I purchased a Florida (Disney world) vacation package in Sep 2004 from Global eTours (there are some different names like Total marketing group, Tmg travel and Auburn travel bureau on my credit statement) for US$348.00. After red out a contract policy quickly, they confirmed my purchase and asked to buy another package for another US$100 which I said "No".
After one month later I found out they pull out another US$100 for the package I said "No". I called up and talk with the representative, first name Gabriel - he didn't give his last name - in Oct. He found out that I said "No". About another additional package from the recoding they did when I confirmed my purchase. He said he was going to issue my credit back to my account.
I waited another one month, still didn't get any money back, called him again. He said it would take another one month the credit to get through to my credit company. I waited another two months, because I assumed end of year holiday would affect the credit transaction.
When I called him back I Feb he was annoyed and said "I already issued your credit back, I did my job,
If you didn't get your credit, call your credit company". I called my credit company and found out they never my credit back. I called back Gabriel this time He got mad and asked my credit statements from Oct. 2004 to Jan. 2005 from my credit company through fax (no. 1-407-359-9257).
Even though my credit company advised me that it's not my responsibility to show the transaction didn't get through but I already got his answer about that opinion " If you don't work with me, I am not going to work with you!". I was exhausted and frustrated so I asked my credit company to send those statements directly to Gabriel.
When I called him back, he said he was going to reissue my credit again. After another one month passed, no difference made. I called him again I got this answer "I issued and reissued your credits, I did my job. There is nothing I can do". And he hung up on me. With frustrated I called him back, as soon as he identified me he hung up again, and I tried another representative he also hung up on me as soon as he heard my name.
I wondered another week, I still want to solve out this problem by myself. I called back that I got this representative name Ophilia, she heard me out and after a couple of calls, she said she confirmed that I didn't get any refund yet so she was going to give my credit back in April. I relieved and waited again.
Even I appreciated her for her apologizing about delay. And till June, 05 without any money back I called her but this representative crystal (or krystal) refused to transfer my call to Ophilia, and told me to explain the problem to her. While I explain this problem she put me on hold without permission and she literally insulted me about my english proficiency and told me" I can't understand what you are saying, make your credit company call me, understand?" and hung up on me without my answer.
When I called my credit company to ask a favor to call crystal, they said they can't make a outbound call. I called crystal back She didn't care what I'm trying to say and repeated that " I want your credit company call me, not you, understand!" treat me like a begger, and hung up on me. They never had a problem about my english when they sold the package but not enough to talk them afterwards.
I called my credit company again for help, A kind lady she advised me to file to Better business bureau for help Which I did. But even worse the BBB said they can not pursue their job because the company didn't give them any responds. I am in dispair.
I want my US$100 back and whole refund about package that I bought.
Because I couldn't believe their all promise about their package any more.
I have three kids (10,9, 6). I want to they have a memorable time at Disneyland. But because of this problem how I can travel to another country with three kids following this unreliable company words. So I delayed vacation, I asked whole refund but they said this package is not subject to refund followed the contract policy which they read out in hurry. Maybe to them US$100 wouldn't be a big deal but for me after that kind of ordeal, I am ready to do for anything to get my money back.
Can I get my whole money back and an official apology from the representatives Crystal and Gabriel who insulted me and hang up on me?
Sunyoung
Regina, Saskatchewan
Canada
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