OK, I'm not sure if I should be mad at Westjet, myself, or no one in particular. Covid has made things so crazy that I need some help from the audience here to help me figure this out.

Back in June, I booked a flight for myself and my wife from YEG to NYC leaving on October 8. I used Westjet dollars (WJD) to pay for the ticket, and used my companion fare voucher for my wife (I got the voucher via my RBC Westjet credit card). I then paid the remainder (taxes/fees) with my credit card.

A while after that, Westjet notified me that they were changing our flight, and the resulting itinerary left us with a two-day itinerary--flying from YEG to YYZ, then overnight in YYZ, then flying out to NYC the next day. This was not acceptable, so I asked them to rebook my flights, which they helpfully did. All good so far.

A little while after THAT, they changed the rebooked flights AGAIN, with a 55-minute layover in YYZ (I created a thread in this forum asking about this). Since the consensus was that this was cutting it too close, I contacted Westjet again, and the best they could do was to rebook us on a 7am flight out of YEG, with a 5 hour layover in YYZ.

I eventually wound up finding better flights on Air Canada, so figured I would book on AC, and cancel the Westjet itinerary altogether, since it was pretty inconvenient for us. I just got off the phone with a Westjet agent, who told me she cancelled the flight and issued our refund.

However, it looks to me (and maybe I'm wrong) that they screwed the refund up. I had paid 329 WJD, but now I have 229 WJD in the Travel Bank. In addition, my companion voucher did not get returned to my account. Also, I got an email confirmation saying they refunded 229 WJD to my Travel Bank, but no other receipt for the portion I paid by credit card or anything else.

So, in my mind, I'm thinking they should've refunded the 329 WJD to the Travel Bank, and I should see my companion voucher back in my account. Am I incorrect in thinking that?

The only thing I can think is that they withheld 100 WJD as a "change/cancellation fee"....but I thought they weren't supposed to charge a change fee? Also, that wouldn't explain the companion voucher not being returned to my account.