Commuter Club

2.00 stars

14 Reviews

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Sabina's complaint against Commuter Club

Sabina Abusova

19/06/2019

Refund for my lost money

Complaint against Commuter Club

Good evening sir/madam, Please, my complaint to commuter Club below. Just to let you know I haven't got their final decision yet since I have complaint 6 weeks ago. Please consider this email as a formal complaint under your complaint handling scheme. I requested to change my ticket from zone 1-5 to zone 1-2 from 1st May. I called your office on 18th April and spoke to one your colleagues from the Support Team. He advised me to return my Commuter Club card once received I will be issued with the new card in 7 days. The old card was sent by recorded delivery on 18th April and the new one has been sent to me on 26th April, but it wasn’t activated till 1st May. I received a partial refund (£70) as voucher for discount for 7 days however I didn’t receive the rest of the balance for April. Therefore, since I am owed £60 for the dates (26-30th April), I would like a refund. I was advised by the Support Team that I won’t get a refund for these days as I didn’t have the right tickets as evidence of proof of journey. When I went to the ticket hall at Chadwell Heath and Paddington Stations on 25th April, I was told by their staff they don’t have a one day travel card for TFL trains and Underground together. As a result I had to use my contactless bank card to pay for my travel. Refund for May. I was overcharged for 1-5 zones (£230) on 3rd May however but the updated travel card is for the zones 1-2. Will I get a refund for this month? As you can imagine this issue has caused me a great deal of distress. Each time I contact your customer service team I am given conflicting information. No one seems to know how to solve this situation or how to issue me with a refund. I would be grateful if you could escalate this complaint to Commuter Club. Kind Regards Sabina Abusova

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