Lucia H.

Intuit made a serious mistake putting thousands of dollars of someone else's money in my account. When we tried to return it, they would not accept part of it, and charged us money for refunding the funds they had wrongly put in my account. Months later they began to call, email, and threaten us to pay them, but they did not provide an invoice or any explanation, and it was not even clear to us that the demand was not a scam. I called the investigator who had tried to sort this out, and was told they would sort this out. When I received more threats, I called the phone number on the email, twice, and was told I would get a call back, which never happened. Now they have sent the issue to collections, which they told me they would not do, and they are charging me an additional $500+ dollars. They are not only incompetent but not even attempting to rectify their serious mistakes.

I took British Air last April from San Francisco to Rome. I was going to be in Italy for several weeks in a variety of locations, including some events for which I needed dressy clothes. So I had a large bag which I checked. On arrival in Rome, Passport control took a very long time, even though I had flown Business Class (with miles) and got off the plane quickly. By the time I reached the BA carousel, at the very end of an approximately 1000 foot long baggage claim concourse, only 2 or three bags were on the carousel, not including mine. I reported the lost bag at the carousel agent for BA's office, was given a claim number, and a phone number, and told I would receive the bag soon. I was also given a website on which to monitor by bag and to update my address as I was traveling.

Long story short, after no bag showed up in a couple of days, BA told me to purchase enough clothes to finish my trip, and I would be reimbursed. I had one afternoon in Rome to do this, so purchased the bare minimum. BA was nearly impossible to reach. My calls usually, if answered at all, resulted after a long wait time in a message to call back.

On my way back to the states, I went through Heathrow, and spoke with the BA Lost Baggage attendants there. The head guy looked up my claim, and informed me that BA had removed my luggage after 12 times around the carousel, as was their policy, and it was in Rome. I eventually filed a claim as I was never contacted by BA. This involved a massive amount of documentation of purchased before and during the trip. They denied it, saying that once my bag was on the carousel, they had no responsibility, per international law. They referred me to an arbitration group, working for the airlines in Britain, who eventually came to the same conclusion, denying any claim.