Train line Refund

[dementedma]

I booked tickets via train line for my son and friend to travel to London in April. Tickets have arrived, payment showing on my statement. When I go online or on the app to now cancel this trip, it doesn’t show in my upcoming trips at all! No sign of it being booked.
The cancellation C-19 link just sends me on a loop back to my account - which shows no forthcoming trip. Train line have stopped taking calls and the online chat help has been stopped. I tried emailing but just got advice to use the C-19 cancellation...which I can’t as I don’t apparently have a trip to cancel! Can anyone help. it’s over £200 and I could do with the refund

Maybe try citizens advice?

You may have booked it as a guest rather than on your account. I had that issue. Check on the website for help.
Sadly we couldn’t get a refund as was for last Saturday.

Did you book on credit card? If you have no joy getting in touch with the Trainline then contact your card provider

But is the train in question cancelled ?
I feel I may have this problem come August
I've booked an expensive hotel , if the hotel is shut I could get my money back but I feel because the trains would still be running to the city then I dont think I'll get the train fare back

My DH had train tickets refunded, he had to print a form off and post the tickets back to them (to avanti, not Trainline)

Do you have the email confirmation of buying the tickets?

Their customer service is shocking and they are total charlatans. They’ve even disabled their chat help and email...really useful during a global pandemic! I managed to get hold of a refund form though. PM me and I’ll email it to you Monday morning. It’s saved on my work pc x