In the wake of your story about problems with Virgin Trains, I am also experiencing dreadful service. Following a delayed train in December I was due a full refund for £179.20. I sent off my tickets and delay repay form, and got an email in January saying a cheque would posted out within 21 days. Three months later, I still haven’t received it, and every time I phone customer services (five times so far) I get a different story.

I was told the amount has been split into two separate cheques of £89.60. One was posted to an incorrect address and has had to be cancelled, and while the other has apparently been posted I still haven’t had it. They’ve credited my account with a £25 rail voucher but I just want the money I’m entitled to. AO, Barnet, Hertfordshire

Virgin was one of the first train companies to offer money as the default option rather than vouchers, so it’s a shame you were kept hanging on. It said: “We’ve apologised to AO for the delay triggered by a cheque being sent to her old address. We are very keen to make claiming compensation as pain-free as possible. To make amends, we’ve arranged a speedy bank transfer and a travel-related goodwill gift.”

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