terrspen52
New Member
Could someone help me to get a refund please.
Last week, on 3 September, I tried to buy tickets through the Cross Country app for a return journey between Bristol and Paddington on the following day.
The app froze after I had approved my credit card payment of £132.50. The payment immediately appeared on my credit card app, as "pending". I did not receive the usual email confirming the ticket purchase, and the transaction did not appear on the "current" tab of the Cross Country app.
I immediately phoned the Cross Country ticket line, and was told that the payment would disappear, as no tickets had been issued. With this reassurance, I immediately bought replacement tickets on the phone for the same journey. I was also told that this was a common problem!
However, 2 days later my credit card app showed that I had been charged twice for the journey: the first payment for the frozen app transaction and the second for the phone transaction.
On phoning Cross Country again to request a refund, I was advised to email crosscountry@journeycall.com about a refund. Within minutes I received a blank refusal by email. Instead, I was advised to "get in touch with our customer relations team."
I'd be grateful for advice on how to pursue this. I have asked the credit card company for a refund, but this is subject to a 19 day delay before I hear back.
Last week, on 3 September, I tried to buy tickets through the Cross Country app for a return journey between Bristol and Paddington on the following day.
The app froze after I had approved my credit card payment of £132.50. The payment immediately appeared on my credit card app, as "pending". I did not receive the usual email confirming the ticket purchase, and the transaction did not appear on the "current" tab of the Cross Country app.
I immediately phoned the Cross Country ticket line, and was told that the payment would disappear, as no tickets had been issued. With this reassurance, I immediately bought replacement tickets on the phone for the same journey. I was also told that this was a common problem!
However, 2 days later my credit card app showed that I had been charged twice for the journey: the first payment for the frozen app transaction and the second for the phone transaction.
On phoning Cross Country again to request a refund, I was advised to email crosscountry@journeycall.com about a refund. Within minutes I received a blank refusal by email. Instead, I was advised to "get in touch with our customer relations team."
I'd be grateful for advice on how to pursue this. I have asked the credit card company for a refund, but this is subject to a 19 day delay before I hear back.
