When I booked a $800 ticket, the system swapped my first and last name. I immediately called to cancel but was told it wasn’t possible, and that I needed to contact the airline for a name change. The airline said only Trip.com could change it. When I called Trip.com again to cancel, they refused and told me to proceed with the name change. Five hours later, Trip.com informed me the name change failed and offered to cancel my booking with a full refund. I agreed, but noticed the system only showed a $27 refund. The Trip.com agent told me not to cancel yet, promising to fix it. It’s now been seven days, and after multiple calls and speaking to three different case managers (Adril, Evans, and Sylvia), I'm only getting excuses. They claimed they couldn’t verify the refund promise, then said it was too late since five days had passed, blaming me for not cancelling within 24 hours—even though I tried to cancel twice within an hour of booking.