Full and Immediate Refund

[VauxhallandI]

Chargeback seems complicated and little known about
Reading this it seems your bank and the other parties bank need to agree their is a breach of contract to get the money back.

I used it without much bother however the supplier had gone in to receivership so the paperwork and the situation was fairly "normal" to all involved

 

[Starmill]

But there has been a breach of contract in refusing the refund until this point, no?

 

[richw]

But there has been a breach of contract in refusing the refund until this point, no?

What is the timescale for a refund in the contract? If it says immediate and isn't then yes there is a breach of contract. I can't remember the wording and exclusions for an immediate refund, so unsure if this is the case here

 

[Haywain]

I don't believe any of this talk of chargebacks is relevant. What the OP appears to want from FGW is an explanation of their policy which appears to differ from the NRCoC, and a chargeback (which would not be against FGW anyway) would not achieve that.

 

[Tom B]

I don't believe any of this talk of chargebacks is relevant. What the OP appears to want from FGW is an explanation of their policy which appears to differ from the NRCoC, and a chargeback (which would not be against FGW anyway) would not achieve that.

Correct. I have obtained a refund. East Coast provided a comprehensive apology and promised they would ensure that staff were appropriately advised; FGW appear to be spouting the same crap. I would like them to admit their mistake and sort it out.

 

[Tom B]

I finally received a reply from FGW:-

"I was sorry to learn that you were unhappy with our response as you believe the National Rail Conditions of Carriage entitle you to a full immediate refund from any ticket office for an abandoned journey.

I apologise but this is not the case, all refunds must be processed by the original point of purchase as they take the revenue for the transaction. You should be able to submit a refund at London Paddington if the tickets were purchased at another station and they will forward the tickets on to the ticket seller but Paddington would not process the refund itself. Section 26 (a) of the Conditions of Carriage state that an immediate refund will be paid ‘wherever possible’ and unfortunately it is only possible if you paid by cash and submit the refund to the point of purchase."

Discusson on here seems to suggest that 'wherever possible' relates to simple things like, for instance, having sufficient cash to hand to make the refund. East Coast, in their reply to the complaint, stated that both them or FGW should be able to make the refund. Now, who do I believe?

 

[richw]

Round here FGW say it is rarely "possible" to make an immediate refund as there process requires it to be approved by the area manager's signature on the refund form for any refund.
The area manager is rarely present at a set station.
Whether this process is in line with the NRCoC is a different matter.

 

[maniacmartin]

FGW's interpretation matches that in iKB, but that doesn't form part of the contract.

The NRCoC seems clear to me, and it doesn't say 'if possible, and the ticket was sold by the ticket office you are at, and you paid in cash.'

 

[Tom B]

It seems that there is the NRCOC, as interpreted by most people and other TOCs, and then FGW's version of it.

 

[CyrusWuff]

I smell a complaint to Passenger Focus coming on...