Priceline.com Complaint

Priceline.com - Customer Service Rep purposefully hung up on me TWICE

My husband and I booked our airline tickets through priceline.com and traveled for vacation to the Cayman Islands. We are scuba divers so while we were diving I got Decompression Sickness and had to be taken by ambulance to a hospital 30 minutes away. While there, it was determined that I needed a table six treatment in a hyperbaric chamber. I completed the treatment and went back the room late that night. My breathing was still labored and I still had neurological symptoms the following day so I was scheduled for another table six treatment in the hyperbaric chamber. Following this treatment I felt much better, although still unsteady and fatigued.
The emergency room doctor who was treating me the following day recommended that I not fly for 72 hours following my last treatment in the chamber. This meant that I needed to move my flight by one day. We mistakenly called Delta first to ask them to change our flight. They were more than willing at no charge to move the flight since I had a doctor's note stating that this is what I needed to do. However, they informed me that since I had booked our ticket through priceline.com, I had to call them to do it. I called Priceline and they told me that they would charge me 200 plus 30 per person (460 total). They said that the 200 was what the airline charge them.

Of course, we were in a very bad financial situation because of the hospital bill and hyperbaric chamber fees were very high and it was a cash only hospital. I told them that Delta told me they wouldn't charge me that because of my documentation. The lady on the phone who was handling my call was so rude to me and was apparently annoyed that she could not hear me very well. The problem was on her end not mine as I had just spoken with a Delta rep on the same land line phone. I explained to her my story as I had done with the two other people I had talked with prior to getting her. They were compassionate and seemed to act like they could help me. After talking with her, she reluctantly agreed to call Delta to verify what I was saying. She called and then informed me that they said they wouldn't waive the 200 fee. Then, I was disconnected from her. I was not sure how or why.
I called back, took 45 minutes to get the same woman on the line (by coincidence only) and then she was short with me again and hung up on me on purpose! I was so shocked, I could not believe it. I called back and had to tell my story to two different priceline.com customer service reps before getting transferred to her. I was trying to be kind to her despite the fact that I knew she just hung up on me on purpose. She talked to me for a second and after she determined she had said enough, she hung up on me again. Needless to say, I was so mad after having been transferred amongst the company for 5 hours only to be hung up on twice in a row intentionally. Leanne, who represents Priceline, really angered me by her lack of compassion and lack of concern for something that the doctors had told me could kill me if I didn't reschedule.

I plan on pursuing this complaint against priceline and the 'customer no-service rep', Leanne, until they change their policies or she is strongly disciplined (or fired) from priceline. As much as my husband and I travel, I will NEVER purchase ticketshotelcar from Priceline again! I am so angered by the fact that their representatives showed no compassion and even hung up on me while speaking with them on purpose. I want to pursue a formal complaint upon them and would be interested in legal action also.

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