Lost smartcard - what is the process?

I called up 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 your 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.

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!!

Please can someone respond with an WORKING email address? Or can you honour your terms and conditions and cancel my card over the phone? Any information regarding your complaints procedure would be appreciated, since I shouldn't have to jump through hoops just to replace a monthly season ticket!!

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  • Hi Aimee,

    I'm very sorry for the difficulties you've had with this process. Please send an email to smartcards@swrailway.com - this is the correct email for our Smartcard team.

    If you had a Season ticket loaded on the lost SWR Smartcard with more than 1 week left to run, we’ll load this onto your new SWR Smartcard – an administration charge will apply for this. If you’re travelling before your replacement SWR Smartcard reaches you, you’ll need to buy tickets for these journeys, but you may be eligible for a refund for these once you receive your replacement SWR Smartcard. Keep any such tickets and bring them to a ticket office within 28 days, along with your SWR Smartcard and National Rail photocard.

    If you would like to discuss this with our customer service team, they are open daily (including Sundays) from 06:00-22:00 and their telephone number is 0345 6000 650.

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