No refund because wrong name on card payment - what do I do?

Fentonwells

I recently booked online with Premier Inn, 4 rooms for 4 people (not including me) and a payment of £410 was taken but no confirmation email sent. i checked with the hotel and no booking had been made. I checked the website and it said they were having problems with their booking system, and that if no confirmation email was received, to ring. Which i did. Reservations agreed a refund, but their finance department refused to make the payment back to my card because they said the name against the transaction was not mine. I currently have a dispute open between my bank and premier Inn to claim a refund, the bank is not hopeful. Reservations kept asking whether anyone else had made the booking using my card. they could not give me the name they had because of data protection. Does anyone have a view on this? If, as I suspect, after the 45 days premier Inn has to reply to the dispute, I get a negative, what is my next step?

Fentonwells

Thanks, I will try sending a photo. Good idea.

born_again

grumbler said:

Chargeback refunds

Payment was taken. No service was provided.

their finance department refused to make the payment back to my card because they said the name against the transaction was not mine.

Bu11shit. If they wanted to check the name they could have done this when processing the payment. The card is yours - you can send them a photo.

But only until the day after they were to stay.

grumbler

born_again said:

grumbler said:

Chargeback refunds

Payment was taken. No service was provided.

their finance department refused to make the payment back to my card because they said the name against the transaction was not mine.

Bu11shit. If they wanted to check the name they could have done this when processing the payment. The card is yours - you can send them a photo.

But only until the day after they were to stay.

What exactly "until the day after they were to stay"?  And were they really?

Fentonwells said:

...no confirmation email sent.... no booking had been made....Reservations agreed a refund, but their finance department refused to make the payment back to my card because they said the name against the transaction was not mine.

penners324

Has the payment actually taken or is it pending?

Fentonwells

Payment Taken

pete-20-11

Is the name on the transaction the name of the person that would have been in the first room?

They couldn’t find one of mine recently as even though I booked it, I added my details to the second room on the order, not the first. 

born_again

grumbler said:

born_again said:

grumbler said:

Chargeback refunds

Payment was taken. No service was provided.

their finance department refused to make the payment back to my card because they said the name against the transaction was not mine.

Bu11shit. If they wanted to check the name they could have done this when processing the payment. The card is yours - you can send them a photo.

But only until the day after they were to stay.

What exactly "until the day after they were to stay"?  And were they really?

Fentonwells said:

...no confirmation email sent.... no booking had been made....Reservations agreed a refund, but their finance department refused to make the payment back to my card because they said the name against the transaction was not mine.

Clearly they have a booking, even though OP never got a confirmation. Or they would not have said they would refund. 

So there is a known date of stay. Doing a chargeback pre stay date can be rejected by retailer on a technicality. Then your one chargeback chance has gone.

I can see why finance dept have rejected. As they suffer a lot of fraud. So like to see the name on the booking, the same as the cardholder.

grumbler

born_again said:

grumbler said:

born_again said:

grumbler said:

Chargeback refunds

Payment was taken. No service was provided.

their finance department refused to make the payment back to my card because they said the name against the transaction was not mine.

Bu11shit. If they wanted to check the name they could have done this when processing the payment. The card is yours - you can send them a photo.

But only until the day after they were to stay.

What exactly "until the day after they were to stay"?  And were they really?

Fentonwells said:

...no confirmation email sent.... no booking had been made....Reservations agreed a refund, but their finance department refused to make the payment back to my card because they said the name against the transaction was not mine.

Clearly they have a booking, even though OP never got a confirmation. Or they would not have said they would refund. 

The only what is clear is that they took the money.

I can see why finance dept have rejected. As they suffer a lot of fraud. So like to see the name on the booking, the same as the cardholder.

If they want the same name, they can and have to check this when processing the payment - like many companies do that insist on the name being the same and reject a payment otherwise.