user: Not sure if incompetent and/or liars, but WORST CUSTOMER SERVICE EVER. lies lies lies
agent: Anything we can help with today, Ashton?
user: Yes, been lied to over and over again by #Virgin staff over unused train tickets and refund. #Disgraceful
agent: Can you please explain further?
user: Yes (AGAIN!) Was told not to travel due to WC ML disruption and I would receive a full refund, sent tix - no refund. Wrote &amp; complained - nothing, spoke online, was told to I would be contacted in 48-72 hours, again nothing!
agent: Did you apply through your point of purchase because that is who should issue the refund.
user: Well the point of purchase was Virgin Trains website! Followed the procedures told by your call centre (India) to send the tickets to VT (in Edinburgh) to receive refund. Then just ignored!
agent: Can you please DM us with your booking reference and we'll have a look.
user: Sorry, I'm keeping this public. I DM this last time and all I was told to do was go on the website and speak on the live chat on there. Wasted time on there explaining it AGAIN and was told I'd be recontacted - nothing!
agent: I'm afraid we'd need to ask you some security questions for data protection so we can't do that publicly.
user: Okay, fair enough, but I would assume you'll just do exactly the same as your colleagues did last week! *sigh* Wow, your call centre is really good! 03445565650 "Can't help you at all, phone another number" Passed round from pillar to post here!
agent: I'm afraid you will have needed to check within a reasonable amount of time, it is now nearly 2 years since the journey date so nothing can be done for it I'm afraid.
user: You are REALLY taking the mickey now! I did as I was asked, and not refunded! Disgusting way to treat your customers!
agent: I'm afraid there isn't anything we can do I'm afraid as the tickets were not tracked there is no way to find them and a refund is not due.
user: Even though I have a copy of the (unused) tickets? I know Virgin like to rip people off by claiming non-receipt therefore I kept hold of a copy of them. Let me find them.
agent: I'm afraid so, a copy won't suffice.

Customer wants the refund for the unused ticket. Agent states that the tickets were not tracked and cannot refund it.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: Not sure if incompetent and/or liars, but WORST CUSTOMER SERVICE EVER. lies lies lies
agent: Anything we can help with today, Ashton?
user: Yes, been lied to over and over again by #Virgin staff over unused train tickets and refund. #Disgraceful
agent: Can you please explain further?
user: Yes (AGAIN!) Was told not to travel due to WC ML disruption and I would receive a full refund, sent tix - no refund. Wrote &amp; complained - nothing, spoke online, was told to I would be contacted in 48-72 hours, again nothing!
agent: Did you apply through your point of purchase because that is who should issue the refund.
user: Well the point of purchase was Virgin Trains website! Followed the procedures told by your call centre (India) to send the tickets to VT (in Edinburgh) to receive refund. Then just ignored!
agent: Can you please DM us with your booking reference and we'll have a look.
user: Sorry, I'm keeping this public. I DM this last time and all I was told to do was go on the website and speak on the live chat on there. Wasted time on there explaining it AGAIN and was told I'd be recontacted - nothing!
agent: I'm afraid we'd need to ask you some security questions for data protection so we can't do that publicly.
user: Okay, fair enough, but I would assume you'll just do exactly the same as your colleagues did last week! *sigh* Wow, your call centre is really good! 03445565650 "Can't help you at all, phone another number" Passed round from pillar to post here!
agent: I'm afraid you will have needed to check within a reasonable amount of time, it is now nearly 2 years since the journey date so nothing can be done for it I'm afraid.
user: You are REALLY taking the mickey now! I did as I was asked, and not refunded! Disgusting way to treat your customers!
agent: I'm afraid there isn't anything we can do I'm afraid as the tickets were not tracked there is no way to find them and a refund is not due.
user: Even though I have a copy of the (unused) tickets? I know Virgin like to rip people off by claiming non-receipt therefore I kept hold of a copy of them. Let me find them.
agent: I'm afraid so, a copy won't suffice.

### Response:
Customer wants the refund for the unused ticket. Agent states that the tickets were not tracked and cannot refund it.