urgent...check ur bank TRAVELODGE taking payments twice!!!

uklad2k

happened to me but have been refunded

uklad2k

i've e-mailed to complain

see what they say

Dan2310

uklad2k wrote: »

i've e-mailed to complain

see what they say

Doubt you will get a reply, I emailed first thing yesterday morning and have heard nothing.
Emailed them twice more but still nothing.

There just ignorant to ignore emails like that, I mean how long does it take to produce a basic email layout with a sentence or two (and hopefully a code for money off hahahha!I wish) and send it out to everyone who has emailed them?


Does anyone know if there is an address that we could send a letter to?

sidneylambchop

If it's any help, I wrote to : [FONT=&quot]Guy Parsons[/FONT]
[FONT=&quot]Chief Executive[/FONT]
[FONT=&quot]Travelodge Customer Services
Sleepy Hollow
Aylesbury Road,
Thame,
Oxon,
OX9 3AT[/FONT]

Dan2310

Dear ******
I just wanted to make you aware that on your next bank statement you will notice an additional charge and a refund for a Travelodge room booking you made on the 9 June 2011 - in reference to booking confirmation(s): *********, *********

Unfortunately, this is due to a genuine mistake by our payment processing company, The Logic Group, who sent a wrong file for payment; which resulted in a small number of customers being charged twice for a room booking.

As soon as The Logic Group brought this matter to our attention, we immediately authorised all payments to be refunded. We have been informed by our bank that most of our customers affected by this incident will receive their full refund today. However, for some customers it may take up to 48 hours due to their bank's clearing procedures. We sincerely apologise for any inconvenience this may have caused you, and I thought it was best to contact you directly and explain what has happened. If you have any queries regarding this matter, or have incurred any additional bank charges, please contact [EMAIL="customer.services@travelodge.co.uk"]customer.services@travelodge.co.uk[/EMAIL]

Yours sincerely
Ian Brenkley
Head of Customer Services


So they eventually contacted us! The message landed in my spam folder though for some reason.

I wish we could email Ian Brenkley directly as it seems as though there ignoring emails. Ive emailed AGAIN and I just HOPE they may reply.

Tima

Refund came in this morning.The room I booked wasn't even a sale room was just around the same time :mad:
I am sure they save the cards and pretend otherwise.

CompBunny

Dan2310 wrote: »

Dear ******
I just wanted to make you aware that on your next bank statement you will notice an additional charge and a refund for a Travelodge room booking you made on the 9 June 2011 - in reference to booking confirmation(s): *********, *********

Unfortunately, this is due to a genuine mistake by our payment processing company, The Logic Group, who sent a wrong file for payment; which resulted in a small number of customers being charged twice for a room booking.

As soon as The Logic Group brought this matter to our attention, we immediately authorised all payments to be refunded. We have been informed by our bank that most of our customers affected by this incident will receive their full refund today. However, for some customers it may take up to 48 hours due to their bank's clearing procedures. We sincerely apologise for any inconvenience this may have caused you, and I thought it was best to contact you directly and explain what has happened. If you have any queries regarding this matter, or have incurred any additional bank charges, please contact [EMAIL="customer.services@travelodge.co.uk"]customer.services@travelodge.co.uk[/EMAIL]

Yours sincerely
Ian Brenkley
Head of Customer Services


So they eventually contacted us! The message landed in my spam folder though for some reason.

I wish we could email Ian Brenkley directly as it seems as though there ignoring emails. Ive emailed AGAIN and I just HOPE they may reply.

I'm glad they FINALLY sent out a blanket email...shame they didn't do it sooner, but at least they have done it now. Still not happy about the whole thing, but at least they mentioned bank charges so there is some hope for those that recieved them. I can't imagine how stressful it must have been for some of you.:(

But anyway, email recieved, refund recieved, I guess they have done everything they can for me personally at this point. I would be reluctant to book with them again though.

biglugs

Dan2310 wrote: »

There just ignorant to ignore emails like that........

Leaving aside the irony I think they are probably just swamped. If they have taken this money again from everyone who bought rooms on the first day of the last sale they will be getting thousands of emails.

ryoko41981

£187.00 taken out my account - overdrawn with it, was getting charged £5 a day from bank and will get charged for direct debits that have failed to come out because of this - The bank have been great - Travelodge on other hand - Haven't heard a word !!!! thought the spam mail was enough when we booked - Plus hotel was filthy. first and last time we will ever use Travelodge

elsie1969

QUOTE - Unfortunately, this is due to a genuine mistake by our payment processing company, The Logic Group, who sent a wrong file for payment; which resulted in a small number of customers being charged twice for a room booking.

So where's the mention of carrying out an independant investigation as to HOW it happened....... I had an extra £50 taken out because of this, and now I shall be watching and worrying about the £100 I spent yesterday in the sale until I have some assurance that this CAN NOT happen again!!!!

Thanks for the useless email Travelodge..... should have been sent almost 48 hours ago as soon as it happened!!!!!