Get on the phone ( record the call if you can) and make a formal complaint.
The accounts problem is probably just staff holidays and your account is waiting in a queue to be paid. Most companies allow about 15% of staff to take holiday during the summer. Then you have parents who only work term time etc etc. It means there is always a backlog around this time of the year.
If you complaint, you will get your payment.
mitigation [after the event] is also showing PROOF you now have a paid up season or whatever ticket and are thus cannot avoid or be tempted to do it again.
that has proved a worthy line in the past.
in this case, which again i'm amazed does not include 3mts worth of listed journey's TIC, could be the winner , have you not outlined this to date ?
Don't touch them owe me £500 since January 2019 make excuse after excuse. Seem they always have software problems sending money out. Keep saying they will call back or email nothing been chasing it now for 6 mths the phone staff always have the same banter we will chase it up and get back to you then nothing!