Hotwire unable to make a trip due to medical issues, sent in medical documentation and 2 months later and 5 times faxing info in, they still state they don't have my information. I confirmed with Wendy on October 1 that they had all my medical information and would be sending me my refunded still no refund and as of 10/19/2015 have asked again for my medical documentation. Nationwide
I am writing to you to see if you maybe able to assist me with my ongoing issue since August 2015. I had a reservation with hotwire 5517283787 for a hotel reservation. I ended up with an upper respiratory infection that stayed with my for over a month. I was unable to make my reservation due to me being so sick. I call hotwire on 8/24.2015 telling them my situation and I was sent an email on 8/24/2015 stating I would need to send medical documentation to them., etc. On 8/27/2015 I faxed over 3 pages at 0733 am to 415-814-0874 with a cover letter, medical doctors note and a copy of the email that was sent to me the day before. I received my fax confirmation email stating that it have meed been received. I have called back on August 29, 2015 and I was told that they had received my information and that it was under review. In addition they stated it would take 7-10 business days and they would be back in touch with me. To date, I have made at least 20 phone calls in to the Customer Service Department where I am constantly given different information. I was asked on 9/11/2015 via customer service to re-fax my paperwork in. So I re-faxed my paperwork again at 0925 am with confirmation of receipt. On 10/1/2015 I spoke with Wendy who informed me that my refund of 421.84 was being processed and it would take 3-5 business days for a refund. That has not happened so I have called back again multiple times only to have to re-fax my paperwork in again on 10/2/2015, 10/15/2015, and most recently as of last night was asked to re-fax my paperwork once again as they don't seem to have any of the previous paperwork and everyone I speak to has given me a different story and nothing is getting resolved. There are no Supervisors available to talk too, there is not one in the department that handles the refunds to speak with and I am left on hold for 20-30 minutes at a time and the call center is in the phillapines where they have refused to allow me to speak with a representative in the US