Sunday, July 25, 2010

More phone calls, & new math from Delta.

On 7-14, we called Expedia's customer service, but were told to call back because they could not get a hold of Delta. We called again later, and Expedia said they STILL could not get a hold of them. Third time's a charm, and we were placed on hold for an hour for them to get in touch with Delta Airline's customer service. Delta said they would give a credit of $358.80 to fly again with Delta. A credit. To fly with THEM.

Let's run by the math again: We were charged 358.80 for the July 8th flight, however, we were charged 179.40 4 times as well. That means that there was 1076.40 that went between us to Expedia & Delta. We are still owed 717.60. But Delta doesn't see that. They must be doing new math.

We don't want a flight credit that's half of the amount we are owed. We want it all in money.

July 16th- Tina faxed the information to Bank of America.

July 21st- BOA reopened the claim for 538.20 because they had opened a second claim for 179.40. In addition to that claim, they opened another one for the balance of 179.40 to ultimately make it 717.60. Confused yet? They also agreed to refund an NSF charge. I'm sure it hurt them to do so.

Now we are waiting for BOA to contact Delta, which Delta seems to want to dispute. BOA finally saw the error in math, why can't the airline?

Wednesday, July 14, 2010

Nightmare merry-go-round with BOA,Delta, & Expedia

May 8th, 2010- My wife, Tina, reserves a flight with Delta through Expedia from July 9th to July 29th. However, she finds out later that day that she can get a cheaper flight if she changes the dates to July 8th - July 29th. Just one day different to save a few bucks.

Expedia changes the itinerary to the better date, and say they will refund the money - $538.20. She pays the $358.80 separately for the flight. That's 2 tickets to Michigan for $179.40, one for her, and the other for our 4 year old. So far so good.

May 10th-May 14th: Expedia did not refund the money. She waited patiently. Eventually they charged her for 4 tickets. She called Expedia to put a claim on it, but not before calling Bank of American (BOA) to stop them from dipping into our accounts any further. Who knew how many times Expedia was about to do this? Expedia then placed a claim on it, apparently taking it seriously.

May 15th- Had to call Expedia back to find out what occurred. They refused to give a refund for tickets that didn't exist and will never be used. Doesn't make sense, but there you go. Called BOA to report Expedia's money/ticket concept problem. It's very, very simple: Tickets that don't exist, don't charge us for those. Tickets that do exist: charge us.

May 21st- BOA took it seriously, & credited us for $538.80. So everything was supposed to be peachy. We got the correct tickets which we paid for separately ($358.80), plus BOA would do the legwork in correcting the problem that Expedia couldn't see of giving us the other money back.

July 1st -BOA sends a suspicious letter stating her claim was closed, apparently meaning that the claim was about to be reversed. She calls and is told to go to an local BOA in person.

July 2nd. She goes to a local BOA regarding the letter. The BOA then calls customer service. BOA has to call customer service because no one can figure out why she got the letter. Customer service can't find any claims against the refund, and she was told to disregard the letter. It sounds like a setup for a grand fail, but whatever.

July 8th - Tina goes to Michigan.

July 12th- BOA suddenly finds this 'claim error' they were talking about and reverse the credit they gave us of $538.20. *Sigh*.

BOA states there is nothing they could do and that we should call Delta.

Delta? What does Delta have to do with this?

July 13th- So Tina calls Delta Airlines, and finds out that the July 9th -July 29th flight wasn't canceled. They WANT to take it seriously, but apparently there's nothing they can do about a ticket that didn't exist, was never issued, and was never used. Plus, Delta isn't serious about people's money. Called Expedia.

Expedia states that it's Delta's fault and that we should call them. She calls Delta back and Delta states that it's Expedia's fault. She calls Expedia back, because, you know, she likes being on the phone with businesses that like passing the blame while she's vacationing with her family.

Expedia finally makes a new claim. They state that they attempted to call Delta back several times, but Delta won't answer them. She was advised to call back in an hour. Delta still will not answer Expedia. She calls again and again, up to 5 times until 8:53pm, with no resolution. She's been on the phone for almost 6 hours between Expedia, Delta and BOA.

So what's one to do? Let's see what happens.

Passing the Blame

When a company makes an error, but makes it right by admitting their mistake and correcting it, it's an indicator that you're dealing with a good business. It makes sense: Keep the customer happy by correcting your issues.

That's why it surprises me that large corporations and their services, such as Expedia, Bank of America and Delta continue to fail in that area. But I guess it shouldn't really surprise anyone.

In my following post, I'll describe the ordeal my wife is having with these 3 businesses. I've heard a great deal of bad from Bank of America (amid the fact that I am still with them) but Delta & Expedia customer service is new to me. It just floors me as to how they pass the blame to each other, or how unwilling they were to satisfy a good customer. It's still ongoing, so they have every opportunity to make it right, but to be honest, I don't see it happening.