I got no refund yet
So last year around December 2020, I had to cancel my whole trip due to the Pandemic. I did it in all conformity with the company rules. I also talked with your very nice client service representative, who confirmed my eligibility for the refund and explained to me that I should be getting my refund within the latest 6 months. Already 9 months have passed, and still no refund. So I emailed them in August 2021 and got a reply in September 2021 saying that "In order to assist you best in reference to your query, we kindly recommend that you contact our Customer Services team via the chat option available in our Help Centre". So that's what I did. HOWEVER THE ONLY "CUSTOMER SERVICE TEAM" WAS A BOT, who practically just repeated the info that I got told by the first representative. This was the following "Airlines are currently taking 3 to 6 months to respond despite the fact that, under EU Regulation EC261/2004, airlines are bound to refund within 7 days." Then it also suggested that I go towards Managing my Booking to check up my refund status. Nothing, I went there, logged in, couldn't even find the option to check on my refunds, etc. just useless.
So here I am now starting to think this whole company is a SCAM with zero transparency whatsoever and bad website design/logic. A company with people that can't construct a basic sentence to let me know that the refund may actually take more than 6 months or even a year. Yet they are efficient at using a premade email template with links to send you to seek help from a bot.
Please let me know what is happening, what is the current outlook on my situation, and by when I should get my refund. Thank you in advance!
No link to the useless "Customer Service" BOT, or Help Center which doesn't have basic contact channels. Nowadays companies even use What's Up as their channel. Check the website, like put a refund button, page, whatever. Check the DHL tracking system to display the refund's current and pending processes regarding the refund. And lastly, be more transparent and be a scam.