$66,000 GMC Sierra Denali Ultimate Suffered Catastrophic Engine Failure About 30 Hours After Purchase. After 74 Days Without It, I Still Have No Resolution.
On August 27, 2026, I purchased a used 2023 GMC Sierra Denali Ultimate from Pensacola GMC Cadillac, also known as Step One Buick GMC Cadillac, in Pensacola, Florida. The total amount financed was approximately $66,000.
On August 29, approximately 30 hours after purchasing it, the truck suffered catastrophic engine failure while I was traveling out of state to visit family and help clear my disabled mother’s storage unit. I was only six hours into a planned 20 hour trip, traveling on an Alabama highway after passing through a one lane construction zone.
The truck began making unusual noises, displayed warning messages, including LOW OIL PRESSURE STOP ENGINE, and lost power while I was traveling over 70 mph. I had to maneuver out of traffic and onto the shoulder. I was stranded beside fast moving highway traffic in an isolated, wooded area near a forest, with no nearby facilities. I did not feel safe being left there, especially with the possibility of encountering wildlife or random people in such an isolated location. I waited more than five hours for assistance. Passing trucks rocked the disabled vehicle, and the battery eventually died, leaving me without functioning hazard lights.
The experience was unsettling and exhausting. I could not sleep that night or the following day. Instead of being able to rest after such a drawn out experience, I had to spend the next day dealing with the dealership, arranging a rental vehicle, discussing repairs, and figuring out how I would continue my trip. As a disabled veteran living with chronic pain, being stranded without power also meant having no access to the truck’s heated seats or my heating pad while waiting for help.
The truck was initially towed to Devan Lowe Buick GMC in Rainbow City, Alabama. Getting it there required traveling more than an hour and 20 minutes in the opposite direction from where I was headed. It then took additional time for the truck to be transported back to Pensacola, and my battery was lost during the process. We also waited several additional days before continuing our trip home because repairs were not being performed on Saturday and we were waiting for the dealership to address the truck. The service department was already a month behind, and throughout the process, it never felt like getting our truck repaired or getting us back on the road was a priority.
I had to arrange and pay for a rental vehicle while stranded in Alabama because I did not have another vehicle available to use at the time. The dealership did not provide me with a loaner until September 4. Without having my own car at home, I would have had to continue paying for the rental for additional days. I am still seeking reimbursement for the rental, lodging and travel expenses I incurred.
The dealership diagnosed lower bearing failure and a locked engine, with metal found in the intake manifold. The repair involved replacing the engine, radiator, starter, battery fuse block, intake manifold, oil cooler lines, and numerous other components.
The truck was unavailable to me for 74 days, from August 29 through November 11. During this time, I spent countless hours on calls, emails, and text messages trying to get this resolved. I dealt with GM customer service and escalation representatives, the service department, two dealerships, trying to find a lawyer or representative, the glass company, and others. More than four GM representatives never even responded to my emails. The dealership’s sales manager never responded to my emails and eventually stopped replying to my text messages. I repeatedly had to follow up, explain the situation, seek answers, and try to get different parties to take responsibility, often without receiving a response.
There was also a separate issue with the rear sliding glass. It was broken during a hurricane while the dealership had my truck outside. I understand approximately 100 other vehicles were placed inside while mine was put outside. My personal belongings were inside, and the opening was taped shut for weeks. I’m not sure if water got inside during the hurricane before it was taped. After the disagreement over who was responsible for the damage, I ultimately paid $688 out of pocket to have the glass replaced.
When I was told the truck was repaired, the fuel pump recall had still not been completed, and the rear glass issue remained unresolved. I am finally getting the truck back on November 11, but its return does not resolve the underlying dispute.
After a catastrophic engine failure approximately 30 hours after purchase, an extensive engine replacement, 74 days without my vehicle, and the additional problems that followed, I have lost confidence in GM and in this truck’s reliability. I should not have to wonder what else may fail or whether another major repair will leave me stranded again.
What I am asking GM to do
My preferred resolution is for GM to buy back the truck and provide $20k in goodwill compensation, or a reasonable goodwill amount, in addition to reimbursement of my incurred travel expenses and outstanding rental costs.
I am also willing to consider a comparable or better electric vehicle replacement on acceptable terms, with battery coverage, OnStar One services, Super Cruise, and related connected vehicle benefits included and maintained for as long as I own the vehicle.
If GM expects me to keep this truck, I want comprehensive warranty coverage for repairs to anything that develops a problem while I own it. Given what has already happened, I need meaningful protection against future failures and repair expenses. Simply telling me the engine has been replaced is not enough to restore my confidence as several others have needed at least more than one engine replacement.
I have also tried to find an attorney to represent me, but I have not been able to find a lawyer willing to take my case at the moment. After exhausting so much time and effort trying to resolve this directly, I am asking Elliott Advocacy for help.
I need assistance getting this matter in front of someone at GM who has the authority to review the entire situation and offer a meaningful resolution. I am not asking for another explanation of the repairs or another promise to look into the matter. I am asking for a fair outcome that recognizes the seriousness of what happened, the frightening experience of being stranded, the time I have lost, the expenses I have incurred, the lack of communication, and the loss of confidence caused by this experience.
Getting the truck back after 74 days and replacing the engine does not undo what happened or resolve this dispute. I do not want the completed repairs to be treated as the end of this matter. I would greatly appreciate Elliott Advocacy’s help in obtaining a fair resolution from GM.
I'm really sorry this is happening to you. Spending 74 days chasing two dealerships and GM for answers is not ideal customer service.
Now that the truck is back, your first job is getting someone at GM with real authority to review the whole case.
There’s some background you’ll want. In April 2025, GM recalled about 600,000 trucks and SUVs from the 2021 to 2024 model years with the 6.2-liter V8, including the Sierra 1500, for crankshaft, connecting rod and bearing defects. Federal regulators are now investigating engines that failed even after the recall work was done. Your dealer’s diagnosis lines up closely with that recall. Ask the dealership for the full service history on your VIN. Find out whether the recall inspection was performed before it sold you the truck. Then ask GM to confirm in writing that your replacement engine is new, built after the recall’s production window, and what warranty covers it.
I also want to give you a frank read on your requests. Florida’s lemon law covers only new and demonstrator vehicles. The state attorney general’s office says there’s no lemon law for used cars, which probably explains why lawyers have turned you down. I think a buyback with $20,000 on top is unlikely. An EV swap with lifetime connected services is even less likely. Your expense reimbursement and a written extended warranty on the engine are within reach. GM already gives extended coverage to engines that passed the recall inspection, so asking for the same protection on yours is reasonable. If GM offers a protection plan or a goodwill payment, take it seriously.
Skip the phone calls. Write one short, polite email with a dated timeline: the Aug. 27 purchase, the Aug. 29 breakdown, the tow to Rainbow City, the Sept. 4 loaner and the Nov. 11 return. Include your repair order, case numbers, the names of everyone who didn’t respond and your receipts for the rental, lodging and travel. GM has a courtesy transportation program for warranty repairs, so ask it to reimburse those costs. Ask GM to assign one person to your case and to reply by a specific date. Send it to the GM executive contacts.
https://www.elliott.org/company-contacts/general-motors/
Send the $688 glass bill to the dealership, not GM. Your truck was in the dealer’s custody when the hurricane hit. If it refuses to pay, Florida’s small claims court handles cases up to $8,000, and you don’t need a lawyer. Schedule the open fuel pump recall right away.
You should also file a safety complaint with the National Highway Traffic Safety Administration. Its investigators review those reports, and yours adds to the record on these engines. You can file it and check your VIN for open recalls here:
Blocked from Amazon
In April 2025, I lost my credit card. About 12 hours passed between the time that I last used my credit card and when I realized that I did not have it in my possession. i reported my lost credit card to my credit card company. During the 12 hours between last using my card and reporting it lost, someone used the card to purchase a $500 gaming certificate on Amazon. I reported this unauthorized purchase to my credit card company. They investiaged the situation, and did not charge me for the purchase. When I tried to log into Amazon, I was blocked. I called and emailed Amazon to explain the situation and resolve it. My efforts were to no avail. I continue to be blocked on Amazon to this day. The only way that Amazon will unblock me is if I use a different credit card to pay for the $500 gaming card. I refuse to do that, since the purchase was never authorized by me in the first place. What can I do to unblock my Amazon account?
TLS Automotive / Speedeezz: Missing Tesla Charger, Duplicate $230 Charge, and Unresolved Bumper Repair — Seeking Advice
I’m reaching out because I’m honestly at a loss for what to do next, and I would really appreciate some advice.
Christopher Elliott suggested I share my experience here. I have been dealing with an ongoing dispute with TLS Automotive and Speedeezz Auto Finish in Fort Myers, Florida, regarding repairs to my 2021 Tesla Model Y. Anthony Collado is the owner/president of both TLS Automotive and Speedeezz Auto Finish, which is important because I was charged separately by both businesses for work that was supposed to be included in my original agreement.
What should have been a simple repair has turned into such an upsetting experience. I feel like I’ve been taken advantage of, and what bothers me almost as much as the money is the way I’ve been treated when I’ve tried to get answers.
I want to explain everything because I think it’s important to understand that I didn’t discover all these problems at once.
How everything started
I originally contacted TLS about repairing my front bumper and some paint damage.
On October 1, they quoted me $900 for the front bumper repair, including the replacement lower grille and parts, plus $200 for the additional paint work. They offered me a $100 discount, bringing the total to $1,000.
I confirmed that amount with them in writing before scheduling the repairs.
When I dropped off my vehicle, Anthony Collado explained that the rear of the car would need to be completely repainted instead of just having a spot repair. He told me that would cost another $400.
I agreed to that additional $400. I have never disputed that charge.
I had also already paid Speedeezz Auto Finish $230 separately for the grille, which was sent to the shop.
When I picked up my car on October 27, I paid TLS another $1,442, including a $42 credit card fee. At the time I was so flustered that I just paid it, not remembering that I had already paid for the grille, and that price was more than what we agreed upon.
Altogether, I paid $1,672.
What happened when I picked up my Tesla
This is where everything started going wrong.
When I arrived to pick up my car, it was close to closing time. Employees were leaving for the day, and I felt like everyone was in a hurry to get out.
The receptionist returned my Tesla Mobile Connector case to me, but the charging cable and one of its adapters were missing. The only thing left inside was one adapter.
I was shocked. I knew I had left that equipment in my car, and I couldn’t understand why the case was being returned without everything inside it.
I immediately tried to find out what happened.
When I approached Anthony Collado, the owner/president, about the missing charging equipment, he immediately told me that nobody would have touched my Mobile Connector because they have their own chargers at the shop.
I explained to him that the receptionist had just personally handed me the case, and it was practically empty. The charging cable and one of the adapters were gone.
What made the situation even more confusing was that an employee standing right next to Anthony spoke up and acknowledged that they had moved my Mobile Connector.
I remember him saying something along the lines of, “Oh yeah, we moved the Mobile Connector because we couldn’t close…” I honestly cannot remember whether he was referring to the hood, a compartment, or something else, and I don’t want to misquote him.
But I clearly remember him acknowledging that they had moved it.
That is what made Anthony’s immediate insistence that nobody would have touched my charger so upsetting and confusing. I was standing there trying to understand how my charging equipment could be missing when the receptionist had returned the case to me and an employee had just acknowledged moving it.
Instead of having a calm conversation about what happened, Anthony became argumentative, raised his voice loudly, and spoke to me so condescendingly that I felt incredibly uncomfortable and belittled.
I wasn’t there to cause a scene. I wasn’t asking for anything unreasonable. I just wanted to know where my belongings were.
I became so upset that I left holding back tears. As I walked out, I called them thieves out of frustration. I later apologized in writing because I know that accusing someone of stealing without proof is wrong.
But apologizing for what I said doesn’t change how I was treated or the fact that my charging equipment was missing.
And now I’m faced with having to replace my Tesla Mobile Connector myself.
According to Tesla’s official website, a replacement Mobile Connector costs $300 before tax. The replacement price I was quoted, including sales tax, was $319.50.
That is another $319.50 I should not have to spend simply
Mop because my charging equipment was missing when my vehicle was returned.
I’m a working single mother, and $319.50 is not an insignificant amount of money to me. It is incredibly frustrating to think that I trusted a business with my vehicle and now have to pay hundreds of dollars just to replace equipment I already owned.
Anthony later claimed that surveillance footage showed the charging equipment was already missing when I arrived.
I asked to see that footage because I am certain the equipment was in my car when I dropped it off. I have never been provided the footage.
I contacted the police twice. They offered to accompany me to the business to keep the peace while I requested the video, but they explained that they couldn’t force Anthony to provide it.
After the way our first interaction went, I honestly didn’t feel comfortable going back there.
Why I didn’t notice the other problems immediately
I really want to explain this because TLS is now accusing me of acting in bad faith simply because I’ve brought up several concerns.
When I picked up my car, I was completely consumed by what had happened to my charger.
I was upset, frustrated, and trying to process everything while employees were leaving and the business was closing.
I did look at my car, but not nearly as carefully as I should have.
I looked at the rear, and the paint looked good. Then I walked around to the front, saw that the grille had been replaced, and noticed that the bumper appeared to be aligned.
I didn’t get down and closely inspect the lower bumper.
I wish I had.
I also paid the bill without stopping to go through the numbers. My mind was somewhere else. I was so focused on my missing charger that I just wanted to pay and leave.
I trusted that the work I had paid for had been done correctly.
Discovering the duplicate $230 grille charge
It wasn’t until I later sat down and went through my original estimate and receipts that I realized I had been charged twice for the grille.
The original $1,000 agreement specifically included the grille and parts.
The additional $400 was for repainting the rear of the car, which I authorized.
Yet I had also paid another $230 separately for the grille.
I raised this issue with TLS in writing on November 5–6.
I’m not confused about the additional $400. I agreed to it.
I’m certain that I paid an additional $230 for something that was already included in the original quote, and I want that money refunded.
Then I discovered the bumper crack
On November 9, I noticed something else that made my heart sink.
There was still a visible crack-like line in the lower front bumper, right in the area TLS was supposed to have repaired.
WTH.
Before scheduling the work, I had specifically asked how the bumper would be repaired because I wanted to make sure the repair would last.
They had also confirmed a warranty on their paint and bodywork in writing.
I paid all this money, trusted them with my vehicle, and now I was looking at a visible line in the area that was supposed to be fixed.
I emailed TLS on November 10, included photographs, and asked for an explanation and for the issue to be addressed under their warranty.
I think I have every right to ask questions about work I paid for.
The response I received from TLS
Instead of addressing my concerns, TLS sent me an email accusing me of acting in bad faith, telling me they would no longer communicate with me, and threatening to pursue a restraining order if I contacted them again.
I was honestly stunned when I read it.
I have been trying to resolve problems with my vehicle and my money. I haven’t been contacting them for no reason.
This is their exact response from November 10:
“Hi Heather
You’ve claimed multiple issues now and it seems like your approach is in bad faith. As, per our shop policy we are not liable for any valuables left in your vehicle. In regards to your questions about the pricing, you were initially given a virtual estimate. However when you brought the car in and Tony looked at it the repairs were significantly more than what was discussed during the virtual estimate. This was the cause of the price increase. You agreed to the new price and the vehicle was fully repaired according to the estimate.
Due to your continued approach we will no longer be communicating with you. Your vehicle was fully repaired and handed back to you in the agreed condition. If you continue contacting us we will pursue a restraining order as this now has reached a level of harassment.
Best regards,
TLS HR Officer”
Reading that was incredibly upsetting.
I have been honest about what happened from the beginning. I’ve admitted that I didn’t inspect the car carefully when I picked it up. I’ve explained exactly what I agreed to pay. I’ve acknowledged that I became upset during my interaction with Anthony, and I apologized for the words I used.
I don’t understand how discovering separate problems at separate times means I’m acting in bad faith.
Am I supposed to ignore a billing discrepancy because I didn’t notice it while standing at the counter? Am I supposed to accept a visible problem with my bumper because I didn’t catch it immediately when I picked up the car?
I don’t think those are unreasonable concerns.
Where things stand now
I’m not trying to make claims I can’t support. I have the original written estimates, payment receipts, emails, and photographs documenting my concerns.
At this point, I don’t feel comfortable communicating with TLS directly anymore, especially after their latest email.
I paid $1,672 for these repairs, and instead of being able to put this behind me, I’m left trying to recover my missing charging equipment, get my $230 back, and find out why there is still a visible line in my repaired bumper.
Between the $230 duplicate grille charge and the $319.50 cost to replace my Mobile Connector, I am hoping TLS will provide $549.50 in reimbursement, in addition to an appropriate resolution of the bumper issue.
I’m a working single mother. I don’t have endless time or money to spend chasing down problems that I never expected to have in the first place.
I feel exhausted by this situation, and I am genuinely disappointed that something so straightforward has become this difficult.
I’m not asking for anything unreasonable. I want the duplicate $230 grille charge refunded, reimbursement or replacement of my missing Tesla Mobile Connector, and an appropriate resolution to the bumper issue.
I would be so grateful for any guidance from Christopher Elliott or the Backchannel community about what I should do next and whether there is a way to get these issues resolved without having to deal directly with TLS again.
I have kept all of the original emails, receipts, and photographs and can provide them to support everything I’ve described.
Thank you for taking the time to read this. I really appreciate any help or advice.
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Best Buy Nightmare and zero response when seeking resolution!
Retailer: Best Buy
Primary Order/Issue: Unresolved retail/logistics failures on Order for open-box electronics, resulting in significant out-of-pocket costs, wasted time, and zero response from store management or Customer Care and most recently emails sent to the appropriate executive's email address as found on Elliott.
Detailed Summary:
I purchased two open-box items from Best Buy (a 65" LG QNED TV and an Apple iMac) intended for my daughter. Both transactions resulted in severe failures by Best Buy:
1. Incorrect & Incomplete TV: The store fulfilled the order with a lower-tier TV model (LG 65" UA77 Series) instead of the purchased QNED model. Furthermore, essential hardware (legs/stand) was missing. Store management provided no empathy or operational assistance, forcing my daughter to lug the wrong, heavy TV back to the store, incurring hours of driving, toll fees, and gas, only to find the replacement was short on parts, requiring additional out-of-pocket purchases.
2. Locked Open-Box Computer (Security/Privacy Risk): The open-box Apple iMac was sold without being wiped or factory-reset, containing the prior owner's personal data and user profile intact plus it was locked/bricked anyway due to Apple's security —this is contrary to Best Buy's open-box inspection and data privacy protocols. Due to no response, I was forced to return it and purchase directly from Apple.
3. Financial & Reward Losses: The return/exchange chaos caused a complete disruption of my Best Buy Reward Certificates ($150), lost shopping portal rebates (10%), and unwanted tax disparities across state lines (DE 0% vs. PA 8%) as well as mileage, tolls and fuel expenses.
Despite escalating via store calls, chat (transferred multiple times), calls to customer service, and explicit email follow-ups with their escalations group and executive leadership, Best Buy has remained unresponsive (they simply do not answer)!
Desired Resolution
I am seeking a fair post-purchase financial adjustment from Best Buy to make us whole.
Two open-box purchases went wrong, and your daughter ended up hauling a 65-inch TV back and forth on the turnpike. I’d be fuming, too! The good news is that most of what went wrong is on Best Buy’s side of the ledger, and it looks like you can prove it.
First, check which executives you wrote to. We updated our Best Buy contacts on Nov. 6. If you emailed before then, some of the names you used may no longer be on our list. Resend to the current contacts:
https://www.elliott.org/company-contacts/best-buy/
Before you resend, tighten your request. “A fair financial adjustment” lets Best Buy offer a small gift card and call it even. Put a number on each loss instead. List the parts you bought for the replacement TV and attach the receipts. Add the tolls and the miles driven. Include the $150 in reward certificates. Then ask for a specific total and a reply by a specific date. Keep the email short and polite, with a dated timeline and any case numbers. Ask Best Buy to assign one person to your case so you don’t have to explain it again.
Best Buy’s return policy supports you. It says that if you get a product that isn’t the one you ordered, you can return it and Best Buy will arrange a replacement. The wrong model and the missing stand were its mistakes. The policy also asks customers to wipe connected devices and unlink their cloud accounts before returning them. Whoever handled that iMac before it went back on the shelf never checked. You got a computer still locked to the previous owner, with that person’s data on it. Mention that in your email. A stranger’s personal files on a computer Best Buy sold you is a privacy problem, and the executive team should hear about it.
Be realistic about the rewards. Best Buy’s certificate terms say a redeemed certificate won’t be replaced if you return the product. That’s why your $150 disappeared. In my opinion, your strongest argument is that you didn’t choose to return anything. Best Buy’s errors forced both returns, so ask it to reissue the certificates on that basis.
The shopping portal rebate and the sales tax difference are harder to recover. Best Buy doesn’t control the portal, and portals usually reverse cash back on returned items. You can still ask the portal for a manual credit and explain what happened. Sales tax depends on where the sale happens, so I wouldn’t lead with it. Focus on the costs Best Buy clearly caused. You’ll have a better chance of getting those back.
Circle by Meliá expired our week without notice
My husband and I are Circle by Meliá members (Infinite Blue, signed August 2024). The membership includes 7-night stays ("weeks") released each year, and we've genuinely loved the resorts. But one of our weeks expired in August 2026 and we had no idea until we went to book our December trip.
A few things that made this frustrating:
Expiration dates aren't shown anywhere online. Meliá confirmed this in writing. Our weeks didn't even appear in our account until about a month ago. The only way to find out when something expires is to call them.
No reminder. No email, no WhatsApp, nothing before the week lapsed. Meanwhile the monthly payment comes out automatically every month.
The contract is vague. It says unused weeks "in a given year" can be used for "an additional one-year period," but never says whether that's a calendar year or a membership year, or when the extra year starts.
Their explanations contradict each other. On Nov 4 they told us certificates are activated on the signing date. On Nov 7, after a "management review," they said certificates only activate once 20% of the price is paid (about six months after signing for us), yet they still count the two-year expiration from the signing date. So by their own account we couldn't use the week for the first six months of its window. Their records even show it activated in October 2026, after it had already expired.
We've escalated twice and been refused both times. All we're asking is for the week to be extended to two years from when it actually became active.
Has anyone else run into this with Circle by Meliá or the old Destinations / Club Meliá? Did anyone get a week reinstated, and if so, who did you reach?
Booking.com scheduled Apple Pay payment for a rate they now claim is an "obvious error" – Need Escalation Help
Hi everyone,
I am from Lithuania facing a severe breach of contract and an operational contradiction by Booking.com B.V. that threatens my upcoming peak-season trip to Thailand (November 26–30, 2026).
I booked a confirmed Deluxe Villa at Ao Nang Tropical Poolside Suites for a 4-night contract total of 5,600 THB (~150 EUR). The hotel later claimed this was a manual rate entry error (stating it should be 5,500 THB/night) and attempted to extort a 300% price increase (4,125 THB/night) through the platform's chat. I refused to cancel, as 1,400 THB/night is a completely standard, highly plausible introductory promotional rate for a brand-new property opening in November in Thailand, and I booked in perfect good faith.
The Promised Remedy: On November 5, Booking.com Specialist Paul Ricmar explicitly committed to a corporate alternative remedy in writing via live chat, stating: "Next step is to proceed with a relocation then eventually the original booking will be cancel... please be assured that Booking.com will step in to provide you with full support... [and] arrange a smooth relocation so your travel plans remain on track."
The Executive Denial: I escalated this to the executive care team. Senior Escalation Specialist Emily H. responded by completely reneging on that promise. She explicitly admitted the agent existed and apologized for his statements, but characterized his formal written commitment as "inaccurate information" and issued an ultimatum: accept the 300% price increase within 24 hours or the booking will be canceled.
The Operational Contradiction: Despite Emily's 24-hour threat of cancellation, the case is locked in an absurd loop. The app still officially marks my status as "Your stay is confirmed," and Booking.com’s billing gateway has verified, authorized, and actively Scheduled a full payment extraction of 5,600 THB via Apple Pay for November 22.
The platform is actively attempting to collect my money under the original contracted terms while explicitly refusing to honor either the reservation or their agent's written relocation commitment. I have already booked non-refundable flights and transit based on their confirmation. A simple cancellation leaves me facing a direct out-of-pocket deficit of €420 (15,400 THB) to secure a comparable independent detached pool villa at surged peak-season rates.
I have already updated Emily H. that a formal cross-border dispute is logged. I would highly appreciate the advocacy team's help in escalating this paper trail directly to corporate PR in Amsterdam to force them to honor their agent's written commitment with a €420 Travel Wallet voucher so I can relocate without suffering out-of-pocket losses.
Thank you for any advice or executive assistance you can provide!
Andrius
Instagram account disabled
My account was falsely disabled even after I submitted a verification selfie. I have tried every method I found on meta help center but I am permanently disabled. And the download data option isn't working as it's showing my correct password as incorrect. Someone help
Losing your account after doing everything Meta asked, including the selfie, would make anyone furious. I wish we could help you. Unfortunately, Elliott Advocacy can’t reinstate a disabled account. Only Meta can do that. You still have a few moves, though. I’d start by protecting your photos and messages.
First, look at the notice on your login screen. Some disabled-account notices give you 30 days to disagree before the decision becomes permanent. Others mention 180 days. If you’re still inside that window, keep your appeal open and note the deadline.
Next, the password problem. Try resetting your password with “Forgot password?” on the login screen, using the email address or phone number on the account. Then try the download again. A reset may not go through on a disabled account, but it’s a quick thing to rule out.
Your data and your account are two separate issues. If you live in the European Union or the U.K., data protection law lets you request a copy of your personal data from Meta even when you can’t log in. California has a similar right. Send a written access request through the privacy contact listed in Meta’s privacy policy. Explain that the self-service download tool rejects your correct password because your account is disabled.
If you’re in the EU, you can also take the suspension to Appeals Centre Europe. It’s free, and a human reviewer makes the decision. Its rulings aren’t binding, but EU law requires Meta to engage in good faith.
If you’re in India, file a complaint with Instagram’s grievance officer first. If the officer rules against you or doesn’t respond, you can appeal to the government’s Grievance Appellate Committee within 30 days.
Then write to Meta’s executives. Keep it short and polite. Include your username, the email address on the account, the date Instagram disabled it, the reason Meta gave and the date you submitted your verification selfie. Say you believe the decision was a mistake and ask for a manual review by a person. Ask for one more thing in the same email: a working way to download your data if Meta upholds the ban. Here are the contacts:
https://www.elliott.org/company-contacts/instagram-customer-service-contacts/
I’d keep expectations modest. In my experience, Meta rarely answers these emails personally. Still, an executive email sometimes gets a case a second look that the automated appeals never will.
One warning. You’ll probably see comments or messages from “recovery experts” offering to restore your account for a fee. Don’t pay them or share your login. They can’t get into Meta’s systems, and many are scammers who target people in exactly your position.
Kindle Direct Publishing problem
I am trying to have a book uploaded on Kindle Direct Publishing. The account
will not work right now because I cannot “Save and Continue” at the
Identity page. I have spent a good deal of time both on AI chat and Live
Chat. They have now marked my case as resolved but have not done anything
and it is not resolved.
Lisa,
Thank you for contacting us. I understand your frustration, particularly after spending considerable time trying to resolve the issue through Amazon's AI chat and live customer support, only to have the case marked as resolved without a solution.
Unfortunately, this appears to involve a business-related issue rather than a traditional consumer dispute. Kindle Direct Publishing is a self-publishing platform used by authors and publishers to distribute their work commercially. As a result, this type of account or technical support issue falls outside the normal scope of our consumer advocacy services, and we would be unable to mediate the matter on your behalf.
However, there are a few additional steps you might consider.
First, I would recommend submitting another request through the Kindle Direct Publishing support page, specifically asking that your previous case be reopened or escalated to a technical support specialist. Explain that the issue remains unresolved, that you cannot proceed past the Identity page because the "Save and Continue" function is not working, and that the previous case was incorrectly marked as resolved.
You may also want to review Amazon's identity verification troubleshooting information to ensure that your account details match your government-issued identification:
https://kdp.amazon.com/en_US/help/topic/GFN5MYGPJ4MV7PSP
If you have already exhausted the normal support channels, you can try escalating the issue through the Amazon executive contacts listed on our website:
https://www.elliott.org/company-contacts/amazon/
The contacts currently listed include:
General customer service: [email protected]
Executive Customer Relations: [email protected]
Primary executive contact: Doug Herrington, [email protected]
Amazon CEO: Andy Jassy, [email protected]
I recommend starting with the executive customer relations contact rather than contacting multiple executives simultaneously. Keep your correspondence brief, professional, and focused on the specific technical problem and the lack of resolution through the normal support channels.
You can also explain that you are not asking for an exception to Amazon's identity verification requirements, but simply need technical assistance to complete the required process so you can use the publishing platform.
Although we cannot directly intervene in this matter, I hope these suggestions help you find someone at Amazon who can address the problem and get your publishing account working again.
I wish you success with your book.
Airbnb banned me for nothing
Out of nowhere, Airbnb permanently banned my account, claiming I’m connected to another banned account, which I absolutely am not.
I’ve used Airbnb for years, have only positive reviews, and have never had any issues or warnings.
Both of my appeals were rejected, and even after calling Airbnb directly, they simply told me I violated their terms and that the ban is permanent, without explaining what I actually did wrong.
Has anyone experienced something similar and managed to get their account reinstated? If so, how?
I’m sorry this happened to you. Getting locked out after years of good stays, with no real explanation, would make anyone feel accused of something they didn’t do. I’d be angry, too. Your first priority is getting a person at Airbnb to look at your case, not another automated appeals queue.
Elliott Advocacy can’t reinstate a banned account. Only Airbnb can do that. But Airbnb has reversed bans like yours when the right person reviewed them.
A few years ago, I wrote about a reader in Vermont whose account was removed because Airbnb said she was affiliated with someone who wasn’t allowed on the platform. She had no idea who that might be. She emailed Airbnb’s executives, and the company restored her account. Airbnb later told me that a second review led it to reinstate her.
Before you write, think about what Airbnb might see as a connection. The company doesn’t publish its criteria. A connection could be a shared phone number, payment card, device or home network. Has a relative, roommate or friend ever booked through your account, used your card or logged in on your Wi-Fi? Have you traveled as a co-guest on someone else’s reservation? You don’t need to name anyone. If you can rule those things out, say so.
Then stop calling. Front-line reps can’t overturn a permanent ban. Write one short, polite email that includes the email address on your account, how long you’ve been a member and how many stays you’ve completed. Add the dates of the ban notice, both appeal denials and your phone call. State that you have no connection to any banned user. Ask for a manual review by someone outside the team that handled your appeals. If Airbnb upholds the ban, ask it to tell you, in general terms, what kind of connection it found so you can respond. Ask Airbnb to assign one person to your case. Send it to the executive contacts:
https://www.elliott.org/company-contacts/airbnb-customer-service-contacts/
Keep the tone calm. In my experience, an angry email to an executive often gets routed back to the same team that turned you down.
Check whether Airbnb owes you anything. If you had upcoming reservations, make sure you received full refunds. If you had travel credits or gift card balances, ask in the same email what will happen to them.
About the secrecy: Airbnb relies heavily on automation to flag fraud. It rarely explains these decisions because details could help bad actors game the system. Hence the silence. It doesn’t excuse leaving a longtime customer with no answer.
Airbnb is charging us for damage we didn't do
We rented an Airbnb (YellowDoorBeachHouse) for 3 nights while our home was treated for termites. Two weeks after our stay, we received a $482 bill for
damages they claimed were our responsibility.
We absolutely did not damage this rental, unfortunately in our rushed state we failed to take "before" photos of the home.
We appealed the decision and Airbnb reviewed the appeal and resolved all but one of the listed items we allegedly damaged: $90 for a stained carpet. Again, we did not cause this damage. Appealed again, but this time they've upheld the decision based on the fact we could not provide "valid documentation".
Their reason for upholding their decision that we should pay for the damage is because I was unable to prove we DIDN'T do it, (I didn't provide "valid documentation"). So they concluded that we did it. Yet, they have no date/time stamped photos proving that the damage occurred during our stay; just photos of damages they are alleging that we caused. Without proof, I'm not sure how they arrived at a decision that it was us who did it.
Since they dismissed all of the other damage claims, how did Airbnb conclude that THIS particular damage is our responsibility? It doesn't make any sense. We do not even know what the stain itself was. We also do not know if anyone else was at the rental between the time we left and the alleged damages (including housekeepers).
We are seniors and landlords ourselves and understand the importance of taking care of property. We would never cause damage to a rental property and we did not cause this stain.
It's not the amount, it's the frustration that we did not damage their carpet but we are expected to pay for it. Airbnb is going to charge our Visa card on November 20 and I don't see how to stop it.
We would like Airbnb to reverse this decision and to not charge us for allegedly staining their carpet.
Any thoughts on what to do? Thanks!
This is awesome! Thank you for letting us know.
Refare
Anybody out there have any issues or comments about a web site promising to credit your airfare if they find a lower price after you booked and paid? I tried the service and the day of my trip of course they e mailed me saying they had no luck! Funny thing is that I kept checking on my own and I found lower price. Crazy? Ended up trying another promised site
Got my cc credited
Anybody have any thoughts or comments
True. Wondering about if anybody out there has had any dealings with these sites
Apple Denied My MacBook Pro Replacement Despite Repeated Major Repairs
I purchased my MacBook Pro on February 6, 2021. Since then, it has required multiple major repairs, including repeated logic board replacements. Apple replaced the logic board, Touch ID, and display in July 2025, followed by another logic board and Touch ID replacement in November 2025.
Now, the computer will not turn on again. Despite my repeated attempts to resolve the issue, Apple has refused to provide a replacement, stating that too much time has passed since the first repair.
However, my most recent repair was November 26, 2025, less than one year ago.
I have spent considerable money on repairs for a computer that continues to experience the same failures. I am asking for assistance in persuading Apple to provide a comparable replacement at no additional cost rather than another temporary repair.
Apple Support Case Number: 102980243355
A laptop that keeps dying after major repairs would wear anyone down. I've had this happen to me before, and it's HIGHLY frustrating. You’ve paid for two big repairs, and the MacBook still won’t stay on. I understand why you want Apple to stop patching it and replace it.
You’re right about the 90 days. Apple guarantees its repair work and replacement parts for 90 days from the date of service, or for whatever is left on your Apple warranty or AppleCare plan if that’s longer. Without AppleCare, your November repair was covered through late February. Having the repair less than a year ago doesn’t extend that guarantee. Apple’s explanation may have confused you, but its answer matches its written terms.
https://support.apple.com/en-us/100170
That doesn’t end your case. It changes what you’re asking for. You’re asking Apple for a goodwill exception. I think your strongest argument is the pattern. Apple replaced the logic board in July 2025, then replaced it again four months later. Now the computer won’t turn on at all. That suggests the repairs never fixed the underlying problem.
Before anything else, think about your files. If you don’t have a recent backup, mention that in your email. On recent MacBook Pros, the storage is built into the logic board, so another board replacement can wipe your data.
Then stop calling. Write one short, polite email with a dated timeline: the Feb. 6, 2021, purchase, the July 2025 repair, the Nov. 26 repair and the date it failed again. List what Apple replaced each time and what you paid. Include your case number, 102980243355, and attach your receipts. If you don’t have the repair paperwork, ask Apple for copies of both service records. Ask Apple to assign one person to your case. Ask for a specific outcome: a comparable replacement MacBook at no charge.
Send it to Apple’s executive contacts:
https://www.elliott.org/company-contacts/apple/
Let Apple make the first offer. It may come back with a credit toward a new Mac or a free repair rather than a replacement. If it offers a repair, ask it to guarantee that repair for a full year, given the history.
In my experience, front-line Apple reps can’t approve exceptions once a device is out of coverage. They go by the dates in the system. Decisions like this get made higher up, which is why your email should go there.
NCL Unfair Practice
Hi! I'm new to this group. I recently joined because Norwegian Cruise Line (NCL) stiffed us out of $9,500 plus dollars on an Alaska cruise in August 2026. I received a discount for being a military veteran, we followed up through out the year for questions and booking excursions etc... When we received our flight information booked by NCL, we called to question the one hour layover on an international flight. We asked if we could change flights to come in a day early. We were assured (and on a recorded line) that if there would be any issues, NCL would take care of it. Ironically, NCL changed there own policy starting January 2026 that Alaskan cruises must arrive one day prior to departure (we booked in 2025 prior to the policy change). We've reached out several times to NCL and was able to recover a little more than what they refunded but will not budge or refunding the whole amount or or at least providing a voucher for a future cruise. They also refused to acknowledge or deny what was said during phone call about our concerns. This is a breach of there verbal contract when we expressed or concerns about the flight itinerary, again booked by them. Of course our flight was delayed out of Detroit causing us to miss our connection in Minneapolis... We are hoping for any help or suggestions from the Elliot Advocacy group. Thanks for looking into our situation.
Welcome to Backchannel. I’m sorry this happened to you. You saw the problem coming, called NCL about it and still lost your cruise. I’d be furious, too.
Your strongest evidence is that phone call. You flagged the one-hour connection, asked to fly in a day early and were told NCL would take care of any problem. NCL won’t confirm or deny what its rep said, but it has the recording. Your first priority is getting someone at NCL to listen to it.
One small correction. NCL’s January change wasn’t limited to Alaska. Starting Jan. 26, 2026, everyone who books flights through NCL’s air program has to arrive at the embarkation port at least one day before sailing. In a notice to travel agents, NCL said day-of-sailing arrivals had caused guests to miss their ships. You booked in 2025, so the rule didn’t apply to you. I think it still helps you. NCL acknowledged months before your cruise that same-day arrivals were risky. It left you on one anyway, even after you called to ask about it.
https://www.travelmole.com/news/ncl-makes-major-change-to-flight-booking-program
I’d steer away from calling this a breach of contract. NCL’s air program terms say flight schedule problems are the airline’s responsibility. Legal arguments tend to send a complaint to a company’s lawyers. A request for fairness usually gets further.
Also, stop calling. Instead, write one short, polite email with your booking number and a dated timeline: when you booked, the date and approximate time of your call about the layover, the number you dialed and the rep’s name if you have it. Add the Detroit delay, the missed connection in Minneapolis, what happened next and what NCL has refunded so far. Ask NCL to review the call recording. Then ask for one specific outcome, either a refund of the remaining balance or a future cruise credit for that amount. Ask NCL to assign one person to your case. Send it to the executive contacts:
https://www.elliott.org/company-contacts/norwegian-cruise-line-ncl/
Did you buy travel insurance? Trip interruption and missed-connection coverage exists for situations like yours. If you have a policy, file a claim now. Most policies set a deadline after the trip ends.
The airline owns a piece of this, too. If the delay out of Detroit was within its control, such as a mechanical or crew problem, ask it in writing to cover your out-of-pocket costs from that day.
Gotogate (Etraveli) still hasn’t paid my refund for a cancelled Oman Air flight, 5 months later
I booked a flight through Gotogate on 2 June 2026 and have not received my money back, even though the airline cancelled the flight and says it has already paid the refund.
The booking
Order number: 1135-568-754
Route: Kuwait to New Delhi on 15 June 2026, Oman Air WY648 / WY241, economy, 1 adult
Amount paid: 83.00 KWD by Mastercard debit card
What happened
Oman Air cancelled the flight, so I was entitled to a refund.
I contacted Oman Air directly. They told me they processed the refund to Gotogate on 16 July 2026.
Gotogate has still not paid the money to me.
I chatted with a Gotogate agent on 31 August 2026. It did not help, and my refund is still unpaid.
I could not find any email address or postal address for the company to send a formal complaint to.
Gotogate is operated by Etraveli Group. As far as I can tell, they received the airline’s refund and are keeping it. I have been waiting for months for money that is not theirs to hold.
What I have already done
Contacted Gotogate support and chatted with an agent
Contacted Oman Air, who confirmed the refund was processed
Sent my case to Elliott Advocacy
Prepared a written complaint to Etraveli
What I need help with
Has anyone else had an unpaid refund from Gotogate or Etraveli after an airline cancellation? How did you get it resolved?
Does anyone have a working escalation contact at Etraveli (email or address)?
Would a chargeback through my bank work this long after the purchase? The payment was by debit card.
Does anyone know whether the EU or Swedish consumer authorities accept complaints from non-EU customers?
I have the booking confirmation, the Oman Air refund proof and the chat transcript, and I’m happy to share them. Thank you for any advice.
Five months is far too long to wait for money the airline says it already returned. A Gotogate refund stuck between the airline and the agency is one of the most common complaints we hear about online travel agencies. I’d be climbing the walls by now, too.
Your first priority is getting Oman Air’s refund confirmation in writing, if you don’t already have it. Ask for the date, the amount and a refund reference number. Ask Oman Air to confirm that the money went to Gotogate. That document is your best evidence. Gotogate’s own terms say it pays customers back once it receives the money from the airline. If Oman Air paid on July 16, Gotogate has nothing left to wait for.
If Oman Air’s front line won’t put it in writing, here are its executive contacts:
https://www.elliott.org/company-contacts/oman-air-customer-service-contacts/
Then stop using the chat. Write one short, polite email with a dated timeline: the June 2 booking, the cancellation of your June 15 flight, Oman Air’s July 16 refund and your Aug. 31 chat. Include order number 1135-568-754 and attach the Oman Air proof. Ask for one outcome, which is a refund to your Mastercard by a specific date. Ask Gotogate to assign one person to your case.
The company behind the Kuwait site is Gotogate International AB, part of Etraveli Group. Its mailing address is Box 1340, 75143 Uppsala, Sweden. We list Etraveli’s customer service executives on our Flight Network page. Flight Network is another Etraveli brand, and those executives oversee Gotogate, too.
https://www.elliott.org/company-contacts/flight-network/
Copy Gotogate’s customer service address, [email protected], so your complaint is on file there as well. Be ready for a small deduction. Gotogate’s terms generally treat its own service fees as nonrefundable. If it holds anything back, ask for an itemized breakdown.
On the chargeback, I wouldn’t count on it, but I’d still ask. Mastercard generally gives banks 120 days from the date the service was supposed to happen. For your flight, that window closed around Oct. 13. Some refund disputes run on a different clock, and your bank makes the final call. Tell the bank that the airline refunded the agency on July 16.
The European options look less promising. Sweden’s National Board for Consumer Disputes handles only claims that fall under Swedish law. It normally limits itself to contracts made in Sweden. The European Consumer Centres help EU residents with cross-border disputes. Closer to home, Kuwait’s Ministry of Commerce and Industry takes consumer complaints through its online portal and the Sahel app. I can’t promise it will act against a foreign agency, but a complaint adds to your paper trail.
Scammed at Venmo, but they denied my claim
I was recently scammed out of $1150 in my Venmo account. There were 3 fraudulent transactions within minutes of $500, $500, and $150. I called Venmo to report the scam. There was another transaction of $193 that they asked about, but I told them that it was valid. A day later, I got a report of my claim stating that I was questioning 2 of the fake ones, and the $193 transaction. I called AGAIN and told them that the $193 was valid...it was the other 3 transactions that were fake. A day later, I got a notice saying that they had denied my claim because "the transactions were consistent with your payment history"!!! Really? I don't know this "person" (the account is obviously suspicious), the transactions were within minutes of each other, and I only use Venmo about twice a year. How can this possibly be "consistent with my payment history".
Can someone help me get my money back, especially since it was THEM that screwed up the claim and denied it based on bad data?
Here are the transactions, their opening of the case, and their denial.
List of transactions showing the three fake ones:
You paid Janet Scheeley
Sep 29
payment
- $500.00
You paid Janet Scheeley
Sep 29
paying
- $500.00
You paid Janet Scheeley
Sep 29
pay
- $175.00
You paid Joyce Tapper-Benham
Sep 27
Travel
- $193.00
This is Venmo email opening the case. Note that they include the charge for $193 which was NOT in dispute, and I told two separate Venmo people this.
Hi, Sumner Blount
We're reviewing your Venmo case
Original transaction(s):
Dispute Case IDVM-R-YGN-647408792
Dispute amount$500.00 USD
Transaction amount$500.00 USD (fake)
Transaction ID4696976499140411794
Transaction dateSeptember 29, 2026
Payment sent toJanet Scheeley
Dispute Case IDVM-R-YGN-647408792
Dispute amount$193.00 USD
Transaction amount$193.00 USD (NOTE: this is the VALID transaction)
Transaction ID4695507875010856968
Transaction dateSeptember 27, 2026
Payment sent toJoyce Tapper-Benham
Dispute Case IDVM-R-YGN-647408792
Dispute amount$500.00 USD (fake)
Transaction amount$500.00 USD
Transaction ID4696977757532027052
Transaction dateSeptember 29, 2026
Payment sent toJanet Scheeley
THis is the mail closing the case:
Hi, Sumner Blount
Your Venmo dispute case has been denied
Original transaction(s):
Dispute Case IDVM-R-HTE-647408892
Dispute amount$500.00 USD
Transaction amount$500.00 USD
Transaction ID4696976499140411794
Transaction DateSeptember 29, 2026
Payment sent toJanet Scheeley
We received the case(s) you filed on September 29, 2026. We have reviewed this transaction(s) and are denying your case(s):
Based on our review, we found this transaction is consistent with your payment history. (emphasis mine)
[end]
This conclusion is obviously absurd. I never heard of her, there were 3 withdrawals within minutes of each other, and I generally make about one payment every six months or so.
I can't say that I've made any progress. They denied my claim, despite TWICE mis-stating what transactions I was claiming were fraudulent. This is after me telling TWO Venmo people over the phone the precise transactions that were fake. You can also look at my transaction history and see immediately the 3 transactions that were at least questionable, because they were done within minutes, and I had never transacted with that "person" before.
thanks for any help
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