for the Hotel that we have been told we can’t have. we were told we could choose any hotel that we wish except that we would have to pay the difference… Not only did we have this stress to deal with but to add to the confusion we were then sent our remaining balance due on the holiday that we originally booked. Hotel which was a star below what we booked. I booked this trip to celebrate my birthday and it has been a continous headache and still has no yet been resolved. Please avoid this company if possible, it has been an uphill struggle from the day we booked the holiday, from mismatched price quotes to having a double room booked for 3 pasengers with only 1 checked in suitcase on the booking. Which then resulted in the representation ending the call while I was mid sentence. When I asked if there was an email I could write they blatantly lied and said they didn't have one or even a mailing address. The customer support assistant was very rude and refused to listen to the matter in question, but instead however tried to push me off the phone. We decided to call and chase them up on the matter, to which we were responed to with very little help. After waiting for over 14 days and have not yet received the refund. The next day morning after checking out we subitted the receipts of our expenses as agreed the night before and was told on the phone that our refund would be processed to the account that placed the holiday deposit within 5 working days. After going back and forth between him and the 3 passengers on the booking, we eventually came to the agreement that we would find our own accommodation for that night and we would be given a refund for the cost of that night and the fare of the taxi between the hotels. Was nothing he could do, as all the hotels that teletext use in Dubai were supposedly fully booked at that time. Stay clear, Jet 2 have been great with customers so I will be using them from now on for my European holidays and I will book directly with Disney World when I book for Florida because Disney World refunded my non refundable tickets within 12 hours of me emailing and asking if it is possible with Disney expressing that they are saddened that I wont be able to visit this year, won't be long and I'll be back again!! They are commiting fraud and are breaking data law amongst others, I'm hoping for a class action to be brought against them if they don't refund within the coming weeks. Teletext replied that company policy currently doesn't allow them to do so, I have reminded them that company policy does not trump Data Protection Act 2018 Law. The ICO have told me regardless of Covid they have to provide me with the full SAR within 30 days regardless of Covid. I have reported them to the ICO and they are being investigated by this governing body, I need them to hand over the data to prove in court the fraud committed by Teletext/TrulyTravel. I have done a chargeback via bank, they will challenge it but hopefully I win it with help from my bank and evidence provided, I also requested a SAR (subject access request) from them which is a legal request that they have to follow through within 30 days of the request being made that is written in law under the Data aprotection Act 2018 and is now free as of 2018 and they came back in the email and told me no they can't because of Covid, they are using Covid as an excuse for everything.
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