No reimbursement from Opodo for tickets cancelled by airline

Booking reference:69MUR6and69WAMX

On the 23 February 2015, the outbound flight on the route ‘LED – VIE – LED’ was canceled by Austrian airlines. The details of communication with opodo were as following:

• On 23 January 2015 I got an E-Mail from opodo, saying that the outbound flight LED – VIE, scheduled to have taken place on 13 March 2015, was cancelled by Austrian airlines. I was asked to contact opodo, and was subsequently offered a substitute route, which did not suit my needs. I, therefore, had to cancel the whole trip and look for other options. The opodo customer services told me that the reimbursement will be effected back to the same means of payment, used during the booking, i. e.: onto the Mastercard.

• On 13 February 2015 – there was still no reimbursement and I contacted opodo via phone again. I was told that the reimbursement documents were forwarded to the finance department and I should be getting reimbursement within a week.

• On 21 February 2015 – there was still no reimbursement and I contacted opodo via phone again. This time I was told that I should have more patience as the system shows that the reimbursement is still being processed.

• On 25 February 2015 – still no reimbursement and I called opodo again to be told this time that because my credit card was valid only until January 2015, the system must have tried and failed to reimburse the amount back to it. However, the customer services representative confirmed that the system did not indicate or send a notification in case of a failed reimbursement attempt (s). As a result I was asked to give my bank account details, so that the reimbursement is effected immediately and I would have money back onto my account before 1st March 2015.

It is 3 March 2015 today and the reimbursement has still not been effected! Every time I call, I am asked for patience - 5.5 weeks of waiting is enough of patience! I request immediate reimbursement and a written confirmation of this.