In the mid last year since the Opal system removed the paper ticket system, the Transport NSW given us the opportunity to submit a paper ticket refund form for money refund.
I did that accordingly, but until late November still got nothing and decided to chase up the Transport NSW to find out why. went onto Transport NSW site completed a feedback report. The process take long enough anyway for them to get a response. After days maybe a week waiting an email response from customer liaison section. Long email story short, having email chat a few time with a customer officer (M in email) mention my forms has incorrect bank details which cause the held up. I don't have a clue why, but this is fine.
M officer mention on email that they have closed the refund system so will give me the credit back to opal credit. At first I asked whether can credit me the refund as money accordingly. M email refused whatever her reason we will only give you Opal credit back. She mention this is a goodwill gesture as we have closed our refund system as final option for me if choose this. (tone of email is quite unfriendly)
I gave her a opal card number about one week now but until today still no Opal credit back. This is kind of very frustrating wait as first step till now as I did absolutely nothing wrong. I don't believe that M officer have even care help me giving me the credit.
You have a feeling their customer help line is as much frustrating as taking daily vent from train or bus late or leave early, congestion peak hours etc.
Anyone have similar experience with Transport NSW customer line? Where can we escalated this? maybe her higher manager or a different government institution or what sort?
I just want my fair money back.
Thanks
What ticket was refunded? I thought all the quarterly/annual passes were valid until they expired?
Or do you mean a travel ten for a bus?
Well, to be fair, it does appear that you gave incorrect banking information, then only followed up after the refund period had expired. I don't know why they didn't contact you in the meantime, perhaps their message ended in spam or something.
Despite this, they have offered you Opal credit, although like most government agencies, doing anything a little out of the ordinary takes a lot longer than one would expect.
By all means complain, but at this time your complaint has no real substance and no real resolution. If they fail to credit your Opal, you can at least ask for that to happen.
If it were me, I would be patient. After all, the amount is not large, you did not initially pursue it urgently, and they have agreed to provide the credit, so why not let them do what they said?
Undoubtedly, but also from people seeking refunds after the period has expired and the ability to provide them is no longer available. Luckily, they have agreed to process a credit to Opal. If your work had processes that took a long time when you were trying to help a customer with a non-standard request, you would likely feel disappointed if the customer you were trying to help complained to your boss.