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Virgin scams customer
Member Name: vienna311096
Disadvantages: Improve quality of services from online to train services
Complaint about the amount of time it has taken for my money to be returned to me from 04/09/2010 - ref: T3JHHKLL
Transaction Date: 04/09/2010
Journey 1: Adult Fare £ 108.80 (1@£ 108.80)
Total amount paid: £ 108.80
Background: I received a call from my family telling me my father did not have long to live - there was a request for family members to attend the hospital. I contacted my elderly aunt who lives in Ross-on-Wye, to tell her the sad news of her brother.
She told me she had no funds to get to and from Newcastle, Tyne & Wear. I bought the tickets online for my aunt who is over the age of 70.
I live in Newcastle upon Tyne and purchased the tickets on line for her to pick up at the Hereford station. I contacted the ticket line number to ensure everything was okay. I was told she could not pick the tickets up unless she had my debit card, I explained the situation and become even more upset. The man explained that she could have the tickets if my aunt has photo ID a driving licence and or a passport. I explained to him that she has never driven and never been out of the country, he then explained about utility bills. He then told me to contact him after 2 hours this way he would cancel the tickets and sort out another way of getting my aunt to Newcastle.
After the 2 hours I phoned back, after a couple of calls and more distress to me and my aunt the tickets were not available and I was told that the manager would investigate what had been said so he could see if I was entitled to a refund.
On the same evening and very distressed I set off at 19:30 to drive to Ross-on-Wye to collect my aunt and drove back!
Virgin this is not a satisfactory service, we are requesting the money paid back as soon as this has been investigated, given the circumstances I have been exceptionally patient -rated a very poor service
I also would like to know why I was charged the £108.80 for a return ticket, but at Newcastle Central station it cost me £105 to have my aunt travel on your train 1 way home. This made no sense at all
Summary: very poor service and no money refunded or contct from Virgin Trains
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