TOD collection problem: return portion not printed

[yorkie]

The problem is still ongoing.

The customer has recently sent emails to TPE customer relations, who have consistently stated that it is not a matter for them, and that the customer should contact Web Support, even though Web Support have refused on several occasions to refund the unused ticket.

Web Support were then contacted again and they replied with a one line email stating "I will forward bro customer relations as you are out of pocket"

However this email was sent in early October and there has been no response.

 

[gray1404]

As the customer has tried to resolve the issue with both TPE Customer Relations and TPE Web Support, I'd suggest they respond to Customer Relations asking for a Manager to review the case (and issue a deadlock/final response) before involving the Rail Ombudsmen.

Hopefully when a Manager at TPE Customer Relations looks at it they will provide a suitable resolution. Web Support will most likely just keep passing the buck to Customer Relations once it gets complicated.

 

[Western Sunset]

This is all getting ridiculous.

I'd email the managing director of TPE at [email protected] and get a response from him.

 

[Grumpy Git]

What a shambles. Having multiple TOC's hasn't worked well here has it!

 

[Fawkes Cat]

What a shambles. Having multiple TOC's hasn't worked well here has it!

The problem seems to be between two parts of the same company rather than between two companies.

 

[thelongestroad]

You could investigate initiating a chargeback through your bank.

 

[gray1404]

I second that regarding the chargeback. Or indeed a Section 75 of the Consumer Credit Act claim/complaint with the bank of a credit card was used and the total value of the transaction was £100 or more.

 

[yorkie]

The company has offered £10 as a goodwill gesture. The remaining amount remains unpaid.

Edit: the full amount was eventually refunded in November.

 

[gray1404]

This is not acceptable. I hope the person concerned takes this further (as discussed above).