Questions Of Cash: On track for a refund at First Great Western


Q. I bought eight rail tickets from the First Great Western ticket office at Stroud station in March to be used for a holiday with friends a month later. I didn't notice at the time that the clerk only gave me six tickets – I was on my way to a funeral and was upset. I contacted First Great Western about this when I realised and it told me to buy the extra two tickets and it would make a refund. But when I made the claim it would not refund these extra two tickets, because these had been used and it says it can only refund unused tickets. The cost of the two replacement tickets was £106.60, because it was now too late to purchase advance tickets. Instead, First Great Western has sent me £43 of vouchers for the unused tickets. PK, Gloucestershire.



First Great Western says it was unaware previously of your state of distress when you originally purchased your tickets. It has therefore sent you a cheque for the full £106.60, while also allowing you to keep and use the £43 of vouchers. However, it stresses that it is the responsibility of customers to check that they have the correct tickets at time of purchase.



Q. In May, I attempted to book rail tickets on thetrainline.com. The website malfunctioned and I had to retry. I received a confirmation e-mail the second time. A few days later two sets of tickets arrived and my credit card records showed that I had been charged twice, causing me to overpay by £53.50. When I phoned up I was promised a refund for the duplicate tickets within three weeks. In June I received a refund of £12.00 leaving £41.50 outstanding. I have e-mailed and phoned thetrainline.com on several occasions since, but I have been unable to obtain the balance. JH, by email.



Thetrainline.com apologises and accepts that it failed to send you the balance of the promised refund. It has now paid the balance of £41.50 into your credit card account and is sending you a further £20 as a gesture of goodwill.



Q. My Co-operative Bank Visa card was stolen recently. I told the bank, which cancelled the card and issued a replacement. But I did not receive a closing statement. A month later I received the first statement for the new card, but the transferred balanced was not itemised. This caused me to unintentionally run-up a bank overdraft and I have been unable to reconcile my finances. The person I spoke to at the bank said I was not the first to complain about this. PG, Woking.



A spokesman for Co-operative Financial Services says the cause is what he describes as "a system constraint". Where a card is cancelled and replaced just before a statement is due to be sent to a customer, the CFS's systems do not enable it to transfer detailed transaction information on to the new statement. Instead, just the outstanding balance from the old account is shown. The full transaction information can be accessed on the Co-operative Bank's website and CFS says that its staff will usually discuss with a customer which recent legitimate transactions were conducted before a theft or loss. CFS plans to upgrade its IT systems and this should enable fully itemised accounts to be sent out.

Questions of Cash cannot give individual advice. Please do not send original documents. Write to: Questions of Cash, The Independent, 191 Marsh Wall, London E14 9RS; cash@independent.co.uk.

Independent Partners; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at VouchedFor.co.uk

Voices
voices
News
general electionThis quiz matches undecided voters with the best party for them
Arts and Entertainment
Keira Knightley and Matthew Macfadyen starred in the big screen adaptation of Austen's novel in 2005
tvStar says studios are forcing actors to get buff for period roles
News
Prince William and his wife Catherine, Duchess of Cambridge show their newly-born daughter, their second child, to the media outside the Lindo Wing at St Mary's Hospital in central London, on 2 May 2015.
news
Finacial products from our partners
Property search
  • Get to the point
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Ashdown Group: Trainee Consultant - Surrey/ South West London

    £22000 per annum + pension,bonus,career progression: Ashdown Group: An establi...

    Ashdown Group: Trainee Consultant - Surrey / South West London

    £22000 per annum + pension,bonus,career progression: Ashdown Group: An establi...

    Recruitment Genius: Claims Administrator

    £16000 - £18500 per annum: Recruitment Genius: This is an excellent opportunit...

    Recruitment Genius: Senior SEO Executive

    £24000 - £28000 per annum: Recruitment Genius: A Senior SEO Executive is requi...

    Day In a Page

    Fishing for votes with Nigel Farage: The Ukip leader shows how he can work an audience as he casts his line to the disaffected of Grimsby

    Fishing is on Nigel Farage's mind

    Ukip leader casts a line to the disaffected
    Who is bombing whom in the Middle East? It's amazing they don't all hit each other

    Who is bombing whom in the Middle East?

    Robert Fisk untangles the countries and factions
    China's influence on fashion: At the top of the game both creatively and commercially

    China's influence on fashion

    At the top of the game both creatively and commercially
    Lord O’Donnell: Former cabinet secretary on the election and life away from the levers of power

    The man known as GOD has a reputation for getting the job done

    Lord O'Donnell's three principles of rule
    Rainbow shades: It's all bright on the night

    Rainbow shades

    It's all bright on the night
    'It was first time I had ever tasted chocolate. I kept a piece, and when Amsterdam was liberated, I gave it to the first Allied soldier I saw'

    Bread from heaven

    Dutch survivors thank RAF for World War II drop that saved millions
    Britain will be 'run for the wealthy and powerful' if Tories retain power - Labour

    How 'the Axe' helped Labour

    UK will be 'run for the wealthy and powerful' if Tories retain power
    Rare and exclusive video shows the horrific price paid by activists for challenging the rule of jihadist extremists in Syria

    The price to be paid for challenging the rule of extremists

    A revolution now 'consuming its own children'
    Welcome to the world of Megagames

    Welcome to the world of Megagames

    300 players take part in Watch the Skies! board game in London
    'Nymphomaniac' actress reveals what it was really like to star in one of the most explicit films ever

    Charlotte Gainsbourg on 'Nymphomaniac'

    Starring in one of the most explicit films ever
    Robert Fisk in Abu Dhabi: The Emirates' out-of-sight migrant workers helping to build the dream projects of its rulers

    Robert Fisk in Abu Dhabi

    The Emirates' out-of-sight migrant workers helping to build the dream projects of its rulers
    Vince Cable interview: Charging fees for employment tribunals was 'a very bad move'

    Vince Cable exclusive interview

    Charging fees for employment tribunals was 'a very bad move'
    Iwan Rheon interview: Game of Thrones star returns to his Welsh roots to record debut album

    Iwan Rheon is returning to his Welsh roots

    Rheon is best known for his role as the Bastard of Bolton. It's gruelling playing a sadistic torturer, he tells Craig McLean, but it hasn't stopped him recording an album of Welsh psychedelia
    Morne Hardenberg interview: Cameraman for BBC's upcoming show Shark on filming the ocean's most dangerous predator

    It's time for my close-up

    Meet the man who films great whites for a living
    Increasing numbers of homeless people in America keep their mobile phones on the streets

    Homeless people keep mobile phones

    A homeless person with a smartphone is a common sight in the US. And that's creating a network where the 'hobo' community can share information - and fight stigma - like never before