Currently running into a problem of a 'Full refund to original form of payment' fare.

When I purchased the fare a few month ago, as shown in the screenshot back then, it was 'Full refund to original form of payment'.

If you purchase the fare today it would say 'partial refund to the original form of payment'.

What I am experiencing:

1. Upon cancellation, the fare would incur a ~50% fee if I want to request for a refund

2. Agents insist the fare basis rule is consistent (it is not true according to the website, luckily I took a screenshot, otherwise I have no way to prove my point)

3. Customer care replied with an empty template

4. If I want to use the flight credit to rebook, the flight credit would be further discounted due to unknown reasons, so effectively there are change fees. Those numbers were calculated in the system so no one understands why.

In addition, it is not a trivial thing for customer to obtain the fare basis rules, and I doubt many people even know what that is. Even booking today's fare, you would not have any idea what's the cancellation fee throughout the entire booking process.

I don't think this is poor customer service/website, has this crossed the line of fraudulent misconduct?