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Refund denied even after agreeing to it in writing and without any explanation

Complain ID : CCN028714   45  

Travel Complaint Complaint Date: September 21, 2017
I paid Rs 33500 for a Multi-Currency Card and it never worked through-out my trip while I was abroad. I struggled for 15 days straight with attempts to contact them but they kept sending me useless resolution. On the very last day of my trip (while I was at the airport), they confirmed that the card cannot be activated because only 1 card can work per passport.

My issue here is:
1. I had asked this specifically twice when I enquired about getting a card and I was assured that this won’t be a problem.

2. It took them 2 weeks to figure this out.

Anyway, there is no compensation fit enough to make me forget the horrors of being stuck in a foreign land without enough funds. Luckily, I had my debit & credit cards which worked there. Obviously, I incurred hefty charges on it, which Thomas Cook agreed to pay along with the exact amount I paid to buy the Multi-currency card from them. At first, I was happy to see that they are considerate and accepting their fault.

Alas! They paid me a portion of money back and when I asked for the reason behind their inability to fulfill their commitment, they stopped responding. It's been 8 weeks since I have been following-up with them post return from my trip. And its been 2 weeks since I am waiting for an explanation from them.
Complaint Against / To: Thomas Cook

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