To want my money back RIGHT NOW

[Tinasan]

Am on my own at the moment with the kids, dh working away. My mum said she'd come and give me a hand as I'm knackered so I got on to the trainline website to book her ticket this morning.

3 times I tried to book and at the last minute each time it said there was an error and to start again. So I did. After my third attempt I gave up and called them to book the ticket. An hour later I checked my emails and lo and behold, there had not been an error and they have taken the money from my card 4 times.

When I phone up to get a refund (on their exorbitant phone line) they tell me I have to wait until my tickets are delivered and then send them back. I can't - it's £400 and I'm going to go overdrawn, won't have money for the food shopping at the weekend. I feel sick. What can I do? I'm waiting for their customer services team to call back but I have a feeling they are not going to give me my money back anytime soon. Shit. I really can't afford this...

Blimey! I don't blame you. I wouldn't give up, keep calling and explaining until they do what you want.

Ring your bank, I've had this before and the bank has given me the money back and claimed it back from the company. Especially if it will take you overdrawn and incur charges they're usually pretty helpful.

Worth a try anyway.

Every time someone says they cannot do anything, ask to speak to their supervisor. Keep going till you get someone who has the seniority to refund your money.

Sorry to have to deal with this when you're so tired.

Oh meant to say aswell, if you've only just done it today chances are your bank can just stop the transaction going through altogether.

The problem is aswell, even if you get to someone who says they will refund, you'll more than likely get the usual, "it will take 10-14 days for the money to go back on your card"

Bank are the only ones who can stop the transaction dead and return the money to your card immediately.

Tinasan - hope you get sorted soon. I had exactly the same problem with a budget hotel chain - same message as you - ended up with two identical bookings. Bloody annoying.

def phone bank, it is an error on train companies part and you have the right to stop the transaction from going through.

yes ring your bank.

You could also try printing off copies of the transaction confirmation emails and taking them down to the station to try to get your money back that way. The problem is that once the tickets have been booked you are issued with confirmation numbers for them so you could essentially go down to the station and collect them from the ticket machines and they would refund your money while you still had tickets to travel.

UndertheBoredWalk is completely right. Give your bank a ring and explain the situation - they should be able to stop the payment(s) immediately.

Thanks all. I rang the bank and they can't stop the payments but they were v.sympathetic and have increased overdraft facility in case I need it until I get the money back. No call from TrainLine customer services yet, needless to say...

I've had this when ordering personalised cards, kept on saying it hadn't gone through and then suddendly 5 emails saying they'd got my order! I was not happy! I had paid with paypal so had to wait 10 days I think to get my money back

I'd put in an official complaint in writing, explaining that you want to have compensation for the the overdraft facilities, the cost of the phone call, and the time taken to resolve the problem, and telling them how much money you are owed. There was a programme on how to complain on the radio recently:
news.bbc.co.uk/1/hi/programmes/moneybox/8617632.stm

I'd actually also give Consumer Direct a call and see if there is something under the distance selling regulations that can speed things up a bit.