A while ago
Incompetent customer service.
A while ago, I canceled a flight that I had paid for partly with a voucher and the rest with my debit card. Before canceling, I specifically contacted customer service to confirm the refund policy. The agent clearly told me that I would receive a full refund.
However, after canceling, I was only refunded half of the amount.
Since then, I have called multiple times and spoken with different agents, and every single time I received a different explanation. Each time I was simply told to wait. Now, after three months, I am suddenly being told that the voucher cannot be refunded because it was a one-time-use voucher.
This is extremely frustrating and unacceptable. I made the decision to cancel based on the information your own customer service provided. If incorrect information was given, that is not something the customer should have to pay for.
Very disappointing service and highly inconsistent customer support.