield and then get refunded on them the day before as a joke so that Liverpool play in an almost empty stadium!

I appreciate that, however my ticket was unused and the company can see so. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say a subscription service can be cancelled within 14 days. Moreover, the bus company explicitly offers the same promise as per my original message. I'm just trying to figure out why they are not refunding me and would like to talk to someone more in the know. Cheers

jon81uk

How do they know the ticket is unused?

raycali

Fun's over, it was a mistake on their part, they refunded the ticket in the end. What a relief, thought for a moment they really meant it. 

jon81uk said:

How do they know the ticket is unused?

It was an unactivated mobile ticket - it doesn't even give the option to activate it until the last few days of the month.

Spendless

Have you quoted their own ts and cs at them and asked them why they are not applying it in your case? Have you just applied for a refund at whatever department or lodged this as a complaint to their customer services?

Barny1979

Spendless said:

Have you quoted their own ts and cs at them and asked them why they are not applying it in your case? Have you just applied for a refund at whatever department or lodged this as a complaint to their customer services?

The OP posted above stating they've refunded and admitted they'd made a mistake.

Spendless

Barny1979 said:

Spendless said:

Have you quoted their own ts and cs at them and asked them why they are not applying it in your case? Have you just applied for a refund at whatever department or lodged this as a complaint to their customer services?

The OP posted above stating they've refunded and admitted they'd made a mistake.

Oops sorry I missed it and I usually read all replies. I knew it would be a mistake. I used to work for them and they are hopeless until you point out their own facts to them. 

[Deleted User]

epm-84 said:

Did you cancel because your circumstances changed or was it due to something First did like stopped running the bus service you used?

A ticket doesn't have to be refundable if you no decide you don't want it after you purchased it.  If it was, then in normal times, it would allow Man United fans to purchase all the available tickets for one of Liverpool's matches at Anfield and then get refunded on them the day before as a joke so that Liverpool play in an almost empty stadium!

I like the idea but tickets for games don't go on general sale, they're sold to season ticket holders, you'd never get 40,000 tickets (or whatever Anfield holds) on the open market