Terrible and unclear customer service – Trip.com: Book Flights, Hotels Review

My flight was canceled which I proceeded to call the call center to say that I want a refund. The agent said okay, the refund will be 809 yuan. When I called again later, they then refused to issue the refund because I did not reply one email they claim it was “crucial” despite the fact that I called and said clearly I wanted the refund. The reason they’re standing behind now is that the refund window is only 3 days and it’s just too bad I missed the email. They honestly have no other way to communicate to this “crucial” matter than just sending you ONE email that wasn’t clear or informative about this 3 days rule. I’m so disappointed. Trip.com should have handled this better otherwise this is just a loophole for the company to get money from the customers. The call quality is terrible & None of the people works there is helpful and understanding towards the issue. Please don’t book via trip.com.
Review by Aprills on Trip.com: Book Flights, Hotels.