Railcard taken by conductor

Hi,

The card is not mine but family members.

So the same card has been used since start of academic year but this conductor decides to take the card because it doesnt look like them because in the picture there is no glasses and hair colour is different. Said person is much skinner now too. Anways not only did they take the card but they had to buy a new ticket too and said to email or write a letter to them.

Thing is until this matter gets sorted they have to pay full price so my question is can they get refund for price difference once it sorted or should they just order replacement now so it arrives by monday and then maybe claim the money back just for the card.

What is the best approach here?

Thanks in advance