Business ProfileforGovX

I booked a trip to ***** for November 2024. Unfortunately my husband (US Army Veteran) was in an accident and had to have surgery. Since we have two school aged kids, and my husband needs assistance, I had to cancel my trip. I contacted *************** and explained my situation and even though my ticket was non refundable they understood we needed the money to help pay for hospital bills. I thought GOVX is "dedicated to serving those who serve", would make the same exception & provide a refund. My first phone call was in Oct., I explained the situation to the ** agent(from the ***********) they put in a request for a refund but I would have to accept the penalty of the total cost of my hotel, refund or not. I made it clear I do not accept a penalty and asked if I could contact the hotel and ask to cancel and request a refund. The ** agent said yes. The hotel could not find my reservation in their system. The hotel couldn't put anything in writing without a reservation in their system. I've received many e-mails from GOVX saying they're working on my refund, called multiple times to check the status. Never accepted the penalty, obviously a ****. Yesterday, Veteran's Day ironically, a ** agent from the *********** call center, said the hotel couldn't find my reservation every time I called because they, GOVX, canceled it for me. Why did GOVX keep telling to contact the hotel and request for a refund and not inform me that they had cancelled my reservation? In addition, I was told I would receive a call from a supervisor yesterday. No call yet. I even called again last night, same thing, They'll have a supervisor call. No call yet. GOVX is a terrible company!!! How can they claim to being an organization that gives back to government workers?!?! I've had to do everything I can to get this refund and help pay for my husband's, a Veteran's, medical bills and this company will not only not help me they've waisted my time!!! Worst customer service experience ever!!!

Hello ********, Thank you for sharing your issue. I am sorry to hear about your experience with your refund request through ***********. We are going to reach out to you today, 11/13 to the email provided. Thank you, GOVX