Business ProfileforTravel Plex Travel and Cruise

We met with representatives from this agency in September regarding an 80th birthday trip. We requested a guided bus tour (bus picks up at the hotel). We were adamant about this. We then received an e-mail describing a particular trip and was told that other "guided" tours were being looked into.At our final meeting, we were surprised to learn that we were given an oyster card and was told that we would need to get to the bus stop, tube, etc on our own. We paid almost $13,000 for this trip to be told to take a bus. When we showed our displeasure, we were told that we could use a cab. My husband is 80 years old and is in decent health but his legs do have a problem with circulation and continuous walking wears him out. I have difficulty walking alot and get injections in my feet. We could not have possibly done what they asked.We have been trying to get our money back but have been unsuccessful. I called United Airines to learn that the trip had been cancelled. (This is what was expected). And that we were to receive our total refund of $2400. Upon contacting the credit card company, it was discovered that we received a refund of $1900. We learned that Travel Plex kept the remaining money for themselves. This should be a crime within itself.We have in writing that the owner of Travel Plex indicated that he would refund the amount of $6,+++ but we have not received this money either. We were out almost $13,000. We had insurance but not sure why this did not come in play.I feel that they have preyed on the elderly and should not be allowed to do this.