Penalty Refund Not Received

[Conrad]

Hello, I appealed a penalty fare (had forgotten my Railcard) and, after several weeks, received a letter saying my appeal had been approved and a refund authorised. Apparently Transferwise will email me with instructions on how to obtain the refund. Two weeks later and I have not heard a thing. I've been checking my spam and junk folders by Transferwise has not contacted me. The correspondence from the Appeals Service is absolutely appalling and it is impossible to be able to get hold of them to ask what is going on. I've gone online but I can't find any email addresses to email them and the only telephone number I can find is an 0870 number for payments. Can anyone suggest how to get hold of them or is two weeks too early to hear anyway? Thanks very much.

 

[furlong]

If this was a formal appeal that was upheld, the rules are simple (minor variations depending on which level of appeal it was):

(12) If the appellant referred to in paragraph (11) has paid the penalty fare, or part of it, the
operator on whose behalf the penalty fare was charged must repay to the appellant the amount
paid within the period of 10 working days, beginning with whichever is the earlier of—
(a) the day on which that operator receives notification that the appeal has been allowed; or
(b) the day on which the time period specified in paragraph 6 of Schedule 2 expires.

There's no qualification - if they don't have alternative details agreed with you, then they should simply post you a cheque for the amount concerned within 10 working days.

You can report breaches of a train company's franchise agreement to the Department for Transport and ask them to open an investigation into the company's behaviour.

 

[Frustratedguy]

Hello, I appealed a penalty fare (had forgotten my Railcard) and, after several weeks, received a letter saying my appeal had been approved and a refund authorised. Apparently Transferwise will email me with instructions on how to obtain the refund. Two weeks later and I have not heard a thing. I've been checking my spam and junk folders by Transferwise has not contacted me. The correspondence from the Appeals Service is absolutely appalling and it is impossible to be able to get hold of them to ask what is going on. I've gone online but I can't find any email addresses to email them and the only telephone number I can find is an 0870 number for payments. Can anyone suggest how to get hold of them or is two weeks too early to hear anyway? Thanks very much.

Hi Conrad. Any update on this? I received a similar letter saying they will reimburse me but, as yet, have not received anything and it has been 10 working days.