Lost smart card - lack of process

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.

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  • 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 smartcards@swrailway.com (found on FAQ page) and smartcard@swrailway.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!!

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