I can't get my money back - Opodo

Themarinka

Hello,

I have been erroneously charged for another year of Opodo's prime membership (there was a technical error with my account and it wasn't cancelled on time). I called them, they apologized and promised my money will be refunded within next 72hrs. That was on 03/04/23. Five phone calls later and literally hours on the phone, I'm nowhere closer to getting my money back. It did/does cause a lot of frustration and a lot of wasted time. The customer service center is outsourced, no-one seem to take any notes and every single time I have to explain why I'm calling. I have asked to speak to a manager but every time I'm told no-one is available and they will call me back within 24hrs but no-one ever does. I'm dreading another call as it's going to be the same - hundreds of apologies and no action. I have asked for the phone no of their office in the UK but was told the company is Spanish and they don't have an office in London. I know they have headquarters in London and I have written a letter to the Director but have doubts anyone have read it. I'm stuck and don't know where to turn to - they're not saying 'no refund', they're just not doing anything about actually refunding the money. Is there an ombudsman service I can complain to?  

Will be grateful for any advise as this appalling 'customer service' drives me insane.

DullGreyGuy

you have it in writing that it was an error? Put a chargeback through on whichever card it was you used.

Themarinka

i don't have it in writhing unfortunately - this is what I was told on the phone.