Complaint Review: Cheaptickets.com

My husband & I booked tickets to England. within 12 hours we found out we had to change the departure airport. I went back online to see if I could change the reservation. On the emailed itinerary there was a button to change/cancel the reservation. I hit that & was allowed a courtesy cancellation. I went ahead & canceled online & received a page in confirmation to say my credit card would be refunded within 4-6 weeks.
So I booked 2 more tickets to England from the new departure airport feeling confident that the last 2 tickets were canceled.

Now, a month later there has been no refund & I went online to find out that both reservations are still active!!

I called customer service & spoke to an Indian gentleman who assured me that it was a mistake & he canceled the reservation for me & emailed me a confirmation which I would receive within 2 hours.

In 2 hours I received the email but it was the same itinerary I already had with no indication of a cancelation.

My husband called customer service & was on the phone for 2 hours. The tickets cannot be courtesy canceled according to them and they were never canceled. In fact they can cancel them now for a $250 + $50 fee each & the rest held for future travel.

This is unsatisfactory & the conversation led to speaking with a supervisor who could not help.
My frustration is that we were not trying to cheat the system. We genuinely needed to change the reservation & thought we had followed the correct procedures & now it is costing us a whole months pay for something which we did not do wrong!!!!!

Jason
Chesapeake, Virginia
U.S.A.