I have tried to claim a set of keys that I think are mine but I submitted before I'd finished trying to put the time and description in. No way to amend and no way to contact anyone. There's no acknowledgement or confirmation that my claim is recongised or being handled. I need my keys urgently so I paid the 6.99 in the hope that it might create a better service.... still the same issue. They sent me an email saying it would now take 5 days to process with my claim number. which is <claim_ref_no>! It is, of course, a no reply email so nothing I can do to follow up.. Completely hopeless. Who is responsible for appointing this company? Perhaps they can do something about the cavalier approach to customer service.
The way to enter a time on their site is beyond stupid - it shows a drop down arrow but in fact you have to use a slider bar. No explanation given.
I really would appreciate it if someone could find out how I find out if the keys are mine and how I then go about getting them back quickly.
'MissingX' is a database, which matches items against queries. If the item hasn't been found or registered into it, then there won't be anything to match it to. More information on how it works can be found here: https://www.missingx.com/Missingx/Howitswork
It is quite normal that items can take up to 10 days to be received by the Lost Property Office at London Waterloo.
The decision to use 'MissingX' was a Committed Obligation and brings us in alignment with other TOCs within the FirstGroup: Great Western, Hull Trains and TransPennine Express. This will help us compare the missed items with more items recorded, hence better chance to locate it.
I would recommend you to contact the Lost Property office on their phone number 020 7401 7861. Unfortunately, this line may be very busy and you may have to redial the number.
I hope you will be able to locate your lost keys shortly.
I have the same issue. Left my backpack on train at Waterloo Station on 04 September. Referred to SWR Lost and Founf and was directed to this MissingX website instead. Listed details there and paid £6.99. Since then not even one acknowledgement, a confusing website, the only contact is a remote phone number. I checked with Paypal (that I used to pay MissingX) and was advised my payment has gone to Digital River GBP GMBH (likely a payment processing vendor).
MissingX however remains silent. Now if they maintain a database to match items, how is it relevant to SWR Lost and Found. In case my bag was not picked up by SWR staff and logged as a lost item, or was not handed over to SWR, then it was taken by someone who has no intention of returning it. SWR should have invested internally whatever they pay this global database entity. It looks like some Sales guy from MissingX sold SWR a product they could do without.
Having read other messages in this thread, I too found the details hard to log; prompts by MissingX defy logic. To add to this half the stations on my route are missing; I boarded from Sunbury that was missing, so were all other stations on the route (Kempton Park, Hampton, Fulwell) until I got to Teddington that was accepted as a 'valid' station. I think the UK website was hastily designed and in some other country. Disappointing really...