Travelocity

My itinerary is7465843140649. My latest case number is S-[protected]. My husband and I have over $1470 in airline credit on Aeromexico from flights that were canceled by them in April, 2020 due to the pandemic. I booked these flights through Travelocity and was told that I had to use the credit on Travelocity. I was told I had to book new flights using the credit by May, 2021, so I tried to book flights to San Francisco with Travelocity using the chat and their agent Sabrina on April 6th. After 3 hours with Sabrina and after having repeatedly given her the flights I wanted and telling her I wanted Confort Class, which is what Aeromexico calls business class, she said that is what she booked for us. I asked if it was Confort and she said "Of course!" On that day on Travelocity and even 2 days later, the flights I booked on Confort class cost $846 a piece and were available. She said it would be $1090, which I knew was more, but I was tired and said OK since that was covered by our credit and it was 11 p.m. She confirmed and said I'd receive a confirming email the next day.
On April 7th I received the confirmation of the correct flights but the reservation said Economy instead of Confort. The economy seats she booked us by mistake only cost $300 a piece and were not what I requested.I did not want to use $1470 in credit for $300 tickets! I immediately contacted Travelocity on Chat to let them know of their mistake. I talked on Chat to Sindhu. I used Chat because it takes 3 hours to get someone to answer the phone at Travelocity. Sindhu told me this would be resolved within 24 hours. This was April 7th. I hadn't heard anything by April 8th and reconnected with Travelocity Chat on April 8th. I first talked to Raven, who cut the communication, and then i talked to Irma, who treated me nicely but said they would resolve it, that she put the case as urgent and gave me case number S21757392. She said I'd be contacted within 24 hours. That day I received an e mail from Mae O. saying they were contacting the airline. On April 9th I got another e mail form Joana Q. saying they were still working on it and it would be resolved in 24 hours. I contacted both of these people by email on April 10th, but they never answered me. On April 12 or 13th, having still received no answer, I contacted Travelocity on Chat and talked to Karla .
She tried to help and said it would be resolved within 28 hours and said she put an urgent mark on it. She gave me a second case number S84312786.
I waited more than 48 hours and then called Travelocity today (April 15th). After 2 hours I finally talked to Sindhu, who tried to help me but said that Confort class was now too expensive (the prices have gone up since April 6th). She gave me yet another case number (see above) and I requested to talk to her manager. She said he wasn't available and couldn't give me a name but that he would call me within the hour. It's been 3 hours and no call, no e mail or anything. She confirmed that yes, it was their mistake but that she herself couldn't correct it.
I have spent over 15 hours contacting Travelocity and have been completely ignored. The agents are nice but have not resolved the issue and I feel that the company is just waiting for me to go away. I have been promised answers 4 or 5 times now and nothing has happened. The tickets are now much more expensive than they were on April 6th, and that is why Sindhu says she couldn't help me, but the mistake was made by the first Travelocity agent-not by me. I feel they are stealing over $2300 of our airline credit, as they booked only $600 of airline tickets with our $2943 credit. I have not been informed if I can use the rest.
Without business (confort) class, I will have to pay extra to reserve better seats on the plane and to pay for each suitcase. This is ridiculous having paid Travelocity $2943! I have screen shots of all the Chat conversations. I can send them if necessary, but I know Travelocity has them already.
I have never seen such poor customer service. Their agents seem to be trained to say, wait, we'll help you soon, but nobody is helping.

I'm writing to you to request a refund for my itinerary #[protected] from March 19, 2020 to March 30, 2020 co-shared between British Airways and American Airlines. On March 12, 2020 I attempted to cancel my itinerary through Travelocity's online form. Because the CDC had a Level 3 travel advisory to "avoid all non-essential travel" in both the UK and Europe, and the EU had closed its borders, I couldn't complete my travel even if I wanted to. The form said they would contact me within five working days with more information. I never heard back. In the meantime I tried the chat function and the Facebook message function multiple times, to no avail.

A week later, on March 18, 2020, I called customer support to make sure the flights were cancelled given that they were set to take off the next day. I called nine times between 5:38pm and 9:36pm PST before I got through, was put on hold and the call wasn't dropped. At about 10pm I called and was put on hold for about three hours before someone answered the call.

To her credit, the representative who answered my call was very kind and polite. She said that they would cancel the flight and that British Airways would give me credit for them. She then said they were currently calling British Airways to ask how long I would have before the credit expired. I gave her my cell number and she said they would call back when they answered, in about 30-40 minutes. At that time it was about 1am PST, but I planned to stay awake until they called back.

Two hours later, at about 3am PST, I had still received no call. So I called back using my home phone and was again put on hold. I was on hold for about an hour, until 4am PST, when I fell asleep holding the phone. When I woke up the next morning, the itinerary was not cancelled, my flight had already left, and I had no missed calls on my cell phone, meaning they had never called me back.

A week later (today) I called again and have been on hold for over six hours but now there isn't even any hold music and it seems the call has been dropped.

At this point, I would like a full refund, not credit, for the entire $615.25. I am a college student on financial aid. Since I cannot go on my trip, I need this money for books and living expenses given that my work is cancelled until further notice. I know that the pandemic is causing a lot of cancellations like mine, and I'm sorry for the inconvenience or hardship this might cause. However, I went through all the necessary channels, I have been very disappointed in Travelocity's customer support infrastructure, and I do really need this money in the form of a refund.