I have just spoken to the support team (Jenifer). Pretty certain that is not her name and she refused to give me her surname as its ‘company policy’ not to say your name – WOW. Direct from your website: “If your train was cancelled and you chose not to travel on an alternative train, the quickest and easiest way to refund your ticket is to do it online. Login to My Bookings, select your booking, and click on refund tickets. If our system recognises your train as cancelled, then you will see the normal admin fee has been waived (£0). You have 28 days from expiry of the ticket to request a refund” Exactly my situation yet you are refusing me a refund.