Refund from National Express and Remitly App

cinders59

Long story but my daughter booked tickets to travel to London, when she bought them she chose where to get the bus, We took her there and ropped her and my granddaughter off, 20 mins later she is in tears as the bus drove passed and wouldnt stop, She looked around and saw there was a small typed A4 sheet saying bus stop moved to nearest one 16 minutes away as the bus couldnt stop there because of the road works. (they were over a mile away and normal services busses stopped there. we had to pick them up and book Train tickest to London and take them to the station.

We put in a complaint as they never notified her and were still selling tickets for this bus stop.
They replied to her they would look into it but that was all she heard since Jule. This week I contacted them and asked for an update , they asked for my daughters phone number but she is unable to amswer during work so they said they would refund me the £120 train ticket costs. Today they told me payment had failed and I needed to download the app Remilty? why they are not sending money abroad, they said to verify who I am, I do not feel comportable doing this, I asked them to ring me and was told they couldnt, even when they tried ringing my daughter

Alderbank

So your daughter bought tickets, National Express have agreed to refund to you instead of your daughter once they have verified who you are?

Sounds reasonable to me; it's what I would expect them to do.

cinders59

So is the way they do it ok, via this app? this app is for transfering money abroad?

Alderbank

Remitly is a legitimate, licensed money transfer company. It was founded in the USA in 2011 and is publicly traded on Nasdaq. 

The company now transfers money to about 170 countries.

In the UK it is authorised and regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 (reference no. 728639) for the provision of payment services. 

Renfrewman

Can your daughter not receive phone calls during her lunch break?

cinders59

Well I have heard from National express from another platform and they said they dont use Remilty

cinders59

Renfrewman said:

Can your daughter not receive phone calls during her lunch break?

yes but they didnt ring her during luch hour, and there is no phone numer to ring them, 
and theytake a long time to reply to a chat 

born_again

cinders59 said:

Renfrewman said:

Can your daughter not receive phone calls during her lunch break?

yes but they didnt ring her during luch hour, and there is no phone numer to ring them, 
and theytake a long time to reply to a chat 

So how did you contact them?

Does did your daughter set up a account with them?

cinders59

at the moment I am messaging them for her, the only contact she had was via one reply on the original complaint
There is no contact number for them not an email address , so it is either on social media oor on their website via a complaint which was done in July

Renfrewman

https://www.remitly.com/gb/en/help

SiliconChip

cinders59 said:

Well I have heard from National express from another platform and they said they dont use Remilty

Have they suggested how the payment will be made?