Orbitz - My Refund Money Has Been Back for More Than Two Years!!!
Refund Department & Customer Service - Complaint
LOS ANGELES, CALIFORNIA -- I've have been going through an awful experience for more than two years with Orbitz's customer service and refund department.
I bought a ticket from LA to Germany, Japan, and Malaysia two years ago to relocate my self from the States to Malaysia. However, I had to cancel my trip from Japan onward due to the Fukushima Earthquake and Tsunami in 2011.
Before canceling it, I made sure that Korean Airline assured 100% refund.
Therefore I cancelled the trip and booked a new ticket from Germany directly to Malaysia, believing that I would get the full refund within a week or two.
When I asked for my refund, I explained to them I had closed all my bank accounts and they won't be able to refund money back to my account. However they insisted that it's possible to refund to the used credit/ debit card account and that is their refund policy. So I believed what they said, thinking they've been dealing with lots of international customers and they must have experienced with similar cases.
I've received a few emails from the refund department about my refund schedule, which made me relieved. Back then I didn't know how long this would go on after these emails....
After a few months, I called my bank to made sure money was back in my account.
However they told me that it was impossible for Orbitz to make a refund to my closed account.
I called all my banks that I used in the States to whom Orbitz may make a refund just to make sure I didn't call up a bank from which my card wasn't issued. But all the banks said it was impossible unless I used a credit card. But I used my debit card.
So I called Orbitz customer service to explained what I was informed from the banks.
Orbitz customer service personnel insisted that that shouldn't be right. So I called back to all my banks and asked the same question again for the sake of Orbitz customer service. But the answers were all same: it's is impossible.
Again I called back to Orbitz customer service and got a manager of the refund department this time. She told me that she would investigate my case and notify me the result by email.
In a week, I received an email, which informed me that I needed to call Orbitz refund department during their business hours. This time I was already away from the States and it caused so much inconvenience to me with the time difference and bad connection through Skype. Because of that, my correspondences with Orbitz had to be prolonged by unacceptable period of time.
With the time difference and my intense work load, it took a while for me to call them back during their business hours. But I'd never thought it'd be still taking a long time to complete the refund process from then.
A few months after I finally found time to call during American business hours.
What happened was I had to start from the beginning.
Even though I provided my incident number, they didn't track back my records of correspondences. This didn't happened only this time but every single time I called them.
So each phone conversation took so much time and so far those phone calls are just for nothing!!!!
At the last phone correspondence with Orbitz a few months back, the customer service was exactly the same.
They had no records of the past correspondences with me even with my incident number. I really wonder what the incident number for if they don't use it. They told me that they had to prove that my account received any refund from them. They directly called Citibank customer service to investigate the history of my account. It'd been long time already since I closed my account and the process took a while. We were first on the conference call with the two parties and me. How ever, when the process was talking long a customer service personnel from Orbitz suddenly disappeared from our conversation! At least he could have said something to let us know and confirmed with the way forward before hanging up. Really terrible manner....
At the end of the phone correspondence with Citibank customer service personnel, he told me he had to do further investigation as it's a closed account. So they would notify me via email and letter, and also Orbitz via email of their investigation's result. I found Citibank customer service very helpful and constructive unlike Orbitz customer service.
In a few weeks, the letter from Citibank arrived. It clearly states that there is no refund credited back form Orbitz in my closed account.
So I emailed at Orbitz's refund department directly with a scan of the official letter from Citibank to ask for a check with the full refund to my current address.
After all of time and efforts I put into the correspondences with Orbitz, their reply was this:
We refunded you back to the credit card used in making the reservation. That is Orbitz policy.
You will need to call Customer Service at 888-656-4546 or 001-312-416-0018. They will be able to assist you with a failed credit application.
Orbitz refund team"
I really can't understand what they are doing. I don't see any logic behind their customer service/ refund department because their policy is totally illegal if stealing my money is their policy!!!
When Orbitz, Citibank, and I were on the conference call, we together made sure that my account number and Citibank's transaction number that Orbitz has.
This is still going on after two years with the document that proves I haven't received my refund!!!
I will never ever use their service! and I do recommend not use Orbitz. I don't mind having some problems but I believe any problems can be solved with time and efforts from both sides.
However with Orbitz, now I can only see they are intentionally trying not to make refund.
Please advice me if anyone knows the best and fastest way to solve refund problem with them.