Consumer complaint received 2025-03-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Experian Information Solutions Inc.
State: CA

Complaint narrative:
Discrimination Complaint against XXXX XXXX XXXX XXXX : My name is XXXX XXXX XXXX. I am a retired, XXXX XXXX  living on a fixed income in California. My husband, XXXX XXXX, and I were going to join XXXX of our friends on a rail vacation to XXXX, XX/XX/XXXX. A trip of a lifetime for us. 
My friend, XXXX XXXX XXXX, purchased XXXX trips ( flight and hotel room ) from XXXX XXXX XXXX XXXX XX/XX/XXXX through XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX The XXXX packages were purchased for XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX for travel on XXXX - XXXX XX/XX/XXXX. XXXX confirmation # XXXX. 
The flights were booked as part of this package on Alaska XXXX under the following ticket numbers : XXXX XXXX XXXX - # XXXX Price : {$1000.00} XXXX XXXX XXXX - # XXXX Price : {$1000.00} XXXX XXXX XXXX - # XXXX Price : {$1000.00} XXXX XXXX XXXX - # XXXX Price : {$1000.00} My other XXXX friends, XXXX and XXXX XXXX, purchased their packages separately with XXXX, confirmation # XXXX. 
On XXXX XX/XX/XXXX, all travel packages were cancelled due to the forest fires in XXXX. Full credit was issued from the other tour operator, Railbookers, as was a full refund from the hotel included in the XXXX package. XXXX XXXX XXXX XXXXXXXX, {$1000.00} per person, was refunded in the form of a XXXX XXXX XXXX XXXX FTC ) issued by XXXX  XXXX directly to XXXX. 
On XXXX XXXX, we attempted to rebook our flights for a vacation in XX/XX/XXXX, again using XXXX XXXX XXXX as our Travel Advisor who coordinated directly with XXXX. At that time, we were told that the credit was not really a credit but and open ticket and that travel had to completed by XXXX XX/XX/XXXX. This was incorrect information. 
After XXXX XXXX contacted Alaska XXXX, it was confirmed that the tickets could be used for travel up to XXXX XX/XX/XXXX, not XXXX XX/XX/XXXX. However, XXXX insisted that this was not the case and further stated that if the open ticket was used, it had to be for the exact same class service, first class. Another incorrect statement. 
After XXXX weeks of back and forth discussion about this credit, the XXXX XXXX XXXX XXXX finally reached out to Alaska XXXX only to learn that this was in fact an FTC not an open ticket, and that travel could take place after XXXX XX/XX/XXXX. The problem is that replacement tickets for future travel had already been purchased based on the XXXX XXXX XXXX XXXX incorrect ruling. 
On XXXX XX/XX/XXXX, my XXXX XXXX  sent XXXX Sales Support a request for refund due to the numerous inaccurate and false statements made by the XXXX XXXX XXXX XXXX causing our group to buy additional tickets, at an additional expense. The request was processed and refunds issued to XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX, but no refund was issued to me. * My XXXX XXXX contacted XXXX concerning XXXX person on this itinerary without receiving a full refund. Their response was that Alaska XXXX issued a credit directly to me so I could use that for future travel. The credit issued directly to me from XXXX  XXXX is the exact same credit that was issued to XXXX in XXXX XXXX credit was issued to me in XX/XX/XXXX and expires XXXX XX/XX/XXXX. 
After weeks of trying to get my refund from XXXX with no positive results, I believe XXXX is intentionally withholding my refund based on my ethnicity. All of the others in my group have received full refunds. XXXX of the XXXX people on this trip, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) have received full refunds of their airfare. I am the only person that did not receive a refund. 
Had the incorrect statements and false restrictions not been made by XXXX XXXX XXXX XXXX, I could have used my FTC for our trip in XX/XX/XXXX and not had the additional expense of buying a new airline ticket. 
I am requesting your help to recover my refund of {$1000.00} from XXXX. 


*My husband, XXXX XXXX XXXX XXXX was issued an FTC XXXX from XXXX  XXXX XXXX to a name correction that had to be made through the airline and is not part of this complaint discussion.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation