Great Western Passenger Forum

RailCornwall

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Posts: 731

GWR PAYG Accounts Deleted - Compensation being paid

« on: June 26, 2025, 17:36:06 »

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^▸ (Pay as you go)) 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^▸ (Great Western Railway) 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.


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grahame

Administrator
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Posts: 47066

Re: GWR PAYG Accounts Deleted - Compensation being paid

« Reply #1 on: June 26, 2025, 18:14:53 »

Quote from: RailCornwall on June 26, 2025, 17:36:06

Rather than paraphrase here's the salient part of the EMail I received earlier.

[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.


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Coffee Shop Admin, Chair of Melksham Transport User Group, West Wiltshire Rail User Group Committee and TravelWatch SouthWest Board Member

ChrisB

Transport Scholar
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Posts: 14158

Re: GWR PAYG Accounts Deleted - Compensation being paid

« Reply #2 on: June 26, 2025, 19:26:27 »

What if there was a balance in the customer's favour (ie pay-as-you-go loaded with funds for use)?


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RailCornwall

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Posts: 731

Re: GWR PAYG Accounts Deleted - Compensation being paid

« Reply #3 on: June 26, 2025, 19:42:37 »

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.


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RailCornwall

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Posts: 731

Re: GWR PAYG Accounts Deleted - Compensation being paid

« Reply #4 on: June 27, 2025, 18:50:39 »

Well I've reactivated and had my Railcard linkage verified in Truro this morning, the card was accepted at Truro gateline, now to see what's charged when billed in the morning for a quick trip to Redruth (card worked on readers there too) and back.


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RailCornwall

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Posts: 731

Re: GWR PAYG Accounts Deleted - Compensation being paid

« Reply #5 on: June 28, 2025, 19:10:59 »

.... and to confirm charged correctly with the linked D&C Railcard discount taken off.


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