Thread: Rail Easy (The most ridiculous encounter I have ever had)

Hi,

Firstly apologies if this is in the wrong forum. If any moderator feels it's out of place or would benefit from being moved, please be my guest.

Now to the point of this post:

I was wondering if I could get anyone's input on this as it's probably one of the worst experiences I've ever had with a company. Seems like actual robbery to me.

Basically, a couple of days ago I purchased train tickets to London for this coming Saturday (21st Feb). I purchased these online and as anyone familiar with raileasy.com and other similar train ticket websites will know, they give you a ticket reference number with which to collect your tickets from the machine at the station you're departing from. The procedure is that you insert the card you used to make the payment with into the machine, enter the reference and you're tickets are printed out.

Yesterday, checking my online banking statement, I noticed a transaction that was clearly not made by me. The transaction was for a pay-as-you-go top-up from o2. I'm with vodafone, and have a contract so this instantly told me that someone else had been using my card. I recalled hearing some stories recently at work about a cashpoint close to my office that a number of people had used and subsequently had the details taken from, which I foolishly used last weekend (after a few beverages I might add). I instantly called my bank and advised them of this, they then proceeded to cancel the card and went about trying to claim back my money for me.

Sometime afterwards I realised I had not collected my train tickets as of yet, so thinking there must be some way around this, I called raileasy's customer service (and I use that term incredibly lightly) department, only to be told by the incredibly disinterested adviser on the phone that without the card I couldn't get my tickets. And being that it is Thursday, there is no way they can get the tickets to me in the post. I asked him what his solution was and he advised me to (and this is a direct quote) "buy another ticket". He then proceeded to tell me I couldn't have a refund as it's an advance ticket which I'm assuming is also in their terms & conditions.

So to summarise, despite the fact that I was the unfortunate victim of card-fraud, raileasy are refusing to either a) find an alternative way for me to get my tickets or b) provide me with a refund. Essentially what they're saying is that even though I have paid them, I can't have the service I've paid for. Surely this isn't legal. There essentially stealing from me aren't they? Anyone got some advise on how to proceed?


As always any input is greatly appreciated!

contact the bank explaining this to them and they should do a charge back

I donlt think a charge back can be made on a debit card under those circumstances, but I'd be delighted to be proved wrong. I had a problem similar to this, with my card being compromised and a ticket to collect (Virgin). There wasn't actually a problem - as although the card itself was cancelled, the machine was only using the card number to identify me, not make another purchase (which of course would have been rejected).

The card went in and the tickets came out - a week later the bank sent my replacement card and all was well again.

I purchased a ticket online from Raileasy on 28th Jan. When I printed it off, I reaslised I had marked the incorrect time for return, so proceeded to order another ticket ( and paid for it). I then e mailed raileasy and told them what had happended and asked for a refund as I had done everything they asked to claim a refund. I got an automated reply saying basically it's being dealt with and refunds can take up to a month. Its been 3 weeks now and no sign of a refund. Do I contact them (at a £1 a minute I am reluctant to call) or should I wait another week and see what happens?

If they say a month, you might as well give them this - as if you call beforehand, your costs in so doing will eat into the refund you are requesting!

Good thinking! I hadnt thought about that. Its bad enough when they say they charge £10 for 'adminstration' when they finally refund you!! What makes me mad though is I cancelled the ticket a day before they took the money out of my account. I know it's probably becausee it's all automated etc, but it still makes me mad
Thanks for the advice

Usually advance purchase tickets cannot be refunded at all afaiaa.
if it's a case of the credit card being cancelled I would have thought they could do that a a good will gesture mind.
They don't usually do it if it's 'a changed mind' over the time or dates though IME.
If you chargeback mind expect them to fight it, after all chargebacks are usually only valid if the transaction was not authorised or fraudulent, if you claim either wrongly you'll be liable to legal action.

Funnily enough, I received an e mail from them this afternoon. They are refunding me less £10 admin fee and booking fee, so I'm happy.

With regards to the OP, just take your reference number into a ticket office along with some ID and they should still be able to issue your tickets. good luck! And a tip, the best website for booking tickets in www.londonmidland.com believe it or not (and no, I don't work for LM)

[QUOTE=gunner_ben;1991580]Hi,

Firstly apologies if this is in the wrong forum. If any moderator feels it's out of place or would benefit from being moved, please be my guest.

Now to the point of this post:

I was wondering if I could get anyone's input on this as it's probably one of the worst experiences I've ever had with a company. Seems like actual robbery to me.

Basically, a couple of days ago I purchased train tickets to London for this coming Saturday (21st Feb). I purchased these online and as anyone familiar with raileasy.com and other similar train ticket websites will know, they give you a ticket reference number with which to collect your tickets from the machine at the station you're departing from. The procedure is that you insert the card you used to make the payment with into the machine, enter the reference and you're tickets are printed out.

Yesterday, checking my online banking statement, I noticed a transaction that was clearly not made by me. The transaction was for a pay-as-you-go top-up from o2. I'm with vodafone, and have a contract so this instantly told me that someone else had been using my card. I recalled hearing some stories recently at work about a cashpoint close to my office that a number of people had used and subsequently had the details taken from, which I foolishly used last weekend (after a few beverages I might add). I instantly called my bank and advised them of this, they then proceeded to cancel the card and went about trying to claim back my money for me.

Sometime afterwards I realised I had not collected my train tickets as of yet, so thinking there must be some way around this, I called raileasy's customer service (and I use that term incredibly lightly) department, only to be told by the incredibly disinterested adviser on the phone that without the card I couldn't get my tickets. And being that it is Thursday, there is no way they can get the tickets to me in the post. I asked him what his solution was and he advised me to (and this is a direct quote) "buy another ticket". He then proceeded to tell me I couldn't have a refund as it's an advance ticket which I'm assuming is also in their terms & conditions.

So to summarise, despite the fact that I was the unfortunate victim of card-fraud, raileasy are refusing to either a) find an alternative way for me to get my tickets or b) provide me with a refund. Essentially what they're saying is that even though I have paid them, I can't have the service I've paid for. Surely this isn't legal. There essentially stealing from me aren't they? Anyone got some advise on how to proceed?


As always any input is greatly appreciated!

I agree, please do not use raileasy or the train line, after using this site transactions were made from my dibit card. £14.95 per month going back to may 11. Ive have only just noticed with Visa debit in the process of investigating. The website taking the monthly amount was rewardsfirst.co.uk which I have never used. I have since cancled my card, it appears when you accept the T&C from trainline you automatically sign up and give permission to a monthly subscription.
Hope this helps, never use these sites