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Orbitz.com Complaint - Horrible Customer Support - Customer Service
Orbitz.com Complaint

Orbitz.com Complaint

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Horrible Customer Support - Customer Service


So basically the deal is: My parents did not change their e-mail address to the appropriate Comcast e-mail address when Insight was bought out by Comcast, but this should not matter when it comes to logging in to the site. So, when they tried to login they got the same error everytime, login and password mismatch error code 1534 (not word for word but you get the idea). So I clicked on the forgot my password link, entered the last four of the credit card on file and verified our zip code. It tells us to click sign in to continue and then takes us to a page to type in a new password, verify that password, and type a password hint. So I do this, but when I try to login again I get the exact same error. I allowed some time to go by (~10 - 15 minutes) then came back exited out of IE and opened it back up to orbitz. When I still got the same error I decided to call customer support. So the first person I get is absolutly no help whatsoever. I explain to him my situation and he tells me that he can not change my e-mail address for security reasons. Understandable I guess, but thats not what I want. I want access to my account so I can change the e-mail address. Aparently he could not comprehend this and continued to tell me that he could send me our recently booked items to our new mail, but that is all he could do. So I asked to be forwarded to a supervisor or someone who could help me get into my account. I ended up with a supervisor who was almost as helpless as the first technician. She also explained to me that she could not change my e-mail address when I explicitly told her that I could not login because of the specific error message. So she first told me that in order to use the forget my password link you have to put in your e-mail address and that there is no option to use the last four of your credit card. I told her that I just did that less than 5 minutes ago and she put me on hold to find out if that was indeed possible. After being on hold for 5 minutes or so she came back and had me go through the process again. Then said to open Orbitz in a new window ??? Upon doing this, nothing was resolved and I was right back where I was 30 minutes ago before I called customer support. She had me go through the password reset process twice and then decided that, hmmmm something else may be going on here. So after placing me on hold for about 10 - 15 minutes this time she comes back with a new password for me to use. This finally allowed me to access my account, YEA!!! I just had one question for her: Why couldn't we have done this 45 minutes ago? She said that this was not normal policy. Okay I can understand that, but if the normal policy isn't working don't you think you should CHANGE THE DAMN POLICY so it does work. I mean I understand the security issues, but if you look up my number on file and i'm calling from home, BINGO number listed matches the number that caller is calling from, last four of the credit card number match, zip code has been verified (which by they way reminds me that they asked me if I only had one zip code???), and finally the name of the account holder was verified. I think that is enough to be able to change the freaking password. Anyway, the supervisor told me the reason that I could not change my password on the forget your password link was that the expiration date on the credit card was not correct. Well that is one of the things that I made sure to check on, because I know my parents and they could have grabbed the wrong credit card, but that was not the case. Anyway I was upset after the call and this was kind of my venting process. And I do feel better, so if this review is excessively long and obtains way too much detail than needed, I'm sorry but it had to be done :)


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