I purchased tickets from London Victoria to Brighton for 64 pounds or something in July for a September trip from Southern Railways. For an urgent matter, I had to cancel the trip. I checked the Southern's website to cancel the tickets and found out that I could get full refund without any fee. The website provided the instruction that I needed to send tickets to Southern Railways for them to process after applying for the refund.
Later, I found out from the credit card statement that they reimbursed only 52 pounds instead of 64 quids. I sent enquiry in the beginning of October and today I got a response from Southern mentioning that they had to deduct the fee as tickets were printed out. I felt quite misguided by their instruction as it required me to print out tickets and attach them to the application fee.
I sent back to Southern to complain that it is total misguidance and unfair for them to penalise to follow their instruction.
Has anyone had a similar experience? I appreciate for any advise.