Worldstrides

Review: My daughter was scheduled to go on a school trip to France and Italy. I bought the travel insurance. In the form it said cancel for any reason covered. We were told at the sign up that if any major terrorist attack happened within 6 months, the trip would be cancelled. I talked with the school point person and he said no, we will still go. So since we had the insurance, we wanted to cancel the trip. We weren't comfortable sending her somewhere by herself that was attacked by a major terrorist attack.(Paris) We were told that we would get 500 of the money in a voucher. The voucher can only be used on another trip through this company. And it can't be used this year. So I paid 275 dollars for insurance that I'm still losing 500 dollars for . It said cancel for any reason covered. When I asked the girl said, well yes terrorism is covered but it has to be within 30 days of the trip. When I signed up there were no details on anything about the insurance. It was very brief and sounded pretty solid to me. I do no want a voucher. I'm losing 775 dollars because I have a worthless 500 certificate and am out 275 for insurance that was bogus. I feel the information provided during the sign up was not the same information be given when I wanted to cancel. I feel this is very shady on their part. I would like to even now give the certificate to someone going on the trip, but that isn't allowed either. It has to be used next year NONE of this was told. I think it is deceptive on their part. At one time they had said they would consider letting me use it this year but the teacher had to call. When he did, they told him no it had to be next year and maybe I could sell it for 400 since that's a great deal for someone.???Desired Settlement: I would like my 500 dollars back in cash form. The voucher is worthless to me. I would also accept being able to use it on this trip this year if I could. I bought the insurance, it covers terrorism. I'm cancelling because of terrorism.

Business

Response:

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 refund. On

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 refunded. If 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 $1,500 with all remaining

amounts refunded in cash. To receive this benefit you must have made all

scheduled Program Fee payments. Vouchers must be used for travel on an

International Discovery program in either of the following two years. Some

restrictions apply.”On 11/23 you contacted our Customer

Service Team to discuss the cancellation process and refund amount and were

informed you would receive a refund of $500 voucher

and $2794.08 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 $500

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

Review: The company "lost" all of the payments I sent them. After approximately 5 hours on the phone, at my bank, faxing the company, and following up by e-mail the company was able to locate my payments. However, the company did not contact me to inform me that they have found my payment. At this time they refuse to provide instructions to prevent further lost payments and will not respond to e-mails which I have sent to make sure this does not happen again.Desired Settlement: I would like detailed information from the company regarding how to make a payment which will not be lost or I would like my son dropped from the trip and a refund offered.

Business

Response:

Dear Ms. [redacted]: Thank you for contacting WorldStrides regarding your son 's account. lt is my understanding that Cameron is scheduled to accompany [redacted] on their upcoming trip to Washington, D.C. and you have some concerns regarding receipt of payment. In researching this matter, it appears that we have received the following payments on [redacted]'s behalf: $49.00 via online upon registration on June 5, 2015, two $200.00 checks via mail on August 28, 2015 and another $200.00 check via mail on September 14, 2015. It does appear that there was a delay in receiving the checks which eventually made their way to us on August 28, 2015. Our records indicate that this delay was due to payment being forwarded to an incorrect address. Please accept my apology if this was not the case. It seems that we are now in receipt of all payments previously forwarded and are certainly pleased with this result. For future payments, if you are uncomfortable with the mail in option, there are a couple of other options we can provide. When 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 history. If 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 opportunity. Payments 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 you. However, I do hope that the explanation above addresses your concerns. 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, A [redacted]

Review: My husband and I were approached with a school program to take a group of children to Washington DC through our daughter's 8th grade social studies class over spring break 2015. Week of March 16th. We were told that if we were interested, we would need to sign up with the "Worldstrides" website and set up payment arrangements to pay the over $2,000 trip itinerary fee. We did that, and paid our initial $99 deposit on 9/17/14. We then paid our first scheduled payment of $499.00 on $10/15/14. They failed to set us up on automatic payments after three separate calls requesting them to do that, so we called and manually set up our final payment for $1,410.00 on 12/18/14, which according to them included a couple $15 late charges and a couple $6 "handling charges.

We were told that we only needed to buy the $199 cancellation coverage in the event WE could not make the trip at the last minute and needed to cancel. We had no intention of canceling and did not buy that.

Then in the beginning of January, 2015, the school administrator that was organizing the trip emailed all the parents and said the school was having to cancel the trip because too many students backed out. We were told we would get a FULL refund because WE didn't cancel, the school cancelled.

We were contacted by Worldstrides on 1/13/15 and offered for our 14 year old daughter to take another trip, with a group of strangers and fly alone and share a room with total strangers. We politely said no, and she said she would process our full refund within 2 weeks. We called several times after not receiving a refund at all, and were told they were not refunding our FULL $2,008.00, but only $1,683.00 due to the fact we turned down the offer for our daughter to travel half way across the country with complete strangers. WE did not cancel the trip, the school did. We paid $2,008 and want a complete refund. We were told this was a safe, guaranteed transaction and only non-refundable if WE cancelled, which we did not.Desired Settlement: We want our full refund of $2,008.00 that was paid in as stated below to our credit card they used for the charges:

$99 9/17/14

$499 10/15/14

$1,410 12/18/14

TOTAL = $2,008.00

Business

Response:

Dear [redacted] Thank you for contactingWorldStrides regarding your daughter'saccount. It is my understandingthat[redacted]was scheduled to accompany [redacted] on their trip to [redacted] departing March 15,2015. However, the trip was recently cancelled and you havesomeconcerns regardingyour refund.Unfortunately, this tripwas cancelled by Four Points Middle Schoolbecause there were less thanfive individuals signedup to travel. WorldStrides made an attemptto accommodate students with adesire to travel by offeringthem the opportunity to travel with our New WorldsEmerge Division,which allowsfor individual registration. We do appreciate the concernregarding this option andunderstand the decisionnot to accept.On September17, 2014, when you registered online, youwere presented with and agreed to certainTerms & Conditions.Those Terms & Conditions provided a detailed explanationof the cancellationand refund policies. Duringthe enrollment process, youchose not to enroll in the Full RefundProgram which"protects your payments and provides a refund*minus the FRP fee if you, theProgram Leader, school, orschool 's administration need to cancelat any time prior to departure forany reason.''Since you chosenot to enroll in the Full Refund Program, a refund in this instance wouldbeprocessed accordingto the Standard Cancellation Policy, which states:This policyapplies to participants who choose not to be enrolledin theFull RefundProgram. Within seven calendar days followingreceipt ofyour registrationconfirmation or initial paymentinvoice (whichever isreceived first),you may cancel your WorldStridcs program and receivea fullrefund. Beyond the seven day grace period, if you. the ProgramLeader, school, orschool administration cancel, WorldStrides will retain25% ofthe basetrip price* (minimum charge of$120 if base trip priceis $400 or more) ifyour cancellation letter is postmarked more than 75days priorto the group's departure, 50% of the base trip price* if yourcancellation letteris postmarked 45 to 74 daysprior to group's departure,or I00% of the base trip price* if yourcancellation letter is postmarked44 days or less prior to group's departure."However, giventhe circumstances of this situation.WorldStrides has made an exception andcancelled youraccount as if you had elected to enroll in the Full Refund Program. We have alsowaived all handlingand late fees associated with your account.Payments receivedfrom you total $2,008.00. This amount minusthe $99.00 non-refundable depositand $199.00 Full Refund Program Fee, results in arefund in the amount of$ I, 710.00. Refunds areprocessed in the samemanner in which they were received. Therefore.this amount will be refundedto the creditcard used for payment on the account.I apologize for the inconvenienceand dissatisfaction this situation has causedyou and do hope that[redacted]is in aposition to travel with WorldStrides in thefuture.Should you haveany further questions or concerns, please feel free to contactme directly at [redacted]

[redacted] We willbe providing a copy of this correspondenceas part of our response to the recentfiling you made with the Revdex.com (Case#: I[redacted]) in Richmond.

Consumer

Response:

I have reviewed the offer 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.

Review: I enrolled in and PAID for the FRP (Full Refund Program) while purchasing a trip for my child.

She will not be able to go on the trip. I sent the cancellation and FRP request.

I have an email from [redacted] - Customer Service Representative confirming the cancellation and stating the refund will take 4-6 weeks.

It has now been over 8 weeks and I have not seen a refund.Desired Settlement: Honor the FRP

Business

Response:

Dear Mr.[redacted]:Thank you for contacting WorldStrides regarding your daughter’s account. It is my understandingthat [redacted] was scheduled to accompany [redacted] on their upcoming trip to[redacted]. However, you have cancelled her account and are concerned regarding receipt of yourrefund.According to our records, you provided notice of cancellation on December 2, 2014. Upon receipt ofnotice, your account was noted and the refund process was initiated. Pursuant to yourcorrespondence with our Customer Service Department, refunds generally take four to six weeks tobe processed. Payments are made to the customer in the same manner in which they were received.Accordingly, your refund check was processed and issued on January 8, 2015. After being notifiedby you that the refund check was never received, WorldStrides put a stop payment on the initialrefund check. On February 12, 2015, another refund check was issued and mailed to you. It is myunderstanding that you cashed this refund check on February 17, 2015.I apologize for the inconvenience and dissatisfaction this situation has caused you, but am happy tosee that you received and deposited your refund.Should you have any further questions or concerns, please feel free to contact me directly at [redacted]

[redacted] We will be providing a copy of this correspondence as part of our response to the recentfiling you made with the Revdex.com (Case #:[redacted]) in Richmond.Sincerely, [redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. The business has perform this action and I consider this complaint resolved.

Regards,

Review: We signed up for a WorldStrides tour near the beginning of the 2014-2015 school year around after the initial payment payment we signed up for their EZ-Pay payment method. On 1/13/2015 the deducted about $7,100 dollars from our account. According to their representative this deduction should not have occurred 60 days prior to the trip (as it did) but 45 days prior to the trip. When I asked them to put the money back into my account they told it would take 30 days forcing me to accept the early withdrawal. It would seem that the money would not be returned in time for them to make the withdrawal at the proper time.

If they did refund the money it would not be in my account soon enough to make the real payment and then they would charge me a $35 dollar fee for insufficient funds for the payment at the proper time. Their solution was to stop payment, which you really can't do on an ACH transaction and they would waive the fee for that.

They took money from my account and left me in very bad position.Desired Settlement: The original discussion my wife had with the company was a payment plan where we were to pay $200 a month. According to their reps there was a link somewhere on the page to their APP plan. I would like them to refund me $6,700 apply $200 to each of our accounts (my wife's and mine) and put us on the $200 a month plan without any fees or service charges. I would also like to get my airline ticketing information so I can apply my mileage card and possibly upgrade with my airline points.

Business

Response:

RE: [redacted]Dear [redacted]I was sorry to hear about the issues you have experienced with your accounts.As you are aware, a refund has been authorized in the amount of $250.00. A check was processedand forwarded to your attention on February 12, 2015.Following are your e-ticket numbers so that you can work with the airlines to apply mileage pointsand discuss desired upgrades.[redacted]

[redacted]We continue to work with the airlines to ensure you are assigned to an aisle seat as requested.WorldStrides is proud to be the oldest, largest, and most trusted educational student travelorganization in the nation. We maintain an A+ rating with the Revdex.com because wereview and respond to every customer complaint with compassion and understanding.I apologize for the inconvenience and dissatisfaction this situation has caused you. However, I amconfident that you will have an extraordinary experience on his upcoming trip.Should you have any further questions or concerns, please feel free to contact me directly at [redacted]

[redacted]. We will be providing a copy of this correspondence as part of our response to the recentfiling you made with the Revdex.com (Case #:[redacted]) in Richmond.Sincerely,

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

When I registered for the trip for my son and myself, I had no idea I was going to get nickel and dimed and harassed with phone calls if I didn't pay on their schedule. Our school fundraisers had not even happened and I was charged $30 in "late payment" fees, on both accounts. They called my home number and left messages that I had missed a payment, like they were a bill collector. The due date for payment in full is still 4 months away. They took off the $15 late fees when I complained, but are now charging me a $6 "handling" fee each month, on both accounts. Not sure what this is fee is for. If my son wasn't so excited, I would cancel. But I will not be going on another Worldstrides trip again.

Review: I have been told they have financial problem ant refund my money. The financial department does not read emails. I have to wait for a review to make a decision on my refund. I called an canceled my trip and they won't honor my refund.Desired Settlement: I want a full refund please not $6.00 dollars a week. I want it all in full payment

Business

Response:

Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your son's account, it was a pleasure speaking to you today. Upon review there was an internal error that resulted in you not receiving your full refund due. We apologize for the inconvenience. The total refund due to you is $238.00, which we will process this Tuesday back to your [redacted] card on file. I hope this satisfies your outstanding concerns and thank you for working with us to resolve this matter. I hope that Ryan 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 Saha VP Customer Service

Review: Two months ago I made a knee jerk decision to send my daughter on a [redacted] trip with this organization through her middle school. I registered and made the $99 down payment. The site encourages one to sign up for the Easy Pay program which divides the total fee into 3 payments with the final remaining payment due in January. We could not commit to three large payments with the holidays approaching and some other unexpected expenses arising so we were paying what we could and were planning on paying a larger payment after the first of the year. My first red flag was with a $15 late fee that was tacked on when we didn't meet the due date. I contacted the company and they said they would reverse the fee, which they did. However, we did incur several $6 fees for NOT participating in Easy Pay. After my husband and I discussed our finances this past week, we decided to pull out of the trip. I went online to look at our account to see what we would be refunded and noticed that, we inadvertently signed up for something called the "Full Refund Program" for $179. I don't ever recall selecting this option on my registration online. What I found out is that the "Full Refund" program fee is another way for the company to keep your money should you decide to cancel. So, now they have my $99 non-refundable deposit PLUS the $6 monthly fees for not using Easy Pay, PLUS the $179 Full Refund fee. So, out of the $400 or so dollars I have paid, I am getting back $115. I am not sure if I would get anything back if I hadn't inadvertently chosen the Full Refund plan. How can they call if the Full Refund program when they are actually charging you MORE to give you LESS money back? I fully expected to not get the $99 back, but the $179? Really? Seems dishonest and predatory being that they work with schools. I guess most parents assume they are honest and reputable because they are trusted by their child's school. If I had done my homework, I would have seen all the complaints on the Revdex.com site and other blogs about this company. I have sent them an email asking for more information about the Full Refund Program which I did not KNOW I purchased but have had no response.Desired Settlement: First and foremost, I want my full $300 back. They can keep the deposit. Secondly, I want them to be change their billing contract practices to be more transparent. I don't want to read any small type. If it's below 12 point type on the internet, I cannot read it, therefore it is either A.) not important, or B.) deliberately being buried in effort to deceive the consumer.

Business

Response:

Dear [redacted]Thank you for contacting WorldStrides regarding your daughter's account. It is my understanding that [redacted] was scheduled to accompany [redacted] on their upcoming trip to [redacted]. However. you cancelled her account and continue to have some concerns regarding the amount of your refund.On October 2, 2014, upon completing the online registration process. you were presented with and required to agree to certain Terms & Conditions. Those Terms & Conditions provided adetailed explanation of the $99 non-refundable deposit, the cancellation and refund policies, and the Full Refund Program. During the enrollment process, you chose to enroll in the Full Refund Program which "protects your payments and provides a refund* minus the FRP fee if you. the Program Leader. school. or school's administration need to cancel at any time prior to departure for any reason." Pursuant to the Terms & Conditions, the Full Refund Program Fee for [redacted] trip was $179.00.The Terms & Conditions further explain payment plan options, handling fees and late fees which may be associated with your account. You chose to spread your payments out into installments rather than enroll in the EZ Pay program for payment. As explained in the Term & Conditions and noted on your invoices, "If you choose to follow the installment payment plan. WorldStrides charges a $6 non-refundable handling foe on each installment payment following your registration, except the initial deposit and the final payment.''In reviewing your account, I see that you made two payments. One on October 2, 2014 in the amount of $99.00 and one on November 21. 2014 in the amount of $300.00. Pursuant to the Terms & Conditions, you were charged a $15 .00 late foe for making a late payment and a $6.00 handling fee. Payments received totaled $300.00. This amount less the $99.00 non-refundable deposit, the $179.00 Full Refund Program Fee. the $15 late fee and the $6.00 handling fee results in a total refund in the amount of $l 00.00. However, we are making an exception and waiving the handling and late fees applied to your account. Therefore. you will receive a refund in the amount of$12l.00.Unfortunately, we are unable to provide a refund for the non-refundable deposit or the Full Refund Program Fee. I apologize for any inconvenience and frustration this situation has caused you and do hope that [redacted] 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 [redacted] in Richmond.Sincerely.

Consumer

Response:

I have reviewed the offer 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.

Review: I signed up with WorldStrides for my teenage daughter to take a trip to DC and NYC next year. After the initial payment of $200, I was unable to go forward with the trip. I was told by WorldStrides, after I canceled on July 27, that a refund of the initial payment, minus a non-refundable deposit of $45, would be returned to my bank account by September 3. When the refund never appeared in my bank account, I contacted WorldStrides and was told that my account had been reactivated by the company (not by me) and that I would need to pay an additional $200 in order to receive a refund of the initial $200. I am a recent widow with two children, one disabled, and $200 is not something I can easily afford for no services rendered. At no point on July 27 did their representative tell me that I would need to pay the additional $200.Desired Settlement: I simply want a refund of my initial payment of $200, minus the non-refundable deposit of $45, for a total refund of $155.

Business

Response:

Dear Ms. [redacted]: Thank you for contacting WorldStrides regarding your daughter's account. It is my understanding that [redacted] was scheduled to accompany [redacted] on their upcoming trip to Washington, D.C. However, you have recently cancelled her account and have some concerns regarding your refund. On May 11, 2015 , when you registered online, you were presented with and agreed to certain Terms & Conditions. These Terms & Conditions provided a detailed explanation of the cancellation and refund policies. During the enrollment process, you chose not to enroll in the Full Refund Program which ·'protects your payments and provides a refund* minus the FRP fee if you, the Program Leader, school, or school's administration need to cancel at any time prior to departure for any reason ." Since you chose not to enroll in the Full Refund Program, a refund in this instance would be processed according to the Standard Cancellation Policy, which states: ·'This policy applies to participants who choose not to be enrolled in the Full Refund Program. Within seven calendar days following receipt of your registration confirmation or initial payment invoice (whichever is received first), you may cancel your WorldStrides program and receive a full refund. Beyond the seven day grace period, if you, the Program Leader, school, or school administration cancel, World Strides will retain 25% of the base trip price* (minimum charge of $120 if base trip price is $400 or more) if your cancellation letter is postmarked more than 75 days prior to the group's departure, 50% of the base trip price* if your cancellation letter is postmarked 45 to 74 days prior to group's departure, or 100% of the base trip price* if your cancellation letter is postmarked 44 days or less prior to group's departure." In researching this matter I have found that you made a payment on May 14, 2015 in the amount of $49.00, a payment in the amount of $219.00 on June I, 2015 and another payment of $219.00 on July 28, 2015. However, the July 28. 2015 payment was declined and [redacted]'s account was assessed a $35.00 return check fee . Total payments received minus the nonrefundable deposit equal $219.00. Under the Standard Cancellation Policy, you would not be due a refund in this instance. However, World Strides made an exception and provided you with a refund of all monies paid minus the nonrefundable deposit and return check fee. In order to make that exception and override our system, the Customer Support Representative handling this matter had to reinstate the account and cancel as an exception. There was never a need for you to make additional payments in order to obtain a refund. I am sorry that this was not clearly communicated to you upon cancellation. I apologize for any confusion and/or frustration this situation has caused you. However, I do hope that the explanation above addresses your concerns. 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. Christi Carel

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

[redacted]I have accepted the company's refund, however it should be noted that they misrepresented the terms of the original contract. Unfortunately, those who enroll in their program cannot duplicate the online enrollment process again to verify the original agreement. It is sad, to me, that an organization which promotes "education" should be so willing to take advantage of parents and children who enroll with them.

Review: I cancelled my childs trip mailing them a letter on the 10th. I also spoke to customer service on the 15th who said it would be cancelled and I would not be charged. Upon checking my account on the 24th, I was pending a charge from them. I immediately sent them an email request to stop the draft and cancel the service. The charges were still put through. I also had a $370 credit on the account and I was previously told I would not be drafted till May. There was enough money there to cover the first few payments. member id [redacted]Desired Settlement: I want a refund of the $199. I followed correct procedure and was told it was taken care of but it was not. There was also a credit on the account so I should not have been drafted until May. I was never notified of the april draft. I want this refunded immediately. what a scam. there are several bad reviews out there about this company.

Business

Response:

Dear Ms. [redacted],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, 2016 5:11 PM To: Customer Service Subject: [redacted]I need to go ahead and cancel

this trip. I do not wish to be charged and the child has decided she does not

want to attend. Do not charge credit card. I have not received anything for

billing.[redacted] We responded

to your email on 4/25 at 10:05 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 account. Since 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 $199 payment we received minus the $49 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[redacted]VP Customer

Service

Consumer

Response:

[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.]

I will be looking for the credit to the account. I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I sent in a written request to cancel a trip for my minor child. I was sent an email saying my request was received and that I would get a refund no later than 10/27. I called customer service because 10/27 had passed and no refund was received via mail. The first customer service rep I spoke with was nonchalant said she didn't see anything and ended the call. I called again the following week and spoke with a 2nd rep who referenced the last rep's notation. I advised her an email was sent to me from World Strides saying I was due a refund. She then ask me to email her directly a copy of the refund notice. The rep was very concerned that the email was sent. The rep emails me back after viewing the proof I submitted to her saying nothing could be done. How can this be when it was from their company? This is not acceptable and companies don't send out statements saying a refund is due then retract their statement. The statement in question can be used in court. Thank you for holding good on your written statement to my personal email address.Desired Settlement: I want a full refund. I can provide a copy of the email sent from World Strides saying I would get a refund by 10/27.

Business

Response:

Dear [redacted]Thank you for contacting WorldStrides regarding youraccount. It is my understanding that you sent in a written request to cancelTrip #[redacted] and that you were sent an email on 9/12 noting that your requestwas received and that you would get a refund no later than 10/27. You called inour Customer Service group twice and were told no refund would be issued.Per the email you were sent from WorldStrides, your entiredeposit refund of $300 will be sent to you the week of January 5th,2015.I apologize for the inconvenience and frustration thissituation has caused you and do hope that you will be in a position to travelwith WorldStrides in the future.Should you have any further questions or concerns, please feelfree to contact me directly at [redacted]. We will be providing a copy of thiscorrespondence as part of our response to the recent filing you made with theRevdex.com (case#[redacted]) in Richmond.Sincerely,[redacted]

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I have paid a total of $841 in payments for the trip my daughter and me were going to go on in June 2016. I had to cancel because of work obligations. They say I am only getting $387 in refund. I would like to get the total of $841 in payments I paid in to this company. I have reviewed other complaints with the Revdex.com and people are having the problems I am. I feel very cheated because when I talked to these people and stated I have the full refund program they said I am only getting partial refund because of so called fees that I new nothing about. They are misleading people with the lure of full refund and only refunding partial. I feel like we have been scammed and we were paying way too much for the trip.Desired Settlement: I want the full refund of $841 I paid to this company.

Business

Response:

Dear

Mr. [redacted],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, 2015 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 $49

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 reason. Enrollment in this program can be completed

during the registration process and is optional. If elected, the additional fee

for the program will be added to the trip price on your first invoice. The 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 $939 minus your $49 deposit

on each account, the cost of the cost full refund program $179 on each account,

and a $96 in monthly account handling

fees ($48 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

Consumer

Response:

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.

Review: My child's school [redacted] located in New Orleans, La afforded the 8th grade class to partake in a class trip sponsored by Worlstrides Travel. After receiving the information packet regarding the trip including its terms and conditions, I was satisfied. I was especially satisfied after learning of the refund insurance which was an extra cost( which I purchased)..Unfortunately, a family emergency has taken place and my child can no longer attend the class trip. I have documentation proving I purchased the full refund insurance which would allow me to receive my full payment back. I also have the receipts and bank statements showing transactions made to Worldstrides. I have been in contact with [redacted] of Worlstrides. She emailed me a receiptfor my full refund upon my request. Worldstrides promises a full refund 4- 6 weeks after a refund has been requested by the customer. It has been long over 6 weeks and I've only received a payment of $149.00. This is not nearly the amount I have paid to Worldstrides for my daughter's class trip. It feels as if I'm pulling teeth to get a response from them or any representative. This company is very unprofessional and has caused my family and I great agnony. I do have all receipts, bank statements, recorded statements and emails as it relates to my full refund. I will contact my daughters school and advise them of this horrible experience with a company whom they have been sponsoring 8th grade class trips through for the past several years. Worldstrides expected every payment on time from my family, yet they have not offered the same professionalism that I have when payments were due. My daughters account number is [redacted].Desired Settlement: Refund

Business

Response:

Thank you for contacting WorldStrides regarding your daughter's account. It is my understanding that [redacted] was scheduled to accompany [redacted] on their upcoming trip to Washington, D.C. However, you recently cancelled her account and continue to have some concerns regarding your refund. On October 18, 2014, when you registered on line, you were presented with and agreed to certain Terms & Conditions. Those Tenns & Conditions provided a detailed explanation of the cancellation and refund policies, as well as the $99 non-refundable deposit and Full Refund Program Fee. During the enrollment process, you chose to enroll in the Full Refund Program which would protect your payments and provide a refund minus the Full Refund Program fee 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. Pursuant to the Terms & Conditions, the Full Refund Program Fee for[redacted] trip was $159.00. The Terms & Conditions further explain payment plan options, handling fees and late fees which may be associated with your account.You chose to spread your payments out into installments rather than enroll in the EZ Pay program for payment. As explained in the Terms & Conditions and noted on your invoices. "If you choose to follow the installment payment plan, WorldStrides charges a $6 non-refundable handling fee on each installment payment following your registration, except the initial deposit and the final payment."As you are aware, payments received from you total $428.00. This amount minus the $99 nonrefundable deposit, the $159 Full Refund Program fee, and the $6.00 handling fee, results in a refund in the amount of$164.00. Accordingly, $164.00 was refunded on January 15, 2014 to the credit card used to make payment. Unfortunately, we are unable to provide a refund of the non-refundable deposit or Full I Refund Program fee. However, we have made an exception and waived the handling fee associated with your account. Therefore. An additional $6 is being promptly refunded to the credit card.I apologize for the inconvenience and dissatisfaction this situation has caused you and do hope that[redacted] is in a position to travel with WorldStrides in the future. Should you haveany 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.

Review: My daughter's school used World Stride for a class trip to be taken original in the latter part of May. The set price of the trip was $635 which had to be paid in full by the beginning of March 2014. Sometime in early 2014, World Stride changed the original date (not the school's doing) of the trip and moved it up to May 9th-10th. The trip was completely paid in full by the March due date, which was required, otherwise World Stride wouldn't have allowed her to go.

One month later, (after the fact), I receive a June bill/statement for an additional $25.00 with the transaction/description "Estimated Small Group Charge". First of all, I paid my bill in full. Second, you don't bill after the fact or after a trip was already taken. Thirdly, we didn't change the original date of the trip - World Strides did and put us with a smaller group - I have no control over that! They are just trying to get more money out of me and it's very bad business practices.Desired Settlement: I want the $25.00 taken off my bill. I had no control over which schools or groups they put my daughter's class with when they cancelled the original date and rescheduled them for an earlier or different date. When I called and asked to have the charge removed they were rude and unyielding.

Business

Response:

Dear [redacted]:

Thank you for contacting World Strides regarding your daughter's account. It is my

understanding that [redacted] accompanied [redacted] on their recent trip

to Gold Country, Sacramento and [redacted] and that you feel misled regarding the small

group adjustment for this trip.

Upon registration, you were presented with and agreed to certain Terms & Conditions. These

Terms & Conditions clearly state that the "price quoted is based upon a minimum number of

travelers" and that "the price is also subject to adjustment if the minimum enrollment is not met".

Upon registration, you were presented with and agreed to certain Terms & Conditions. These

Terms & Conditions clearly state that the "price quoted is based upon a minimum number of

travelers" and that "the price is also subject to adjustment if the minimum enrollment is not met".

Unfortunately, we are not inclined to waive the small group fee from your daughter's account.

However, we have made an exception and waived the late fees totaling $18, which covers the

remaining balance on the account. Your balance is now $0.

I apologize for the frustration this situation has caused you and do hope that [redacted] had a

wonderful experience while traveling with WorldStrides.

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.

Review: On December 1st I sent an email to worldstrides requesting that they do not pull the December 4th payment from my bank account. On their website that shows your payments and information, that is the only option there is. No phone number is listed there. On December 6th I noticed that they pulled the payment out of my account causing me to have an overdraft fee of $30 and the $180 payment was returned to them. I called them at that time and asked them to remove me from their easy pay program and I let them know that I was upset over them still pulling the money out when I requested them not to. They offered no resolution to help fix their mess up, but they did remove me from their easy pay program, which I also have an email confirmation of. I was told that no more money would be pulled out of my account. I thought that would be the end of it. On December 13th the $180 was pulled from my account again. I contacted them and told them that this should not have happened. They told me it was my banks fault. I contacted my bank and they told me that worldstrides had sent the payment through again. I contacted worldstrides yet again and spoke to a lady who offered me no help again. I told her that I needed the payment back in my checking account and that I did not authorize it. She told me that I would have to wait 30 days to receive the money back. I asked to speak to her manager (who I was told was named [redacted]) and he was busy. She was suppose to leave a message for him to call me. I never received a phone call back. Two days later I called again (to fix another screw up the school had made) and asked for [redacted]. I was told again that he was unavailable. I told the lady this time that I needed to him to call me back and that I had been waiting on his phone call. At this point this has been since December 19th and I have yet to receive a phone call from [redacted] or receive the $180 that was taken out of my account with out my permission.Desired Settlement: I would like them to refund the $30 overdraft charge that they have caused and credit my checking account back now, not a check in 30 days. I would also like to know why I never got a phone call back. I had to borrow money from someone else to cover my electric bill since they took the money out of my account and that caused me to be unable to pay that. My mother in law was going to pay the balance of this account off after his fundraising money went in to the account so now I am out the $180 and the $30.

Business

Response:

Dear [redacted]:

Thank you for contacting WorldStrides regarding your Son's account. It is my understanding that [redacted] is scheduled to accompany [redacted] on their upcoming trip to Washington, D.C. and you have expressed concerns regarding [redacted] payments and customer service calls.

According to our records, the following payments have been received; $99 on October 14, 2013 via [redacted], $50 on October 16,2013 by [redacted] on October 31,2013 via [redacted], $180 on December 4, 2013 va [redacted], and a [redacted] has been applied in the amount of $[redacted].

Unfortunately, we did not receive your email request in time to cancel the [redacted] program beofre the December 4, 2013 payment. I am sorry to hear about your hardships due to the lack of funds upon withdrawl. However, we are unable to provide reimbursement for the $30 fee charged by your bank due to insufficient funds.

As you are aware, the customer service number is on the email reminders you receive for the [redacted] program as well as the website under "Contact Us". Further, the following can be found easily in the FAQ's section on our website:

How can I cancel or remove [redacted]?

"[redacted] can be removed from your account by calling Customer Service at [redacted] at least 72 hours prior to the next scheduled [redacted] draft. For participants traveling from Mexico, please call [redacted]. The account will be subject to handling fee for each billing cycle and late installment charges if payment is not received by the indicated due date. After removing [redacted], you will receive mailed invoices."

We do not have any record of payment on December 13, 2013. The draft may be a result of your bank's policy following insufficient fund withdrawals. Many banks will attempt a redraft afterwards up to seven days. Unfortunately, this is not something that WorldStrides has control over.

I apologize that you did not receive a phone call from a manager in a timely manner as you were advised. I have spoken with [redacted], Customer Service Manager, and he will be reaching out to you via phone very soon to discuss this matter further. If you do not hear from him shortly, please feel free to call the customer service number, [redacted], and ask to speak with him directly.

I apologize for the inconvenience and dissatisfaction this situation has caused you. However, I am confident that [redacted] will have an amazing and life changing experience as he travels with WorldStrides to Washington, D.C. in May.

Should you have 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.

Sincerly,

Paralegal/ HR Assistant

Consumer

Response:

I have reviewed the offer 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.

The company has made no attempt to reconcile any differences. The attempts that had been made by me to get this matter resolved have still been unsettled nor any of the funds that have been taken with out permission have been refunded. [redacted], the manager has not contacted me. I have attempted to contact him twice unsuccessfully before and not going to attempt to call him again as I always get told he is unavailable. They did not make any mention that on the webpage that the only thing to "contact us" is by email. If anything, they should be responsible for the $30 fee that they have caused by pulling the money out of my bank account after I had requested them not to.

Here is also the email dated December 1st that shows my request was sent before 3 days ahead of time.

Me

To [redacted]

Review: My daughter school was setup to go on a trip to Washington D.C. in April 28 of 2016. However the once I paid the trip off for myself and donations were made by family and friends for my daughter trip..Worldstrides cancelled the trip on 2/16/16(not me nor the school). The leader was not made aware of this(school) nor were anyone that was schedule for the trip. We found out more than a month later. Worldstrides was still sending emails to us during this time period to prepare for the trip. Now I get they had a refund program but I was not at all cancelling the trip so I did not see a need to pay someone $99.00 for me to get a full refund of my own money. Instead they gave me $230 of my full $702 and non of the people who donated to my daughters account will get their money back, I have to pay everyone their money back which is a total $582-$131 that they did refund back to that account. I am ok with them keeping the deposit but I think that it is not fair for people to have to pay to receive their own money back. I will be writing letters to my local news channel for them to do research and report this on the news so that other families are aware of this. I am a single more who now is having to loss $1000 because of what I paid and having to reimburse people who donated I am not like Worldstrides I believe in giving people their hard earned money back. I have also filed a claim with my bank and informed them of the above, it is under investigation.Desired Settlement: Refund – of the amount paid for products or services if they were not delivered or were unsatisfactory.

Business

Response:

Dear Ms. [redacted],Thank you

for contacting WorldStrides regarding your accounts. After review it does appear that there was a

processing error that resulted in you not receiving the full refund amount on

your accounts. Due to the cancellation

of this trip we are refunding you for all funds paid into your account and we

have begun the immediate process of issuing those credits. That refund will be provided via the method

received, so all of your donors will receive their refunds directly to their

credit cards.I apologize

for any inconvenience and I thank you for bringing this to our attention so we

could resolve. 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, [redacted]

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: My daughters middle school planned a trip to Washing DC and New York over Spring Break of 2015. Due to unforeseen circumstances we had to switch travel companies. We switched to Worldstrides after they assured us that they could accommodate our group. WS agreed to a discounted student rate of $2400 (v. $2550) and extended the sign up date until 1/30/15 with no additional late fees.

After multiple attempts to contact the company to register, including hours of hold time, we were promised multiple times that we would be contacted by the CS Team Leader. Only a few of the group were actually ever contacted. I, Myself, left several voices mails that were never returned. When we finally were able to finally speak to WS for registration, we ran into problem after problem. Rates were not correct, fees were added and the sign up date had not been extended. There were multiple emails from the WS agent stating they had been corrected or waived, however that was not the case and the date was never extended.

As of 1/30/15 everyone student had been signed up and paid in full. However on 2/2/15 we received on email from WS stating "Reaching out to you...the 2015 trip will be postponed until 2016. it will be more beneficial to the group to travel in 2016. I am working on putting together a 2016 package." When questioned as to why, because our group did not agree to this, the reasoning from WS was that our "group was not able to form in time" and exceptions had been made to extend the deadlines. In fact, every member of our group was signed up and paid in full within the dates given to us in writing by WS. Our group demanded refunds and were told we "will get a refund without a problem".

I know one member of our group reached out om 2/5/15 asking about the refund and they were told the refunds were "in process". I contacted WS on 2/9/15 after several attempts and was told the refunds were being processed that day. Still they have no response with a time frame.Desired Settlement: I am requesting a full refund be issued immediately to every member of our group ([redacted]). I know this to be possible. Any payments that were received by WS that were by check should be overnighted at WS expense in a refund check and all Credit/Debit cards should be credited back. This refund was promised by WS and needs to be issued.

Business

Response:

Good Afternoon, Ms. [redacted]. I hope this email finds you well. We have received notice of the above referenced complaint filed with the Revdex.com. I apologize for the delay in my response to this matter. Please also accept my apologies for the difficulties you experienced in trying to reach our Customer Support Team during the month of January. Unfortunately, due to a customer outreach program we ran during this time, we experienced an unusually high volume of calls which led to unacceptably long waiting periods for customers. In researching this matter, I have been informed that the 2015 trip previously planned was cancelled by the program leader and that WorldStrides is currently working with him to plan an exciting new trip for 2016. It is my understanding that each participant registered for the 2015 trip has been provided a full refund. Please do let me know if you have not received your refund and I will follow up with the [redacted] to determine the status. Thanks so much. Have a great day. [redacted]

My daughter had a trip that I paid for and use a debt card and then the trip she wasn't able to attend . I requested a refund that I paid and have no success getting my money back. I would not recommend using this company with their excuses and the run around you get when you paid for insurance and can't get your money back !!

Review: I've been given te run around with worldsrides since I started making payments! When I signed my daughter up I was told that worldsrides was here to help us in which ever way they could and I have spoken to numerous supervisors regarding eztra fees as well as needing a little more time to pay! My mistake was not realizing that I received a new debit card and forgot to change it however I was called and threatened by [redacted] from the financial dept that my daughters trip qas going to be cancelled over a 50 dollar payment! I then spoke with [redacted] to put a formal complaint on ms [redacted] and ms [redacted] assured me my daughters trip would not be cancelled and that I was able to make the payment this week 02-03-2016 . I then attended the last meeting for the trip on 02-02-2016 to be humiliated by the teacher telling my daughter and I that her trip was cancelled! I left [redacted] a voicemail last night as soon as I walked into my house and requested that a manager not a supervisor call me in regards to this matter she then had [redacted] call me who was a supervisor/team lead not a manager and he as well was rude and did not want to provide me with his employee ID number nor his last name so that I can file a complaint on mr [redacted] as well! I never recieved any feedback from [redacted] in regards to ms [redacted] and her threats and rudeness! Its seems that they're only concerned about the money and not our children! I call that false advertisement!Desired Settlement: I would like to her from Mr Jim Hall ceo himself with a resolution to my issue as well as the other parents that have been disrespected and treated poorly and a guarantee that his employees will all take some more customer service training!

Business

Response:

Dear

Ms. [redacted]:Thank

you for contacting WorldStrides regarding your daughter’s account. It is my understanding that [redacted] was scheduled

to accompany [redacted] on their upcoming trip to Washington, D.C. on 2/13/2016 however her account was

cancelled when you were unable to honor the payment terms & conditions required

for the trip.On

May 13th 2015 when you registered online, you were presented with

and agreed to certain Terms & Conditions.

Those terms and conditions outline the payment options and associated

fees. If you register directly with WorldStrides, you will have three

payment options: (1) pay in full, (2) make regularly scheduled installment

payments under an installment plan established by WorldStrides, or (3)

establish automatic payments to be charged to your checking account at a U.S.

banking institution via WorldStrides EZPay program. If you choose to follow the

installment payment plan, WorldStrides charges a $6 non-refundable handling fee

on each installment payment following your registration, except the initial

deposit and the final payment. There are NO HANDLING FEES associated with

payments made through the EZPay program.The

final payment due date for this trip was 11/30/2015. On 11/20/2015 you contacted Customer Service

to advise them that you would be unable to pay for the trip by the final

payment date. Our Customer Service Team

worked with you to set up an extended payment plan that would allow you to pay

$50 each month in December, January, February, and the remaining balance by

3/31/2016. At that time our Customer

Service Team also courtesy waived $24 in processing fees on the account at your

request. On 1/12/2016 your agreed

installment of $50 was declined. You

were contacted by the Financial Service Representative assigned to your account

on 1/26/2016 to request the scheduled payment of $50 within the next 24 hours

to keep your account in good standing and avoid cancellation. You informed the associate you were unable to

make that payment and after speaking to our Customer Service Manager we agreed

again to provide you an additional payment extension until 1/29/2015 to make

the $50 payment, but if unable to make the payment by that date the account

would be cancelled. The manager made a

courtesy call to you on the 1/29/2015 regarding the payment and you advised her

you were unable to make the payment on the agreed date and disconnected the

line. The account was then cancelled. We

take our customer concerns very seriously and I have personally listened to

each phone call between yourself and the associates you referenced in your

complaint. After review we stand by our

associates and disagree with the characterization of your interaction with our

Customer Service Team. All of the associates

were professional and attempted to assist you in this challenging situation.I

apologize that in this circumstance we were unable to meet your

expectations. We have in good faith attempted to work with

you and demonstrate our desire to have [redacted] travel with us including

granting $220 in financial aid towards your account; courtesy waiving processing

fees; setting up an extended payment plan past your travel date; and giving you

additional time to make the $50 declined payment. Unfortunately, despite those efforts we were

unable to come to agreeable terms to keep the account in good standing. We will provide a full refund of all monies

paid towards the account including the non-refundable deposit, which is $519.Should

you have any further questions or concerns, please feel free to contact me

directly at (434) 951-8455. 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]

Consumer

Response:

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,

This Company has got to have the WORST Customer Service Department EVER! Due to a lack of communication on BOTH parties, my daughter will NOT be able to attend her much earned Graduation Trip. Over a $50 payment. After continuously requesting to speak to a Supervisor I was rerouted to various customer service reps. That were anything but helpful, [redacted] was extremely rude and disconnected the call. I called Customer Service requested a supervisor, and was connected with a Supervisor named [redacted], who was very helpful and we reached an agreement regarding the $50 payment. Going to the school on the 2nd of Feb. I was informed that my daughter was being dropped from the trip for lack of payment. The next day I called and was not able to contact Ms. [redacted], spoke with a Rep. named [redacted], who was extremely rude and stated that the decision was already made. Again I asked for a Supervisor and was denied. Frustrated with the run around, I made a complaint with the Revdex.com, immediately after that, I receive a phone call and an E-mail from the VP of Customer Service basically defending her employees and canceling my daughters trip and giving me a FULL REFUND (although it's against policy)! I am also sending you another e-mail from Worldstrides, that I received on Saturday Feb. 6th 2016 at 12:01am stating that I contact them to resolve the issue, giving me a sense of false hope. So when I call first thing Monday morning, I was informed that since the refund was sent, disregard that e-mail! I never requested a refund. All I wanted was for my daughter to attend her Graduation Trip.

Review: In order to attend a school field trip in spring 2015, we were required to register and begin payments in spring 2014 (before my daughter was even attending the school). They would not allow us to not make payments and just pay in full by the deadline. In May 2014, we learned of the schools financial troubles and they were contemplating closing the school at the end of the 2013/2014 school year. Wanting to be certain of where my child would attend school in the fall, we selected another school. Therefore, we canceled the reservation for the spring 2015 school field trip in May 2014. I understand not receiving a refund on our registration fee. But, no refund of the payments we have made is just a bit ridiculous. They could not provide details on any payments they had made in relation to the trip, so I am sure almost a year in advance they haven't actually spent any money on our behalf for the trip.Desired Settlement: I would like a refund (less the $49 registration fee) for each of the registrations in my family (3) which totals $557.

Business

Response:

Dear [redacted]:

Thank you for contacting WorldStrides regarding your accounts. It is my understanding that you, [redacted], and [redacted] were scheduled to accompany [redacted] on their upcoming trip to Washington. D.C with side trips. However, you recently cancelled all accounts and requested a refund.

On March 17.2014, upon completing the online registration process, you were presented with and required to agree to certain Terms & Conditions. Those Terms & Conditions provided a detailed explanation of the cancellation and refund policies. During the enrollment process, you choose not to enroll in the Full Refund Program which ''protects your payments and provides a refund* minus the FRP fee if you, the Program Leader, school or school's administration need to cancel at any time prior to departure for any reason."

Since you chose not to enroll in the Full Refund Program, a refund in this instance would be processed according to the Standard Cancellation Policy, which stales:

This policy applies to participants who choose not to be enrolled in the Full Refund Program. Within seven calendar days following receipt of your registration confirmation or initial payment invoice (whichever is received first), you may cancel your WorldStrides program and receive a full refund. Beyond the seven day grace period, if you, the Program Leader, school, or school administration cancel. WorldStrides will retain 25% of the base trip price* (minimum charge of $120 if base trip price is $100 or more) if your cancellation letter is postmarked more than 75 days prior to the group's departure, 50% of the base trip price'* if your cancellation letter is postmarked 45 to 74 days prior to group's departure, or 100% of the base trip price* if your cancellation letter is postmarked 44 days or less prior to group's departure."

As you are aware, payments received are as follows:

[redacted] - $49.00 deposit on March 17,2014; $179.00 payment on April 17.2014.

[redacted]-$49.00 deposit on March 17,2014; $179.00 payment on April 17.2014.

[redacted] - $49.00 deposit on March 17,2014; $199.00 payment on April 17.2014.

The trip price for this program is $2,364.00. Cancellation notice was received on June 9, 2011 which was beyond the seven day grace period, but more than 75 days prior to the group's departure date. Therefore, pursuant to the Terms & Conditions, WorldStrides retains 25% of the base trip price, which in this case would be $591 .00. Payments on each of your accounts were well below the retention amounts, consequently. no refund would be due.

I trust this explanation helps to answer your questions regarding your refund request.

I apologize for the inconvenience and frustration this situation has caused you and do hope that you will all be 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 your made with the Revdex.com (Case #: [redacted] ) in Richmond.

Sincerely,

Paralegal/HR Assistant