Complaint: Refund issue

on 16 October 2020 about in category Travel

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My complaint:

Dear team ,
Kindly need your urgent help regarding this situation,
I booked 2 adult tickets to egypt, the tickets was from abudhabi to cairo and also return on the second week of march it was online transaction through mytrip agency company with total amount around 2500 aed after that the flight was cancelled by the air line due to covid-19 , and then i called the agency (my trip company) to ask then what will be the process and they informed me that you have 2 options
1)to get back your money agin within maximum 2 month
2)to change the date of the tickets
So i approved for the first option which is to get back my money again within 2 month and since I submitted the refund transaction it was on 2nd of June , till now I am waiting for the refund , and i called the agency (my trip) after exceeding 2 month ;they are telling me that we are waiting for egypt air to deposit for us to the money first then we will refunded to you ; after that i called egypt air to check what is the problem they told me we already refunded back the money to the agency so i am communicating with you as you are the department that will help me in this case to assist for this refund kindly find my information trip in the below and the ation mail of egypt air as I am looking forward for your cooperation and help

Reference: TGZJQO
Order number : L3NT43
LAST NAME : mohamed
Application number :
Please assist as soon as possible
Thanks and regards
Mustafa Abdelaziz

Best regards

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Suggested solution:

No any help from their side and even ignoring my calls and still waiting for refund.

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