TrinityX3 Travel

Good evening,
It is our understanding that Ms. had been in consistent contact with Vashann *** using Facebook messenger with the last conversation taking place on May 1, 2020. During this conversation, a request was made to Ms. to formally submit a refund request by email. Per policy, this is the requested method in order to keep record of all requests submitted. Ms. submitted her email on May 1 as requested. It is because she'd been in consistent contact with Ms. before sending her email that her email was not responded to- she'd already discussed her issue with Vashann at length and with full understanding. This trip was not formally canceled until May 12, 2020 in which no refunds were warranted before this time. Hours before announcing the cancellation of this trip, approximately 45 refunds had been already issued wit another 30 being issued around 5:30am this morning. Based on this information, Ms. claims of this company not refunding clients is false. Refund information was announced in the actual travel group that was created on Facebook in which Ms. is a member of and this is where we would post trip announcements and any information pertaining to this trip to keep our guests informed. Ms. also had access to this information as she has been a member of this group for 1 year. Our website is currently down as we are in the process of having another one built with the functions our business needs to basically, thrive. This has or had no impact on any of our travelers including Ms. as she and the others have always had a open and direct line of communication to our staff for questions and concerns and Ms. had been in consistent contact with Vashann beginning May 12, 2019. I do apologize if Ms. felt that her request had been overlooked however due to Covid-19, our response times have been delayed but never halted. I will ask that Ms. check her account to see if she's already been refunded or to allow additional time for her refund to show. As stated earlier, the processing of refunds started yesterday with a second wave being processed today and all payments/refunds are being processed using the original method of payment that was used when making their original reservation.

Ms.,
We understand that you are frustrated and apologize if the information you are being provided is not to your satisfaction however, you have not been misguided nor have you been mislead. Our policy is and has always been accessible to you and the other guests as it has been posted in the "files" section in all groups hosted by the business and was also available to you on our website throughout the days of functional operation. Your specific payments were made using a separate platform which is a separate and different platform used by the other guests because your reservation was transferred from one vacation package to another and you were not directly booked for the trip that was refunded. No refunds have been processed under the platform you made payments to as of yet because the original trip that you paid for and transferred from has not been canceled. Unfortunately, due to Covid-19 our processing times have been delayed due to various internal business reasons. We ask that you remain patient as we are working to have your issue resolved as soon as possible. Unfortunately, there are no additional details to be provided at this time.

Due to Ms. decision to pursue legal action, there will be no further correspondence until we have been contacted by her representing counsel however, we will continue to move forward with our refunding process.