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“Please help me persuade Network Rail to pay me my money back” – Andrew Dawson

Description

Andrew Dawson

I lost my monthly season ticket on Thursday 8th September. I applied for a replacement card at London Bridge train station ticket office and was advised to pick the new ticket up on Tuesday afternoon (13th September). In the mean time I was advised to purchase my daily tickets and claim them back from the rail company. I found my ticket on the Tuesday (13th September) and was asked to fill out a form with regard to paying me back for my tickets purchased during the lost period. This was done at the London Bridge ticket office and submitted. I came back on the Wednesday to see how the claim had progressed as no one had bothered to phone me as previously advised. I was told that the monies had been put back on my card. This totalled £81.00. It has now been over a week and the monies have not been returned to my account. I have spoken to Network rail and they advised me to speak with Southern on 08451 272920. This number is constantly busy but has a phone back option which after waiting 10 minutes for someone to answer I opted for. The message advised me that the office was closed but they would phone me back in normal working hours. this call was mad today (Friday 23rd September at 0952). I am awaiting for them to open the office and call me back. I somehow don't think this will happen so I will take this afternoon off work and present myself at london Bridge.Is there any chance that I will get my money back?

Problem History

  • 1 Andrew Dawson reported the issue on FixMyTransport. close 10:02 23 Sep 2011
  • 2 Andrew Dawson wrote to Network Rail close 10:02 23 Sep 2011

    Here is the letter that Andrew Dawson wrote.

    Payment

    I lost my monthly season ticket on Thursday 8th September. I applied for a replacement card at London Bridge train station ticket office and was advised to pick the new ticket up on Tuesday afternoon (13th September). In the mean time I was advised to purchase my daily tickets and claim them back from the rail company. I found my ticket on the Tuesday (13th September) and was asked to fill out a form with regard to paying me back for my tickets purchased during the lost period. This was done at the London Bridge ticket office and submitted. I came back on the Wednesday to see how the claim had progressed as no one had bothered to phone me as previously advised. I was told that the monies had been put back on my card. This totalled £81.00. It has now been over a week and the monies have not been returned to my account. I have spoken to Network rail and they advised me to speak with Southern on 08451 272920. This number is constantly busy but has a phone back option which after waiting 10 minutes for someone to answer I opted for. The message advised me that the office was closed but they would phone me back in normal working hours. this call was mad today (Friday 23rd September at 0952). I am awaiting for them to open the office and call me back. I somehow don't think this will happen so I will take this afternoon off work and present myself at london Bridge.Is there any chance that I will get my money back?

  • 3 CRHQ responded to Andrew Dawson close 11:24 23 Sep 2011
    Dear Mr Dawson

    Thank you for contacting Network Rail.

    As you explain in your e-mail, the ticket office that you went to is managed by Southern Trains. Network Rail does not sell tickets or run train services - this is undertaken by the train operating companies (such as Southern). As such, we will not be able to assist with the refund process and you should continue to liaise with Southern Trains directly or Passenger Focus.

    For future reference, one of our dedicated Community Relations teams would be more than happy to assist you with any enquiries for Network Rail. To enable us to collate all the information required to investigate thoroughly, please speak to our National Helpline on 08457 11 41 41. One of our customer service advisors will be able to supply you with a unique reference number and explain the next steps in dealing with your request.

    Please note that our National Helpline operates 24 hours a day, 7 days a week and 365 days a year. If you would prefer to get in touch via email then please visit the 'contact us' section on our website using the following link:

    http://www.networkrail.co.uk/aspx/1346.a...

    Kind regards

    Brian Wortman
    Communications Manager
    Network Rail

    show quoted sections
Comment
  • started 23 September 2011
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London Bridge Rail Station in London Bridge
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