Absolutely Shocking Customer Service - never again

I purchased tickets online through Trainline to travel the next day., I went to my local station to print off the tickets. However, after putting my debit card in, I found out that the machine did not have any tickets in it.

I drove half an hour to the next nearest station only to find that when I tried to print the tickets off, the machine said that they had already been printed.

I phoned the helpline and was on hold for 45 minutes at 13p a minute. I eventually got through to an operator who did not have a very good grasp of English and didn’t have a clue what she was doing.

She said that it would take 3 to 4 days to sort out the enquiry. We were travelling the next day. She said that she would ‘action a request’ but didn’t know what that was. She then said that it was 7pm at night, they were very busy and what was she supposed to do about it. I asked for a full refund. She said that she would have to deduct the £10 admin as it was company policy.

I have tried emailing Trainline directly but, can’t get hold of their email address. I am not prepared to spend another fortune phoning. I will have to buy the tickets again in the morning. Appalling service.