ComplaintsforColesville Travel

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2021, we attempted to book a trip for my family but were forced to cancel due to my new born sudden diagnosis of a head tumor, this was detrimental. We were informed we could only recieve travel credit. Fast forward, it's been a long year, i attempted to book in March but was notified it is too far out off a trip to book, as months went by i have been dealing with my travel agent to finalize my trip then suddenly she v told me "oops your credit have expired", as my agent planning my vacation and we've been in touch i believe this information was hidden in order to allow me to forget, as my agent is to inform me hey btw you 1 2 30 40 days till expiration, but when i questioned why she did not care to remind me she stated i had already told you in the beginning. Keeping in mind i told her it's a tough year with my child and sister stage 4 dx of breast ca, what's your job as an agent of it is not to protect me and my funds. She has been rude, no accountability. I cannot afford to loose 3425, that's money i could assist my family with of i cannot take a break. I believe the aim was to defraud me.

  Business response

  01/29/2023

  January 29, 2023
  Attn: BBB
  On July 7, I sent ******** ****** and her husband, ****** ****, a quote for a trip to *** ****** ***** in Punta Cana. The trip was ****** Vacations and I must abide by the rules and
  regulations set forth by ****** Vacations. All money was paid DIRECTLY to ****** Vacations.
  I never had *** ****** money in my possession.
  As a matter of fact, *** ******’s husband ****** **** went on to my website AND MADE PAYMENT DIRECT TO ****** FOR THE TRIP.
  Subsequently, ******** and her husband were unable to travel because they had a sick baby.
  The insurance booked on the trip was travel protection credit. Travel protection offer you a travel credit and NOT cash back when you cancel your trip. I informed *** ****** a couple of
  times that her travel credits were expiring 8/29/22.
  She contacted me on or about May of 2022 and said she wanted to use the travel credit to travel to Kenya. I provided her with rates to Kenya and she said the rates were too high. So she booked
  her trip elsewhere.
  I also have to add that her husband attempted to do a CHARGEBACK to my company which was dismissed. This chargeback was sent to ****** Vacations. They investigated and found that
  the chargeback was unwarranted.
  I did not hear from *** ****** until October 2022. At that time her travel credit has expired.
  I contacted ****** to let them know that she had extenuating circumstances due to a sick child but I was unsuccessful getting her travel credits extended.
  I also provided *** ****** with ******’s contact information hoping that she would get ****** to extend the credits, but unfortunately, she was unsuccessful also.
  I do feel very sorry that *** ****** was unable to use her travel credit but there was nothing else I was able to do.
  As I stated earlier, I was never in possession of *** ******’s money, her husband directly booked the trip with ****** Vacations and I tried everything I could to get the travel credit
  extended. I have no control over ****** rules and I am bound by the contact with ****** vacations.
  I hope this clears up this matter.
  Cynthia A

  Customer response

  02/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: she's my agent her job is to protect me.  We were in constant communication and never did she says heads up/fyi credits are getting close to expire. Simply unprofessional and rude. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Colesville Travel charged $1663.73 without my authorization! I spoke with Cindy (the owner) on Monday, April 18th and gave her authorization to charge $2322.30 for a trip at a ******* resort. Cindy then a day later called ******* resort and gave them my card information to pay $1663.73 for someone else trip in the group that I don't even know. I reached out to Cindy and she said "*******" ran those additional unauthorized charges to my card and she didn't do it and they would refund me in a couple of days. It has now been a week and no refund and Cindy is very nonchalant now & want take any accountability for her actions. She want provide me with the contact information for the person she claims she have been speaking with to verify this. 

  Business response

  06/01/2022

   May 31, 2022
  To:  BBB 
  From:  Cynthia A*** of Colesville Travel
  This is a very unfortunate situation that was resolved by ******* on April 28.  
  ******* is a luxury all-inclusive resort in Turks and Caicos. It all happened because ****** ********** did not have the balance due on her vacation.
  Because ******* inadvertently charged ******** ********* ****** card, I was cursed out and threatened by ******** ********* ******.  Please see the email correspondence below.  
  The total fiasco started when ****** **********’s did not have the funds to pay for her vacation to *******. She gave me two credit card that were both denied because of insufficient funds.  Because of the repeated credit card denials, ****** ********** asked her friend ******** ********* ****** to use her credit card.  I used ******** ********* ****** credit card to pay for a portion of ****** ************ trip.  

  ******* has a policy when there is a credit card on file and the balance is past due, they will automatically card the card. 

  ****** ********** had two cards on file that were declined.  There was also another person’s credit card on file that was declined also. 

  When ******* automatically charged the card 3 cards on file, and they were all denied ******* charged the 4th card on the booking which belonged to ******** ********* ******.  ******* charged the cards because the balances were past due. The balance was not supposed to be paid by ******** ********* ******.  

  When I was informed of the error on 4/21, I immediately called ******* and told them that the card was charged in error and to refund the card.  ******* immediately reversed the card on April 21, but refunds do not appear immediately, they take a few days to process and appear on your statement. 

  Because of this delay in the reversal showing up on ******** ********* ****** – I was cussed out and verbally abused and threatened by ******** ********* ****** – see emails below.  
  Listed below is the email correspondence between ******** ********* ****** and myself.  The filthy language and tone of the conversation speaks for itself.
  
  MESSAGE FROM ******** ******* ******
  Cindy I don't give a **** what you're offended by!! The nerve of your ass!! I'm offended by you calling ******* after the fact & having them run my ******* card again without my permission and then want take accountability for your actions! You'll rather be dishonest & inconvenience a innocent person that was only helping a friend out! I have checked my account AGAIN for the 10th time today and my ******* money is not back in my account!! Did you give them the wrong information like you did before which caused the $1663.70 to be taken from my account by error? And furthermore don't come back in my email telling me how I should talk!! I'm ******* ******, I don't appreciate you taking my money, I don't appreciate you lying about it & I don't appreciate that I still don't have my money back yet!! 
  
  I will be calling ******* in the am & will be sure to continue the process of making sure Cindy/colesvilletravel never do this to anyone else!!          
  

  RESPONSE FROM COLESVILLE TRAVEL
  On Thursday, April 28, 2022, 08:36:38 PM EDT, Cynthia A*** **** <*****@colesvilletravel.com> wrote:
  Please check your account again - the money has been refunded 
  I am totally offended by your bad language and your accusations they are totally unnecessary and unfounded. 
  Grown women trying to solve problems should not speak and address each other like that.
  This was a misfortunate error on the part of ******* and I have been trying diligently to get it resolved.
  Here is ******* phone number and the booking number ********.
  Phone number ###-###-####
  Call them tomorrow they are closed now.
  Cindy 
  Sent from my ******
  
  MESSAGE FROM ******** ******* ******
  On Apr 28, 2022, at 8:18 PM, ******* ****** <*************@*****.com> wrote:
  NO MY $1663.73 HAS NOT BEEN REFUNDED TO MY ACCOUNT!! I'm reallyyyy tired of hearing what ******* said!! Provide the **** receipt of the refund or proof that this is what ******* is saying! I don't believe anything your saying at this point! Your a liar and a thief so don't keep feeding me the ******** of your **** up!! How about YOU CINDY refund me my money since you claim you speaking with ******* everyday but want provide contact info to me so I can at least verify that's accurate information. And if it's true I'll give you the $1663.73 back when ******* refund it back to me! I'm done going back & forth with this shit because it's stressing me the **** out!! I WANT MY MONEY BACK IN MY ACCOUNT CINDY ASAP OR PROOF THAT ******* IS REFUNDING ME MY MONEY!!     
  
  RESPONSE FROM COLESVILLE TRAVEL
  On Thursday, April 28, 2022, 06:47:32 PM EDT, Colesville Travel <*****@colesvilletravel.com> wrote:
  *** ******, please confirm that your money has been refunded. 
  I am waiting for  your confirmation. 
  Cindy 
  

  On Thursday, April 28, 2022, 04:47:37 PM EDT, Colesville Travel <*****@colesvilletravel.com> wrote:
  

  Hello everyone, I contacted ******* yesterday and was told that the card in the amount of $1663.73 was refunded. 
  *** ****** please confirm the receipt of your money back on the card.
  

  I await your response.  
  

  Regards, 
  

  Cindy 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩