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I looked to find the tickets yesterday evening on my account and they were not there. I contacted my bank who confirmed the amount had been deducted from my bank account but never repaid to me, and that it was the Trainline who the payment was in favour of. They are now raising a disputed charge.
When I contacted Trainline, the man who helped me was very polite etc. but could not help me as he could not find a booking or any details of the transaction. He was not prepared to consider booking more tickets for me for today at the same price as I had originally paid.
Naturally, because the date of travel was the next day, the price of the tickets had risen subatantially and was going to cost me double what I had originally paid.
My husband and I decided that we could not go to London today due to this and our special day has been ruined as we are not unable to attend the ceremony we were due to attend.
Please advise me as to how you propose to deal with this complaint.
I look forward to hearing from you.
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