ComplaintsforDown Under Answers, LLC

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct 22, 2023 we received a payment of $1,378 AUD (********** Dollars) from Journey Beyond (**) for a train trip that we had booked with the help of our private travel agent. This agent had contacted the travel agency, Down Under Answers (DUA)/Travel Answers Group, concerning this booking. ** sent us the refund to pay DUA for their assistance. However, we didn't realize that the ** refund was in AUD, so we mistakenly paid DUA $1,378 USD on Oct 25, 2023.Since we received only $867 USD from the ** refund, our private travel agent connected several times with *** from late November to December 2023, requesting them to refund to us our overpayment of $511. On December 27, 2023 we received a refund from Travel Answers Group of $372. However, they gave no explanation as to why we didn't receive the full amount of $511. In January 2024 our travel agent continued to contact Down Under Answers (DUA)/Travel Answers Group about the remaining $139 that they still owe us. She received no explanation.

  Business response

  03/07/2024

  ****************** made a booking directly with a train operator in *********, paying in ********** Dollars.  Subsequently, he started working with a travel agent, *******************/Heaven Sent, who he permitted to take over the booking.  Down Under Answers is a ** based travel wholesaler who contracts with the train operator, Journeys Beyond, for bookings made in *****************.  We sell through Travel Agents.  
  

  In order for the client and travel agent to book through Down Under Answers, we needed to book the train.  We are a ** based company, and operate in US Dollars.  The client did not understand this distinction, and assumed that refund of ********** Dollars that he paid to Journeys Beyond would equal the US Dollars quoted and charged by Down Under Answers.  Down Under Answers explained the difference and that Exchange Rates affect the rates to the Travel Agent before the client traveled.  We agreed to reduce the *************** that we use and refund USD372 to the client, with correspondence regarding that.  
  

  However, the client's calculated assuming AUD=USD and asked for USD511.  A $139 difference.  
  

  Down Under Answer contends that they have charged the appropriate price for services rendered.  However, we have refunded the additional $139 ex gratia to Mr ********* credit card. 

  P.S. *********************** has not been with our company for a very long time.  Please address any future correspondence to ************************************

  Thank you, 

  *********************;

  Reservations Supervisor/Customer Service 

  ****************************************************************************************** 

  Customer response

  03/11/2024

  We want to report that Down Under Answers Travel (DUA) was dishonest with their response to BBB concerning our complaint:

  1.  They said they had already refunded the amount they owed us (USD139), which wasn't true. Only after our travel agent ******************* called them today did they finally refund our credit card.

  2.  A reputable business would have quickly refunded the USD511 extra that we mistakenly sent them, but instead it took multiple calls and emails by ************ to get DUA to send a portion of that amount about a month and a half after we overpaid.

  3.  *** said they explained why they only sent a portion of what was owed to us, but there was no explanation. 

  4.  *** said they "explained the difference and that Exchange Rates affect the rates to the Travel Agent before the client traveled." Shortly after we overpaid DUA, we calculated that according to USD/AUD exchange rate at that time and we had overpaid USD511 to DUA. That exchange rate did not changed much for a number of weeks after we overpaid, so if they had refunded us promptly, the amount would not have changed much. 

  We would like to recommend that Down Under Answers Travel not be used by anyone in future. They are dishonest and disorganized. 

  Customer response

  03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  We want to report that Down Under Answers Travel (DUA) was dishonest with their response to BBB concerning our complaint. First, they said they had already refunded the amount they owed us (USD139), which wasn't true. Only after our travel agent ******************* called them today did they finally refund our credit card. Secondly, *** said they explained why they only sent a portion of what was owed to us, but there was no explanation. Thirdly, they vague in explaining why they only paid a portion of the total amount owed to us. The exchange rate did not changed much for a number of weeks after we overpaid, so if they had refunded us promptly, the amount they owed us would not have changed much. 

  We would like to recommend that Down Under Answers Travel not be used by anyone in future. They are dishonest and disorganized. 
  
  Sincerely,
  
  ******************

  Customer response

  03/12/2024

  Hello,

  Our case ID ******** was closed because yesterday we saw that the payment from Down Under Answers Travel (DUA) was pending on our credit card account. Usually this means that the payment has been made, but today we see that it's not there. So it seems that DUA withdrew or cancelled the deposit, so we would like to reopen the case. Is this possible? It's just another indication of how dishonest DUA is. 

  Hope to hear from you soon. We greatly appreciate your invaluable assistance.

  ******************

  Customer response

  03/22/2024

  We finally received the $139 owed to us by ***, so we'd like to close the complaint and are satisfied that there has been a succcessful resolution to the case. We're very grateful for your assistance.

  Business response

  03/27/2024

  Hello from Down Under Answers, 

  Client reinstated the complaint with BBB as the "pending" amount dropped off his account for the refund- client took that as a sign we had voided the transaction, which was not the case, we reached back out to the client with proof that the refund was processed and perhaps the bank dropped the pending status as the money was be submitted so the status changed. See below from agent acknowledging that client now has the money, and that client should be again withdrawing the complaint now that they have been paid.

  email below to reconfirm the above:

  From: Heaven Sent Travel <*****************************>
  Sent: Friday, March 22, 2024 9:08:28 PM
  To: CS <************************************>
  Subject: Re: You have a new message from the BBB #********
  
  Hello ****,
  
  I did speak with the client and they mentioned that they only reinstated the claim because the refund to the card was pending and then dropped off.  But since then, it has processed completely, so they will notify BBB that they have in fact received the refund.
  
  Kind regards,
  
  ***********************
  HST

  Customer response

  03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************

*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. ↩