A few weeks ago I had an almost 2 hour delay on a VTEC train and submitted a Delay Repay claim. I had a standard Advance plus a Seatfrog upgrade, which per the website is also valid for a refund. I took a photo of my ticket and a screenshot of the upgrade confirmation and attempted to attach them to the claim, but got a replay saying the ticket submitted was not correct (it's not possible to check what you are uploading) and to provide the correct ticket or email confirmation. I pieced together a pdf of the two tickets and sent it to VTEC quoting the original reference number as requested and also forwarded on both confirmation emails, again using the original reference, explaining in my first email what I was doing. I then received an automated confirmation of receipt of correspondence with a new reference number. I still haven't heard anything, although I have had a much more recent claim accepted. On the website or in the app there is a tab for Customer Support cases where you can supposedly check the status, but this only seems to list old, settled cases. Is there anything I can do apart from just waiting? If I send an email, which reference number should I use? I would probably get yet another one. 