1) On the 12th of December, because of TFL disruptions due to weather, my journey was significantly disrupted. I arrived to destination with more than an hour delay, and I paid more money for a longer journey2) On the 13th of December, due to a strike, I had to complete once again a longer and more expensive journey3) On the 16th of December, I called customer service. I had to call three times, and each time the call was abruptly ended after a very long wait and while I was speaking with an adviser, for reasons that are unknown to me. I suppose it was due to technical problems, but I would expect them to call me back, since they had my number4) During the third phone call, the customer advisor confirmed a refund. She put me on hold to get a reference number to give to me to confirm refund, but while I was on hold the telephone call ended once again5) It took me more than an hour to make all these phone calls, and this caused me further significant disruption6) Therefore, I wrote a formal complaint, covering all the points above7) The person getting back to me, Claire F - Customer Service Adviser - gave me conflicting information compared to a) the previous phone call and b) previous similar cases in which I was provided with a refund for similar reasons. She said that I was not entitled to a refund, as I managed to complete the journey. Hence without taking into account:- The delays due to longer journeys- The difference in money due to longer journeys- The disruptions caused by the poor phone call customer service8) I therefore replied and asked to escalate the complaint. Accordingly to TFL policy and guidelines: ""We try to resolve your complaint the first time you contact us. If you are not satisfied with our response, tell us and we will ask a team manager to review it."9) However, the policy and guidelines were not followed, and another Customer Service Adviser - Clare S - got back to me10) Despite me asking to escalate the complaint, this was not done and I was only given a generic link to the TFL website, which I believe is once again very poor customer service and a clear way to brush off my case11) I wrote another complaint, and Halimat M (again, not a team leader) got back to me, with an exact copy-and-paste from previous replies, not addressing the many points raised in my complaint and not tailoring the response to my individual needs, making me feel completely devalued and disrespectedI am now planning to go through Ombudsman and ask even more than the refund, for all the time this is taking.Horrible, appalling, abusive customer service.
