GWR Refund Help

[JoeThomas]

Hello,

I have several tickets that I sent off for refund to GWR over three months ago First Class Signed For. Received a delivery confirmation a day later.

A month passed, I heard nothing.

I phoned up GWR soonafter and apparently I sent the tickets to the wrong address (the Twitter team told me the wrong one). Thank goodness I scanned them before I sent them off otherwise that would've been £500 down the hole. So I sent the scans and the form off once again.

Another month passed, heard nothing.

Phoned GWR up once again and was told the best course of action was to email [email protected], so I did do. Soon got an auto response saying that they'll be back in 20 working days.

Another month passed, I heard nothing.

Phoned up GWR again, told that my issue would be sorted within a week. By this time I had even more tickets I needed to go back, so I was advised to open a new case over email with my new tickets scanned and they'd be solved too.

Two weeks passed. Still nothing.

Just got off the phone with GWR again. Haven not been told anything except that it's been with a "specialist team" for a while now.

What should be my next action? This seems ridiculous. But when this happened to me before (yes, with GWR) they took my word and refunded my tickets a month after I sent them off...

 

[yorkie]

Your next step is to contact Transport Focus: https://www.transportfocus.org.uk/contact/complaint/

 

[bb21]

How many refunds have you applied for and what were the reasons for them?

 

[JoeThomas]

How many refunds have you applied for and what were the reasons for them?

Two, as I no longer needed them. Yes I know that I have to pay that £10 admin fee and I'm fine with that.

 

[robbeech]

I agree that you’ve waited long enough and should escalate this as Yorkie says.
You should also keep a record of the twitter response with the incorrect address should you require it in further correspondence.

 

[ForTheLoveOf]

How did you originally pay for the tickets? If by credit card then you may have additional rights if GWR are being uncooperative (and if Transport Focus live up to their usual standards of uselessness).

 

[bb21]

Two, as I no longer needed them. Yes I know that I have to pay that £10 admin fee and I'm fine with that.

I meant how many tickets did you have to refund in total rather than how many refund requests.

I somehow get the impression it is a quite a large sum although won't want to speculate until confirmed as such.

 

[morrisobrien]

Sent my form for a compensation for a delay, by post, over a month ago.Obviously have not heard a thing yet, but my query is that the address to send the tickets as stated on the claim form was...."Freepost GWR CUSTOMER SUPPORT" and that was it.No postcode, city or street name.
On posting I felt I was sending into fresh air.

 

[OxyBoxy]

Sent my form for a compensation for a delay, by post, over a month ago.Obviously have not heard a thing yet, but my query is that the address to send the tickets as stated on the claim form was...."Freepost GWR CUSTOMER SUPPORT" and that was it.No postcode, city or street name.
On posting I felt I was sending into fresh air.

I know the feeling. I sent something off to a freepost address with even less information than that before. So long as it's set up properly, it'll arrive as normal

 

[methethpropbut]

Sent my form for a compensation for a delay, by post, over a month ago.Obviously have not heard a thing yet, but my query is that the address to send the tickets as stated on the claim form was...."Freepost GWR CUSTOMER SUPPORT" and that was it.No postcode, city or street name.
On posting I felt I was sending into fresh air.

I have sent tickets to GWR before and yes it was a Freepost address similar to that as well. It came up fine for me, so no, definitely not fresh air there!

 

[CyrusWuff]

Off-topic, but Freepost NAME is a premium product that Royal Mail offer in addition to Freepost Standard (where you have the choice of supplying pre-printed labels/envelopes/whatever or getting the sender to write the details themselves) and Freepost Plus (which requires you to provide a machine-readable label/envelope and is only available for standard Letters up to 5mm x 165mm x 240mm and with a maximum mass of 100g).

For a normal letter sent using Freepost Plus, the recipient pays 48p for 1st Class or 35p for 2nd; Freepost Standard it's 54p or 41p; and with Freepost NAME it's 55p (only 1st Class is available).