Sprinter Bus Gotobus1) Get us a refund, and 2) alert the monitoring authorities of the company's fraudulent policies which take advantage of people seeking to use their inexpensive services, by not providing alternate resources that are met with honest intentions.Virginia Beach Virginia

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On 3/2/18 I book 2 round trip reservations from NYC to Virginia Beach leaving on 3/3, and returning on 3/6 for a total of $170. I was scheduled to return to NYC on the 11:30 pm bus, however, I called before the required 1 hour grace time that Sprinter Bus outlined in their "terms and conditions" section. At approximately 9:30 pm, I called the telephone number provided to reschedule my trip. The number rang out, and then someone picked up the line only to hang up again. I located an alternate number that was listed on their website, and was asked for my information ( confirmation #) and was told that I had to call Gotobus. This number was not in service. I tried the number on my original confirmation, and again, it rang out. Finally, I called back the original number at 12:40am, and the representative told me to call back in the morning after 10am. I called at 9:50am and explained the phone trouble that I had experienced the previos night which prevented me from making an adjustment to my travel plans. I asked if my trip could be honored using the existing reservations, and was told about their policy regarding calling 1 hour prior to the scheduled reservation. Despite my efforts I was told that I would have to reserve my trip all over again, and lose the $80 that I had already paid. I pleaded with the person who identified herself as "Liza the supervisor" which I requested to speak with, to accommodate me and my husband who I was traveling with. She refused. I attempted to explain to her that their policy was rigged to conduct fraud by not answering their phones therefore making it impossible for anyone to take advantage of the "No Refund policy" which states "Passengers may reschedule their trip or put the ticket on hold, up to midnight before the date of travel, without penalty. " She stated that I should have took advantage of the online option instead of calling. I had no internet service at the location and was unable to use the internet.

Sprinter Bus/ Gotobus fraudulently misleaded me by stating in their return policy the conditions in which a paid reservation could be honored to reschedule and or hold a travel ticket. By deliberately not answering their telephones ubntil after 12 midnight, which is the cut off period to receive accomodations, they manipulate the return policy for profit making and force the customers to lose out on money , and spend additional money. My husband who is a disabled cancer patient and I live off of a very small income, purchased these round trip tickets using his government issued bank card. We contacted the bank card customer service to get a bank isssued refund because we are experiencing financial hardship, and were told that the type of card is for deposits, purchases and withdrawals, and because it is a money card where his disability benefits are tranferred, they would not be able to return the $80 to his account. Now we are out of $80 which was reserved for another bill. This has caused us hardship, and stress. I am hoping and praying that this report will do several things; 

1) Get us a refund, and 2) alert the monitoring authorities of the company's fraudulent policies which take advantage of people seeking to use their inexpensive services, by not providing alternate resources that are met with honest intentions.

Thank You

Michelle.W Israel-Barnes