I was in process of booking a ticket on the phone with an agent. This agent was hard t...

GetHuman928063's customer service issue with Greyhound from July 2018

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The issue in GetHuman928063's own words
I was in process of booking a ticket on the phone with an agent. This agent was hard to understand throughout the call, and at times the call cut out while she was reviewing my information. She explained the cost of the ticket, which I was booking for a family (client with * small children) that I work with at a women's shelter due to a medical crisis. While still speaking with the agent I was advised that the family had found alternate transportation and would not need the bus. At that time, I was under the impression that the ticket was a) refundable (since the woman stated this or at least that is what I understood) and b) not completed yet. I advised the agent to cancel the transaction. She stated at that time it was unable to be refunded, however since the transaction was not yet completed, she would be able to refund the ticket. The agent transferred me to customer service to process the refund. I was on hold for approximately ** minutes before speaking to customer service. They asked me for a confirmation number, which I could not provide as it had not been provided to me since the transaction was not completed. I was then informed by the customer service agent that there would be no refund. I explained repeatedly that the sales agent had said there could be, however was continually informed that there would not be. I requested a supervisor, and was informed of the same thing. *I have filed an official complaint - case number ******. I would like Greyhound to honor the refund that I was assured I would get. Please review the recorded call to verify that this was promised to me. I did not book days in advance - I was never off the phone from the time of booking to the time that I ended the call without a refund (approx * hour and ** minutes). *I would appreciate a reply asap.

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Greyhound

Customer service issue
Reported by GetHuman928063
Jul 29th, 2018 - 3 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 1086 others
0 customers following this
Items needed
Name on ticket
Reservation number
Ticket number
Dates of Travel
Confirmation number
Destination
Email address on booking
Billing address
Billing phone

Timeline

GetHuman928063 started working on this issue
Jul 29th, 2018 4:44pm

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