Hi I wonder if anyone could give me some advice?

My daughter has an Arriva M ticket app which she uses to buy a monthly ticket on her phone.

In December the app was upgraded,

when she bought her new ticket at the end of December the app kept crashing,

she tried to buy her ticket 4 times without success,

however when she checked her bank account the next day the money had been taken each time at £73.80!

We've been fighting with Arriva ever since,

provided authorisation codes from the bank, bank statements to show the money has been taken out,

her last 4 of her bank card and phone number,

they refuse to provide a refund even though the evidence is there,

stating they can't find the transactions on their system.

I've tried to call several times to discuss but their staff are rude arrogant and just argue with you

What can I do to get her her refund back

it's quite clearly come from her account but the refuse to pay her the money back

what does her bank say about this?

is it via a debit card

if so use chargeback.

http://whatconsumer.co.uk/visa-debit-chargeback/#axzz2lKiqY17K

Hi samlikejam

Welcome to CAG

If it's Visa debt, contact your Card Provider ask to do a Chargeback. Select the appropriate template. Send it Recorded Delivery.

http://www.which.co.uk/consumer-rights/problem/how-do-i-use-chargeback

Write a Formal Letter of Complaint, mark it as such. Explain what's happened, how they have let you down and what you want them to do. Send edited statements to show the transactions.

Send it to:-

Mr David Martin

Chief Executive

Arriva Trains

[email protected]

It is trains, not buses?

Hi guys,

Thanks for your help, the bank said that as long as we provide the auth codes they should refund the money, but they refuse

It's for a bus ticket rebel11

I wasn't aware of chargeback, is there a time limit for it? I'll get that done now

Thanks again

Hi sam

It's 120, but can vary, check with your Card provider, it the person you speak to says 'what?', get them to pass you over to somebody who knows about Chargeback, don't get fobbed off.

If it was the end of December 2013, you still have time, but not much.

Mr Mike Cooper

Managing Director

Arriva Buses

[email protected]

Hi guys,

Thanks for your help, the bank said that as long as we provide the auth codes they should refund the money, but they refuse

 

It's for a bus ticket rebel11

I wasn't aware of chargeback, is there a time limit for it? I'll get that done now

 

Thanks again