Refund from National Express and Remitly App

Ergates

cinders59 said:

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

They're attempting to rectify their mistake to put you back to where you would have been, had they not made it.   i.e. your Daughter gets to London for the cost of the coach ticket, not the (presumably more expensive) train ticket.

Remilty is a legitimate company, so would be a reasonable step for them to take before sending you (with whom they have no contract) money.  Why do you not feel comfortable doing this?  Is it the Remilty app specifically you don't like?  Or the whole aspect of confirming your identity?

What would you prefer they did?  If they just refunded your daughter the cost of the coach tickets, you'd be out of pocket.

cinders59

They have told me /my daughter not to install Remitly, one page on FB National Express customer services is a scam page they never ask you to use remitly

but they are refusing to refund the train tickets even though it was their mistake not telling customers they were not stopping at that bust stop, yet were still selling tickets for that stop. they will just refund 2 travellers for the one way bus ticket that was missed. Disgusting really

Ergates

cinders59 said:

They have told me /my daughter not to install Remitly, one page on FB National Express customer services is a scam page they never ask you to use remitly

but they are refusing to refund the train tickets even though it was their mistake not telling customers they were not stopping at that bust stop, yet were still selling tickets for that stop. they will just refund 2 travellers for the one way bus ticket that was missed. Disgusting really

This is confusing.   Who were you speaking to when you were told they *would* refund the train tickets?  Have they now changed their minds?  Or do you think you weren't speaking to National Express at that point?

What do you mean "one page on FB National Express customer services is a scam page" ?   On the actual National Express customer services site there is a scam page?   Or there is separate page pretending to be National Express customers services that you found via a websearch, or a mistyped URL or something?

cinders59

I found out that the person I was speaking to was on the scam page regarding the Train tickets refund. I reported that page to FB and they have now removed it.
I got in touch with the legit National Express on X and they confirmed that the page I had been talking to was fake. 
But when the customer service  got in touch on X they informed me that they would not refund my daughter the cost of the train tickets even though it was their fault by not informing their customers that the coach would not be picking up at the stop, and there was no way anyone could get to the next stop wthout a taxi as it was a 16 min drive. plus they were still selling tickets for that stop for the next 2 weeks at least 

cmthephoenix

Be very very happy you didn't install the app after you didn't notice that you were contacting a fake facebook page.

Where were you travelling from? How often are coaches from there?

Did you contact National Express before booking the train tickets as otherwise you haven't given them a chance to advise you what to do before unilaterally making a decision to book expensive train tickets.

cinders59

cmthephoenix said:

Be very very happy you didn't install the app after you didn't notice that you were contacting a fake facebook page.

Where were you travelling from? How often are coaches from there?

Did you contact National Express before booking the train tickets as otherwise you haven't given them a chance to advise you what to do before unilaterally making a decision to book expensive train tickets.

my daughter and granddaughter were travelling form Swansea Bay Campass stop. which they still sold tickets for that stop, even though they stopped picking up from there, She had booked them in the April for travel in July with no contact to say they were not picking up from there, even though normal service busses were stopping. They said because of roadworks which were nearly a mile away. My daughter was so distressed about getting to London we picked her up to take her to the train station. Contacting NA is hopeless, they take days to answer a query

Jumblebumble

cmthephoenix said:

Be very very happy you didn't install the app after you didn't notice that you were contacting a fake facebook page.

Where were you travelling from? How often are coaches from there?

Did you contact National Express before booking the train tickets as otherwise you haven't given them a chance to advise you what to do before unilaterally making a decision to book expensive train tickets.

There are possibly plenty of coaches but this is not much use if they are not stopping.
I am always faintly amused when people ask why didn't someone waste their time that they don't get paid for contacting  a disorganised  company who are likely to put one through an endless loop of IVR telling one that the answer might be on the website and stupid bots telling them the time of the next bus that doesn't stop.

cmthephoenix

There are possibly plenty of coaches but this is not much use if they are not stopping.
I am always faintly amused when people ask why didn't someone waste their time that they don't get paid for contacting  a disorganised  company who are likely to put one through an endless loop of IVR telling one that the answer might be on the website and stupid bots telling them the time of the next bus that doesn't stop.

However they were stopping a 15 minute bus or uber away, so I guess it depends what time of day they were travelling as it's a fairly regular coach service from Swansea bus station. I do absolutely agree that in this day and age companies should be very capable of informing you that the stop you are travelling from is closed without relying on you to read a sign (that certainly in my area could well have been nicked or defaced) but for all we know they may have done somewhere on screen when purchasing but it was missed and almost certainly would have said in the live service updates.

I've actually been pleasantly surprised the few times I've contacted companies by phone recently how quickly I've got through to them an how efficiently they've dealt with my query, though that obviously depends on the company and you can't know without trying it.

It doesn't change that you can't unilaterally make a decision and then complain that the other party doesn't agree with that decision. £144 is also steep for the train fare. It would suggest an anytime ticket rather than a £60 off peak ticket and off peak should be fine as they'd be arriving into London 3 hours earlier than if they'd made the journey by coach.

OP if you believe you've got a case take it to small claims but I would suspect the judge wouldn't like that a unilateral decision was made and that the train ticket was expensive. Do write to National Express first (rather than social media) as that will set out their formal response.

cinders59

cmthephoenix said:

There are possibly plenty of coaches but this is not much use if they are not stopping.
I am always faintly amused when people ask why didn't someone waste their time that they don't get paid for contacting  a disorganised  company who are likely to put one through an endless loop of IVR telling one that the answer might be on the website and stupid bots telling them the time of the next bus that doesn't stop.

However they were stopping a 15 minute bus or uber away, so I guess it depends what time of day they were travelling as it's a fairly regular coach service from Swansea bus station. I do absolutely agree that in this day and age companies should be very capable of informing you that the stop you are travelling from is closed without relying on you to read a sign (that certainly in my area could well have been nicked or defaced) but for all we know they may have done somewhere on screen when purchasing but it was missed and almost certainly would have said in the live service updates.

I've actually been pleasantly surprised the few times I've contacted companies by phone recently how quickly I've got through to them an how efficiently they've dealt with my query, though that obviously depends on the company and you can't know without trying it.

It doesn't change that you can't unilaterally make a decision and then complain that the other party doesn't agree with that decision. £144 is also steep for the train fare. It would suggest an anytime ticket rather than a £60 off peak ticket and off peak should be fine as they'd be arriving into London 3 hours earlier than if they'd made the journey by coach.

OP if you believe you've got a case take it to small claims but I would suspect the judge wouldn't like that a unilateral decision was made and that the train ticket was expensive. Do write to National Express first (rather than social media) as that will set out their formal response.

Thank you for the reply,
I think this is a lost cause with National Express.
I have read the feedback on Trip advisor and most of it is not very good, some where they had to get taxis to the airports because of issues , so not very hopeful