Well, that was helpful

In response to my letter, my train company apparently forwarded my letter to a different train company. I don't know why, but they did. I received a voicemail from the second train company today requesting the dates of travel (which were included with my original letter), a copy of my season ticket (sent with the original letter) and asking me to call back. The guy didn't leave a number. That's some stellar customer service to offer somebody already having problems with the company. Well done, you!