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 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 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!!
I'm very sorry for the difficulties you've had with this process. Please send an email to firstname.lastname@example.org - 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.
Jenna, I have tried that exact email address several time now and like i said previously, I keep getting a mailer Daemon with the following message:
email@example.com:SMTP error from remote server for TEXT command, host: aspmx.l.google.com (126.96.36.199) reason: The user or domain that you are sending to (or from) has a policy that prohibited the mail that you sent.
Im able to sent emails everywhere else fine, so its something wrong at your end.
It shouldn't be this difficult to sort out a new card. As per your terms and conditions i should be able to call in and have the card cancelled then and there. Instead i was fobbed off by your representative! By the time I get a replacement sorted i will have had to buy another monthly ticket anyway. Seems counter productive.
I have asked the ticket office at Portsmouth about a refund and they have confirmed that i would not be able to receive a refund from them! I'd have to physicallly write you a letter with the enclosed tickets. So what you have just advised is incorrect!
Also the telephone number you have provided is not the same number that was provided in FAQs and T&Cs for SWR smartcard. Nor are the opening hours stated anywhere
It just feels like this whole systen has been cobbled togethers carelessly with no consideration to the customer and to the staff that work at the stations. No one seems to know what the other is doing when it comes to smartcard and it just looks shoddy ans embarrassing for you!
Hi Aimee, I'm sorry you've encountered this issue, we have not had this reported to us so I will pass this onto our customer service team. I would encourage you to contact the team using the number previously provided to speak to a member of the team about your Smartcard. If you would like to raise your concerns formally, please visit our website to do so: www.southwesternrailway.com/.../complaints