Complaint Review: UNITED AIRLINES - INTERNET Internet

We've all been scammed before, but a major airline like United with blatant misrepresentation and outright lies? I purchased a round trip ticket to Hawaii in December of 2012 on United Airlines.  The trip was scheduled for July 6. 2013 with a return of July 14th. It included a first class seat on the return portion. On June 27th I called United to inform them I needed to change my return date to July 11th. I didn't change the flight, just the date.

The United agent, Paulena, informed me in order to fly first class (which I had already paid for), I would need to pay an ADDITIONAL $1,415.74, along with a $150.00 change fee. When I told her I thought that was preposterous she said United could offer me a REFUND of $1,265.00.  I would still need to pay the $1,415.74 because (as Paulena stated) I had paid for a Premium Upgrade for my first class ticket on United and the upgrade didn't transfer.

Even though I would be out of pocket around $300.00, I could live with that and agreed only after continued assurance from Paulena that I would in fact receive the refund. I asked Paulena from United if I would be notified of the change and subsequent refund and she said no, but it would all be in my record locator.  She said it might take two credit card cycles for the refund to post.

I was billed the $1,415.74 and the $150.00 and took the trip.  THE REFUND FROM UNITED NEVER SHOWED UP! Two months went by and no refund. 

I called United and spoke with five different agents, two of them supervisors. They informed me the ONLY recourse I had was to fill in the customer comment box on the United website.  One of them went as far as to mention to me that "anybody could call up and say they were owed a refund from United".

I was incensed.  I'm not sure about "anyone" else but I know what I was promised and assured. Nevertheless, I filled out the box. I was contacted shortly thereafter by Mireya Meza from Customer Care who informed me that I was charged the $1,415.74 because of the aforementioned Paid Premium first class upgrade, which did not transfer.

She made NO mention of the promised and assured refund! Clearly this was something she refused to acknowledge (I'm guessing for legal purposes).

I responded to her E-mail by pointing out that Paulena had ASSURED me I would receive the refund, and that no sane person would pay for a first class ticket, only to pay an ADDITIONAL $1,415.74 to remain in first class.  And oh by the way, the phone call to United agent Paulena in June had been documented by United themselves, and was available to confirm, if they chose to do so.

In her final response Ms Meza said United was sticking with their decision not to offer the refund and that she was, "sorry to learn you were advised you would get a refund as they are only handled by our Customer Refunds Center". REALLY? Then WHY did United agent Paulena assure me I would get a $1,265.00 refund? Does she not work for United Airlines?

If this is the case, clearly there is a tremendous lack of procedural understanding at United, not to mention communications. It's hard to imagine a major, well known conglomerate like United Airlines perpetrating a crime such as this, but they have lied, scammed and cheated me out of a large sum of money. United's actions are unscrupulous, a blantant falsification and totally unethical (and quite possibly illegal!).