Money taken from account

Sam_Attard

bradders1983 said:

If the chargeback doesnt work then you can issue small claims court proceedings against P&O, by the sounds of it you will easily win and even the threat of it should see the issue being resolved.

Thank you! I have just heard back this morning from my bank in regards to the chargeback that P&O are still disputing the payment. I feel very stupid because I forgot to ask for a receipt for the cash payment onboard. But I have emails etc that could work on my behalf. I will have a look into small claims - Thankyou again! 

Sam_Attard

Life__Goes__On said:

Sam_Attard said:

born_again said:

Love the way companies blame bank for realising funds... They take it.
Odds on in this case. You swiped card when joining cruise so you can not avoid paying. As you paid by cash system thinks you have not paid. Hence it takes payment.
So long as you have proof of payment. 
They (bank) should be refunding you in the mean time while chargeback is in process.

I know, while I’m out of pocket by £500. It’s frustrating as P&O have told me it’s no fault on their behalf and sent me a photo of the transaction code showing it was only a pre auth. But Monzo are adamant it is P&O’s fault. It’s been nearly 4 months now, how is this possible or fair that I can just have money taken out of my account. Worst part is the chargeback process might not even achieve me receiving my money back. I have not received a refund while the chargeback process is ongoing all I’ve been told is there is no need to contact them whilst it’s ongoing and that they will contact me when they have further information. 

Have you made a compliant against the bank?
As if you do  they have 8 weeks  to deal with it. (if they stick to it might be another matter)

Yeah I made a complaint. They came back straight away and said it’s 100% not their fault. They then began the chargeback process. 

bradders1983

Sam_Attard said:

bradders1983 said:

If the chargeback doesnt work then you can issue small claims court proceedings against P&O, by the sounds of it you will easily win and even the threat of it should see the issue being resolved.

Thank you! I have just heard back this morning from my bank in regards to the chargeback that P&O are still disputing the payment. I feel very stupid because I forgot to ask for a receipt for the cash payment onboard. But I have emails etc that could work on my behalf. I will have a look into small claims - Thankyou again! 

Small claims needs to be a last resort as they will be snowed under at the moment.  You would need to send a final Letter Before Action to P&O (recorded post ideally, keep a copy) stating you will be taking this action if not resolved within 30 days. 

Sam_Attard

born_again said:

Love the way companies blame bank for realising funds... They take it.
Odds on in this case. You swiped card when joining cruise so you can not avoid paying. As you paid by cash system thinks you have not paid. Hence it takes payment.
So long as you have proof of payment. 
They (bank) should be refunding you in the mean time while chargeback is in process.

I’m sure that is exactly what happens. The receptionist did not want to take the cash payment at first as it could confuse accounts until a manager told him to allow it. Unfortunately and stupidly on my behalf I completely forgot to ask for a receipt for the cash payment. 

NoodleDoodleMan

nyermen said:

Presume its actually be taken (not reserved).  I was recently on a cruise and they swiped, and the pre-auth was about £200, which still hasn't dropped off.  The amount spent ended up being about a tenner...

Sounds like Marella.

Unless their working practices have changed in the last couple of years, you don't have to register a credit or debit card when you board - just drop by customer services and hand over £200 in readies. That will cover your onboard spend until it approaches zero, then you will get called back and asked to add more cash to boost your in credit level.

Top up by card is an option at that point.

On the last evening you can reclaim any unused credit back in currency, as purchases on the last day are in cash.

maxximus75

Possibly ask for a deadlock letter from P&O and then move forward to the relevant complaints authority?

PrudentPeter

Unfortunately, these things do happen in this world of  automated systems and processes, I would like to think the company didn't do this on purpose, but you never know.
Do you have any proof that you paid the bill in cash as this may be a sticking point, if the cruise company make a challenge?
Also, for those commenting to make a complaint about the Bank. I don't really see how this is the banks fault as they were following instructions on the cruise company, which as the post states were pre-authorised and i'm sure your bank will be going through all the necessary processes to recover your money. However, evidence is always key in these situations, so hopefully you have a receipt!