Dear All Receive kind greetingsAs I have been explaining from the very beginning, the reason of the refund request is based entirely on personal issuesAs a service orientated company we entered the refund request, to be analyzed based on ticket regulations, the refund authorization and/or the amount to be refunded does not depend on Customer Service Department but on the ticket and taxes regulationsIn most of the cases when ticket has a non refundable regulation only related taxes are refundedRefund has been approved and payment will be processed soonKind regards, [redacted] ***
Dear All Receive kind greetings from AviancaI have reviewed [redacted] complaint and also checked her original complaint with AviancaI apologize in case the information sent on the original resolution was misunderstoodChecking her reservation I confirmed the cancellation that affected her flights from San Francisco To Belize on May [redacted] I have also confirmed that since the only contact information available on her reservation was the data from the travel agency, they were contacted to inform the flight irregularity and to confirm the re schedule plan for the Delta flights on May ***; spaces were confirmed and everything was ready until we received a phone call from your travel agency who identified as Santiago requesting to cancel the rescheduled flightsIn this case, sin as per your request of cancellation by the travel agency, information was given that the unused portions of your ticket will open to be used again within its validity which is of one year since issue date (May [redacted] 2015)In this case, since you did not travel or accepted the new flight plan all changes have to processed as voluntary changes subject to penalty fee + possible fare difference depending on your ticket regulationWe appreciate your comprehensionKind regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this the matter has been resolved not to my satisfaction but I don't want to go back and forth with this company any longer Sincerely, [redacted]
Revdex.com:I received a refund from the business (Avianca) yesterday afternoon, though there was no correspondence from them:/ But I am satisfied with the refund, so I would like to mark this complaint as resolvedThank you for keeping businesses honest to their customers! :)Here's the prefilled response: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Take care, [redacted]
Dear *** Receive kind greetings from AviancaIn this case in order to offer a better follow up of the case, I need the customer to send me copy of any email exchanged on the analisys of his case; case number, reservation code and ticket numberPlease send information to [redacted] I will be waiting for his replyKind regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer HereThe information provided by Avianca is in error on these counts: 1- They state I made the change on their websiteI made the change not on their website but with a live representative who explained that he did not know why a fee was not charged when I made a changeI also note that the so called credit card rejection occurred on December **, during business hoursMy mobile number and contact information are listed on the invoice sent to me by AviancaHow is it possible in this 21st century that I was not contacted by phone, email or even a simple letter since this would be a standard business practice when there is a payment problem of this kind? I have asked Citibank ThankYou Credit Card to forward me a copy of any rejections that they made December I will forward this to you upon receipt.2-Avianca states that this was a last minute change to my reservation thus the exorbitant charge at JFK airportHowever, as the attached reservation documents show, an entirely new reservation with an entirely new booking reference was made at the airportThe previous reservation, with a different number and which Avianca failed to honor, was and is still listed on their websiteThis new reservation was a refundable ticket done by the Avianca representative after the senior representative stated that problems of this nature occur often from the call center and there were no available seats for the reservation, I have attached acopy that I made and was not processed by Avianca.] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
We have reviewed [redacted] 's response to our explanation and the consequent questions and asseverations he makes According to the records we have corresponding to the investigation of his case, confirms that the original transaction of the date change was made via website, since the information given by him was incorrect charges were not made; in this case, there is no process or error notification, since the information is entered by the customer himselfOnce he arrived at the airport changes were made according to available prices for the requested flight In this case, what he thinks is a brand new ticket is really a ticket revalidation using original ticket as form of payment and charging the fare differenceNew record on the system is needed since ticket has to be reissued as an standard procedure on this type of changes We understand [redacted] position since he paid a high price to get the ticket change, however, ticket revalidation was processed correctly and in this case, we cannot process a refund since the tickets were used as form of paymentWe appreciate your comprehensionKind regards, [redacted] [redacted] * [redacted]
Dear AllWe have asked our colleagues from the Lifemiles programm to review [redacted] case, and we have received the following information: This time it will not be posible to reactivete the miles at no costThe only option the customer has, will be to reactivate them by paying $10USD for each 1,(one thousand) expired milesAs the customer has explained herself the terms and conditions for the Lifemiles programm are specific when saying the if the account does not show transactions like miles being credited o redeemed on a period of consecutive months the total of the miles in the account will expireThis information can be found on the following link [redacted] : Any activity in the member’s LifeMiles account extends the expiration date of the mileage credit of that account for a term of twenty four (24) months from the date of the latest qualifying activityQualifying activity is defined as any mileage accrual or redemption transaction, affecting the member’s mileage creditTwenty four (24) months after the latest activity all miles will expire and the mileage credit of the account will be zero (0) milesLifeMiles LTD and/or the Airlines may, but shall not be responsible for establishing special conditions to reactivate expired Miles and may also establish a charge for their reactivation" About the flight used with United at we have to say that there is no record of such transaction; and up to this point the customer is available to offer document as proof United as our colleague will only honor miles of one year back as part of the Star Alliance policies The mileage credit for previous transactions complying with the established requirements may be requested up to twelve (12) months after the transaction date under the terms and conditions herein provided, by submitting the support documentation requiredLifeMiles LTD and/or the Airlines reserve the right to verify all the documentation produced for extemporaneous creditRetroactive credit for flights in affiliated or participant Airlines is not permitted, or for any kind of transaction with the affiliated or participant businesses or entities carried before the member enrolled the program We appreciate your comprehensionKind regards, Marielos L***
Initial Business Response / [redacted] (1000, 10, 2016/02/12) */ The assertion that the debtor student was unaware of the debt until December of is incorrectWhen the student withdrew from courses, this reduced the Federal financial aid she qualified for by $The bulk of her balance is because she received a refund checkThe debtor student called the College's Valparaiso office late July/early August and spoke with an Account SpecialistAfter becoming upset when the Specialist explained that she had a balance due, she ended the callFurthermore, according to our records, the debtor student was sent a pre-collect email on 10/07/from the collection agency (e-mail address redacted)A physical letter was mailed to (address redacted) on 11/9/It was returned 11/10/as she left no forwarding address A debt collector called the debtor student on 12/15/15, not realizing she was in (state redacted)The debtor student verbally berated the collectorThe collector then skip traced her and found her new address: (redacted)Since (state redacted) is a closed border state and the collection agency was not licensed to collect there, the collection agency sent the account back to the College The account was then forwarded to a different collection agency, which accepted the account on 1/14/The debtor received a letter from this agency in January The debtor student has known that she owed this balance since July/August of 2015, not December as she allegesFurthermore, even if the College sent the account to collections without reaching out to the debtor student first, there is nothing in the Fair Debt Collection act prohibiting that action as the College was not contractually obligated to provide her with any such notificationThe debtor student is trying to give herself rights the law simply does not provide for herThe College was never under any obligation to notify, consult, or negotiate with her prior to employing a collection agency to recover the $we sent back to the US Department of Education on her behalf The College will maintain the account with the collection agency and sees no reason to change its policies or the status of this debt OFFER: Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response for three reasons The first reasonThe original amount was $Due to active duty military orders, the classes were dropped before the deadlinesThe original amount was incorrect, so I had to submit a waiver to have the classes that were not taken removed from my accountOnce I submitted the waiver request, without me being notified, the new amount was $and it was backdated to show January 20, I was never made aware of this debt The second reasonWe knew our new address before we moved and I updated the schools records with the new addressOn top of that, I spoke to the Associate Vice Chancellor of Student AffairsShe emailed me and she also mailed the "Refund, Balance Waiver or Exception to Academic Policy Request form" in April, to my new addressJuly 23rd, I talked to her again and she told me the amount would be recalculatedI checked my account and at that time, there was no amount dueSince I gave her my address in April, I have not movedI never received a phone call to payI never received a precollection letter or emailI have no problem paying what is due, I have never been given the opportunity to pay Third reasonThe school has told me the debt is $The debt collectors stated the amount due is $The school says I owe $The debt collector says the school said I owe $I disputed the debt with the debt collectors and they told me I need to dispute the amount with the schoolThe school says I owe $ Please keep in mind that the collector never did a 'skip trace'I never received a precollection noticeI was trying to get my transcripts to enroll in school againOver the period of a few weeks, I kept getting an error that said the system was down and to try again laterI was getting closer to the deadline for enrolling in school again and I needed my transcriptSo I called and spoke to the lady in the Business Office in December and I found out that I owe money and that is why I could not get my transcriptI gave her my phone number and addressThe phone number has not changed from before I started going to schoolThe address has not changed since I updated it in AprilShe told me that she would have her boss call meShe didn't call me backHer boss did not call meThe creditor called and told me my information was updated by the schoolI was never given the opportunity to pay I want the school to take the amount out of collections and let me pay the $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I was fully aware of the change fee as I indicated in my original complaint I tried to go online on [redacted] and request a refundI was not able to do so It gave me an error stating that I already used these ticketsI only used one wayBelow are the ticket numbers please mail me a check for the refund [redacted] [redacted] [redacted] [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear AllReceive kind greetings from AviancaI have reviewed [redacted] complaint about the previous case he presented directly with us and the analysis and communication from the previous analystI have checked the exchanged communications and found that there was a proposal to have the luggage repaired or to received a travel voucher insteadAs I understand [redacted] tried to have the luggage repaired but at the end it was not possibleIn this case, considering the elapsed time of the complaint, the difficulties to have it repaired and the fact that the damage is minor, I have been authorized to offer a compensation of a travel voucher for $200USD (two hundred) under [redacted] name as final resolution to his complaintIf he agrees, let him know that he can contact me at [redacted] to have the voucher issuedWe appreciate your comprehensionKind regards, Marielos L***
Dear All Receive kind greetingsAs I have been explaining from the very beginning, the reason of the refund request is based entirely on personal issuesAs a service orientated company we entered the refund request, to be analyzed based on ticket regulations, the refund authorization and/or the amount to be refunded does not depend on Customer Service Department but on the ticket and taxes regulationsIn most of the cases when ticket has a non refundable regulation only related taxes are refundedRefund has been approved and payment will be processed soonKind regards, [redacted] ***
Dear All Receive kind greetings from AviancaI have reviewed [redacted] complaint and also checked her original complaint with AviancaI apologize in case the information sent on the original resolution was misunderstoodChecking her reservation I confirmed the cancellation that affected her flights from San Francisco To Belize on May [redacted] I have also confirmed that since the only contact information available on her reservation was the data from the travel agency, they were contacted to inform the flight irregularity and to confirm the re schedule plan for the Delta flights on May ***; spaces were confirmed and everything was ready until we received a phone call from your travel agency who identified as Santiago requesting to cancel the rescheduled flightsIn this case, sin as per your request of cancellation by the travel agency, information was given that the unused portions of your ticket will open to be used again within its validity which is of one year since issue date (May [redacted] 2015)In this case, since you did not travel or accepted the new flight plan all changes have to processed as voluntary changes subject to penalty fee + possible fare difference depending on your ticket regulationWe appreciate your comprehensionKind regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this the matter has been resolved not to my satisfaction but I don't want to go back and forth with this company any longer Sincerely, [redacted]
Revdex.com:I received a refund from the business (Avianca) yesterday afternoon, though there was no correspondence from them:/ But I am satisfied with the refund, so I would like to mark this complaint as resolvedThank you for keeping businesses honest to their customers! :)Here's the prefilled response: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Take care, [redacted]
Revdex.com:At this time, I have not been contacted by Avianca Airlines regarding complaint ID [redacted] .Sincerely, [redacted]
Dear *** Receive kind greetings from AviancaIn this case in order to offer a better follow up of the case, I need the customer to send me copy of any email exchanged on the analisys of his case; case number, reservation code and ticket numberPlease send information to [redacted] I will be waiting for his replyKind regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer HereThe information provided by Avianca is in error on these counts: 1- They state I made the change on their websiteI made the change not on their website but with a live representative who explained that he did not know why a fee was not charged when I made a changeI also note that the so called credit card rejection occurred on December **, during business hoursMy mobile number and contact information are listed on the invoice sent to me by AviancaHow is it possible in this 21st century that I was not contacted by phone, email or even a simple letter since this would be a standard business practice when there is a payment problem of this kind? I have asked Citibank ThankYou Credit Card to forward me a copy of any rejections that they made December I will forward this to you upon receipt.2-Avianca states that this was a last minute change to my reservation thus the exorbitant charge at JFK airportHowever, as the attached reservation documents show, an entirely new reservation with an entirely new booking reference was made at the airportThe previous reservation, with a different number and which Avianca failed to honor, was and is still listed on their websiteThis new reservation was a refundable ticket done by the Avianca representative after the senior representative stated that problems of this nature occur often from the call center and there were no available seats for the reservation, I have attached acopy that I made and was not processed by Avianca.] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
We have reviewed [redacted] 's response to our explanation and the consequent questions and asseverations he makes According to the records we have corresponding to the investigation of his case, confirms that the original transaction of the date change was made via website, since the information given by him was incorrect charges were not made; in this case, there is no process or error notification, since the information is entered by the customer himselfOnce he arrived at the airport changes were made according to available prices for the requested flight In this case, what he thinks is a brand new ticket is really a ticket revalidation using original ticket as form of payment and charging the fare differenceNew record on the system is needed since ticket has to be reissued as an standard procedure on this type of changes We understand [redacted] position since he paid a high price to get the ticket change, however, ticket revalidation was processed correctly and in this case, we cannot process a refund since the tickets were used as form of paymentWe appreciate your comprehensionKind regards, [redacted] [redacted] * [redacted]
Dear AllWe have asked our colleagues from the Lifemiles programm to review [redacted] case, and we have received the following information: This time it will not be posible to reactivete the miles at no costThe only option the customer has, will be to reactivate them by paying $10USD for each 1,(one thousand) expired milesAs the customer has explained herself the terms and conditions for the Lifemiles programm are specific when saying the if the account does not show transactions like miles being credited o redeemed on a period of consecutive months the total of the miles in the account will expireThis information can be found on the following link [redacted] : Any activity in the member’s LifeMiles account extends the expiration date of the mileage credit of that account for a term of twenty four (24) months from the date of the latest qualifying activityQualifying activity is defined as any mileage accrual or redemption transaction, affecting the member’s mileage creditTwenty four (24) months after the latest activity all miles will expire and the mileage credit of the account will be zero (0) milesLifeMiles LTD and/or the Airlines may, but shall not be responsible for establishing special conditions to reactivate expired Miles and may also establish a charge for their reactivation" About the flight used with United at we have to say that there is no record of such transaction; and up to this point the customer is available to offer document as proof United as our colleague will only honor miles of one year back as part of the Star Alliance policies The mileage credit for previous transactions complying with the established requirements may be requested up to twelve (12) months after the transaction date under the terms and conditions herein provided, by submitting the support documentation requiredLifeMiles LTD and/or the Airlines reserve the right to verify all the documentation produced for extemporaneous creditRetroactive credit for flights in affiliated or participant Airlines is not permitted, or for any kind of transaction with the affiliated or participant businesses or entities carried before the member enrolled the program We appreciate your comprehensionKind regards, Marielos L***
Initial Business Response / [redacted] (1000, 10, 2016/02/12) */ The assertion that the debtor student was unaware of the debt until December of is incorrectWhen the student withdrew from courses, this reduced the Federal financial aid she qualified for by $The bulk of her balance is because she received a refund checkThe debtor student called the College's Valparaiso office late July/early August and spoke with an Account SpecialistAfter becoming upset when the Specialist explained that she had a balance due, she ended the callFurthermore, according to our records, the debtor student was sent a pre-collect email on 10/07/from the collection agency (e-mail address redacted)A physical letter was mailed to (address redacted) on 11/9/It was returned 11/10/as she left no forwarding address A debt collector called the debtor student on 12/15/15, not realizing she was in (state redacted)The debtor student verbally berated the collectorThe collector then skip traced her and found her new address: (redacted)Since (state redacted) is a closed border state and the collection agency was not licensed to collect there, the collection agency sent the account back to the College The account was then forwarded to a different collection agency, which accepted the account on 1/14/The debtor received a letter from this agency in January The debtor student has known that she owed this balance since July/August of 2015, not December as she allegesFurthermore, even if the College sent the account to collections without reaching out to the debtor student first, there is nothing in the Fair Debt Collection act prohibiting that action as the College was not contractually obligated to provide her with any such notificationThe debtor student is trying to give herself rights the law simply does not provide for herThe College was never under any obligation to notify, consult, or negotiate with her prior to employing a collection agency to recover the $we sent back to the US Department of Education on her behalf The College will maintain the account with the collection agency and sees no reason to change its policies or the status of this debt OFFER: Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response for three reasons The first reasonThe original amount was $Due to active duty military orders, the classes were dropped before the deadlinesThe original amount was incorrect, so I had to submit a waiver to have the classes that were not taken removed from my accountOnce I submitted the waiver request, without me being notified, the new amount was $and it was backdated to show January 20, I was never made aware of this debt The second reasonWe knew our new address before we moved and I updated the schools records with the new addressOn top of that, I spoke to the Associate Vice Chancellor of Student AffairsShe emailed me and she also mailed the "Refund, Balance Waiver or Exception to Academic Policy Request form" in April, to my new addressJuly 23rd, I talked to her again and she told me the amount would be recalculatedI checked my account and at that time, there was no amount dueSince I gave her my address in April, I have not movedI never received a phone call to payI never received a precollection letter or emailI have no problem paying what is due, I have never been given the opportunity to pay Third reasonThe school has told me the debt is $The debt collectors stated the amount due is $The school says I owe $The debt collector says the school said I owe $I disputed the debt with the debt collectors and they told me I need to dispute the amount with the schoolThe school says I owe $ Please keep in mind that the collector never did a 'skip trace'I never received a precollection noticeI was trying to get my transcripts to enroll in school againOver the period of a few weeks, I kept getting an error that said the system was down and to try again laterI was getting closer to the deadline for enrolling in school again and I needed my transcriptSo I called and spoke to the lady in the Business Office in December and I found out that I owe money and that is why I could not get my transcriptI gave her my phone number and addressThe phone number has not changed from before I started going to schoolThe address has not changed since I updated it in AprilShe told me that she would have her boss call meShe didn't call me backHer boss did not call meThe creditor called and told me my information was updated by the schoolI was never given the opportunity to pay I want the school to take the amount out of collections and let me pay the $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I was fully aware of the change fee as I indicated in my original complaint I tried to go online on [redacted] and request a refundI was not able to do so It gave me an error stating that I already used these ticketsI only used one wayBelow are the ticket numbers please mail me a check for the refund [redacted] [redacted] [redacted] [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear AllReceive kind greetings from AviancaI have reviewed [redacted] complaint about the previous case he presented directly with us and the analysis and communication from the previous analystI have checked the exchanged communications and found that there was a proposal to have the luggage repaired or to received a travel voucher insteadAs I understand [redacted] tried to have the luggage repaired but at the end it was not possibleIn this case, considering the elapsed time of the complaint, the difficulties to have it repaired and the fact that the damage is minor, I have been authorized to offer a compensation of a travel voucher for $200USD (two hundred) under [redacted] name as final resolution to his complaintIf he agrees, let him know that he can contact me at [redacted] to have the voucher issuedWe appreciate your comprehensionKind regards, Marielos L***