Same thing happened to me. I've spent over 20 hours on the phone, sending emails, online chatting to no avail. Customer service is not only severely incompetent but also dishonest. They employ all sorts of obfuscation tactics hoping you will just give up- long hold times, hang ups, form letter responses that don't address your questions/concerns, unfilled promises to call you back, agent that "can't find your reservation", directing customers to phone numbers that are invalid. I've been documenting this whole fiasco as I am preparing to file a lawsuit.
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