[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***
Dear MsLee: Thank you for contacting WorldStrides regarding your son's accountIt is my understanding that [redacted] recently accompanied [redacted] to [redacted] ***and you have some concerns regarding the tripI appreciate your patience as I researched this matterI have found that this group of participants traveling from [redacted] was scheduled, at the request of the Program Leader from [redacted] , to fly out of [redacted] on May Unfortunately, there were flight delays due to the terrible weather conditions this region was experiencing at the timeWorldStrides worked cJosely w]th the Program Leader to evaluate the situation and secure a new flight plan for the group as diligently as possibleUnfortunately [redacted] 's airport did not have a lot of options for a group of this size, which made booking additional flights challengingIt was our understandjng that the Program Leader was in direct contact with parents while the WorldStrides Tour Central team continued to assist with this matterWorldStrides secured additional accommodations, to include transfer buseshotel rooms, an outing to [redacted] , and compensated for all meals during the group's delay at no added cost to the participantsAdditionally, WorldStrides forfeited funds used to secure accommodations previously arranged for the group that were nonrefundable and unused due to the group being delayed by the weatherPlease let me assure you that our first priority is always the safety of our program pru.ticipantsStaff at our Tour Central offices in [redacted] ***., [redacted] **, and New York City are available hours a day via phoneThese trained professionals are prepared to answer your questions and handle emergencies that may arise at any timeAs WorldStrides has almost 300,participants traveling a year to destinations throughout the United States and the worldthe Tour Central offices are designed to focus on vital situations affecting the safety of our participants during the tour rather than refund and customer support issuesThose issues are handled by our Customer Support team during business hours[ am sorry to hear about your dissatisfaction with our Customer Support team's availability, but certainly hope that you can understand the necessity to handle situations in this mannerAlthough WorldStrides had no control over the acts of God that caused the delays for your son's group and we believe this situation was handled to the best of our ability in direct communication with the Program Leader, we do recognize that this caused you an inconvenience and dissatisfactionTherefore, as a matter of good faith, we have authorized a refund in the amount of $on [redacted] accountRefunds are processed in the manner in which payment was receivedYour refund check was processed on June 29, Again, I apologize for the frustration this situation has caused you and do hope that [redacted] is in a position to travel with WorldStrides again in the futureShould you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted] ) in Richmond [redacted] *** Paralegal/HR Assistant
Dear Ms [redacted] : Thank you for contacting WorldStrides regarding your son 's accountlt is my understanding that Cameron is scheduled to accompany [redacted] on their upcoming trip to Washington, D.Cand you have some concerns regarding receipt of paymentIn researching this matter, it appears that we have received the following payments on [redacted] 's behalf: $via online upon registration on June 5, 2015, two $checks via mail on August 28, and another $check via mail on September 14, It does appear that there was a delay in receiving the checks which eventually made their way to us on August 28, Our records indicate that this delay was due to payment being forwarded to an incorrect addressPlease accept my apology if this was not the caseIt seems that we are now in receipt of all payments previously forwarded and are certainly pleased with this resultFor future payments, if you are uncomfortable with the mail in option, there are a couple of other options we can provideWhen you registered online you had the opportunity to set up a MyTrip account which would allow you to make payments, track payments, check your balance and/or review your payment historyIf you have not already done so and prefer to make payments on line, I encourage you to set up a MyTrip account at your earliest opportunityPayments can also be made via phone by calling our customer support team at [redacted] I apologize for any confusion and/or frustration this situation has caused youHowever, I do hope that the explanation above addresses your concernsShould you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted] ) in RichmondSincerely, A [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]
Dear Mr***,Thank you for contacting WorldStrides regarding your and your daughter’s accounts It is my understanding that you and Kayde were scheduled to accompany [redacted] on their upcoming trip to [redacted] ***, but on February 16th you cancelled both account and continue to have some concerns regarding your refund On May 15th, when you registered online, you were presented with and agreed to certain Terms & Conditions Those Terms & Conditions provided a detailed explanation of the cancellation policy, fees, and the refund policies, as well as the $ non-refundable deposit and information regarding the Full Refund Program Fee During the enrollment process, you enrolled in the Full Refund Program which would protect your payments and provide a refund minus the Full Refund Program fee, non refundable fees, and non-refundable deposit if you, the Program Leader, school, or school’s administration needed to cancel at any time prior to departure for any reason Below is the exact language from our Terms & Conditions.Full Refund Program (FRP) Benefits: If you cancel beyond the seven day grace period, the Full Refund Program protects your payments and provides a refund*, less the FRP fee and Non-Refundable Fees, if you, the Program Leader, school, or school’s administration need to cancel at any time prior to departure for any reasonEnrollment in this program can be completed during the registration process and is optionalIf elected, the additional fee for the program will be added to the trip price on your first invoiceThe FRP fee is based on the trip price stated in your trip information letter.The amount you were refunded was the amount you had paid in $minus your $deposit on each account, the cost of the cost full refund program $on each account, and a $in monthly account handling fees ($per account) At the time of account cancellation we waived all of the late fees from both accounts as a courtesy, so those would not negatively impact your refund amount.I hope that this explanation addresses your concerns and that [redacted] is able to travel with WorldStrides in the future Should you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted] ) in Richmond.Sincerely, [redacted] ***VP Customer Service
Thank you for contacting WorldStrides regarding your daughter’s account It is my understanding that Megan was scheduled to accompany [redacted] on their upcoming trip to Paris, the Riviera and Italy However, in November you cancelled her account and continue to have some concerns regarding your refundOn February 13th, 2015, when you registered online, you were presented with and agreed to the attached Terms & Conditions These Terms & Conditions provided a detailed explanation of the cancellation and refund policies During the enrollment process, you chose to enroll in the Cancellation Protection Plus (CPP) Program which provides for a refund of “all program fee payments in excess of non-refundable fees.”The Terms and Conditions detail the program, in part, as follows:“The Cancellation Protection Plus (CPP) Program Benefits: At each participant’s option and for an additional fee of $25/day, participants can receive the following additional benefits beyond the insurance coverage included in the Program Fee and described above:a) You may cancel for any reason and all Program Fee payments in excess of Non-Refundable Fees will be refundedIf that reason is covered by the included Travel Insurance, the Travel Insurance policy will pay a portion and International Discovery Tours will refund the remainder If you cancel for any other reason, your refund will be paid in the form of fully transferable travel vouchers for amounts of up to $1,with all remaining amounts refunded in cashTo receive this benefit you must have made all scheduled Program Fee paymentsVouchers must be used for travel on an International Discovery program in either of the following two yearsSome restrictions apply.”On 11/you contacted our Customer Service Team to discuss the cancellation process and refund amount and were informed you would receive a refund of $voucher and $in the form of a check At that time we reviewed the Terms and Conditions with you and also sent a copy of the travel insurance brochure (underwritten by ACE, American Insurance Company) We strive to be transparent in our Terms & Conditions of travel We require that each participant acknowledge and accept the Terms and Condition prior to registration; copies of our Terms and Conditions are also available on our website & the travel insurance brochure is listed in the documents section of the My Trip portal for registered travelers We processed the cancellation and initiated the refund on 11/25.I apologize for the inconvenience and dissatisfaction this situation has caused you The $ voucher can be used in the next two years for travel and is fully transferrable to another traveler during that time period We are always disappointed when a student is unable to travel with us, but we hope that Megan is in a position to travel with WorldStrides in the future.Should you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted] ) in Richmond.Sincerely, [redacted] ***Vice President Customer Support
Dear Ms***,Thank you for contacting WorldStrides regarding your daughter’s accounts It is my understanding that [redacted] was scheduled to accompany [redacted] on their upcoming trip to [redacted] *** Our records indicate that you registered [redacted] via our website on March, 14th Upon completing the registration you would have received an EZPay Confirmation that would have shown the complete payment schedule and a first payment draft date of April, 24th On April, 18th we also sent an additional reminder email notifying you that your first payment was scheduled for April, 24th After review it does not appear we received your mailed request for cancellation and we searched our phone records for April, 15th, using the primary number on your account, but could not locate any record of a call received on that date Our records indicate we received the first request for cancellation via email on April 24th Below is a copy of the request received[redacted] Sent: Sunday, April 24, 5:PM To: Customer Service Subject: [redacted] ***I need to go ahead and cancel this tripI do not wish to be charged and the child has decided she does not want to attendDo not charge credit cardI have not received anything for billing[redacted] We responded to your email on 4/at 10:EST confirming we had received your request for cancellation and notifying you that your first payment had already had been withdrawn, but we would ensure all future payments were stopped.Thank you for contacting WorldStrides! This email is to confirm we have received your written request to cancel your accountSince you were signed up for EZpay, for the automatic payments, the first payment has already been charged on the account but I will stop all future payments.We have already begun the refund process and are providing a refund in the amount of $150, the $payment we received minus the $non-refundable deposit I will submit a request to have this refund rushed We certainly hope that [redacted] is able to travel with WorldStrides in the future Should you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted] ) in Richmond.Sincerely, Jessica S*VP Customer Service
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below World Strides states that I checked the box to accept their $cancellation fee I do not remember any screen providing that statment, nor did I click the box to accept that I did have that opiton at all I will not accept this responseIt was not on any screen that I saw I would have remember such a large cancellation fee I will not accept this response as it is not a resolution The fee is exorbitant and I did not see that screen I challenge that it was not there when I signed up in May Regards, [redacted]
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Thank you, for assisting me with this matterHowever, I am still not satisfiedThe main reason I cancelled the trip was because they gave misleading informationThey said the trip was one weeklong, my understanding it is only day tripI had no intention of canceling until I realized it was over pricedWhen I signed up I was aware of the $cancellation fee not any other feesThe cancellation agreement it's extremely small and should be more visible to the naked eyeSincerely [redacted]
WorldStrides has investigated the request from Mrand Mrs [redacted] and we have found the misapplied payment We have applied the payment of $ [redacted] to [redacted] 's account We apologize for the mistake and difficulties the [redacted] have experienced and have decided to reverse their payment plan fees The below email was sent to the [redacted] yesterday informing them of our resolution I first want to apologize for the time it took us to resolve your issue in researching the missing payment of $ [redacted] that was made towards [redacted] s WorldStrides tripWe were, unfortunately, at the mercy of one our payment processing vendors, and just received confirmation from them this weekBecause this issue was no fault of yours and we would like to make it up to you, we have refunded any fees on the account that are typically associated with the Advantage Payment PlanAfter the $ [redacted] was applied and the APP fees were reversed, a $ [redacted] credit was generated on the account, and you will be receiving a refund in the form of a check mailed to the address that we have on file ( [redacted] ***)It appears that one of our Customer Service Representatives reached out to you yesterday and left you a voicemail to confirm that the payment was found and applied to the accountWe wanted to also follwith you via email as we understand that a claim has been filed through the Revdex.comIf this issue has been resolved successfully to your satisfaction, please reply back to this email and confirm this with us as well as the Revdex.comPlease also confirm with us that we have your most updated mailing address on file for refund purposesI, again, want to stress our sincere apologies for the delay and inconvenienceWe look forward to hearing from you
Dear Ms [redacted] , Thank you for contacting WorldStrides regarding your son's account, it was a pleasure speaking to you todayUpon review there was an internal error that resulted in you not receiving your full refund dueWe apologize for the inconvenienceThe total refund due to you is $238.00, which we will process this Tuesday back to your [redacted] card on fileI hope this satisfies your outstanding concerns and thank you for working with us to resolve this matterI hope that Ryan is able to travel with WorldStrides in the futureShould you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted] ) in RichmondSincerely, Jessica Saha VP Customer Service
Dear Ms***:Thank you for contacting WorldStrides regarding your daughter’s account It is my understanding that [redacted] was scheduled to accompany [redacted] Middle School on their upcoming trip to Washington, D.C however you cancelled her account in November and have concerns regarding the online registration and payments process On October 15th, 2015, during the online registration process, you were presented with an option to sign up for our EZPay automated payment option This is a voluntary payment option which is selected during the sign up process This is our most popular payment option, but other payment methods are availablePrior to automated payments being withdrawn customers are sent a payment schedule for review and if there are any questions or concerns they can contact Customer Service to discuss alternative payment options We have several flexible payment options available to assist our parents’ individual needs On October 30th, you contacted our Customer Service Team and we removed you from EZPay and offered to work with you on an alternative payment option, but you declined and requested cancellation of the account We provided instructions on how to cancel the trip per our Terms and Conditions[redacted] is a screen shot of the payment selection screen and the Terms & Conditions acknowledgment As you can see, in order to move forward with registration you would have had to agree to the Terms & Conditions Those Terms & Conditions provided a detailed explanation of the cancellation and refund policies, as well as the $non-refundable deposit.I apologize for the inconvenience and dissatisfaction this situation has caused I hope that this explanation addresses your concerns and that [redacted] is able to travel with WorldStrides in the future.Should you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted] ) in Richmond.Sincerely, [redacted]
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Below was the email I sent to the company in response: Jessica S [redacted] Thank you for respondingNo, this is NOT the way that the contract is lead for the consumer to believeNor is it even what I was told yesterday; one rude rep, two supervisors I've been told multiple thingsOne which I understand a $depositFINEI understand that $goes to the total balance of the tripKey word "total balance." I was told I would get a refund for the 80% (your company said 75% just yesterday)I was given a figure two different dates $The supervisor even acknowledged that that's what I was quotedThat amount didn't make sense then, neither does the At this point this is hours+, states away and more trouble than it should've beenShe doesn't go to the school and we do not live in the stateI give you the 75%This makes up for the $depositIf I don't get the proper refund, I'm continuing with the Revdex.com Complaint Thank you, [redacted] Account Service Representative Commercial Services [redacted]
[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***
Dear MsLee: Thank you for contacting WorldStrides regarding your son's accountIt is my understanding that [redacted] recently accompanied [redacted] to [redacted] ***and you have some concerns regarding the tripI appreciate your patience as I researched this matterI have found that this group of participants traveling from [redacted] was scheduled, at the request of the Program Leader from [redacted] , to fly out of [redacted] on May Unfortunately, there were flight delays due to the terrible weather conditions this region was experiencing at the timeWorldStrides worked cJosely w]th the Program Leader to evaluate the situation and secure a new flight plan for the group as diligently as possibleUnfortunately [redacted] 's airport did not have a lot of options for a group of this size, which made booking additional flights challengingIt was our understandjng that the Program Leader was in direct contact with parents while the WorldStrides Tour Central team continued to assist with this matterWorldStrides secured additional accommodations, to include transfer buseshotel rooms, an outing to [redacted] , and compensated for all meals during the group's delay at no added cost to the participantsAdditionally, WorldStrides forfeited funds used to secure accommodations previously arranged for the group that were nonrefundable and unused due to the group being delayed by the weatherPlease let me assure you that our first priority is always the safety of our program pru.ticipantsStaff at our Tour Central offices in [redacted] ***., [redacted] **, and New York City are available hours a day via phoneThese trained professionals are prepared to answer your questions and handle emergencies that may arise at any timeAs WorldStrides has almost 300,participants traveling a year to destinations throughout the United States and the worldthe Tour Central offices are designed to focus on vital situations affecting the safety of our participants during the tour rather than refund and customer support issuesThose issues are handled by our Customer Support team during business hours[ am sorry to hear about your dissatisfaction with our Customer Support team's availability, but certainly hope that you can understand the necessity to handle situations in this mannerAlthough WorldStrides had no control over the acts of God that caused the delays for your son's group and we believe this situation was handled to the best of our ability in direct communication with the Program Leader, we do recognize that this caused you an inconvenience and dissatisfactionTherefore, as a matter of good faith, we have authorized a refund in the amount of $on [redacted] accountRefunds are processed in the manner in which payment was receivedYour refund check was processed on June 29, Again, I apologize for the frustration this situation has caused you and do hope that [redacted] is in a position to travel with WorldStrides again in the futureShould you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted] ) in Richmond [redacted] *** Paralegal/HR Assistant
Dear Ms [redacted] : Thank you for contacting WorldStrides regarding your son 's accountlt is my understanding that Cameron is scheduled to accompany [redacted] on their upcoming trip to Washington, D.Cand you have some concerns regarding receipt of paymentIn researching this matter, it appears that we have received the following payments on [redacted] 's behalf: $via online upon registration on June 5, 2015, two $checks via mail on August 28, and another $check via mail on September 14, It does appear that there was a delay in receiving the checks which eventually made their way to us on August 28, Our records indicate that this delay was due to payment being forwarded to an incorrect addressPlease accept my apology if this was not the caseIt seems that we are now in receipt of all payments previously forwarded and are certainly pleased with this resultFor future payments, if you are uncomfortable with the mail in option, there are a couple of other options we can provideWhen you registered online you had the opportunity to set up a MyTrip account which would allow you to make payments, track payments, check your balance and/or review your payment historyIf you have not already done so and prefer to make payments on line, I encourage you to set up a MyTrip account at your earliest opportunityPayments can also be made via phone by calling our customer support team at [redacted] I apologize for any confusion and/or frustration this situation has caused youHowever, I do hope that the explanation above addresses your concernsShould you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted] ) in RichmondSincerely, A [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]
Dear Mr***,Thank you for contacting WorldStrides regarding your and your daughter’s accounts It is my understanding that you and Kayde were scheduled to accompany [redacted] on their upcoming trip to [redacted] ***, but on February 16th you cancelled both account and continue to have some concerns regarding your refund On May 15th, when you registered online, you were presented with and agreed to certain Terms & Conditions Those Terms & Conditions provided a detailed explanation of the cancellation policy, fees, and the refund policies, as well as the $ non-refundable deposit and information regarding the Full Refund Program Fee During the enrollment process, you enrolled in the Full Refund Program which would protect your payments and provide a refund minus the Full Refund Program fee, non refundable fees, and non-refundable deposit if you, the Program Leader, school, or school’s administration needed to cancel at any time prior to departure for any reason Below is the exact language from our Terms & Conditions.Full Refund Program (FRP) Benefits: If you cancel beyond the seven day grace period, the Full Refund Program protects your payments and provides a refund*, less the FRP fee and Non-Refundable Fees, if you, the Program Leader, school, or school’s administration need to cancel at any time prior to departure for any reasonEnrollment in this program can be completed during the registration process and is optionalIf elected, the additional fee for the program will be added to the trip price on your first invoiceThe FRP fee is based on the trip price stated in your trip information letter.The amount you were refunded was the amount you had paid in $minus your $deposit on each account, the cost of the cost full refund program $on each account, and a $in monthly account handling fees ($per account) At the time of account cancellation we waived all of the late fees from both accounts as a courtesy, so those would not negatively impact your refund amount.I hope that this explanation addresses your concerns and that [redacted] is able to travel with WorldStrides in the future Should you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted] ) in Richmond.Sincerely, [redacted] ***VP Customer Service
Thank you for contacting WorldStrides regarding your daughter’s account It is my understanding that Megan was scheduled to accompany [redacted] on their upcoming trip to Paris, the Riviera and Italy However, in November you cancelled her account and continue to have some concerns regarding your refundOn February 13th, 2015, when you registered online, you were presented with and agreed to the attached Terms & Conditions These Terms & Conditions provided a detailed explanation of the cancellation and refund policies During the enrollment process, you chose to enroll in the Cancellation Protection Plus (CPP) Program which provides for a refund of “all program fee payments in excess of non-refundable fees.”The Terms and Conditions detail the program, in part, as follows:“The Cancellation Protection Plus (CPP) Program Benefits: At each participant’s option and for an additional fee of $25/day, participants can receive the following additional benefits beyond the insurance coverage included in the Program Fee and described above:a) You may cancel for any reason and all Program Fee payments in excess of Non-Refundable Fees will be refundedIf that reason is covered by the included Travel Insurance, the Travel Insurance policy will pay a portion and International Discovery Tours will refund the remainder If you cancel for any other reason, your refund will be paid in the form of fully transferable travel vouchers for amounts of up to $1,with all remaining amounts refunded in cashTo receive this benefit you must have made all scheduled Program Fee paymentsVouchers must be used for travel on an International Discovery program in either of the following two yearsSome restrictions apply.”On 11/you contacted our Customer Service Team to discuss the cancellation process and refund amount and were informed you would receive a refund of $voucher and $in the form of a check At that time we reviewed the Terms and Conditions with you and also sent a copy of the travel insurance brochure (underwritten by ACE, American Insurance Company) We strive to be transparent in our Terms & Conditions of travel We require that each participant acknowledge and accept the Terms and Condition prior to registration; copies of our Terms and Conditions are also available on our website & the travel insurance brochure is listed in the documents section of the My Trip portal for registered travelers We processed the cancellation and initiated the refund on 11/25.I apologize for the inconvenience and dissatisfaction this situation has caused you The $ voucher can be used in the next two years for travel and is fully transferrable to another traveler during that time period We are always disappointed when a student is unable to travel with us, but we hope that Megan is in a position to travel with WorldStrides in the future.Should you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted] ) in Richmond.Sincerely, [redacted] ***Vice President Customer Support
Dear Ms***,Thank you for contacting WorldStrides regarding your daughter’s accounts It is my understanding that [redacted] was scheduled to accompany [redacted] on their upcoming trip to [redacted] *** Our records indicate that you registered [redacted] via our website on March, 14th Upon completing the registration you would have received an EZPay Confirmation that would have shown the complete payment schedule and a first payment draft date of April, 24th On April, 18th we also sent an additional reminder email notifying you that your first payment was scheduled for April, 24th After review it does not appear we received your mailed request for cancellation and we searched our phone records for April, 15th, using the primary number on your account, but could not locate any record of a call received on that date Our records indicate we received the first request for cancellation via email on April 24th Below is a copy of the request received[redacted] Sent: Sunday, April 24, 5:PM To: Customer Service Subject: [redacted] ***I need to go ahead and cancel this tripI do not wish to be charged and the child has decided she does not want to attendDo not charge credit cardI have not received anything for billing[redacted] We responded to your email on 4/at 10:EST confirming we had received your request for cancellation and notifying you that your first payment had already had been withdrawn, but we would ensure all future payments were stopped.Thank you for contacting WorldStrides! This email is to confirm we have received your written request to cancel your accountSince you were signed up for EZpay, for the automatic payments, the first payment has already been charged on the account but I will stop all future payments.We have already begun the refund process and are providing a refund in the amount of $150, the $payment we received minus the $non-refundable deposit I will submit a request to have this refund rushed We certainly hope that [redacted] is able to travel with WorldStrides in the future Should you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted] ) in Richmond.Sincerely, Jessica S
*VP Customer Service
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below World Strides states that I checked the box to accept their $cancellation fee I do not remember any screen providing that statment, nor did I click the box to accept that I did have that opiton at all I will not accept this responseIt was not on any screen that I saw I would have remember such a large cancellation fee I will not accept this response as it is not a resolution The fee is exorbitant and I did not see that screen I challenge that it was not there when I signed up in May Regards, [redacted]
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Thank you, for assisting me with this matterHowever, I am still not satisfiedThe main reason I cancelled the trip was because they gave misleading informationThey said the trip was one weeklong, my understanding it is only day tripI had no intention of canceling until I realized it was over pricedWhen I signed up I was aware of the $cancellation fee not any other feesThe cancellation agreement it's extremely small and should be more visible to the naked eyeSincerely [redacted]
WorldStrides has investigated the request from Mrand Mrs [redacted] and we have found the misapplied payment We have applied the payment of $ [redacted] to [redacted] 's account We apologize for the mistake and difficulties the [redacted] have experienced and have decided to reverse their payment plan fees The below email was sent to the [redacted] yesterday informing them of our resolution I first want to apologize for the time it took us to resolve your issue in researching the missing payment of $ [redacted] that was made towards [redacted] s WorldStrides tripWe were, unfortunately, at the mercy of one our payment processing vendors, and just received confirmation from them this weekBecause this issue was no fault of yours and we would like to make it up to you, we have refunded any fees on the account that are typically associated with the Advantage Payment PlanAfter the $ [redacted] was applied and the APP fees were reversed, a $ [redacted] credit was generated on the account, and you will be receiving a refund in the form of a check mailed to the address that we have on file ( [redacted] ***)It appears that one of our Customer Service Representatives reached out to you yesterday and left you a voicemail to confirm that the payment was found and applied to the accountWe wanted to also follwith you via email as we understand that a claim has been filed through the Revdex.comIf this issue has been resolved successfully to your satisfaction, please reply back to this email and confirm this with us as well as the Revdex.comPlease also confirm with us that we have your most updated mailing address on file for refund purposesI, again, want to stress our sincere apologies for the delay and inconvenienceWe look forward to hearing from you
Dear Ms [redacted] , Thank you for contacting WorldStrides regarding your son's account, it was a pleasure speaking to you todayUpon review there was an internal error that resulted in you not receiving your full refund dueWe apologize for the inconvenienceThe total refund due to you is $238.00, which we will process this Tuesday back to your [redacted] card on fileI hope this satisfies your outstanding concerns and thank you for working with us to resolve this matterI hope that Ryan is able to travel with WorldStrides in the futureShould you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted] ) in RichmondSincerely, Jessica Saha VP Customer Service
Dear Ms***:Thank you for contacting WorldStrides regarding your daughter’s account It is my understanding that [redacted] was scheduled to accompany [redacted] Middle School on their upcoming trip to Washington, D.C however you cancelled her account in November and have concerns regarding the online registration and payments process On October 15th, 2015, during the online registration process, you were presented with an option to sign up for our EZPay automated payment option This is a voluntary payment option which is selected during the sign up process This is our most popular payment option, but other payment methods are availablePrior to automated payments being withdrawn customers are sent a payment schedule for review and if there are any questions or concerns they can contact Customer Service to discuss alternative payment options We have several flexible payment options available to assist our parents’ individual needs On October 30th, you contacted our Customer Service Team and we removed you from EZPay and offered to work with you on an alternative payment option, but you declined and requested cancellation of the account We provided instructions on how to cancel the trip per our Terms and Conditions[redacted] is a screen shot of the payment selection screen and the Terms & Conditions acknowledgment As you can see, in order to move forward with registration you would have had to agree to the Terms & Conditions Those Terms & Conditions provided a detailed explanation of the cancellation and refund policies, as well as the $non-refundable deposit.I apologize for the inconvenience and dissatisfaction this situation has caused I hope that this explanation addresses your concerns and that [redacted] is able to travel with WorldStrides in the future.Should you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted] ) in Richmond.Sincerely, [redacted]
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Below was the email I sent to the company in response: Jessica S [redacted] Thank you for respondingNo, this is NOT the way that the contract is lead for the consumer to believeNor is it even what I was told yesterday; one rude rep, two supervisors I've been told multiple thingsOne which I understand a $depositFINEI understand that $goes to the total balance of the tripKey word "total balance." I was told I would get a refund for the 80% (your company said 75% just yesterday)I was given a figure two different dates $The supervisor even acknowledged that that's what I was quotedThat amount didn't make sense then, neither does the At this point this is hours+, states away and more trouble than it should've beenShe doesn't go to the school and we do not live in the stateI give you the 75%This makes up for the $depositIf I don't get the proper refund, I'm continuing with the Revdex.com Complaint Thank you, [redacted] Account Service Representative Commercial Services [redacted]