Adult Direct Debit FAQs

What is the next step once I have applied?

Each application will take approximately 4 weeks to process. You will receive a letter confirming your details two weeks prior to your start date. Your first ticket pack will arrive 7 days after that.

When will the money be taken from my account?

Your first ticket must start on a Sunday. The first debit payment from your account will then be taken the next day. This calendar date will then be the date your debit payment is made for every month that you are a member of the scheme. If this falls on a bank holiday, your payment will be taken the next working day.

Can Centro change the amount they take out of my account?

We will only collect the authorised amount. If the amount changes, we will notify you in writing at least 20 working days in advance.

What information will be collected about me and what will it be used for?

To join the Direct Debit scheme we need your completed application form -including personal contact information and bank account details. We will register and store your personal details in order to send out your tickets and set up the Direct Debit payments you have agreed to. We will share your personal information with a credit reference agency before approving your application to join the Direct Debit Scheme.

For further information regarding how we will use your personal information please refer to our Privacy Policy

What if I live outside the West Midlands county?

Travel by bus, train and Metro

You can buy an add-on to your network ticket for all rail travel from many stations outside the West Midlands county through Centro's Direct Debit scheme.

Travel by train only

train out of county tickets are available for rail travel in and out of the Network West Midlands area from a specified out of county station.

What if my ticket does not arrive in time?

If your ticket has not arrived three days before your current ticket expires, please call the Direct Debit Team who will arrange for a replacement to be sent. Centro will not refund travel tickets that have been purchased as a result of tickets not arriving due to a delay in the postal service.

Can I change my type of ticket ?

Yes. One month's notice is required to make any changes to your ticket

What if I lose my ticket or it is stolen?

Call the Direct Debit Team who will send you a new travel pass the same day, or the next working day, upon receipt of a £5 replacement fee. Refunds will not be given for any additional tickets purchased

What if I forget my ticket?

It is your responsibility to have a valid ticket with you for any journey you make. Unfortunately refunds will not be given for any tickets purchased under these circumstances .

Can I cancel my Direct Debit?

Yes. You must give at least one month's notice. Plus you will need to contact your bank or Building Society .

Is there a minimum term on Direct Debit?

Yes, the minimum term is 3 months. This is so that we can reduce the administration involved in the application process. If you would like a season ticket for less than 3 months we would recommend you can purchase a 4 weekly ticket via our website or a monthly ticket from any staffed station or ticket shop.

Can I still claim a discount under the Rail Passenger Charter?

Yes, it is the responsibility of the ticket holder to claim compensation for any service delay or cancellation directly from the appropriate train operating company.

Delay Repay - Compensation Scheme with London Midland

London Midland has agreed that Centro Direct Debit customers can now exchange National Rail Vouchers received under the Delay Repay compensation scheme for a cheque refund. Exchange forms will be sent out to you automatically, shortly after each anniversary of when you joined the scheme.
Click to find out more about the Delay Repay scheme.

I already have a photocard from the station. Do I still need to upload or send in a photograph with my application?

Yes. All photographs are scanned into our system, so that if you ever lose your ID card we can send out a replacement, subject to an administration fee. You will need to upload or send a passport sized photograph with every new application.

I was previously on the Centro Direct Debit scheme. Do I need to supply a photograph with my application?

No. Just supply your photograph ID number starting 60 at the top of the application form. However, if you would like to update your photograph on your ID card please upload or send a replacement.