My partner lost her monthly season with a week remaining on it - her first time of doing so. She was alighting at Station X when she discovered the loss, rather than her normal "home" Station Y. Staff at Station X gave her a lost ticket/refund form and she submitted it back to Station X within a couple of days. She was told she would get a 'phone call when the refund was ready to collect. In the meantime, I bought her a weekly season to get her to the end of the month.
Time goes by (2 months), no phone call, we forget about it. Since going to Station X to ask about the refund involves getting off a train early and then waiting for another one to get home, it was only this week that she visited Station X's ticket office to enquire as we happened to be driving past. She was told that the form had been returned to Station Y.
She asked at Station Y, who had the form, but refused to issue the refund because she had failed to collect it within 28 days. It's not clear within 28 days of when, however.
I read the National Rail Conditions of Carriage (NRCoC) and cannot find any requirement to collect a refund within 28 days of any arbitrary date.
Today I call the TOC who issued the ticket and also run stations X and Y. Their customer services say that Station Y is right to not pay the refund because it upsets their accounting system when its not collected within 28 days - whilst being unable to clarify when the 28 day count started. They agree that they're making up a rule that isn't in the NRCoC.
Has anyone else encountered such a situation? It would be useful to know where we stand before I fire off a letter complaining about their making up rules that aren't in NRCoC and end up making more of fool of myself than normal!
Time goes by (2 months), no phone call, we forget about it. Since going to Station X to ask about the refund involves getting off a train early and then waiting for another one to get home, it was only this week that she visited Station X's ticket office to enquire as we happened to be driving past. She was told that the form had been returned to Station Y.
She asked at Station Y, who had the form, but refused to issue the refund because she had failed to collect it within 28 days. It's not clear within 28 days of when, however.
I read the National Rail Conditions of Carriage (NRCoC) and cannot find any requirement to collect a refund within 28 days of any arbitrary date.
Today I call the TOC who issued the ticket and also run stations X and Y. Their customer services say that Station Y is right to not pay the refund because it upsets their accounting system when its not collected within 28 days - whilst being unable to clarify when the 28 day count started. They agree that they're making up a rule that isn't in the NRCoC.
Has anyone else encountered such a situation? It would be useful to know where we stand before I fire off a letter complaining about their making up rules that aren't in NRCoC and end up making more of fool of myself than normal!
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