I've had similar experiences to those above. Last year an email to Rob Lewis sorted it out with a £10 bonus for weeks of trouble. I don't know if he's been leant on but this time the approach didn't work. I had tried to buy tickets, but as with the poster above the process didn't complete. I eventually rebooted, but this time it wouldn't let me use a debit card. So I had to use a credit card - kerching, an extra £2.50. The train was subsequently cancelled, so I didn't travel (apart from the 23 mile drive to/from the station to no avail). I claimed a refund and was told it would be paid in full.... but when it came, they'd kept the booking fee. I took this up with the train company who said it was the trainline's responsibility and they this sort of thing was happening all the time. The trainline refused ro refund. Then they stopped replying. Then the punchline.... despite no confirmation email, it turned out the initial failed purchase had been charged to my debit card. They refunded it eventually, but kept a £1. That's £3.50 for nothing. Nice work. I refused to give in and despite no response to numerous emails threatened to take them to court for being in breach of consumer law. The £3.50 was refunded within the hour. The moral is this: they are in the wrong. Don't back down, threaten legal action even if over as little as a pound. They cannot be allowed to win.