Hello community, sorry in advance for writing in English and thanks to those who’ll want to help me out here.

I purchased online a Dal Voordeel subscription on Apr-07, and travelled on Apr-08 using my Chipkaart. Unaware, I did not load the subscription on the Chipkaart. Having noticed that I was still paying the full price (no 40% off) at the end of the first leg of my trip, I went to the info point (in Leiden) to ask for clarification and the lady there said ‘Sorry my machine can not read your card, I can not help’. Well, whatever, I gave up for that day and travelled full price.

Today, info point in Amsterdam, the guy at the info point explained me I should have picked up the subscription, did that for me and invited me to apply for a refund online. However, there seems to be no option for this particular case - the closest case being forgotten Chipkaart + online ticket purchase. Am I wrong? This would be outrageous! Picked up or not, the money was taken and the subscription was active. What’s the matter!?

Thanks again,
Lorenzo