eDreams complaint: Have not received refund, after 18 months

Dear edreams,

Booking ID: 7144769168

I have called on several occasions and spoke with multiple agents.They keep on advising to wait but it has been over 18 months since I cancelled and requested a refund.

I require a full refund immediately, as per the‘cancel for any reason guarantee’

My booking and cancellation was made in 12 May 2021 and have made numerous attempts to obtain a status update.

Amount paid to edreams and refund required – £2372.67 UK pounds.

Last Agent spoken to: Valrun

Refund Request: 8187105

Booking ID: 7144769168

I received a notification from edreams and submitted banking information on 20 July 2022., as follows. I still have NOT received any refund:

‘With regards to the booking reference 7144769168, our records show that a refund is pending to be processed.

In order for us to complete the refund process, we need you to provide us with the following banking information so the funds could be transferred directly into your account.’

I submitted banking information, as they requested but still have NOT received any refund.

History of my enquiries is shown below.

24 aug received email from edreams, action required to proceed with request, Notidication to send info via contact form, all details provided ref provided CASE-2022-5785831

24 aug received email from edreams, to advise reviewing my case

23 aug email sent from me to edreams, again with all details

I Spoke with edreams agent 9 Aug 2022

I asked for matter to be escalated and they advised their superior would call call back which they did not.

I Spoke with edreams agent 3 Aug 2022

I Spoke with edreams agent 21 July 2022

Banking details submitted by me again on 20 July 2022

Email sent from me edreams, asking for update 20 July 2022

Email sent from me edreams, asking for update 24 June 2022

Email sent from me edreams, asking for update 31 May 2022

Email sent from me edreams, asking for update 26 April 2022

Email sent from me edreams, asking for update 4 October 2021

Email sent from me edreams, asking for update 6 September 2021

Email sent from me edreams, asking for update 5 July 2021

The lack of customer service and urgency for edreams to provide my refund is completely unacceptable.

If edreams do not resolve urgently, I will be taking matters further with the Trading Standards Authority, Ombudsman and seeking legal options.

Yours Sincerely

Steven Duncan

Refund Request: 8187105

Booking ID: 7144769168