Tis annoying when things like that hsppen.
There is however nothing in the T&Cs that says you cannot change an ADV to a split ticket. Beinng told repeatedly this isn't allowed doesn't make it true.
The National Rail Conditions of Carriage (
NRCoC▸ ) state that you can buy multiple tickets to make one journey.
19. Using a combination of tickets
You may use two or more tickets for one journey as long as together they cover the entire
journey and one of the following applies:
(a) they are both Zonal Tickets (unless special conditions prohibit their use);
(b) the train you are in calls at a station where you change from one
ticket to another; or
(c) one of the tickets is a Season Ticket (which for this purpose does not include
Season Tickets or travel passes issued on behalf of a passenger transport
executive or local authority) or a leisure travel pass, and the other ticket(s) is/are not.
My emphasis in bold.
There is nothing in the T&Cs for advance tickets that says you cannot replace your ADV with split tickets.
National Rail Enquiries says
Changing the time or date of travel
*Changes to time or date of travel must be arranged before departure of the first reserved train printed on the ticket, after which the ticket has no value and a new one must be purchased. You will need to present the ticket(s) and reservation(s) when you request a change.
*Changes to tickets cannot be made on-board the train. If you board a train without a ticket and reservation for that service, a new ticket must be purchased. Depending on the Train Company you are travelling with, you may be liable to a Penalty Fare if you board the train with an invalid ticket.
*The origin, destination and Train Company or route shown on the ticket(s) must remain the same.
*The difference between the price paid and cost of the next suitable fare for your journey is payable, plus a ^10 administration fee per person, per single ticket for each change to a journey. If you change to a train on which a cheaper fare is available, the difference will not be refunded.
Again, my emphasis. The T&Cs even make reference to the possibility of more than one ticket. If the next suitable fare happens to be a split ticket requested by the customer (which
TOCs▸ are obliged to sell), then they should sell it to you.
I suggest you email a complaint to CrossCountry Customer Services pointing out the duff information you were given.
Finally, I should point out that is against the NRCoC to offer a ticket to another person.
6. You may not transfer a ticket to another person
A ticket may only be used by the person for whom it has been bought. It may not be
resold or passed on to anyone else unless this is specifically allowed by the terms and
conditions which apply to that ticket and which are set out in the notices and publications
of the relevant Train Company.
It's probably not acceptable to do so on this forum either.