TrenItalia review: Continuous failure to get a response from Trenitalia

I have been trying to contact Trenitalia and so far all my attempts have failed. I tried using the general email address [protected]@tranitalia.it and it was rejected by [protected]@yahoo.com with a failure to deliver message. I also tried using the Online Chat option and the chat line is always busy with wait time of 120 minutes. I have also tried numerous times with various online forms for different reasons including complaints, but the rigid and limited choices allowed on these forms made the communication process very frustrating and almost impossible. I am hoping that my requests could be forwarded to the appropriate department so that someone (instead of an automated system) can respond to my requests.

I will now try to describe the issues involved in my requests.

On 6 September 2023, more than a month ago, I carefully followed the instructions for ticket refund detailed on the www.trenitalia.com website (https://reclami-e-suggerimenti.trenitalia.com/rimborsi/en/Anagrafica.aspx) and submitted two requests for the refund of two separate ticket purchases.

My refund requests were successfully submitted, with a separate confirmation message from the www.trenitalia.com website for each request assuring me that “your request has been successfully processed and you will receive a reply shortly. … Trenitalia undertakes to provide a reply within 30 days of the date on which your request is submitted, as envisaged by the General Conditions of transportation and by the Service Charter.”

Along with the confirmation messages, I also received two Protocol numbers, n. 2-BGZZL7MM and 2-BH02K9V0 as the record of the successful request submission. It has been over 30 days and I still have not heard from Trenitalia. Could you please help me find out what is happening with the two refund requests that I submitted?

Thank you for any assistance you can provide.

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