Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ticket through Student Universe on August 10, 2023. Unfortunately, I was not able to fly because of a medical emergency but due to airline policy I was allowed to be issued flight credit for it for $586.99 USD. When I called Student Universe to rebook the flight, they added a $50 processing fee and $99 airline fee, and then any difference in fare. Ok, understandable. But, when I called the agent to rebook the flight and was comparing the price that I saw online live, it was different from the price he told me. He quoted me $771 for a flight that online was only $584, so I should not have had any fare difference and would only need to pay the $99 and $50 in fare fees. But the agent kept changing the price of the fare difference and converting it to and from ********** dollars. It felt very scammy and felt like he was trying to confuse me and just give him my credit card information. We went back and forth for almost 2 hours. When I pushed him harder, he told me that $10 had also been deducted from my flight credit as another fee which I don't think is actually legal. Again, it all seemed very scammy. Finally I paid $250.25 just because otherwise the flight credit would have gone to waste. In total I gave them $837.24 just for one roundtrip flight. I would not recommend StudentUniverse. I feel like they are manipulating numbers and charging hidden fees and making up prices without telling you and it's not good business practice.

  

  Business Response

  Date: 11/29/2023

  We understand how it may seem confusing for a customer to see a cheaper fare online, only to be quoted a different rate when trying to change an existing ticket. Due to rules and restrictions set forth by airline companies - we are not always able to match a fare shown online to what we can change to. 
  
  For ***************** case, the booking originally purchased with StudentUniverse (StudentUniverse reservation code JPEAVW) was a basic economy fare - normally the cheapest fare offered at any given time (for a specific airline and route) but with the most restrictions. Upon her cancellation with ****** Airlines, she was advised that her ticket was non-refundable, but can be changed upon payment of ******'s "buy-out fee" of $99.00 USD to convert it to a regular economy fare, to be charged on top of any possible fare difference once she was ready to use her flight credits. When she called our contact center on the 5th of November, she was further advised of a $50.00 USD fee  - StudentUniverse' standard change fee for US Domestic flights. 
  
  During her call to our contact center on the 28th of November, our representative tried to assist her with finding the flights and fare she was looking at online but was not able to do so, as the fare she was looking at was no longer available. Further, her flight credit with ****** came with a restriction that did not allow for changing onto another basic economy fare, which was the type of fare she had her eyes on while comparing prices on our website. 
  
  ***************** request for our fee to be waived off was granted, and all she had to pay for were the fare difference and ****** Airlines' fee. This information can be verified through ****** Airlines' official website. 
  
  As this is peak travel season across the US and even more so for international travel, it is with regret that StudentUniverse cannot always provide the cheapest tickets to purchase or change to, and can only hope for ***************** understanding on the matter.

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 27, I spent $439.28 to book a hotel on StudentUniverse, but I wasn't able to arrive there on the day. So, I informed the hotel that I would check-in a day later, which they agreed to. However, when I arrived at the hotel the next day, they told me that my booking had been canceled, as StudentUniverse defaults a delayed check-in to a cancellation of the booking. As a result, I had to pay additional charges for the hotel, and I applied for a refund. However, two months have passed and I still haven't received the refund.

  

  Business Response

  Date: 07/25/2023

  Hi BBB,

  ****** reached out to the hotel directly for the late check in. Studentuniverse was not made aware of the adjustment and only found out about the request when he contacted us last June to follow up on his refund. We are following up on his refund request but will be subject to the hotel's approval.

  Studentuniverse doesn't cancel the booking if the guest won't arrive on the check-in date. However, per policy the reservation is non-refundable if the guest will not arrive or cancel on the check-in date. Since there was a prior agreement between ****** and the hotel, we'll continue pursuing his refund and keep him posted.

   

  Thanks,

   

• Initial Complaint

  Date:07/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5th I have paid for a airfare ticket to be commenced on August 2nd, one-way from ******* to ******. My bank has deducted the full amount from my debit card ($605 USD), but I have not yet received any e-ticket. The StudentUniverse support keeps stalling and saying it will be another ***** hours while not giving an answer whether the purchase is valid or not.I file this complaint because I have reasons to assume StudentUniverse does not plan to honor my purchase. They have provided me with a reservation code which yet shows nothing on the carrier's website.I am willing to show screenshots proving my purchase.

  

  Business Response

  Date: 07/09/2023

  Hi BBB,
  
  We apologize for any delay.
  
  The flight reservation has been queued on our system upon purchase and has now been ticketed. An email confirmation has been sent to the passenger. Thank you.

  Customer Answer

  Date: 07/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  Regards,
  
  *******************

• Initial Complaint

  Date:06/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two tickets round trip to ****** for 1/9-1/18 on May 5 and I tried cancelling within 24 hours and they kept hanging up on me. I emailed them and of course they emailed me about a week later apologizing for the late response. They said they couldnt do anything about it and hung up. I paid ***** for tickets Im not going to be able to use and tried canceling but they just said sorry theres nothing we can do. I cant lose that much money, Im a student and my husband is the only one working. This was supposed to be an anniversary trip for me.

  

  Business Response

  Date: 06/28/2023

  All calls to our contact center are logged, even ones that get disconnected before it was routed to our call queue. Our team reviewed calls from both phone numbers provided by the complainant, starting from May 01 2023. No call was made within 24 hours from booking. We started receiving calls for this booking on May 15th. All calls to our center was answered within 90 seconds except for 2 calls: 1 call on 06/18, where the caller disconnected after 1 second and 1 call on 06/25 disconnected by the caller before it was even in our call queue.

  We've reached out to the passenger's yesterday with a summary of their interaction with us. They've booked a Basic Economy ticket that's non-refundable/non-changeable and now they are requesting to make a change. The agency does not have the capability to override fare rules by the airline. 

  We've offered to follow up with the airline for them as courtesy; we have not received a response from the passengers.

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Thats not true. I even contacted student universe through ******** My husband also called trying to get something fixed and the person was extremely rude and condescending stating if they should put it in laymans terms for him because he was telling him that he wanted at least credit for the lost tickets. You didnt have to talk to him as if hes uneducated or stupid. He got snappy with him and had a very combative unprofessional attitude. We never got the option for this company to speak to the airline ever. They just told us nothing can be done in their part ans were out $1666. They have a reputation of doing this kind of thing, I wish I wouldve read the horrible reviews that they have in different social media platforms. Have cost people over ****** in some cases.  Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. 

  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 07/05/2023

  All calls, email interaction, social interaction (even through ******** are available for us to check. We have checked all our resources and the complainants did not reach out to us within 24 hours from booking (as stated on their initial complaint).

  Our ***************** Team and Supervisor reviewed their calls and none of our agents displayed rudeness; we were explaining, in the best way we can that they have purchased a Basic Economy ticket; this is a restrictive fare that does not allow changes or cancellations. The complainants have claimed to have received an exception from the airline involved to make changes, we called the airline and they could not see any exception on record. To assist the complainants in further pursuing their case with the airline, we requested any written documentation, but we have not received a response from them.

  While we're sympathetic to the fact that they're unable to make a change, the agency does not have the authority to override fare rules and process a refund/change towards a ticket that is non-refundable and non-changeable. This is the same information we relayed in all our calls. 

  See attached email summary.

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  Theyre very unprofessional and rude. Every single thing Ive said you have said is not true. Everything. This company has zero people skills or any respect or care for their customers. Your main objective is just for us to lose money and once you have our money its over and theres no chance of getting it back if anything happens. Ive read the reviews online and I have experienced myself. Very unprofessional and dismissive and even gaslighting. I did talk to someone on ******* and other social media platforms. This company is a joke and should be shut down or looked into. There are thousands and thousands of complaints on this site and how incompetent and unprofessional they are and has zero credibility and doesnt do what they claim they will. I dont need for you to feel sympathetic. ******************************************************************* an empty sorry, theres nothing we can do yes there is. You need to make it right and at least give me credit bc you wont give me my money back. Im not just going to let **** go down the drain and call it a day over some sketchy, unprofessional company that was rude and disrespectful. I dont care what you claim I am the one that was there and saw heard it happening. The person on the other end was combative, had a ***** attitude and was unprofessional 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:06/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Timeline Purchased tickets on website on April 30, 2023 Order officially booked on April 30 Student universe Reservation code GWDKFU Japan Airlines Reservation Code 49XGUF Invoice Number 23120-TFNBZZBUS8 Business Class *** to *** Roundtrip Depart 7/4/23, return 7/24/23 Total $4485.88 2 Business class tickets on Japan Airline Receive Itinerary on May 03, 2023 Tickets are economy class level Q May 17,2023 contact student universe about receipt and itinerary classes not matching May 19, 2023 Problem is kicked to Web operations team May 27, 2023 They determine it changed class when added to cart with an adjusted price and a pop-up. Regrettably my booking has been finalizedI maintain my receipts all state business class.May 30, 2023 Senior Operations Manager Issues apology for confusion and the solution is to fix my flight itinerary to reflect economy class.I counteroffer to either provide business class tickets or compensate Fair market value difference of economy level ********* and what i paid.May 31, 2023 My offers are rejected. Now I seek other paths to correct this Bait and Switch.

  

  Business Response

  Date: 06/09/2023

  BBB

   

  We have contacted ***** directly and issued his requested compensation, $2500.00.

  Thank you.

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ticket with student universe, for silver airways for a flight . I got to the airport and silver airways advised they couldnt find my reservation. I was advised because it was a 3rd party reservation I had to call customer service . I was unable to get them, after 1 , 3 hr long holds . I student universe - who issued the ticket and they advised there was no issue on their end. I was advised they would call silver and Id get a call back within the hour and a supervisor would call me . I never got a call back. I had to call back again, and spoke with ****. He advised that airline marked me as a no show , and they would be calling silver . No one called me back, and every time I call its we cant get in contact with silver so their is nothing we can do, where I know that is false, and student universe has been able to move/ cancel/ refund flights in the past. I am requesting a full refund for this flight the customer service is worse than poor , and receiving the run around and lack of support is unacceptable . The better thing to do would have been tAs this is my first step as a formal complaint before I take legal matters.

  

  Business Response

  Date: 05/31/2023

  Hi BBB,

   

  When Studentuniverse received Lindcy's call, it was already at 5:03pm of May 25, 2023 and her flight was scheduled at 8 in the morning of the same day. The ticket was already tagged as no-show and per fare rules, has no value. We reached out to the airline's customer relations as to why the counter was not able to find ******'s ticket but were not able to get an update.

  On May 26, 2023, one of our supervisors spoke with ******. An agreement was reached to purchase a new ticket and split the cost while Studentuniverse is waiting for *************** update. As of writing, the airline has not responded to our query and we are following up with the request.

  Thank you.

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a complaint concerning a flight rescheduling after cancellation by the airline. I am studying abroad, and booked a two way flight from my home state to ***** where I am studying. I booked these flights in January, and originally, my flight home was directly from ****** to my home state. About two weeks ago, a month away from my departure, the flight was cancelled. I connected with the airline to book a new flight home. During this phone call, I was given only two options, both undesirable and less direct than the flight I had originally booked and paid for. I accepted the second option because the first required that I stay in ******** for 2 nights, which was not possible. The issue is that now, Ive found a better flight that is direct and much less time consuming. I was not informed that this flight existed, and it was not given to me as an option when I initially spoke with a representative. Now because I had accepted the change, they will not allow me to change to the flight I have found because they are marking it as a voluntary change. I feel as though this is not professional, and unfair considering I had not been told of all my available options. Both times Ive called customer service, theyve essentially said thats too bad.I would like my flight to be changed.The reservation code is SOIRKE.

  

  Business Response

  Date: 05/10/2023

  Dear BBB:

  Our team contacted American Airlines and provided an exception to reschedule her current flight to *******'s preferred flight time. We have settled this directly with the passenger and this should be all set.

• Initial Complaint

  Date:05/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight through Student Universe and it was booked on frontier airlines. I booked a round trip they claim they booked it as a round trip. Frontier had it booked as 3 one way flights. This way I had to pay for 3 bag check fees. Frontier wouldnt transfer my bag from the initial flight to the next being as it wasnt booked as a round trip. Student Universe said they cant do anything and they booked it one way and Frontier decides what tickets get issued. There is no disclaimer on their website about this or anything warning you that your flight may not book for what you paid for. I want a refund for my purchase from them.Ticket # **************.

  

  Business Response

  Date: 05/09/2023

  Hi BBB

  When *** purchase the flights online, they were all booked in one reservation as a round trip fare. ******** Airlines even returned 1 ticket number only.

  We have confirmed that the refund was already processed to the original form of payments. 

  Please see the attached document for the transactions.

  Thank you.

  Customer Answer

  Date: 05/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 05, 2023, I received a confirmation letter from *************** confirming my refund. It has been 18 business days (total of 25 days as of today April 30, 2023) since Student Universe sent me the confirmation of my cancelled *************** ticket (*******-******: JCLRRZ), which I had cancelled within the airline's 24-hour policy, amounting to $806.94. *************** informed me that they will refund my ticket when I spoke to one of the agents on live chat on my first attempt, and despite my other attempts to contact them again regarding this issue, their agent directed me to the third-party site, StudentUniverse which, where I purchased the ticket from and every time, I call StudentUniverse they direct me to *************** (vice-versa). However, when I got in touch with the chargeback specialist at StudentUniverse, she claims that they are still waiting for *************** to process the refund. As a result, I am uncertain whether *************** has refunded my money to StudentUniverse, as I was supposed to receive the refund within **** business days as per the rules set by *************** and the *******************************. (I paid for the ticket using my credit card, which makes me eligible for a prompt refund.) the ********************************* has a rule that says airlines, travel agents and online travel agencies must refund your purchase within seven business days if you paid by credit card and within 20 days if you paid by cash or check. ******************************************************************************* I attempted to file a dispute with my bank for the charge of $806.94 after I had cancelled my flight booking immediately. The bank reversed the charge back to my account, but the original payment I made for the flight was still showing as outstanding. Soon after, I received an email from StudentUniverse informing me that I needed to make the payment again because I had filed a dispute. However, I had already submitted my dispute cancellation form from Chase to StudentUniverse. When I contacted my bank, they confirmed that the money was sent to the merchant and posted on April 12th (which my bank said would take ***** hours to reflect on the merchants end). Despite this, StudentUniverse claims that they have not received the money. I have attached my cancellation form and my bank can verify this as well. In this case, they informed me that they wouldnt be giving me a refund anymore because my bank has already given me that credit which is not true as you can see in these statements that I am still charged for my original payment and should be refunded since I cancelled my flight in the 24 hour policy and I cancelled the dispute from my bank and sent them the letter. Initially, I had no intention of lodging a complaint against Student Universe because I have been using them for over 5 years now since I had started college in 2017, but I have recently noticed that they have been providing misleading information on their website. When I purchased the ticket from ***************, I opted for a luggage allowance as my ticket was under the Economy class and not the Basic Economy class. Consequently, I paid the additional fee for the luggage. However, when I received the itinerary, it showed that I had zero baggage allowance, which is highly deceptive. I was confident that I had purchased the luggage allowance along with my ticket, along with the 24-hour cancellation protection. My Reservation code for this flight is JCLRRZ which is from *******-******.Another situation that I did not raise a complaint about was my flight from ****** to *******, Reservation code: KMQFJZ, where American Airlines credited my account with $315.00. (Ive attached the credit confirmation email here from StudentUniverse) However, they did not inform me that the credit would expire in a year, nor that I had to use it before the expiration date. (They didnt inform me on the phone or in this email I received from them) Unfortunately, I was not aware of this and only found out when I spoke to StudentUniverse last month to book an international flight. They informed me that the credit had already expired although I had cancelled this flight in September of 2022 and it hasnt even been a year yet, and they said I could not use it anymore as well as they told me I wasnt able to book that for an international flight only domestic which doesnt make sense because it was originally an international one-way flight. Although I did not initially file a complaint about this issue, I now realize that I had several complaints that I held back against this company. It seems that they are not upfront with their customers and provide a lot of misleading information on their website, which is a violation of the Air Consumer Privacy policy. The policy defines a practice as "deceptive" if it is likely to mislead a consumer about a material matter, which could affect their decision or conduct regarding a product or service and this is exactly what they are doing to their loyal customers. (*******************************************************************************) This is unacceptable case of misinformation and fraud. Rules seems to be arbitrary, and they will say whatever benefits them over the phone because of these multiple treatments of misinformation, I am requesting a full refund of $806.94 as well as the $315.99 for the travel voucher that I wasnt able to use.Based on the information I provided, StudentUniverse may have violated the Air Consumer Privacy regulations by not providing clear information about the expiration date of the travel voucher and the baggage fees that I had purchased but were not included in the ticket. Additionally, there may be a violation of the *********************************'s rule that requires airlines, travel agents, and online travel agencies to provide prompt refunds to customers who paid by credit card within seven business days.

  

  Business Response

  Date: 05/03/2023

  To Whom It May ********************* find attached document for the agency's response.

  A member of our team will reach out to the complainant directly as well.

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  First of all, thank you for your recent response regarding my refund request for my previous flight from ****** to ******* (Reservation Code: KMQFJZ).

  As for my other flight, Reservation Code: B2B4RRGK9, I must respectfully disagree with your assertion that no reversal has been made. As I mentioned in my previous email, I have confirmed with my bank that they have indeed cancelled the dispute and released the funds to the merchant, which in this case is StudentUniverse. I have also provided you with a copy of the dispute cancellation form as evidence. (Attached in this message)
  
  While I understand that there may be some delay in posting times, but my bank has confirmed that the funds have been released to the merchant back on April 12th. I urge you to contact your bank to confirm this and to release the funds to my account as soon as possible. As a paying customer, I believe I am entitled to a prompt refund once the necessary documentation has been provided.
  
  Under the ******************************* regulations, airlines are required to promptly refund the ticket price to the original form of payment in the event of a cancelled flight or significant schedule change, regardless of whether the ticket was purchased directly from the airline or through a third-party booking agency. Additionally, under the Fair Credit Billing Act, consumers have the right to dispute unauthorized or incorrect charges on their credit card statement and to receive a prompt investigation and resolution of the dispute.
  
  I also wish to highlight that your company is in violation of the Electronic Funds Transfer Act (EFTA) and Regulation E by withholding my refund from *************** despite having the necessary documentation to release the funds. As per EFTA and Regulation E, consumers have the right to prompt refunds for unauthorized or erroneous transactions. By not releasing my refund despite having the dispute cancellation form from my bank, your company is engaging in unfair and deceptive practices that violate the FTC's regulations regarding unfair or deceptive business practices.
  
  In light of these issues, I urge you to promptly release my refund from *************** in accordance with EFTA and Regulation E. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jomaica

   

   

  

  Business Response

  Date: 05/04/2023

  Hi BBB,

   

  We have issued the full refund of $806.94 to the customer's card on file. An email was sent to her informing such, please see the attachment.

   

  Thanks

  Customer Answer

  Date: 05/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Jomaica Lei

• Initial Complaint

  Date:04/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of the flights in my trip was cancelled by the airline and the airline sent an email to student universe saying they will refund that sector once the tickets have been used. That was back in December and am still waiting for the refund. My parents were on the same flight but a different travel agency and have received their refund months ago. Worth $400 AUD. Have called student universe over 10 times on the issue and have gotten no clear answer just saying its pending and should be soon. Took matters into my own hands and called the airline and they said they havent even been contacted by student universe and that they would look into it. Also called numerous times and nothing has happened.

  

  Business Response

  Date: 05/01/2023

  Hi BBB

  As of now, Studentuniverse has not received any refunds from the airline but continues to monitor the request.

  While we wait for the airline's update, Studentuniverse has issued a refund of $406.00 to the card on file to avoid further delays.

   

  Thank you.