Hilton Hotel Arghhhhhhhhhhh

pippamannequin

Im SO mad not sure if this is the correct place to post:mad:

Just got back off holiday and as we returned to Gatwick at midnight and couldnt get a train until the next day I pre booked and paid for a room with Tesco vouchers.

I got home to go to my bank to find the Hilton had taken from my account 4 seperate transactions totalling £480:mad:

Unauthorised, fraudulently, without permission, call it what you like but they took £170 £50 £160 and £100

They never had my card, the only time i gave my card details was when i booked the room 6 weeks ago over the telephone and there was a balance of 13 pence to pay after my vouchers.
None of these charges relate to the actual cost of the room either which was 225.13
Im fuming, have had to cancel my card and when ive spoken to the hilton they cant explain it to me, which gets me nowhere and i just dont know what to do :mad:

Butlers1982

have you thought that it may just be an error?
or do you presume that someone has stolen your card and used it?

best thing to do is contact your bank and explain it to them. also write to the hilton and explain to them im sure they will look into it more than just ringing in

pippamannequin

Hi, I have spoken to my bank and they say they are seperate switch transactions, 4 seperate ones, random amounts so i dont see how that can be an error. Ive spoken again to the accounts at the Hilton and they are 'looking into it' but again, they cant confirm what the transactions were for and did confirm that the room was pre paid and my card would not have been charged. Still waiting for an explanation but its a lot of money to just be taken from me and for me to sit back and let happen.

Pollycat

k60sav
Why have you had to cancel your card?
Is it because you think Hilton may take more money out?

when ive spoken to the hilton they cant explain it to me

Not a good enough answer from them.

On what dates did they take the amounts?

Do you mean that you used Tesco vouchers to the value of £225 and they should only have taken 13p from your (presumably) debit card?

Do you have any confirmation that you used Tesco vouchers to pay for the majority of the room charge?

Have you emailed them and explained the situation clearly?
And requested immediate return of all monies that they should not have taken?

Polly

pippamannequin

I had to cancel my card because my bank told me if these were unauthorised transactions then I had to cancel it to stop any more possible unauthorised transactions. Have now just been told a further 5 have now been attempted, all different amounts.

The hilton still cant explain it to me, how, why or what the money was for, only that they agree i shouldnt have any charges.

The money that was actually taken was yesterday morning the other transactions attempted were following those.

Yes i have confirmation of the tesco payment. Yes ive emailed them and just got a standard response reply withing 48 hours.

have spoken to half a dozen different people no one seems to know what the hell to do meanwhile theyve emptied my bank account. my bank just says they cant do anything yet as i have to file a fraud report.

catwoman150

When you checked out did you not get a bill from the Hilton?

pippamannequin

catwoman150 wrote: »

When you checked out did you not get a bill from the Hilton?

No, we were told there was nothing to pay. The room was pre paid and we didnt charge anything to our room.

Voyager2002

It sounds like theft by a member of staff. If so, Hilton obviously can't say so until the police have investigated.

I suggest that you keep a careful record of any costs incurred as a result of this (including wasted time, telephone bills, etc) and once the dust has settled ask Hilton to meet these. So long as you are polite, I am confident that you will receive a full refund.

danielle24

Are you sure it was the Hilton? My OH hardly uses one of his cards and not in several months but the other day someone tried to take out a lot of money over several hours from France! The bank says sometimes thiefs skim a card and then don't do anything with it for a month or so to make it harder to work out where the card was cloned.

It def sounds like fraud to me.

Pollycat

Have now just been told a further 5 have now been attempted, all different amounts.

Is this 5 in addition to the 4 you originally mentioned (£170, £50, £160 & £100)?

Are they all Hilton charges? Are they related to hotel bookings?

Did you deal with the hotel direct or through some sort of booking agency?

I think you need to contact Hilton immediately and inform them that some-one is using your card (which is now cancelled) fraudulently.

snu

aww you poor thing. Nobody wants this hassle after a holiday.
It always seems to be a waiting game too... you wait ages with no money and no answers.
Keep us posted on the updates.