Facebook user Geraldine Huang shared how she was in Korea for a holiday when she bought a $900 bag with her YouTrip card.
However the merchant didn’t receive the money and the transaction was still pending, and they wouldn’t give the bag to her until the transaction went through.
Huang then checked the YouTrip app and found out that she had to wait 8 days for a resolution outcome on the transaction, but she had a flight to catch on the same day.
She then called their Singapore-based customer service hotline and eventually got her refund, but she later found a bill of $100 incurred for overseas call charges.
Here is what she said
I am a very unhappy customer of youtrip and their customer service cannot seem to resolve this issue.
I was in Korea from 23rd to 28th Mar 2023. On the last day of my trip, I went to purchase a SGD 900+ MCM bag . The transaction was pending but the merchant says it did not received the funds and would not release the bag to me.
I checked youtrip app, had to wait for 8 days for outcome (no gaurantee there is a refund) but I’m leaving Korea on that day! What if I just left, amount deducted, no bag and youtrip don’t refund me?
There was no option for live chat and I could only send an email. I sent immediately hoping for a reply. Waited for 30mins or so but there was no reply. I had a plane to catch and I couldn’t stay to wait any longer.
I think anyone in my situation would have no choice but to make a call to customer service which was exactly what i did. Their customer service was a sg no.
After the call back to sg, refund was done immediately but $100 bill was incurred for overseas call charges.
I DO NOT think this is fair for me to bear the charges since its youtrip/merchant transaction/IT issues.
Called up to customer service again when I’m back in sg, they tried to push the blame to say I could have just emailed them instead of call. That way, the charges will not be incurred! I have tried, it doesnt work, and fact is, it’s only after the call the prob is resolved.
When escalated to manager, her exact words in email was that I was informed from the start of the call that the wait will be 20 mins. In other words, I could have just hang up since I knw that overseas calls will be expensive.
Their compensation will be $20 and not the full $100. So am I supposed to just suck it up ?!
