Help - Refusal of Duplicate Gold Card

[SVeitch]

Please Help,

Early in Jan 13 i managed to lose my Annual gold card, (Sevenoaks to London Terminals). This was the first time in 3 years i'd lost my card, so i thought i was doing fairly well.

But i have been resently informed that my application has been rejected as

"no REASONABLE explanation was submitted"

On the form I put "acidental loss - Lost on train".

This is from Southern Rail as i bought the ticket in Victoria. But if they don't consider an acidental loss as reasonable, what do they consider reasonable? Especially as this is my first loss.

Please can anyone give any advice on how to successfully appeal? I can't get any further information out southern as they have no phone number and no e-mail address.

Cheers

Sam

 

[Stigy]

Most of the time the company will want to speak to you personally to ascertain all the facts. This should be quite clear-cut as it is the first time in 3-years. As I'm sure you can appreciate, Goldcard fraud and fare evasion in general is a big issue for the train companies, hence why an interview is often requested. I'd contact Southern and speak to Customer Services if I were you. Google should turn up their contact details.

 

[sarahj]

If thats all you put, I'm not supprised they turned you down. Perhaps if you had put, I was on the xx.xx from A to B and was sitting in coach X. I had showed the ticket to person X at Z, but when I came to check my ticket again, I had lost it. I reported it X at X.

If they accept this, you will be called in for interview. Its amazing how many people loose a gold card, but drop out of the refund process when called in.

Southern has a web site, with both email and customer contacts numbers on it, so I dont see your point of southern has no phone or email.

 

[swj99]

Email - [email protected]
Website - http://www.southernrailway.com/p/contact-us/#altnumber

PO Box 3021
Bristol
BS2 2BS

08451 27 29 20 or
0208 185 0778

See NRCOC, section 32 for Improper use, and 34 for Lost, stolen or mislaid tickets.

http://nationalrail.co.uk/times_fares/nrcc/NRCOC.pdf

 

[VauxhallandI]

If thats all you put, I'm not supprised they turned you down. Perhaps if you had put, I was on the xx.xx from A to B and was sitting in coach X. I had showed the ticket to person X at Z, but when I came to check my ticket again, I had lost it. I reported it X at X.

If they accept this, you will be called in for interview. Its amazing how many people loose a gold card, but drop out of the refund process when called in.

Southern has a web site, with both email and customer contacts numbers on it, so I dont see your point of southern has no phone or email.

Being an innocent customer (presumably) then why would they know to state all these points?

When I lost my gold card I was oblivious to the amount of fraud etc.

I had to go and meet a man in a dingy office but got my replacement so don't fret too much OP but you may have to be proactive as GA were very unorganised and issued miss information that resulted in me making several visits to the station and buying 10 days of tickets to cover.

They also messed up the refund of the tickets too.

All got sorted in the end.