I have had the EXACT same problem. I was told that I successfully bought a pass, attempted to use it and discovered I have no pass. I purchased another using a different card and had the exact same problem. I've also been charged 10p on each card. The online chat service has been useless. I have a copy of the tnrascript. The guy on ther end is a total imbecile who keeps asking me to buy more passes.