BACKCHANNEL

•9h

Are holiday flights too expensive?

John Clark

•3h

There’s something wrong with pricing in America period.

In most countries the price on the shelf or sticker is THE final price.

Bella Asiri-Opiyo•21h

VRBO Host Cancellation Fee USD 1000

I would like to formally appeal and request a complete waiver of the CAD $1,415.16 penalty fee assessed against my VRBO hosting account following a recent reservation cancellation on July 27, 2026. The guest booked instantly and within 30-45 minutes of receiving the notification I reached out to the guest to inform them that I had other guests staying as they had extended their stay.

Unfortunately the guest was not cooperative and as this booking was after checking time & past 8pm MST they received the checking details and were being uncooperative refusing to cancel thus I initiated the cancellation to avoid them showing up at the property as they were "threatening to show up and share with the existing guests". The same guest engaged in harassing behaviour, direct phone harassment, and refusal to cooperate with standard cancellation procedures, which was a great guest misconduct & raised safety concerns to me as a host and to the existing guests.

The double-booking was caused on VRBO’s platform, despite external calendars being properly configured and connected since listing inception. I have provide screenshots confirming active, long-standing external calendar connections and configuration settings.
Also on another note, VRBO’s system independently flagged and issued an official Notice of Cancellation due to potential policy/account violations associated with the said booking.
The penalty fee severely threatens the financial viability of operating our small family-supported hosting business.
Initially VRBO quoted price mismatch as their reason for refusing the penalty waiver. When I call their customer support they changed it to host responsibility to keep calendar updated. If the calendar is synchronized and it didn't as it should, and I requested the client and they didn't initiate cancellation, VRBO shouldn't penalize me for initiating the cancellation.

The penalty fee exceeds earnings we've generated from the booking and VRBO platform since 2024 which severely impairs our business operation. Penalizing a compliant host under these circumstances undermines host partnership trust and platform fairness. They have sent me an invoice and are tying to remove it from my account. Has anyone here have this experience and how did you go about it? Or how can I advocate for myself?

https://www.elliott.org/company-contacts/vrbo-customer-service-contacts/

•16h

I’m sorry you’re dealing with this. Elliott Advocacy doesn’t handle business-to-consumer cases, unfortunately. I can still give you some advice and the names of the executives who can help.

Let’s start with where Vrbo stands. Over the last few years, it has gotten much tougher on hosts who cancel. Its current policy charges a penalty that rises the closer you cancel to check-in, up to 100 percent of the booking when the cancellation happens at check-in. Vrbo does grant waivers, but only for circumstances outside the host’s control. Your appeal has to convince Vrbo that this cancellation fits that description.

The extended stay is your weakest point. If your current guests extended and the new dates weren’t blocked on a calendar Vrbo could see, Vrbo will call the overlap your responsibility, no matter how well your sync was configured.

Calendar syncs also don’t happen instantly. Before you write again, find out when the extension was entered and on which calendar. If it was on your connected calendar before the new guest booked and Vrbo’s system missed it, you have a strong argument. Get the timestamps.

Vrbo’s own Notice of Cancellation helps you. If its system flagged this booking for possible policy violations, ask Vrbo why it’s penalizing you for canceling a reservation it had already flagged. Ask for that notice to be added to your case file. Point out the shifting explanations, too. A rep first told you the problem was a price mismatch, then said it was your calendar. Ask for the reason for the denial in writing.

Report the guest’s harassment to Vrbo separately from your penalty appeal. Include screenshots of the messages and a log of the phone calls. If the guest threatened to show up at a property where other people were staying, consider filing a police report. A documented safety concern gives Vrbo a reason to treat this as something other than a routine host cancellation.

I’d also rewrite your appeal. Your current letter makes several good points, but it’s long and the arguments run together. Executives respond to short letters. Try three or four paragraphs with a timeline (when the booking came in, when you contacted the guest, when you canceled), the calendar problem, the Notice of Cancellation and the safety issue. Then make a specific request: Waive the $1,415.16 (Canadian) penalty and pause collection while the appeal is under review. Drop the lines about platform fairness and host partnership trust. They won’t persuade anyone. Attach your screenshots.

Don’t ignore the invoice. Ask Vrbo in writing to hold off on collecting while it reviews your appeal. An unpaid balance can cause problems with your listing.

If the front line turns you down, you can escalate. These are the contacts we publish on Elliott.org:

Larry Plawsky, general manager of Vrbo: [email protected]

Ariane Gorin, CEO of Expedia Group: [email protected]

Start with Plawsky. Write to Gorin only if you don’t hear back after a week or so. Keep it polite and include your case number.

One more thing to think about. You say this penalty is more than you’ve earned on Vrbo since 2024. If so, you may want to reconsider how you use the platform. Switching from instant booking to request-to-book, if Vrbo allows it for your listing, would let you catch a conflict before a reservation is confirmed. Please let us know how it turns out.

Deji A.•Saturday

My experience documenting a United involuntary denied boarding and pursuing answers through the DOT

Hi everyone,

I wanted to share my experience with United’s involuntary denied boarding process and the months of correspondence that followed. KING 5 recently covered the story.

On July 17, I had a confirmed seat on UA1274 from Seattle to Newark, scheduled to depart at 11 p.m. Boarding was supposed to close at 10:45 p.m. I arrived around 10:42 to 10:43 p.m., and surveillance places me at the gate at 10:43. The agent looked toward me and immediately closed the door.

I documented the incident as it unfolded that night. After I presented evidence, a United supervisor acknowledged to me that boarding priorities and denied boarding procedures had been mishandled.

I received an IDB compensation check that night, and United separately confirmed in writing that I had been involuntarily denied boarding. A September 27 verification letter also attributed my disrupted travel to operational disruptions beyond my control.

I then reported the incident to the DOT. United approved another $1,083 payment, but provided no further explanation. My motivation is to provide the public with information about the involuntary denied boarding process, which does happen and can be extremely stressful.

In a twist, after United denied me boarding at SEA, I helped during medical emergencies on two flights in my replacement travel.

KING 5 article

KING 5 video

Best,
Deji

•10h

Sure, [email protected]

•Saturday

The rest of the world is protecting air travelers. Why isn’t the U.S.?

Edward Lannin•Friday

Assurant Rivian Care: Extended warranty claim denied as "pre-existing" despite routine service history

Hi everyone,

I’m hoping for advice or escalation guidance regarding an extended warranty claim denial I’ve been fighting under my Assurant Rivian Care contract (Contract #CC311A57516D) for my 2022 Rivian R1T. $2000/yr just joined never before offered just rolled out.

Assurant denied repairs for suspension components (including lower control arm bushings and a leak), claiming they were "pre-existing conditions" under Schedule 3, item 10(a) of the service contract. Repair cost $4900.00

The Core Issue & The Catch:

Rivian Care is a brand-new program that has never been offered previously. When we enrolled, the only requirement was that the vehicle be under 80,000 miles. There were no mandatory pre-inspections and no waiting periods required to get onboarded.

Yet, Assurant is now using routine inspection points or retrospective interpretations during the very first service visit to systematically classify normal mechanical fatigue or sudden component breakdown as pre-existing damage, effectively rendering the coverage illusory. In my case, there was no mechanical proof provided to substantiate that the parts had failed prior to the contract's purchase date.

What I've Tried:

Submitted a formal request for reconsideration through standard claims channels, which was met with a boilerplate template denial.
Engaged outside advocacy support and escalated the matter.
Filed formal complaints with the BBB, Arizona Department of Insurance and Financial Institutions (DIFI), and the Attorney General.
Warned the community across public forums and Reddit regarding this administrative loophole.
Formally demanded a full refund and contract cancellation due to bad-faith administration.

What I'm Asking:

Has anyone successfully gotten Assurant or similar vehicle service contract providers to reverse a "pre-existing condition" denial on a newly launched program like Rivian Care where no pre-inspections were required? What finally worked?
Are there specific executive escalation contacts at Assurant or Rivian's warranty administration partners that actually respond to consumer disputes?
Any tips on keeping pressure on via state insurance regulators (like DIFI) when dealing with third-party extended warranty administrators?

I have all the contract documentation, denial letters, inspection notes, and my formal dispute filings ready if anyone wants to review the specifics.

Thanks in advance for any advice or help getting this in front of the right person.

Best regards,

Edward

https://rivian.com/support/article/what-is-rivian-care

•Saturday

So sorry to hear about this. Here's the approach I'd take for fix this:

First, check your factory warranty. A 2022 R1T may still be inside Rivian’s New Vehicle Limited Warranty, depending on your in-service date and mileage. Rivian says Rivian Care’s service contract coverage is secondary to that warranty. If you’re still covered by the factory warranty, suspension bushings and a leak should go to Rivian first, and the pre-existing question is no longer relevant. If you’re past it, keep reading.

Next, pin Assurant down on its own definition. Pull up the exact wording of “pre-existing condition” in your contract, not just the exclusion in Schedule 3, item 10(a). Then ask Assurant, in writing, for the evidence it relied on. That means the inspection notes, photos, technician statements and anything else showing the condition existed before your purchase date. Ask for the name and title of the person who made the call. In most insurance disputes, the company has to show that an exclusion applies, so a denial with no documentation is the weakest part of Assurant’s position. (Note: I’m not a lawyer.)

Also get your Rivian service center to put its findings in writing. If the technician who looked at the truck will say the wear is consistent with normal use, and that nothing in the service history points to an earlier failure, you have something concrete to set against Assurant’s boilerplate. Check whether bushings fall under the “select wear and tear items” Rivian says the contract covers from day one.

https://eletric-vehicles.com/rivian/rivian-expands-extended-warranty-program-to-31-states-adds-r2/

On escalation, remember that Rivian sold you this product under its own name. Write to Rivian’s customer support and ask it to intervene with its administrator. Companies care about how a partner’s denials reflect on their brand, especially for a program that’s still expanding state by state. At Assurant, Jeffrey Strickland is the executive vice president and president of Global Automotive, which is the division that handles vehicle service contracts. Assurant’s corporate email format appears to be [email protected]. Keep the email short and polite. Include your contract number, the denial letter, your request for the evidence and the outcome you want.

https://fintool.com/app/research/companies/AIZ/people

With DIFI, use the complaint number and follow up on a schedule. When Assurant responds to the regulator, you should get a copy. Reply to it point by point. Note any claim the company made without documentation. Regulators read rebuttals, and a polite, organized one carries more weight than a second angry complaint.

One more thing: I’d tone down the public warnings and the bad-faith language for now. I understand the frustration, but in my experience, a company digs in when it feels attacked in public. You get further with a calm paper trail. On the refund, read the cancellation section of your contract. Service contracts usually allow a pro-rated refund even after the free-look period, and because Assurant paid nothing on your claim, nothing should be deducted for claims.

Please let us know how this turns out for you.

Noah Z•Friday

StubHub charged me C$5,094 "late delivery" penalty despite confirming it received and delivered my World Cup tickets on time

Hi everyone, I'm hoping for advice on a StubHub seller penalty I've been fighting for about two months.

I sold two FIFA World Cup tickets on StubHub (Switzerland vs Colombia, Round of 16, BC Place Vancouver, July 7, 2026, sale #647524312). StubHub penalized me C$5,094 for "late delivery," but its own emails show the tickets were delivered on time.

Timeline:

- June 28: I pre-uploaded the tickets. StubHub emailed me confirming it had received them and would deliver them automatically to the buyer once sold, with "no work after your tickets sell."

- June 30: The tickets sold.

- July 3: StubHub emailed me confirming the tickets were delivered. - My sales page lists the delivery deadline as July 7, and the order status as "Delivered / Transfer complete." My FIFA account shows the seats assigned to the recipient's phone.

- August 3: StubHub applied a C$5,094 penalty for missing the delivery deadline. It charged C$840.83 to my credit card and held the remaining C$4,253.17 against my account.

- October 2: StubHub charged the C$4,253.17 to my credit card.

The strange part: I pre-uploaded a second pair of tickets for the same match ten minutes later, using the exact same process. StubHub delivered those and paid me normally. The only difference between the two orders is StubHub's own delivery timing after the sale, which was still before its own deadline.

What I've tried:

- Disputed through StubHub's chat with all my documents. Denied with a template message on September 10.

- Asked to speak with a representative. An agent replied that my request was "noted" and the decision stands.

- On October 8, emailed StubHub's customer service and senior executives with full documentation, plus a follow-up with the June 28 confirmation.

- On October 14, received a second denial, word-for-word identical to the first.

- Opened a dispute with my credit card issuer (BMO) for both charges.

My questions:

1. Has anyone gotten StubHub to reverse a seller penalty like this, especially for pre-uploaded tickets? What finally worked?

2. Is there an escalation contact at StubHub that actually responds?

3. Any tips for the credit card dispute, given StubHub will likely argue the penalty is allowed under its seller policies?

4. If this doesn't resolve, is it worth sending a lawyer's demand letter or filing in small claims (I'm in Ontario), given StubHub's arbitration clause?

Is there anything you guys can please do to help me? I've done everything I can think of, and this is a lot of money for me. Any advice or help getting this in front of the right person at StubHub would mean a great deal.

I have all the emails and screenshots if anyone wants to see specific wording.

Thanks in advance for any help.

Noah

https://www.elliott.org/company-contacts/stubhub/

•Friday

This is a terrible situation. Unfortunately, seller disputes are outside our wheelhouse at Elliott Advocacy, but you’ve kept a better paper trail than most people who write to us, so let me give you what I can.

Your strongest point is StubHub’s own record. Its July 3 email says the tickets were delivered, and your sales page shows a July 7 deadline. Every message you send should lead with those two dates.

Penalties like this one are often applied automatically, possibly because the buyer reported a problem or because the FIFA transfer registered differently in StubHub’s system. Ask StubHub in writing what delivery date it’s relying on and what evidence supports it. A template denial can’t answer that question. I think a non-answer will help you with your card issuer or in court.

For escalation, our StubHub contact page lists the executive contacts we use.

Eric Baker is StubHub’s founder, chairman and chief executive officer. Mark Streams is executive vice chairman and chief legal officer. Keep your email short: the sale number, the delivery and deadline dates, the C$5,094 penalty, the second pair of tickets that paid normally, and what you want (a full reversal within 14 days). Attach the June 28 and July 3 emails and the “Delivered / Transfer complete” screenshot. Say that you’ll file in Ontario Small Claims Court if it doesn’t resolve.

https://www.ontario.ca/laws/regulation/000626

On the BMO dispute, don’t argue whether StubHub’s penalty policy is fair. Argue that the condition for the penalty never happened, according to StubHub’s own records. Send the sales page with the July 7 deadline, the July 3 delivery confirmation and the FIFA screen showing the seats assigned to the buyer. Add the second order as a comparison. A one-page cover letter is plenty. Card dispute windows are often about 120 days from the charge date, so confirm with BMO that your Aug. 3 charge is still covered.

As for legal options, Ontario Small Claims Court has heard claims up to $50,000 since Oct. 1, 2025. StubHub’s user agreement has historically let users take qualifying claims to small claims court instead of arbitration, though you’ll want to check the version you accepted. Ontario’s Consumer Protection Act also makes mandatory arbitration clauses unenforceable in consumer agreements. It’s not settled whether an individual selling personal tickets counts as a “consumer” under that law, so the small-claims route is cleaner. A demand letter from an Ontario lawyer or licensed paralegal doesn’t cost much and sometimes reaches someone with authority to fix this. Paralegals can also represent you in small claims.

https://cases.justia.com/federal/district-courts/california/candce/4:2020md02951/364041/62/0.pdf

Choose one path at a time. If BMO rules in your favor, you’re done. If it doesn’t, you still have small claims.

Please let us know how this goes. Other members sold World Cup tickets this summer and will want to know how this ends

Yun Zhou•Friday

•On The Road

Turkish Airlines: 35,000 Miles&Smiles miles missing after confirmed Marriott transfers — 7 template replies, no investigation

Hi everyone, Christopher Elliott asked me to post my case here.

Two Marriott Bonvoy → Turkish Airlines Miles&Smiles transfers (Aug 27, 2026) should have credited 90,000 miles. Only 55,000 were credited — 35,000 miles (~$700) missing.

- 75,000 Marriott points → 30,000 miles (certificates 722905342 / 722905673)

- 150,000 Marriott points → 60,000 miles (certificates 722899318 / 722906384)

Marriott confirmed in writing all points were sent with matching names. The failure is on Turkish Airlines' side.

What I've tried:

- Sept 5: TK feedback ticket 15127546 → 6 template replies (Marriott "missing hotel stay" form — irrelevant; one said "contact Marriott")

- Sept 22: filed DOT complaint

- Oct 11: escalation email to [email protected] → auto-receipt only, no human reply

- Oct 13: new portal case TK-15318840 → Oct 14 reply was a 7th template (missing-stay form again), case marked "Completed"

Nobody at TK has ever checked their own records against the certificate numbers. I'm asking for: a back-office review, the 35,000 miles credited to account 272761762, and a written explanation.

Full paper trail available on request. Any advice appreciated.

Dwayne Coward

•Friday

I’m sorry to hear you’re having this difficulty. Unfortunately, you are not alone in experiencing problems with Marriott Bonvoy and Turkish Airlines and their respective loyalty program. We receive many submissions involving various issues with this airline, and Turkish Airlines has generally been unresponsive to our inquiries, even when we contact the company on behalf of consumers.

In this particular situation, however, I believe your best course of action is to work directly with Marriott Bonvoy. Marriott initiated the points transfer, and the terms governing that transfer—including the number of miles you should receive from its airline partner—are part of your transaction with Marriott.

In other words, your agreement regarding the conversion of your Marriott points into airline miles is with Marriott, rather than Turkish Airlines. If there is a discrepancy between Marriott and Turkish Airlines regarding the number of miles that should have been credited, Marriott will need to resolve that issue with its partner. If Marriott is unable to provide the mileage you were promised, it should also address the possibility of restoring or refunding the Marriott points you transferred.

We publish contact information for Marriott Bonvoy on our website, including executive-level contacts you can use to escalate your concerns if Marriott’s regular customer service team is unable to resolve the matter:

https://www.elliott.org/company-contacts/marriott-bonvoy-customer-service-contacts/

I hope this information is helpful and that Marriott is able to resolve the issue for you.

•Friday

No, your pet doesn’t want to go on vacation with you

•Friday

•Podcasts

Is It Animal Abuse to Bring Your Pet on Vacation?

Today, we put an end to the long-debated question: Is it okay to take my pet on vacation? It's not like he'll eat a dog-killing virus or jump off a cliff or overdose on illicit drugs. Right?... Right! I don't like this silence.

Is It Animal Abuse to Bring Your Pet on Vacation?

00:00

12:33

Sree S•Thursday

Issue with Liberty Home Guard - Home Warranty Issue

Hi,

I have signed up Home Warranty Service with Liberty Home Guard for over $2500/5 years.

Mike Davis sales rep said that it is completely covered either Repair and Replace with one time fee of $70.

He also said that how old the appliance or any conditions doesn't matter.

The plan will kick in after 30 days to kick in benefits.

I have opened two claims with them and now they found that my refrigerator can't be repaired and they are offering only $600 instead of replacement.

I spoke to Mike Davis about this and he re-confirmed that it will replaced or repaired with Haul way charges included.

He escalated and resolution dept is telling that it is based on the year of old.

And I have another issue reg air condition water leak and drain issue.

But they are saying that technician is charging them $300 and asking me to pay $200 on top of my service of $70.

I paid service fee for both of them and when I asking for escalation to higher level management, they are not doing it.

They are not even letting to talk to supervisor as they are asking for reason even after explaining my situation.

I spoke to Eric from Billing and he said that he is escalating the case to supervisors of Sales, Resolution and Customer Service.

But no one called so far.
They are not letting me cancel the policy and saying that would cancel my claims even though opened before cancellation.

•Friday

I'm sorry this is happening to you.

Here's how I'd approach this: Start with your contract. A sales rep’s verbal promise usually won’t override the written terms, so look for the section on replacements and cash payouts. Many home warranty contracts let the company pay cash instead of replacing an appliance, and some calculate that amount by the appliance’s age. If yours says that, Liberty Home Guard’s $600 offer may be within its terms, even though it’s not what Mike Davis told you.

If the contract promises replacement with no age limit, you have a strong case. Check the AC claim the same way. Look for what the contract says about technician charges above the service fee.

Next, get everything in writing. Your calls with Mike, Eric and the resolution department don’t leave a paper trail. Send a short, polite email that lists both claim numbers, what you were promised and what you want: a replacement refrigerator with haul-away, plus the AC repair covered under your $70 fee. Attach any emails or sales materials from Mike that back up his promises.

If customer service won’t escalate, go over its head. David Moreno is the company’s co-founder and co-CEO. Liberty Home Guard also lists a customer service address ([email protected]) and a compliance address ([email protected]). Copy compliance on your email.

Don’t cancel the policy yet. Cancelling could hand the company an excuse to close your open claims, and you’d lose leverage.

If the company still won’t budge, file a complaint with your state’s insurance department or attorney general. Home warranties are regulated at the state level, and a regulator’s inquiry tends to get a faster response than a phone queue. Please let us know what happens.

Desiree L•Thursday

Fraudulent charge

Hoping you all can help. I was charged fraud on my debit credit card and my credit union stated nothing they can do to do small claims. The company homesafesusa.com isn't a legit site. No address phone doesn't work as well as there email. Website is no longer available as well. The bank said since they have my address and phone number it looks like a legit purchase from online. I never received and items from this company as well.

Desiree L•Thursday

I can't find anything on them as a company

•Thursday

Is your hotel room safe? The mistake you’re making right now

Phil Feldstein•Thursday

StubHub's own season-ticket tool created a duplicate sale. They charged me $778.80, more than the tickets sold

SUMMARY

StubHub's listing tool showed my Steelers listing as "pending," then it disappeared from my account. I relisted the same seats manually, and that listing posted instantly. More than five hours later, StubHub published the original anyway. Both sold overnight. StubHub's agent told me in writing to fulfill the sale, so I bought replacement seats in the same level and row, and the buyer accepted the transfer. StubHub then reversed itself and charged me $778.80, the same day its support team told me the case was still under review.

TIMELINE (all Oct 2026, Eastern)

- Oct 4: Submitted my seats through StubHub's season-ticket listing tool in the app. It showed "pending," then vanished from my account. No confirmation email.

- Oct 4, 4:58 PM: Listed the same seats manually. Posted instantly; tickets preuploaded.

- Oct 4, 10:30 PM: The vanished listing went live on its own. I wasn't in the app (phone Screen Time confirms).

- Oct 5, 12:24 AM and 4:08 AM: Both listings sold. StubHub auto-delivered my preuploaded tickets on the second sale, leaving the first unfillable.

- Oct 7: Agent said the penalty can't be waived, then promised an emailed resolution within 24 hours. It never came.

- Oct 9: A second agent wrote that I "will need to fulfill the sale" to avoid a penalty. I bought comparable seats in the same row for $523.60; the buyer accepted the transfer and StubHub marked the order "Delivered." StubHub then ruled the seats didn't count and had them returned. I resold them for $252.00.

- Oct 9-14: StubHub's X support acknowledged the delayed publication "appears to have resulted in a duplicate sale" and said the case was under review.

- Oct 14: StubHub canceled the order and charged $778.80: $156 to my card and $622.80 withheld from my payout for the sale I did complete.

TOTAL IMPACT

$1,050.40 worse off: $622.80 payout withheld, $156 charged to my card, $271.60 lost on replacement seats.

WHAT I'VE DONE

- Live chats, StubHub's X and Facebook support, and email (full paper trail sent to Christopher by email)

- Filed StubHub's formal charge dispute

- Mailing StubHub's Notice of Dispute under its User Agreement (required before arbitration)

- Complaints filed with the Pennsylvania Attorney General (file opened; StubHub asked to respond within 21 days) and the BBB

- I have a full evidence package: StubHub's own emails, chat transcripts, order screenshots, transfer records, and receipts

WHAT I'M ASKING

I'm seeking reversal of the $778.80 charge and reimbursement of my $271.60 loss. Has anyone dealt with StubHub's season-ticket listing tool creating hidden or delayed listings, or had a dropped-sale penalty reversed after following an agent's instructions? Any advice on escalation contacts or next steps would be appreciated.

https://www.elliott.org/company-contacts/stubhub/

•Friday

Phil, I’m sorry you’re dealing with this situation. It looks like you were careful at every step, and when things went sideways you followed StubHub’s written instructions. StubHub then penalized you for following them, according to your paper trail.

I think you have some leverage here. Your strongest piece of evidence is the Oct. 9 message telling you that you “will need to fulfill the sale.” StubHub can argue about whether its season-ticket tool glitched. It will have a much tougher time explaining why it charged you for doing what its own agent told you to do. Put that message at the top of everything you send from here on. The X support team’s acknowledgment of a duplicate sale comes right after it.

Here’s how I’d approach the next few weeks.

First, take it to an executive. Your paper trail is excellent, but front-line agents usually can’t undo a penalty once the system applies it. Send a short, polite email to one of the StubHub executives on our company contacts page. Keep it to a few paragraphs covering what happened, the agent’s written instruction and the amount you want back ($778.80 plus your $271.60 loss). Attach only the key screenshots. Executives skim, and a 40-page evidence file tends to get forwarded back to the same team that turned you down.

I would hold off on a credit card dispute for now. You could dispute the $156 charge with your card issuer. A chargeback won’t touch the $622.80 StubHub withheld from your payout, though. StubHub may also restrict a seller account after a chargeback, which would be a real problem for a season-ticket holder. I’d keep that option in reserve until the executive appeal and the attorney general’s office have run their course.

Let the Pennsylvania attorney general complaint run its course. A response request from a state AG often lands on the desk of someone with the authority to fix things. Don’t be surprised if StubHub reaches out to you directly before its 21 days are up.

Read the fine print on your Notice of Dispute. Check StubHub’s User Agreement for how long the company has to respond before you can move to arbitration. Many agreements also let you take a claim to small claims court instead. I haven’t confirmed whether StubHub’s does, so look for that language before you mail anything.

Please keep us posted on your progress.

David Kumaki

•Thursday

United Airlines offer as alternative to EU261

Here's an interesting offer from United after my flight from Venice to Boston was cancelled due to a mechanical problem:

Option 1 - United Electronic Travel Certificate:

Receive a $1,000 (USD) United Electronic Travel Certificate, applicable to flights operated by United, United Express or partner airlines sold on United digital channels. Electronic Travel Certificates expire one year from the issue date. For more details and to view terms and conditions, visit the travel credits page.

A copy of each traveler's passport or other government-issued identification is required in order for United to process the certificate. Once received, we'll email you the certificate details.

OR

Option 2 - United MileagePlus® Miles:

Receive 50,000 MileagePlus miles. You can redeem the miles on flights operated by United, United Express, Air Canada, ANA, Austrian, Lufthansa, Swiss, Thai and other Star Alliance member airlines. These miles can also be used for various MileagePlus services and award options. MileagePlus miles never expire. For more details and to view the MileagePlus program rules, visit the MileagePlus page.

To accept this offer, please respond with your United MileagePlus account number. If you're not yet a member, you can enroll online at no cost.

OR

Option 3 - Monetary Compensation:

If you prefer monetary compensation under EU261, you are required to provide a copy of the traveler's passport or other government-issued identification for each person included in order for United to process the claim. Once we receive the requested documents, we'll send you a secure link via email for a digital payment of EUR 600.

I took the third option (cold, hard cash) because 1) option 1 ties me into making a United flight sometime within the next year even though it is more than EUR 600, and 2) MileagePlus miles are worth about $0.012 each which is $600 (less than EUR 600).

I really do wonder how many people choose either of the first two options. But then, I wonder how many of the >220 people inconvenienced by this cancellation actually applied for compensation.

On the other hand, I have to say I am impressed by how easy it was to get compensated by United.

https://curia.europa.eu/juris/liste.jsf?num=C-257/14

•Thursday

I think you made the right call. Here’s how United’s offer compares with what EU 261 gives you.

Your flight left from an EU airport, so the regulation covers it no matter which airline operated it. Venice to Boston is well over 3,500 kilometers, which puts you in the top compensation tier of 600 euros per passenger. A mechanical problem doesn’t get the airline off the hook. The European Court of Justice ruled in 2015 (van der Lans v. KLM) that technical problems are part of an airline’s normal operations and don’t count as “extraordinary circumstances.”

So United owed you the money, and it didn’t try to argue otherwise.

https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32004R0261

United also didn’t apply a discount it might have tried. On long-haul routes, an airline can cut the payment in half if it reroutes you and you arrive within four hours of your original arrival time. United paid the full 600 euros, which tells me either your delay was longer than that or it chose not to haggle. Either way, you got the maximum.

On the alternatives, EU 261 does allow vouchers instead of cash, but only if the passenger agrees in writing. That’s what Options 1 and 2 are. The $1,000 certificate looks bigger on paper. It’s locked to United, though, and it disappears in 12 months. Plenty of travelers never use those certificates, which is part of why airlines like offering them. Your valuation of the miles is in line with what most loyalty analysts use, around 1.2 cents each, so 50,000 miles comes out to roughly $600. [Unverified] At recent exchange rates, 600 euros is worth somewhere around $650 to $700, so the cash wins on value and flexibility.

One thing to check: compensation is separate from the airline’s other obligations. If you paid for meals, a hotel or transportation while you waited, United still owes you those expenses under the “right to care” provisions. If you had to buy a new ticket because United didn’t rebook you, that’s reimbursable too. Accepting the 600 euros doesn’t wipe those out, so send United the receipts if you have any.

The passport request is routine. Airlines use it to confirm the payee matches the passenger, and I wouldn’t read anything into it.

https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

As for your question about how many of the 220 passengers file a claim, nobody publishes those numbers. I’d guess it’s well under half. A lot of travelers never learn about EU 261, and the ones who do often take the voucher because the number is bigger. United made it easy for you, which is how the system should work. Not every airline is that cooperative.

•Wednesday

HP sold me the wrong warranty—and then sent my refund to the wrong bank

Meta NewsroomMaking it Easier to Access Account Support on Facebook and InstagramYou can now access 24/7 account support on Facebook and Instagram.

Sergio C.•Wednesday

Apple's Customer service😖

I’m writing to share an unusual incident I had with my MacBook Pro. I was trying to edit files I’d created myself but encountered problems even with administrator privileges. The Apple Senior Support team couldn’t fix it and ultimately suggested deleting my user account. This was because I had a Time Capsule with recent backups. It’s worth noting I hadn’t upgraded to OS X 27 as that would have made the Time Capsule incompatible.

Following the advice of a Senior Apple Support advisor, I deleted my user account, losing 960 GB of data. The Time Capsule then unexpectedly failed, preventing it from being mounted in the Migration Assistant. Even though the files appear on my Mac in sparsebundle format, they can’t be opened or mounted.

Several Senior Department advisors and technicians tried to repair the Time Capsule but were unsuccessful. Finally, I was given three links to external data recovery companies, whose services would cost a minimum of $1,200 plus VAT. This was because Apple doesn’t perform recovery on Time Capsules, despite presumably having the capability.

As compensation, Apple offered me a free purchase in the Apple Online Store worth €260. I tried to buy a €360 product and offered to pay the difference but was told that wasn’t possible. To top it all off they also refused to issue a gift card for the same amount, so I’d be able to spent it on something I want or need, but insists instead to have to buy it themselves on my behalf only -$300 max.!

Overall, this has been the most disappointing experience I’ve had with Apple in my 20 years as a customer, having bought a whole bunch of products from this company.

I'm not a lawyer, but one might assume that Apple could be held liable for the data loss?

John Clark

•Saturday

Two quick questions.

Did you get help by phone, online, or at an Apple or Apple authorised store location.

Did the help technicians direct you to attempt to fix file, folder, or user permissions before suggesting deleting your user account?

Did they repair or rebuild drive access permissions?

Or do that themselves if you were in a store? That’s always the very first step.

If not, then you probably have a case. File access errors are not uncommon on any operating system and for MacOS can often be fixed with a few simple clicks.

This was totally the wrong approach. Deleting a user account is literally the last option. That disables drive decryption keys.

If you didn’t reformat the drive an actually qualified technician may be able to rebuild your account through the macOS recovery mode.

You may also want to try a replacement power and data cable on the Time Capsule. Just to be sure.

Good luck. Sorry that happens to you.

Amine GUESSOUS•Tuesday

•General

Facebook disabled my 18-year-old account — and its own support system makes it impossible to appeal before the 30-day deadline

Facebook disabled my 18-year-old account — and its own support system makes it impossible to appeal before the 30-day deadline Hello everyone, I'm reaching out to this community because I have been struggling with a serious Facebook account issue for several weeks, and I have exhausted nearly every support option I could find. My Facebook account, which I have used since approximately 2008, was disabled on September 21, 2026, without a specific explanation. My linked Instagram account was also suspended as a direct consequence. What makes this situation particularly troubling is that Facebook explicitly tells me I can request a review within 30 days, but its own technical support system prevents me from submitting that appeal. I am hoping that someone here, particularly an advocate familiar with Meta's account support procedures, might be able to suggest a genuine escalation route or help bring this technical failure to the attention of an appropriate team. 1. My account was disabled without a meaningful explanation On September 21, 2026, Facebook suddenly disabled my personal account for allegedly violating its Community Standards. However, I have not been told: - Which specific rule I supposedly violated. - Which post, comment, message, or activity triggered the disabling. - Whether the decision resulted from automated moderation or human review. - What evidence Meta relied upon. I did not receive an explanatory email identifying the alleged violation. To the best of my knowledge, I have not done anything that would justify such a severe restriction. I genuinely cannot identify any activity that might have caused this decision. I was not provided with a meaningful prior explanation identifying a problem I could address. I understand that Facebook must enforce its rules, but I believe users should at least be told what they are accused of doing and be given a genuine opportunity to respond. Losing an account that has existed for almost 18 years is not a minor inconvenience. It means potentially losing access to years of memories, conversations, photographs, and personal connections. My linked Instagram account was also suspended because Facebook allegedly violated its rules, without any separate Instagram violation being identified. My ultimate goal is to recover both accounts, not merely obtain an explanation of the technical problem. 2. The central problem: Facebook's appeal procedure is an endless login loop This is the most important part of my case. When I try to log in to Facebook, the platform recognizes my account and displays a notification stating that my account was disabled on September 21. The notification explains that I can provide additional information and request a review within 30 days. It directs me to Facebook's Help Pages through a button labeled "Access Help Pages". However, following that instruction leads to the following sequence: Step 1: I attempt to log in to Facebook. Step 2: Facebook displays the disabled-account notification and tells me to visit the Help Pages to request a review. Step 3: I follow the link and reach Facebook's Help Center and Meta AI Support Assistant. Step 4: The support assistant tells me that I must log in to receive personalized assistance concerning my account. Step 5: I select the login option and enter my credentials. Step 6: Facebook sends me straight back to the same disabled-account notification. Step 7: The notification once again tells me to visit the Help Pages, where the cycle starts again. In short: Disabled account → Help Center → Meta AI Support Assistant → Login required → Facebook login → Disabled account → Help Center again. There is no accessible appeal form, no way to submit my explanation, and no confirmation that an official appeal has been registered. The account restriction I am trying to challenge is itself preventing me from accessing the procedure designed to challenge it. This is not an appeal that was examined and rejected. This is an appeal that I have been technically prevented from submitting in the first place. 3. I have tried multiple devices, applications, and browsers I have attempted to resolve this issue through several methods: - Facebook's Android application. - Facebook Lite. - Messenger. - Google Chrome and other browsers. - A computer. - Safari on a separate iPhone. The same fundamental obstacle persists. I have also encountered technical error messages such as "Connection lost" and "An unexpected error occurred", sometimes after entering a two-factor authentication security code. I still have access to the email addresses and telephone number associated with the disabled account. I am willing to complete any legitimate identity-verification process required by Meta. This is not a forgotten-password problem. It is an access failure affecting the support and appeals process. 4. Facebook provides no accessible alternative support channel for my situation Because the official support route is inaccessible, I have attempted to contact Meta through other means. I searched for Facebook and Instagram support email addresses published online, including addresses historically associated with account recovery and appeals. Unfortunately, these addresses were not verified as functioning appeal channels. My attempts either generated automated responses or delivery failures, or received no substantive reply. I also attempted to obtain assistance through Meta Verified support using a family member's verified account. The support representative explained that they could not handle the issue because the disabled account belonged to another person. I understand that such restrictions may exist for privacy and security reasons. However, the result is an impossible situation: I cannot obtain personalized support from my own disabled account, and support accessed through another account cannot assist because the problem concerns my account. I also contacted my country's data protection authority to request information about the processing of personal data potentially involved in the disabling decision, including any role played by automated systems. I have not yet received a substantive response. Despite all these efforts, I still have no functioning method of contacting a team able to examine my appeal. 5. Meta's public support commitments make this especially concerning Meta has publicly announced improvements to its account support and appeals processes. In December 2025, Meta described improvements intended to make account support more accessible: https://about.fb.com/news/2025/12/making-it-easier-to-access-account-support-on-facebook-and-instagram/ In March 2026, Meta also discussed how its AI support assistant was designed to help users navigate account problems and appeal options, while emphasizing the continued importance of human judgment in critical decisions such as account-disabling appeals: https://about.fb.com/news/2026/03/boosting-your-support-and-safety-on-metas-apps-with-ai/ That announcement also described an initial rollout of certain support capabilities for users unable to log in, starting with selected users in the United States and Canada. This raises an important question for users in other regions: If an account is disabled and personalized support requires logging in, what alternative appeal mechanism is available when the login process itself prevents access? Meta's Oversight Board has also addressed the importance of transparent account-disabling decisions, understandable explanations, meaningful appeal procedures, and appropriate human review: https://www.oversightboard.com/news/board-upholds-ban-in-first-accounts-case-but-calls-out-systemic-human-rights-concerns/ I am not claiming that these public statements automatically establish a legal entitlement to account restoration. However, I believe my situation illustrates exactly why accessible appeals and meaningful human review are important. 6. The approaching deadline makes this urgent My account was disabled on September 21, 2026. The specific notification displayed for my account announces a 30-day period to provide additional information and request a review. Based on that notification, the deadline may fall around October 21, 2026. Unfortunately, the exact cutoff time is unknown. Facebook's general help information sometimes refers to different appeal periods, but I cannot assume those general deadlines override the 30-day period displayed for my account. Despite weeks of repeated attempts, I still cannot file an appeal. How can Facebook allow an account to become permanently disabled because no appeal was registered when its own system prevented the user from registering one? I believe Meta should at least acknowledge the technical problem, take the documented appeal attempts into consideration, and preserve or reopen the opportunity for review while the failure is investigated. I am also concerned about preserving my account and associated personal information while this dispute remains unresolved. 7. What I am asking the Backchannel community I would sincerely appreciate any practical guidance or assistance with the following: 1. Reaching a real Meta support or appeals team Does anyone know of a legitimate escalation channel for disabled Facebook accounts when the normal appeal procedure cannot be accessed? 2. Reporting the technical failure Is there a way to have this endless login loop investigated as a technical support problem rather than being redirected to the standard account recovery instructions? 3. Protecting the appeal opportunity Can Meta be asked to recognize attempts made within the original 30-day period and allow an appeal to be submitted despite the technical obstruction? 4. Obtaining human review Is there a way to have the original disabling decision reviewed by an appropriate human team, especially when no specific alleged violation has been communicated? 5. Recovering my accounts My primary objective is to recover my long-standing Facebook account and the linked Instagram account if the restrictions were imposed in error or cannot be justified. I genuinely do not know what I could have done to warrant this decision. I am willing to provide any necessary explanation, supporting information, or identity verification through a secure and legitimate process. 6. Preventing irreversible consequences Is there any legitimate way to ask Meta to preserve the account, its associated data, and the possibility of review while the technical problem is investigated? 8. Evidence available I have retained supporting documentation, including: - Screenshots of Facebook's disabled-account notification showing the date, 30-day period, and Help Pages instruction. - Screenshots of the Meta AI Support Assistant requiring login for personalized assistance. - Screenshots of authentication errors. - Evidence of the linked Instagram suspension. - Written attempts to contact Meta and relevant support exchanges. - Details of unsuccessful attempts through several devices and applications. I have also submitted a detailed account of this situation to Elliott Advocacy for consideration. I understand that not every case can receive individual intervention, but I sincerely appreciate any guidance this community may be able to offer. I can provide relevant screenshots or correspondence privately to an authorized advocate or moderator if needed, with personal information appropriately protected. Final thoughts I have used Facebook for almost 18 years. I never imagined that I could suddenly lose access to such a long-standing account without receiving a clear explanation, and then discover that the very procedure offered to challenge the decision is inaccessible. I am not asking Facebook to disregard its policies or make an exception without examining the facts. I am asking for a fair opportunity to understand what happened, present my explanation, and have the disabling decision genuinely reviewed. The immediate problem is that Meta's own system prevents me from filing an appeal. The ultimate goal is to recover my Facebook and Instagram accounts if the restrictions are unjustified. I would be extremely grateful for any practical advice, experience, or assistance that could help me move beyond this support dead end. Thank you very much for taking the time to read my situation.

Meta NewsroomBoosting Your Support and Safety on Meta's Apps With AIWe’re launching new AI tools for support and content enforcement on our apps to make them work better for you.

The Oversight BoardBoard Upholds Ban in First Accounts Case But Calls Out Systematic Human Rights ConcernsThe Oversight Board has due process concerns relating to how Meta disables user accounts and to the company’s approach to account governance more broadly. In this case, the Board finds that the company was correct to permanently disable an account because of severe threats of violence it posted against a journalist. However, the Board has serious questions regarding the effectiveness of Meta’s responses to such threats that the company must address to ensure respect for human rights.

Amine GUESSOUS•16h

Dear Christopher,

I hope you are doing well.

I am following up on the detailed testimony and documentation I sent you on October 14 regarding the disabling of my Facebook and Instagram accounts.

Unfortunately, despite all the additional steps I have taken since then, I have made no progress and still have not received a substantive response from Meta.

I have contacted several Meta officials directly, including senior professionals in public policy, privacy, data protection and government relations.

I have also sent seven formal postal letters to Meta's offices and corporate representatives in France, Ireland and the United States, as well as to the California Attorney General.

Despite these extensive efforts, nobody has provided me with a solution.

I still do not know which Facebook rule I supposedly violated, and I remain unable even to submit an appeal, despite Facebook explicitly stating that I have the opportunity to do so.

As explained in my previous testimony, the appeal process itself is inaccessible. The apparent October 21 deadline is now approaching, and I am seriously concerned about permanently losing access to my accounts without ever having had the opportunity to challenge the decision.

Christopher, I genuinely need your help.

I have exhausted so many avenues, yet I cannot reach anyone at Meta who is willing or able to examine my situation.

Would you be willing to contact Meta directly on my behalf, raise my case with its press or account-integrity teams, or help me reach someone who could arrange an effective appeal and review?

I would also be grateful if you would consider using my experience and the research I previously shared as a starting point for a broader investigation into the difficulties users face when appealing account restrictions.

I remain fully available to provide any additional evidence, screenshots, correspondence, postal documents or other supporting materials you may need.

I know you have a busy schedule, but I would sincerely appreciate even a brief response indicating whether you might be able to assist.

At this point, I simply want someone at Meta to listen, explain the decision, allow me to appeal and fairly review the possibility of restoring my accounts.

Thank you again for your time and consideration.

Kind regards,

Amine Guessous
Casablanca, Morocco
[email protected]

Susan V

•Tuesday

Round trip vs. individual itineraries

I'm looking at flights to Chicago for Thanksgiving -- which are already filling up -- and the prices are a lot higher than I expected (I haven't gone out there since 2024). I have enough miles to use money-plus-miles fares both ways if I book them individually, but not if I do a round trip itinerary. I've never done separate itineraries. Are there any pitfalls or downsides I should factor in before deciding how to book?

Dwayne Coward

•Wednesday

Susan, it is generally true that many airlines offer round-trip fares that can be less expensive than purchasing two separate one-way tickets. However, what often happens is that the lower-priced round-trip fare inventory sells out before the more expensive one-way fare classes, so those lower fares may no longer be available by the time you search.

Airfares are also constantly adjusted based on demand, availability, and other factors. As a result, someone who purchased the same itinerary a few weeks earlier—or even a few days earlier—may have paid either more or less than you did.

Airline websites generally display only the fares and inventory that are currently available for purchase. There is therefore no way to determine what lower fares may have been available in the past or what fares other passengers were able to purchase before that inventory sold out.

A professional travel agent with access to a Global Distribution System (GDS) can typically see the different fare classes and currently available inventory for a flight. This can provide greater visibility into the fares available at a particular time and, if you have some flexibility in your schedule, may allow the agent to identify a cheaper round-trip fare.

Edited Wednesday

•Tuesday

Priceline canceled my reservation and left me with a $360 bill

Suleyman Usman•Monday

Below is an ongoing case that I have with Airbnb. I will appreciate kind advise from members to enable me get my refund.

Case ID: A127789530

URGENT ESCALATION - AirCover Health & Safety Violation (Mold & Infestation)

I am formally rejecting Sadeeya's decision to close this case. The claim that Airbnb "cannot override a host's cancellation policy" directly violates Airbnb’s official global AirCover policy. Under the Guest Refund Policy, standard host cancellation policies are completely overridden when a property contains severe health and safety issues.

The listing I stayed in possessed active mold growth, insects crawling openly across the floor, and a large spider on the wall directly next to the bed. I evacuated the premises within 48 hours of check-in, placing this report fully within Airbnb’s strict 72-hour AirCover reporting window.

Video evidence documenting these hazards has been uploaded to this case file. Because the host refused to address these severe health conditions, I turn to Airbnb for guest protection. I request that a Senior Escalation Supervisor manually review the video evidence, override the host's policy as mandated by AirCover, and issue a full refund immediately. If this is not resolved, I will continue my active consumer protection disputes with my bank and external consumer advocacy groups.

•Wednesday

Sure, I think you can embed a video in this forum.

Bruce Epstein•Monday

Icelandair Booking Cancellation

My wife and I recently traveled to Iceland round trip. In checkout line I discovered my Passport was missing which would prevent us from departing. I immediately talked to an agent to inquire if the same flight had seats available the next evening which it was. My intent was to hopefully retreive the passport from our car which was 130 miles away at the Bus parking lot. After taking the bus back we found it, so I called up Icelandair to rebook. I was informed we were listed as NO SHOWS so the entire booking was cancelled without refund. The new booking additional cost of ~ $2,800 above the original of ~$1,300. The new booking included my original return flight. My initial booking was Economy Standard Non Refundable, but I did purchase insurance through Icelandair, but it only covered me for medical. I was anticipating paying for an additional reasonable cost the departing flight the next evening, but not the return. on the same flight. The return flight was not close to full. We essentially paid for four seats on the same flight. I filed a claim with them stating we were not NO SHOWS because we did discuss our situation with an Agent who did not inform of any options. I did see that some Airlines often allow for a flat tire situation.

Bruce Epstein•Friday

Thank you Dwayne. I will indeed contact Icelandair executives to ask for a goodwill exemption.

•Monday

Help! Microsoft locked my account and won’t let me back in!

David Code•Monday

Google Fi Wireless deceives and stonewalls its customers

I’m an organized Yale grad. I recognize that my credibility plunges if I exaggerate or misrepresent the facts I have summarized below.

I've been a loyal member of Google Fi since literally the day they launched in 2015. I know Fi’s system well. Aug 22, 2026 was the fifth time my two-year subscription expired and I was eligible for a phone upgrade to the next Pixel 9a, Fi's website informed me that the 9a was sold out and would not let me proceed to the next screen. I should mention that I worked in UI (User Interface) for Facebook, so I’m quite familiar with the back end of a consumer website.

I called Support and Google’s offshore call center person in the Philippines told me there was nothing she could do. I told her that this is my 5th upgrade, that I know the rules, that I have played by the rules, and now I want Google to honor their upgrade agreement. I asked for a Pixel 10a. She repeated there was nothing she could do. The call took just over 44 minutes. She gave me a case number but I never received emails or any kind of follow-up. I wrote to Google Fi:

"Sep 9 was the first time that I heard that Google fi's phone subscription service had been discontinued. I received no notice of this.

"The user interface in my account still suggests clearly that the phone subscription service continues, and it offered me an upgrade just as always in the past.

"As you saw in my screenshots, the upgrade to the 9A is frozen and sold out, with no option to continue in the upgrade process. This clearly suggests that there is still a phone subscription service, but it was sold out with no other options for me.

"The 1600 "credit" was, in my perception, ambiguous. This is not a great example of user interface. I doubt that I was the only person who misunderstood that you were simply telling me my financing limit. I had thought that I was being offered such a big credit because the pixel 9A was temporarily sold out, or as a reward for my loyal subscriptions for 11 years. All Google had to print was "credit line" instead of "credit" and all the ambiguity would be gone."

On Wednesday August 26th at 10:45 a.m. MST, I spent 44 minutes on the phone with Google Fi's offshore call center for customer support. They did not inform me that the program had been discontinued, and they clearly were not aware. She assigned me a case number but I never received any follow-up about it at all.

My case was then stuck for weeks while I waited. It turns out she gave me a fake case number: 5-0448000042825. A Fi staffer later wrote that, “The reference number you shared (5-044-800-0000-41825) is not a recognized Google Fi case ID format. Official Google Fi case IDs consist strictly of a 14-digit number.”

I wrote back to Garry, the Fi staffer, and said: “Gary, I have been a faithful and loyal supporter of Google since I switched over to Gmail in 2004. You guys are famous for being perfectionists who create great products that "just work." And making things right in the rare instances when things don't work. May I please ask a favor of you? I have spent literally dozens of hours, over 17 days, going through all the proper channels for support, with no results. Could you please comp me and [my wife] Karen a Google pixel 10a each? I think I have shown plenty of patience and good faith here, and I would be grateful for a one-time courtesy from y'all.”

Garry replied re: “the roadblock you ran into on the "Assign Device" page. Because Karen’s device was purchased from your account, our system currently registers the active promotional reservation under your account while that order is being processed and fulfilled. Because the promotion is limited to one active promotion per line, the system temporarily grays out your name until the pending device is officially activated.” This was all news to me. How could any customer possibly be aware of this?

Garry instructed me to: “Wait for Delivery & Activation: Once Karen’s Pixel 10a arrives, have her turn on the phone and complete activation on her line. Place Your Order: As soon as Karen’s line is active, the promotional hold clears. Your line will immediately show as eligible again on the store, allowing you to select your line, apply the $300 promotion, and trade in your Pixel 8a for the $100 value.

At this point, I was stunned that Google Fi kept coming up with all justifications that their customer interface had multiple, serious glitches, but Fi never once admitted a mistake or apologized. It seemed that Google’s Legal department had coached them to never admit mistakes, or something. I wrote back: “My wife Karen's Pixel 10a phone arrived today and I have registered it with her Fi account. You told me I could now order the same phone for myself, but the screenshot below shows that Fi's interface is still malfunctioning and I cannot order another Pixel 10a for myself. ALSO, the cost has jumped $50 while I was trusting in your instructions and waiting to order. THIS IS TIME-SENSITIVE!!! I leave for Korea in less than 2 weeks. Please send me a Pixel 10a 128 GB Lavender color with no device protection and a trade-in package immediately. And please honor the $200 price I SHOULD HAVE gotten if the interface had worked properly.

Garry replied that: “Regarding Karen's activation and your order eligibility: When a newly delivered device is activated on an existing group or family plan, our backend systems require up to 24 hours to fully sync the completed activation, clear the active promotional reservation, and refresh eligibility on the account. Because Karen just activated her phone today, the ordering interface has not yet updated to release the promotional lock for your line.”

On Sep 14, Garry wrote: “Regarding the $50 price change and your request to honor the original $200 pricing: Because this requires administrative review beyond standard front-line tool capabilities, I have escalated your case directly to our supervisory team for priority handling. A supervisor will review the pricing history, the activation delay, and your order requirements to assist with a direct resolution. You can expect a follow-up from supervisory support within 24 to 48 hours.” In fact, it took them 5 days to decide.

Fi’s email from a supervisor on Sep 17 was the most incredible to me of all: “Thank you for contacting the Google Fi Support Team. My name is Stella, one of the supervisors...Additionally, could you please provide me with the promotion terms and conditions for the device?” Gee, aren’t the T&C more the responsibility of the company, rather than the customer?

Two days later, a different supervisor felt the need to repeat the justifications they had previously sent me: “I would like to clarify a few important details regarding your account and options:

$1,600 Line of Credit: The $1,600 amount shown on your account is your approved total device financing credit limit. This is the maximum credit line available to finance hardware purchases through monthly installments, rather than a promotional discount, gift balance, or direct bill credit.

Phone Subscription & Trade-ins: The Google Fi Phone Subscription program has been officially discontinued. While upgrading or utilizing device options through the legacy subscription program, trade-ins cannot be attached directly to that specific flow. However, when you purchase a device through standard checkout, you can complete a trade-in. Please note our system policy allows one trade-in per device order.

Multiple Orders & Promotional Limits: Our system enforces a limit of one active promotional reservation per line at a time. Once your pending device arrives and is activated, the system limitation will clear, allowing you to proceed with ordering a second promotional device.

Regarding your request to honor the previous $200 price point for the Pixel 10a following the recent $50 price increase, I am currently coordinating directly with our supervisory team to review the interface blockers you experienced and determine if a price adjustment exception can be granted...Elsa”

On Sep 20, my now 3rd supervisor, Nikil, finally decided to credit my account $50 for the price difference. He wrote: “We see that you have filed an FCC complaint regarding this matter. As a result, your case has been escalated and is now being handled directly by a higher-level specialist. To avoid any confusion and maintain a single point of contact, we are closing this current support ticket. Please use Case ID 7-0506000041732 for all future follow-ups, as our specialist team will be communicating with you through that reference moving forward.”

On Sep 24 FedEx delivered my Pixel 10a to our landlord by mistake, so I won’t get the phone until tomorrow morning, only 24 hours before we fly to Seoul, Korea. I will not have time to charge the phone and make the data transfer, which took hours to do with my wife Karen’s new Pixel 10a (and it took a further two days to iron out the kinks and glitches resulting from an imperfect transfer). So I’ll have to take my old Pixel 8a, with its failing battery, to Korea and Japan for a month of rigorous travel. On the road is when I need my battery most.

I want to request that Google Fi credit me not only $50 for the difference in phone price, but an additional $470 for the dozens of hours and screenshots I put into this over 30+ days, pointing out to Google Fi what they should already know if they paid any attention to the user interface of their own website. Let's call it a "one-time courtesy." Do you feel this is a reasonable request?

So far, Google fi has offered me a total of $150 credit.

Thanks,

Dave

David Code•Tuesday

I really appreciate the time and attention you have paid to my case! I will follow your advice, and I'm grateful for it. Bless things on you and your work!

Rita Constantine•Monday

Obstructed View - Seatgeek

Hi everyone! I went to bad bunny in Puerto Rico and the seats were clearly obstructed. Not only was the equipment in the way but there was netting as well. When purchased the tickets did not mention them being obstructed. However the next day all those seats were then listed obstructed. I tried calling and escalated it to speak to a manager and they didn’t offer any solutions. I made a report to BBB and disputed the charge with my credit card and had no luck. Any ideas?