Even though I've called and emailed Priceline multiple times and waited for an extreme amount of time for a callback and for representatives to assist me, Priceline has proven to be incapable and unwilling to allow me to reschedule a hotel reservation and a plane ticket that I purchased in November 2019, as part of a $6, 000+ purchase that I made to travel on July 2020. Because the travel dates were during the pandemic, most (not all) of the hotels and flights were either refunded or rescheduled by the companies/hotels, but there are some that Priceline refuses to reschedule/change. This means that I have lost over $1, 000 for hotels and flights that I will not be able to use. Also, on July 20, 2021 I spent over 5 hours on the phone and waiting for callbacks from Priceline, only to be told that I will not be able to use the "residual value" on my flight reservation. When I asked the representative, Ashley (A7), why I cannot use the residual value when the very meaning of the term "residual value" with airlines/travel is that it is a credit that is left and can be used towards another purchase. Instead of answering my question, Ashley sent me another email where she copied the text, erased where it said "residual value" and changed it to "lost value" -- thereby forging/falsifying the initial electronic email that I received from Priceline. -- I was not even purchasing a new ticket, I was making a second change to a ticket I purchased in 2019. The initial ticket was about $1, 278.95, then I made a change to the travel dates and it was $1141.45 ($137.50 residual value), and the second change would've cost me $1, 387--but instead of paying an additional $109 per ticket for the new itinerary, Ashley told me I had to pay $246 per person because I had lost the residual value. That is when I asked her to show me were in the policy it states that residual values are lost, and since she couldn't provide me with that she forged the email and resent it to me stating $1, 141.45 ($137.50 lost value). Is this what Priceline representatives do? Make up information ad steal from customers? Ashley also process $497 on my credit card even though I told her not to because I had questions about the residual value. I'm now waiting to see if the $497 drops off of my credit card because I did not authorize it and she did not provide me with an updated itinerary. And I'm also waiting to see if someone from Priceline will contact me about this issue.