Horrible customer service

Filed against :

500 W Madison St Ste. 1000
Chicago IL 60661-2559

Complaint Description:
1) I attempted to purchase 2 round trip airline tickets from Toronto to Mendoza Argentina, total of $1942.00

2) At checkout, an error message came up, with a back button and a phone number at the sidebar

3) I went "back" and rechecked all of the information, all correct, and pressed the "next" or "continue" or "buy" button

4) Error message again

5) I called the number listed as "customer service" to resolve the issue and make sure that the card was not charged twice

6) The phone attendant did not try and find my reservations, instead went through all the steps to book this trip again, this time charging an additional $25 "processing fee"

7) I at first declined to continue with another purchase, was assured that the first 2 did not take and was pressured to continue with the transaction 8) The transaction did not take, at which time we finally were able to get off the phone

9) Check our bank account the next morning and found $0.00 in our account, which at the time we were trying to book the trip had over $3900 in it 10) Tried calling Orbitz, again got a customer service representative in India who could not help, but told me that her supervisor would be in in 2 hours

11) Went to the bank, found out that the first 2 transactions DID go through

12) Called Orbitz again, they could not find either transaction

13) Was informed by the bank that Orbitz can at any time over the next 5 days decide to process those transactions and take the money

Your Desired Resolution:
I would like the thousands of dollars that are being held in limbo to be released back to our account. I will never deal with this company again, but as long as I get my money released back to us with no additional "processing fees" I will not pursue any further actions.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.

Offender: Orbitz.com
Country: USA   State: All USA

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