user: - paid for two season tickets (weekly) that start tomorrow.. picked Staines as pickup location... guess what? Can’t load the ticket £82 out of pocket and no tickets on my smart card... how do I get my money back? ?
agent: Hi Andrew, have you tried all Smart Card readers at this station?
user: Gate, platform (couldn’t try ticket machine as out of service). The ticket is a weekly that starts tomorrow.. Richmond to Staines.. Your system clearly broken for people who commute OUT of London.. was told I could pick up a day early in Staines... clearly incorrect
agent: Sorry to hear that, please contact our dedicated Smart Card team on 0345 810 1010. They may be able to assist
user: If I fail to collect, is my money refunded? What time are the team available until?
agent: They are open until 22:00 this evening

Customer complains that though he had paid for tickets he is unable to receive it because of out of service and asking for refund. Agent suggested to contact dedicated smart card team for further assistance.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: - paid for two season tickets (weekly) that start tomorrow.. picked Staines as pickup location... guess what? Can’t load the ticket £82 out of pocket and no tickets on my smart card... how do I get my money back? ?
agent: Hi Andrew, have you tried all Smart Card readers at this station?
user: Gate, platform (couldn’t try ticket machine as out of service). The ticket is a weekly that starts tomorrow.. Richmond to Staines.. Your system clearly broken for people who commute OUT of London.. was told I could pick up a day early in Staines... clearly incorrect
agent: Sorry to hear that, please contact our dedicated Smart Card team on 0345 810 1010. They may be able to assist
user: If I fail to collect, is my money refunded? What time are the team available until?
agent: They are open until 22:00 this evening

### Response:
Customer complains that though he had paid for tickets he is unable to receive it because of out of service and asking for refund. Agent suggested to contact dedicated smart card team for further assistance.