| GWR PAYG Accounts Deleted - Compensation being paid Posted by RailCornwall at 17:36, 26th June 2025 |     |
Rather than paraphrase here's the salient part of the EMail I received earlier.
I’m writing about your Great Western Railway pay-as-you-go (PAYG) account, and a problem we had 2 days ago.
On the 24th of June, following a routine software update, we found an unexpected problem that resulted in the closure of your PAYG account with us. Due to the way we manage our customer accounts, once they’ve been closed, we are unable to re-open them. I’m sorry for any inconvenience this has caused.
To continue using our pay-as-you-go service, you’ll need to add PAYG to your GWR account again, the same way you did before. A guide on how to do this can be found here. You don’t need a new Touch Smartcard.
As an apology for the inconvenience we’ve caused you, I’d like to give you a £10 e-voucher that you can use towards a future booking.
EM signed by
Jason Ness
Head of Customer Relations
Hopefully lessons learned.
| Re: GWR PAYG Accounts Deleted - Compensation being paid Posted by grahame at 18:14, 26th June 2025 | |
Rather than paraphrase here's the salient part of the EMail I received earlier.
[snip]
Hopefully lessons learned.
[snip]
Hopefully lessons learned.
Thank you for posting that. I have clicked "like" not that I really do - to acknowledge seeing an reading it.
Much appreciate this being brought to a somewhat wider audience - THANK YOU. I suspect you won't het many follow up simply because the post says it all, but wanted to jump to see the information IS appreciated.
| Re: GWR PAYG Accounts Deleted - Compensation being paid Posted by ChrisB at 19:26, 26th June 2025 | |
What if there was a balance in the customer's favour (ie pay-as-you-go loaded with funds for use)?
| Re: GWR PAYG Accounts Deleted - Compensation being paid Posted by RailCornwall at 19:42, 26th June 2025 | |
That was never implemented as far as I know, it's a straight PAYG service, you start with a zero balance, you make a journey or journeys on the first day, these are aggregated adjusted for capping. The user's payment card is debited on day two (usually around 1000) albeit further adjusted for weekly capping as you go along. To confirm there never is a Credit Balance on the product.
