Awful airline upgrade service

Wanted to post my experience after doing business with TripPlus on recent airline upgrades. In the beginning it was a positive experience with the upgrades being available and their customer service being helpful. The day of the flight from LAX we experienced a nightmare at the ticket counter involving my husband’s passport which resulted in EVA airlines denying us from boarding. EVA did leave our record open and assured us they could re-schedule the flight for us once the passport issue was resolved which was to take about 5 days. Upon re-scheduling a few days later we find that TripPlus canceled our upgrades and didn’t even tell us. Once I questioned them they said we did a “no show” for the flight which cancelled the entire reservation which was our fault and we didn’t follow the rules. Obviously this was untrue with neither EVA or us canceling the reservation and TripPlus was insistent we were entirely at fault and they couldn’t help us. EVA even sent us an email confirming our itinerary on the return flight but TripPlus didn’t want to hear about this. When I questioned them in greater detail about this the representative then stated ,”I don’t like your attitude” and refused to review the facts of what happened with me. After a very nasty exchange with them I was informed they didn’t want to continue business with us and we would receive a refund according to the terms of their contract. In the end we got our refund but it certainly seems we were accused of actions that violate their rules when it was them who cancelled the upgrades and said nothing. In any business it is a mistake to blame the customer openly and then try to exit the situation. Since then we have come to find there are many companies providing this type of service and hope anyone reading this will be careful who they choose to do business with. Beware of a company that will not provide a phone number or business address to their customers. When paying by credit card I had to provide all my details to them which is understandable but consider if you can find them when things go wrong. No customer deserves to be treated like this.