I've lost my smart card. The only the info I've been given by customer services is an email address (even though the leaflet I was given tells me to phone customer services). I've sent an email but had zero response to say they've even got my query. Can someone not help me with this over the phone? Each day I don't have my season ticket, I'm having to pay £29 to get to work.
Its the same for me. I called up their customer services on monday 24th February, as per the terms and conditions, which state that once you've called your card can be cancelled within 24 hours and another card sent out. When i called i was told that I couldn't cancel the card over the phone and that I'd have to email in. I was given email address firstname.lastname@example.org (found on FAQ page) and email@example.com, both of which I've used and got Mailer Daemons after a week!! So none of my emails have got through!
I intend to call them again tomorrow (as i found out today that their customer services is not open on Sundays, but that the lines will still put you in a queue for however long it takes you to give up!) Hopefully i can go through a formal complaints procedure and be compensated for the tickets I've had to buy. Although i don't hold out much hope to be honest
I honestly wish i hadn't bothered with a smartcard. A normal season ticket would have been replaced the same for a small fee. All i want now is my £150 back!!
Hi, the correct email address is firstname.lastname@example.org. You can also try the Smartcard telephone number 0345 810 1010. They are open the same times as our Customer Relations 06:00 - 22:00 Monday to Sunday. Please keep hold of any tickets you have purchased as the originals are required to issue a refund.
The administration charge for replacement cards is standard across the rail industry and not limited to South Western Railway. Please see Section 39 of the National Rail Conditions of Travel here > https://bit.ly/2Fs91Nf.
The information relating to a lost/stolen Smartcard can be found here > https://bit.ly/2TRIHWQ.
I'm very sorry for the experience you have had with us and hope that this has now been sorted out.