Originally Posted by
paule123
I phoned it in, what a joke that was. Referred to the web support dept - a call center in the Phillipines? - had to repeat my issue about 5 times before she got it straight. She tells me there's no record of the $125 charge on UA's side and that's it's probably "just a pending charge that will drop off". (yeah, right) She tells me there's nothing she can do so I should just go ahead and dispute it with my credit card company. Wow.
Kudos to Chase PPMC customer service who quickly and efficiently filed my dispute.
Agree Chase seems to have a better paper trail than UA.
MY Scenario? 26Sep Bought a $3700 tkt AMS-EWR-BCN for a friend. Ticket never issued but funds deducted from my account. Where did money go? United has no confirmation of any transaction early on a Saturday so I just went back to bed hoping this was some form of dream. But eventually I woke up...
CALL 1 today to find a missing $3k for a ticket that apparently was never issued. Chase and I got disconnected after 37 minutes of very static-y Rhapsody in Blue, from UA.
CALL 2 I am starting again - this time first with UNITED and then we will call Chase. Chase knows United debited my account, it's just United that doesn't know United did it...YET! at least 45 minutes into this call we have found a record locator number which has no value, but the GS agent is now liaising with another department so hopefully the gold will be found...alas call disconnected!
CALL 3 Back to CHASE to get claims to attempt one more conference call tonight...Disconnected by UA GS agent before I could even explain scenario. Chase agent just started laughing....
CALL 4 to United with same Chase Supervisor spoke to a GS rep who said she could do nothing so now we are holding for a GS Representative....holding holding holding....3 hours after all these calls and explanations an dropped calls I got my money back. And since this whole situation occurred by trying to get my friend on the same flight as me they opened up space on my flight so we can travel together. A tad irritated right now but tomorrow it will be passed history. Apart from all the disconnected calls 95% of the UA people I spoke to were pleasant - which is surprising the tools they are given to work with. To get a refund shouldn't take 3 hours, especially if a ticket was never issued. Not sure how United is going to fix this quickly - already 30% of the threads on the first page of Mileage Plus are complaint oriented to the website. It will become mainstream news very soon. I really feel betrayed by the management as a customer. Can't imagine the gossip flying around the break rooms...ok time to walk away from this now!
Adam
UA really appears to have a disaster on their hands with new site... Chase has been awesome.