At the time of booking a flight for myself and my partner the Bravofly website crashed. It did not confirm that the payment had been taken from my account and I did not receive an email booking confirmation immediately. I therefore booked another Ryan Air flight for the same dates, same passengers etc which went through fine. A couple of hours later I received two bookings and rang Ryan Air the next day. They confirmed that they had cancelled the duplicate flight as I explained it was a system fault and this was refunded back to Bravofly the same day and assured that the money had been transferred.
After waiting two weeks without receiving the money I rang to be told by Bravofly/ last minute that this can take up to 6 months to refund (even though it was already in there account) but should be within the next week or so. I rang again the week after where they confirmed they have received the full refund back from Ryan Air and this would be transferred into my account within 3-5 days. I think received two emails both saying that I needed to respond to the email within 10 days in order to receive a refund, if no response the refund will be issued as a voucher. I replied to both emails and rang the company again to ensure that I could have a refund. This was all confirmed on both the phone and email (which I have copies of promising a full refund). Last week I then received an email giving my voucher number! I rang the company AGAIN. They said that I was no longer allowed a refund that they could only give me a voucher. The man on the phone was so rude, I have never had anyone speak to me like that before and repeated the same words to me over and over again as though I was stupid. I am a student nurse who has saved for this holiday for a long time and will not have any time during the rest of the year to use the voucher. I was promised a refund both verbally and written. I am very sure they need to honour this! I have also sent two complaints to the email address that was provided to me over a week ago and have not had a response still! This service is appalling and I still have not received my promised refund! Where do I stand on this?

asked by Kelly B. on 4/5/16