Reply from TFI as follows: 

Dear Leanne,
 
I am contacting you regarding your case, reference number #611718
 
Thank you for bringing this to our attention. To ensure this is processed appropriately, we’re escalating your case to the relevant team for further review.
 
The team will contact you once they have reviewed your case or if further details are required. We appreciate your patience while they assess the details, thank you in advance for your time and understanding.
 
Kind Regards,   
Ishan
Transport for Ireland