Bad service! Shame

Why can you not refund my friends monthly season ticket when you admit you’ve taken it out by mistake and he has to wait 10 days WITH NO MONEY!! Until you will allegedly re imbuirse? 
“Customer service???” Put the phone down on him when he was asking this question. SHAME ON YOU !!! 
it gauls me we have to use this poor franchise!!

give the money back please and do him a favour! Please!!!