Ok guys, bear with me through this because I'm coming to the end of my rope.
I booked a MileagePlus award ticket for both myself and my wife in July, leaving next Friday. Mid-August comes around, and I get notified that I'm being deployed in late-September. I call UA to cancel the reservation due to military activation. CSA says "no problem, but we will have to charge you $300 to redeposit the miles in your account (no, this isn't about the stupidity and sheer robbery that is that fee, I'll save that for another thread, but I find that fee to be the slimiest most unethical fee of them all...I'm a frequent flier for crying out loud), and then we'll refund it once you complete the request online." Refund request accomplished on 19 August...auto-email response from UA stating they will get back to me within 7-10 business days. THREE WEEKS LATER...nothing. I called UA again...talking to someone in India (another rant that will be spared for a later thread) who tells me I should resubmit my refund request. Ok, I resubmitted it...got the exact same auto-email. ONE WEEK LATER...nothing. Now I call them again and say I'm not hanging up until I get a different outlet to find out what's going on with my refund. I talk to a guy in the Philippines who gives me a fax number and says that I will hear back from them within 24-48 hours. Fax sent out last Monday. ONE WEEK LATER...nothing. At this point, I am beyond annoyed. I just got off the phone with yet another UA agent in India, who gave me and my wife each $250 in UA vouchers for our troubles and said that she pretty much couldn't do a thing about our refund request or the status of it.
Ladies and gentlemen, I am leaving shortly (can't say when for OPSEC reasons...but really soon) for deployment and I want this thing resolved. One month is more than enough time to get this thing rolling...and at least send me a response letting me know the status. I will pursue this for as long as it takes, even from the sandbox...I am going to get back what was promised me. My question is this: Does anyone here have any other suggestions, phone numbers that don't connect me to someone outside my own country that could help me expedite this?
Now, to my friends who work for UA who might have some influence in how the company is run (or know someone who does): What on earth is going on with your customer service? Why is it that I have to talk to someone in India or the Philippines, and they can't even give me a straight answer, even after talking to their supervisors? You guys know you're routinely ranked near last in your customer service rankings? It is truly atrocious that I have to keep burning up phone lines just to recoup a lousy $300 that shouldn't have been charged in the first place. Come to think of it, why does it take forever to issue a refund to my credit card/bank account when you can swipe it out in mere seconds? You guys need to throw out tour customer service playbook and adopt CO's. And, for the love of God, please give me someone to talk to in my own country. Thanks.