POOR CUSTOMER SERVICE

I have been trying to resolve an issue with my children’s bus cards since 1 October with no success. The Problem: One of my children’s cards was broken and had 16 journeys that needed to be transferred. I was told the journeys would be transferred to another card within 24 hours, but only 6 journeys were transferred. The card had been loaded twice in one week—the last load of 10 journeys on 24 September does not show in their system at all. I loaded three cards on 24 September around 9am. The two cards that aren’t broken show the 24th loads correctly in the system. Only the broken card’s load from the same transaction is missing. How is it possible that two out of three cards loaded at the same time, on the same day, show up in the system, but the third one doesn’t? Each card has its own unique number, so the transaction should be traceable. Customer Service Issues: Calling the number on the card (***) leads nowhere. After selecting Golden Arrow and requesting a manager, the consultant asked why, went quiet, and transferred me to someone who claimed, “unfortunately we’re not Golden Arrow” and had no direct number for them. This is strange because my sister previously called the same number and was helped by a Golden Arrow manager. I’ve been passed between multiple people with no resolution and have had to repeat the same information for two weeks. Cash Payment Problem: They only accept cash payments, which means there is no proof of transaction. Unfortunately, I no longer have the slip from that day, but the fact that the other two cards from the exact same transaction show correctly proves I loaded all three cards. Current Status: Nearly two weeks later, the missing 10 journeys (out of 16 total) have still not been restored or transferred. I have escalated to the complaints department and am still waiting for a resolution. Golden Arrow needs to: Fix their system that isn’t tracking all loads correctly. Stop giving customers the runaround when issues are escalated. Offer some form of transaction proof for cash payments.