Train company that owes me £10 ignoring me. What are my options

GreatBritain

A couple weeks ago, I got on a train and the conductor came round. I handed him £10 for a ticket which he took. He faffed about on his ticket printing machine and then told me it was broken and that I needed to buy a ticket once I got off the train, so I did. But then I realised that he didn't give me my £10 back! I don't know if it was an honest mistake or if he deliberately wanted to pocket it.

Anyway, I contacted the rail company via their Web chat, East Midlands Railway. They said they would open an investigation. I then tried to use the chat a few days later but for some reason no one connected to talk to me. I had a wild idea that they were deliberately avoiding me and so I connected with a fake name and lo and behold, they connected. I then told them who I was and they claimed it was a server issue and that they were on the case so I gave them the benefit of the doubt.

They had said it could take up to 3 weeks for them to investigate and reply. Three weeks lapsed and so I decided to chase them up again. For some strange reason I can't find the Internet Web Chat anymore so I phoned up. The lady on the phone said that it was still under investigation by the manager and that she would put in an urgent appeal so that they would get back to me within a couple of days. They still haven't.

It is quite clear that they are ignoring me and hoping I go away after their conductor practically stole my £10. That's not going to happen. 

What do you recommend my next step be? Should I try contacting them one last time? And then do I have to go to the ombudsman? 

[Deleted User]

5 pages of existing thread here, to save people going over old ground. 

https://forums.moneysavingexpert.com/discussion/6298804/train-conductor-took-my-money-and-didnt-sell-me-a-ticket/p1

JJ_Egan

LBA  letter before action  see multiple posts or Google for templates .

GreatBritain

JJ_Egan said:

LBA  letter before action  see multiple posts or Google for templates .

Hello, I'll check that out later today. Thanks! 

jimbo6977

Call your local newspaper and get them to take your photo in front of the nearest station with arms folded and a gob on. 

Or probably don't....

force_ten

kiko4564 is the man he would have all the answers for you

anotheruser

What are your options?
Practically zero.

Your word against them.

While it may be "good customer service" to reimburse you, it's unlikely as hundreds of people could claim the same thing.
It's a loss.
Accept this and stop ploughing time into it.