user: Award winning customer service?You are having a laugh aren't you? Been constantly ignored by you complaint goes back 18months!
agent: Are we able to assist, Ashton?
user: Was told NOT to travel (WGN - GLC) in January 2016 due to damage to West Coast Mainline &amp; that I'd receive a full refund - NOT HAPPENED!
agent: Do you have a VT reference you can DM us?
user: No I don't have one, but I do have a sarcastic email from Virgin asking me how my journey was. (I would have started my journey at MCV) Here you go:
agent: Have you made a claim for this at all?
user: Of course! No replies to letters, no refund! Abysmal customer service!
agent: Are there any reference numbers attached to any of your correspondence?
user: Yes, see the last photo that I sent - it had all the details on that. Well all the details I was given by Virgin Trains. Is this the standard procedure? Some responses then nothing at all? Seems like it!
agent: Can we take your email address and we'll search our system for anything we can find, please DM us with it.

Customer is asking to refund his amount from @VirginTrains. Agent asks to take mail address and they will search their  system for anything they can find and also to DM.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: Award winning customer service?You are having a laugh aren't you? Been constantly ignored by you complaint goes back 18months!
agent: Are we able to assist, Ashton?
user: Was told NOT to travel (WGN - GLC) in January 2016 due to damage to West Coast Mainline &amp; that I'd receive a full refund - NOT HAPPENED!
agent: Do you have a VT reference you can DM us?
user: No I don't have one, but I do have a sarcastic email from Virgin asking me how my journey was. (I would have started my journey at MCV) Here you go:
agent: Have you made a claim for this at all?
user: Of course! No replies to letters, no refund! Abysmal customer service!
agent: Are there any reference numbers attached to any of your correspondence?
user: Yes, see the last photo that I sent - it had all the details on that. Well all the details I was given by Virgin Trains. Is this the standard procedure? Some responses then nothing at all? Seems like it!
agent: Can we take your email address and we'll search our system for anything we can find, please DM us with it.

### Response:
Customer is asking to refund his amount from @VirginTrains. Agent asks to take mail address and they will search their  system for anything they can find and also to DM.