Scammy-behaviour, Bad after-sale request even though met with emergency
Feels like a scam even though the Refund Protection was purchased. I placed a round trip order on 1st June 2025 to Genting from 12th to 14th June 2025. However, there was a mishap and my friend had to be admitted to the hospital because of abscess. He had to be admitted to the hospital immediately. Proceeded with the refund 24 hours before the trip and till now, there wasn't any updates at all until I used their Whatsapp chatbot to chat with a live agent. The agent proceeded to tell me that my request previously was rejected (no response email on it was received). Now the agent tells me to provide all documentary proof of relationship and asked me to wait for another 1-3 weeks again. More than one month refund request and nothing was done. Not sure if it is possible to lodge a police case on this because of their scammy response (Only a Whatsapp Chatbot for response is available which not responsive at all).