Undercover Tourist Refund Issue

[sagosto]

I purchased 4 3-day Disneyland w/ Multi-Pass tickets for $1800 w/ expiration date of Jan 2027 on 10/22. Tickets received were Jan 2026. Undercover Tourist has promised call back from a supervisor 4 different times and it never happens. They are unable to escalate through the phone -- always a call back that never happens. Their solution is for me to place another order which is not happening nor is there a promise to match the original price. Aside from reaching out to AMEX, I am not sure how to handle this.

EDIT: I can't believe I am even having this issue for trying to save like $20

 

[gottalovepluto]

Is your complaint UT is refusing to refund you the whole amount? If you’d be happy with a refund and the ability to walk away from UT file the Amex complaint, 4x is a lot of attempts to resolve directly with the merchant and there is a clock on your ability to file disputes.

 

[sagosto]

I’d like my tickets to avoid paying more and avoid dealing with AMEX

 

[NYCgrrl]

Since you are continually told supervisor will c/b without follow through, call one more time and say you’ll hold for the supervisor. Most businesses will have a supervisor available in about 10 minutes, max.

 

[ajrwdwgirl]

If you have called and it has not been remedied, you might try posting to a social media account with your complaint either on one of their posts or tag them in a post. Companies don't tend to like negative publicity on social media and I've know a few people that go quick contacts. My husband tried this with our internet company after he made many service calls and our issue was not resolved, then he posted about it on their Facebook page and within minutes he got a private message from the company with a name & number to call that wasn't on their main site. Soon our problem was fixed after talking to that person.

 

[Genie+]

I had a recent experience with JetBlue where I learned about the ‘escalation department’. I had what I thought was a pretty easy issue, right before our flight the plane was changed and we were bumped out of the ‘even more seats’ we paid $80 extra each x4 to upgrade. Even though the crew said I may or may not get that money back I was pretty sure businesses cannot sell something they do not have and we had a reasonable request for refund. I call, I chat, I call, I chat, on and on for a few weeks with the conversations ending someone will get back to us. Nobody did. Finally I call and say this needs to be resolved today, however long it takes! I’m close to losing it at this point.

Nowwww they tell me - you need the ‘escalation department’. It ended up our situation was more complicated. Somehow we were double charged on the return flight seat upgrade, so it wasn’t a $320 but a $640 credit. And it was just too complicated to fully solve in their system without one of the long time heavily experienced agents to fix it start to finish within the systems. That employee rocked! It was many many steps but they pushed through filling out the different reports and verifying every nook and cranny. It was beyond the abilities of newer or less competent agents.

So now when the run around starts my go to is: Do you have an escalation department?

No. Do you have anything that remotely sounds like it could be an escalation department. They’re never going to offer this route to us. They hope it ends up not being worth the time and frustration and they get to keep those phony earnings. We need to ask.