Complaint: Where Is My Refund – 1

You can apply for a refund for your journey from TFL if your underground train is delayed by 15 minutes or more. There used to be an app that would do it for you automatically – but strangely enough TFL stopped it from working before the disastrous Met line signalling “upgrade” in September.

Anyway, sometimes TFL reject the refund requests. This does not always amuse me.

Oh and they had promised us automatic refunds once the disaster unfolded. Which not one single customer reported receiving. Strange that. I wonder how many people are not as persistent as me, and just didn’t bother applying – expecting their promised automated refunds?

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Dear Sir/Madam

I’m not sure if you are aware, but recently TFL decided to launch new signalling on the Metropolitan line.

Great!

Except you didn’t bother to train the drivers to use them.

This is not my complaint about that utter shambles – that is coming – this is a complaint about something which is almost as offensive as Boris Johnson, namely the rejection of 3 of my delay claims:

02/09/2019 Rayners Lane to Paddington at 08:21.
03/09/2019 Rayners Lane to Paddington at 08:18
08/09/2019 Kentish Town to North Harrow at 15:12

So on 2nd, I went to Rayners Lane – there was an announcement that the Met line train was full, so I had no option but to get the slower Piccadilly line.  This journey, including extra walking, took much longer than it should have done.

Likewise on 3rd – this time there was no Met line train at Rayners Lane due for 30 minutes.  30 minutes!  So no choice but to get the slow Piccadilly line.

Then on 8th, this journey was again ridiculously slow, and well over the advised time by circa 20 minutes.

Please can you ensure all these are reconsidered for refund.  Given the appalling service all month, all commuters should really be getting full refunds for the month’s travel.  At least give us what we were promised.

Regards
James Winfield

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Dear Mr Winfield

Thank you for contacting us on 26 September about regarding the delays on the Metropolitan line.

I would like to apologise for the issues you experienced when attempting to use the Metropolitan line and I also thank you for your patience around this.

I have investigated your service delay refund request and I can see that you received refunds on; 24 September for £26.60, 25 September £4.70 and 11 September £12.30.

This appears to have covered all your service delay refunds request however if you feel there are any still outstanding feel free to get in touch with us and we will be happy to investigate this further.

I trust this has answered your query and would like to thank you again for taking the time out to contact us.

I’ve also attached a copy of our frequently asked questions to help with any questions you may have.

Kind regards

Customer Service Adviser
Transport for London Customer Services

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Hi

I’m afraid that this does not resolve the issue – and I still have not had all the refunds expected.

What is particularly offensive is having refunds rejected from that total disaster week when new signalling was launched which doesn’t work – the ones that customers were supposed to be getting automated refunds from, yet no customers seem to have had what was promised to them.

Please can you look into why the following journeys have not been refunded – I believe that they are all due a refund:

01/09/2019 16:36
02/09/2019 08:21
03/09/2019 08:18
04/09/2019 08:30
08/09/2019 15:12
16/09/2019 08:19
Please refer to my original e-mail if required, regarding the refunds for 02/09/2019 to 04/09/2019.

Kind regards
James

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10 days later…

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Have you received my e-mail?

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Dear Mr Infield

Thank you for your email of 15 October 2019 enquiring if we have received your email.

I’m sorry for the delays on the metropolitan line and I appreciate you taking the time to contact us about this matter.

I am pleased to confirm that I have processed a refund of £50 which will be credited back to your bank account. It will take within 3 to 5 working days for the refund to show on your account.

Please check your payment history to see the refund I have processed.

You can apply for incomplete journey and service delays refunds yourself. You can also check the status of refunds that have already been processed by signing in to your TfL Online account.

I trust this information is helpful and resolves this matter.

Thanks again for contacting us. If there is anything else we can help you with, please reply to this email.

Kind regards

Customer Service Adviser
Transport for London Customer Services

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Moral of the story? Never give up. Episode 2 coming soon.