Travelodge stealing from my account!!!

TimeHasCome

Hi wondering if people can help me?

I booked a room with Travlelodge on the 28th May online using my debit card and received a confirmation. I then subsequently cancelled the room within their flexible booking terms and they refunded my £81.

Unfortunately when I got my statement through they have charged my account TWICE and only refunded me once.:mad:

I e-mailed customer services with all of the information on the 2nd July.

I cannot get hold of anyone from customer services on the phone, only by post or e-mail (each time they take ten days to respond!).

They have said the following:

“I am sorry to learn that at the point of making a reservation via our website that you have by mistake reserved two rooms when only one is required.

We can confirm that the bookings you have made are subject to our flexible terms and conditions, being non-amendable and non-refundable after 12pm on the date of stay which is clearly shown whilst making the booking.

As you have agreed to our terms and conditions and you have not informed us of this duplicate booking in a timely manner, I am unfortunately, unable to meet with your request for a refund on this occasion.”

At no point was I confused during the booking, I only booked one room and received only one confirmation of booking.

My bank say that my only recourse is the police or trading standards.

Desperately needing advice – I cannot see how to compel them to refund me???

4743hudsonj

TimeHasCome wrote: »

Hi wondering if people can help me?

I booked a room with Travlelodge on the 28th May online using my debit card and received a confirmation. I then subsequently cancelled the room within their flexible booking terms and they refunded my £81.

Unfortunately when I got my statement through they have charged my account TWICE and only refunded me once.:mad:

I e-mailed customer services with all of the information on the 2nd July.

I cannot get hold of anyone from customer services on the phone, only by post or e-mail (each time they take ten days to respond!).

They have said the following:

“I am sorry to learn that at the point of making a reservation via our website that you have by mistake reserved two rooms when only one is required.

We can confirm that the bookings you have made are subject to our flexible terms and conditions, being non-amendable and non-refundable after 12pm on the date of stay which is clearly shown whilst making the booking.

As you have agreed to our terms and conditions and you have not informed us of this duplicate booking in a timely manner, I am unfortunately, unable to meet with your request for a refund on this occasion.”

At no point was I confused during the booking, I only booked one room and received only one confirmation of booking.

My bank say that my only recourse is the police or trading standards.

Desperately needing advice – I cannot see how to compel them to refund me???

trading standards.

Antispam

Chargeback on debit card if you used visa debit

Or small claims court

hollydays

Can't believe your bank suggested the Police!! Trading Standards.

bbelt

theft is a police issue.

the OP only recieved conformation for one room so never booked two.

DJFearRoss

what does your confirmation say you booked?
Did they say this additional room was booked separately under a different confirmation number?

hollydays

bbelt wrote: »

theft is a police issue.

the OP only recieved conformation for one room so never booked two.

Agreed,but to have theft you have to have dishonesty.

Tozer

bbelt wrote: »

theft is a police issue.

the OP only recieved conformation for one room so never booked two.

On what basis is this theft? Where the intention to permanently deprive?

It is an honest mistake and will be rectified.

bbelt

Tozer wrote: »

On what basis is this theft? Where the intention to permanently deprive?

It is an honest mistake and will be rectified.

and you know its not an honest mistake how?????????????

do you honestly think the police would not take an interest in an anauthorised credit card transaction???????????

Optimist

bbelt wrote: »

and you know its not an honest mistake how?????????????

do you honestly think the police would not take an interest in an anauthorised credit card transaction???????????

I'm pretty sure they wont take a interest, they will just point you in the direction of your bank. Since the Fraud act 2006 came into effect its now up to your bank to report fraudulent credit card translations to the police,

IF the bank do ask you to report it to the police they should provide a reference number to give to the police

Tozer

bbelt wrote: »

and you know its not an honest mistake how?????????????

do you honestly think the police would not take an interest in an anauthorised credit card transaction???????????

Do you REALLY think that Travelodge is stealing from people's bank accounts and that the Police will pop round to their head office and arrest the CEO?

It is not any offence of dishonesty.