Make the McKenzie Connection!
Make the McKenzie Connection!
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After reporting several fraudulent charges on her Costco Citi Card, Jeanne Vaul gets a new card. But Citi won't reverse the fake charges. What's going on? I need your help with several fraudulent charges on my Costco Citi Card. I reported the charges as soon as I saw them. Citi locked the card and sent me a new one. But when I tried to activate the new card, I received a message that someone had already used the new card. I reported the problem to Citi. It locked the new card and sent me...
Alec Nowers wants Uber to refund his $100 credit, but the company won't help him. Can he get his money back? I have an account with Uber. Earlier this year, I added my granddaughter to my account so she could have easy travel to my house in Mercer Island, Wash., from the University of Washington in Seattle. I added her successfully, but when she tried to access the account, Uber said there was "not enough money" in the account for her to use the service. I was puzzled because Uber had my credit...
Avis broadsides Gena Ettinger when it adds her to the company's Do Not Rent list. How does she get unbanned? I recently tried to rent a car from Avis in Bangor, Maine. When I arrived at the counter, a representative said I couldn't rent from the company because I was on the Do Not Rent list. The attendant couldn’t tell me why I was on the list. But I noticed that my name was misspelled twice on the reservation. The representative gave me an 800 number to call. An Avis employee recommended I s...
Breeze Airways loses Benjamin Wallis's luggage and won't answer his calls. How can he get his bags back? Breeze Airways lost my family's checked luggage on a flight from Los Angeles to Jacksonville, Fla. It's been four days, and we've had no update from Breeze. Plus, there's no way to get in touch with the airline. We're missing two large suitcases and a car seat. We'd like to receive our lost luggage. We would like to be fully compensated for the clothes and necessities we have had to purchase...
One minute, Adam Edikauskas has tickets to a Vegas Golden Knights hockey game. The next moment, the tickets vanished from his account. Why won't Ticketmaster refund his money? I bought seven tickets to a recent Vegas Golden Knights game through Ticketmaster. Ticketmaster confirmed my order, and my tickets were in my account an hour later. When game time rolled around, I pulled up my account to scan my tickets, and they were no longer there. I went to the box office for help. They explained...
When Swiss loses Mark Bromley's luggage on a flight from Zurich to Geneva, he files a claim for compensation. He never hears back. Does he deserve anything? Swiss International Air Lines lost my luggage for eight days while I was on a hiking trip to Geneva. It sent my bags to the wrong address and finally to my home almost two weeks later, after our vacation had ended. Swiss never compensated me for the hiking gear I had to buy or provided a mechanism in person, by phone, or online to get...
Donette Plaisance's GE microwave oven is cursed. Sometimes it stops mid-cycle. Sometimes it continues to run, but without any lights or heating. Can she return it? I bought a GE 24-inch sensor cooking microwave oven from Home Depot last fall. It never worked. We have had service call after service call. We've had parts shipped to our home. It has been a never-ending issue, and now I want my money back. The appliance does all kinds of crazy things. Sometimes it stops mid-cycle. Sometimes it conti...
The vacation rental Carol Wilson books for her group through Vacasa is infested with rats and insects. Vacasa offers to refund one night. Can they get all of their money back? I planned a trip for a group from a small rural town in Kansas. I booked a vacation rental in Galveston, Texas, through Vacasa. From the start, the stay was truly horrible. The house had not been cleaned. As the days went by, things only deteriorated. We found rats, cockroaches, and bedbugs. The air conditioner went out,...
Leslie Luke orders dresses from an online store, but he never receives them. Why won't his credit card help him get a refund? Last summer, I ordered dresses from the Krismile online store. I paid $241 with my Citi credit card. I never received the dresses. I exchanged emails with the business in an attempt to resolve the problem. Finally, I contacted Citi in March to file a credit card dispute. Citi claimed it mailed a letter to me to fill out, but I didn't get it. In April, I called Citi, and a...
After reporting several fraudulent charges on her Costco Citi Card, Jeanne Vaul gets a new card. But Citi won't reverse the fake charges. What's going on? I need your help with several fraudulent charges on my Costco Citi Card. I reported the charges as soon as I saw them. Citi locked the card and sent me a new one. But when I tried to activate the new card, I received a message that someone had already used the new card. I reported the problem to Citi. It locked the new card and sent me...
American Airlines downgraded Thomas Sennett and his family to economy class on their flights from Boston to Phoenix. Why isn't it refunding the fare difference? Last year, my family and I had first-class tickets on American Airlines to fly from Boston to Phoenix. American Airlines delayed that flight and rebooked and downgraded us to coach class on another flight. A few days later, I received an email from American Airlines that it had refunded the fare difference between first class and...
Samsung offers Joe King a refund for his home security starter kit but then refuses to pay him. Can it do that? I purchased a Samsung SmartThings ADT Home Security Starter Kit and accessories from Lowe's last year. A short while later, Samsung ended support for it and offered refunds to customers. I submitted my refund request in April 2022, and Samsung approved my refund in August, but only after I filed a complaint with the BBB. Samsung initially denied my claim because it said Lowe's was not...
What happened to Michael Kivel's refund from Avis? The company promised him his money after he had to cancel his car rental reservation. Is the money lost? I recently reserved a tour, which included a rental car with Avis. But earlier this year, shortly before leaving, I got sick. My doctor said that I should not travel. I logged on to the Avis website and canceled the reservation for the car rental. I logged on the same website again approximately one week later to confirm the cancellation. The...
John Schwager has been waiting months for his travel insurance payment from Travel Insured International. What's the holdup? Last year, my wife and I booked a cruise with Seabourn Cruises, at a cost of $12,780. I also purchased a travel insurance policy through Travel Insured International. In November, My cardiologist found blockages in three coronary arteries. After lengthy consultations with him and other doctors, I ultimately concluded that multiple stents were the best option for me. My...
Angela Hoo orders a $200 gift card from Amazon, but it's stolen from her doorstep. Amazon offers a refund, but then it refunds the wrong card. How can she fix this? I ordered a $200 gift card with a Christmas greeting card from Amazon last December. When the box came to the office, the bottom of the box was opened and retaped over the original Amazon tape. I opened the box and the gift card was missing. I called Amazon customer service immediately and reported the stolen card to a customer...
Julie Schumer's return flight gets canceled during the Southwest Airlines meltdown in December. Southwest sends the money to her cruise line, but her cruise line won't refund her. What's going on? My family and I recently took a Princess cruise, and I booked my airline tickets through the cruise line's EZair program. Our return flight from Fort Lauderdale, Fla., to Denver was on Southwest Airlines, and it happened in December during the airline's service debacle. Southwest canceled our flight....
After getting an oil change at Jiffy Lube, the engine on Ian Culhane's Subaru stops working. The likely culprit is a botched oil change, he says. Why won't Jiffy repair his car? I recently got an oil change done at Jiffy Lube in Seattle. Afterward, I noticed that the oil indicator light was on. The next time I turned on my car, my engine rattled, and several warning lights appears on my dashboard. I immediately checked the oil level, and the dipstick was dry. I have strong reason to believe...
Noah Finkel thinks he might be on Alamo's dreaded Do Not Rent list, but he can't get a straight answer -- or rent a car. How do you find out? I recently rented a car from Alamo. I could make a reservation online, but when I tried to pick up the car at the airport, a representative informed me that I could not rent from Alamo because I was on the Do Not Rent list. Alamo said I had to resolve this through the corporate office of Enterprise, which owns Alamo. Unfortunately, I have had no success...
When Jack Price tries to return his Google Pixel 6 phone to Amazon through UPS, the phone gets lost. Will he ever get his $518 back? I recently returned my Google Pixel 6 phone to Amazon through UPS. The receipt says the package weighs almost two pounds. Amazon didn't refund the phone during the standard window. I called Amazon and it said the package went to the wrong Amazon facility. But UPS tracking said it went to the correct facility. So the runaround began. Amazon told me to get in touch...
Overseas Adventure Travel cancels Julie Brown's pre-trip excursion on her Costa Rica tour. But who will pay for her new airline ticket? The company says she's responsible, but is she? I booked a trip for two to Costa Rica through Overseas Adventure Travel last year. It included pre-trip and post-trip extensions and round-trip airfare from San Francisco. I also paid for a business class upgrade, which cost $2,032 per person. In late December, I received a call from Overseas Adventure Travel...
Susan Lennon's iPhone gets stolen in the mail, but Apple assures her she can use her AppleCare coverage on its replacement. So why is it asking her to sign up again for AppleCare? I've had an ongoing nightmare with Apple since last October when the new iPhone14 Pro I ordered online was stolen between the Apple store and my home. I purchased AppleCare coverage to go with the phone. When I ordered a replacement, I asked if I needed to cancel the AppleCare and buy it again. A representative t...
When Candace Welch returns her rental to Budget in Sioux Falls, S.D., the company bills her $2,133 for hail damage. Just one problem -- there was no hailstorm. Last spring, I rented a car from Budget in Sioux Falls, S.D. We were in Sioux Falls for approximately an hour after picking up the vehicle and then drove to Montana. I returned the car, undamaged, to the same Budget location a week later. A few weeks later, I received a claim for hail damage from PurCo Fleet Services on behalf of Budget....
When Russ Higgins and his family try to use CLEAR, a security screening service, to verify their identities at the airport, they find a long line and almost miss their flight. What does CLEAR owe them? My family's long-awaited spring break trip was nearly derailed at Dulles Airport because of an unexpected failure of the premium security service CLEAR. We arrived an hour before boarding. My family was shocked to find CLEAR's security line moving slower than the TSA PreCheck line. The employees...
Why did Airbnb ban Solange Reyner? The company won't tell her. But will it tell this consumer advocate? I recently received an email from Airbnb that it had removed my account from the platform. "Removal means that your account will no longer be accessible, and you won't be able to create another one," it said. "We want to assure you that we reviewed your case thoroughly before reaching this conclusion. As such, we won't be able to offer you additional support on this matter at this time." I...
Ryan Maietta orders an Arc A770 graphics card from Amazon. Instead, he gets a different card, an A750. How does he get this fixed? I recently ordered an Intel Arc A770 Graphics Card on Amazon. I paid $271 with my Amazon credit card. The order arrived a few days later, but it was not the Intel Arc A770 – it was the Intel Arc A750, which is significantly different. When viewed in my account history, it shows the order as the A770. On my invoice, it's the A770. But when I clicked on my order a...
