Credit card doesn't want to return my charged card.

So last month I book an apart. Name Stay apartment through Booking.com. On the day I was supposed to get there. I notice the apartment wasn't there.  I thought it was an addressing issue. When I ask someone locally they said they never saw that address and my map actually said I would have to walk another 40 minutes.

Check-in time was for 3 pm. I was supposed to get an instruction on how to get access. When I called to ask for those instructions, someone kept saying someone will call me.

No one called me till about 7 pm. to say I have to pay a holding deposit of £750. Not even the Hilton which I previously would use instead of a short let takes a deposit to stay in their hotel.

It occurred to me that I may have been scammed. I called my credit card company Vanquis, and to date, I haven't received my payment of £ 344.44.

I have called Vanquis and they ask me over and over to explain and still haven't received any information and when the funds will be paid back.

After investigating Stay In Apartment I noticed from the Google reviews other customers had had similar issues. When you call them they become aggressive on the phone.

How can you charge my card for the service I didn't get?

Booking.com promised to refund me and give me a free stay and they didn't do that. I understand they are not a UK company so they don't care.

Im looking to cancel my credit card account since the credit card company is in support of this fraudulent activity




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Comments

  • I can't make head nor tail of all this.

    What's the issue, in 50 words or fewer? And no random screenshots allowed.
  • cymruchris
    cymruchris Posts: 5,216 Forumite
    First Anniversary First Post Name Dropper Photogenic
    From what I can make out:

    -You booked somewhere to stay

    -You paid for your booking

    - On the day there was a delay to receiving check-in instructions

    - The address wasn't accurate

    - They asked for a security deposit before handing over the check-in instructions, which was also confirmed by your booking app customer service

    - You decided it was a scam so didn't pay - and then decided not to proceed with the booking (presumably stayed somewhere else?)

    - You've tried to get a refund off your credit card - and they're not forthcoming


    Is that accurate?

    If so - what does it say in your booking app FAQ/terms & conditions around security deposits?

    What steps have you taken to complain to the booking app, and what was their response?

    How inaccurate was the address?

    Did you stay somewhere else instead?


    An ex-bankrupt on a journey of recovery. Feel free to send me a DM reference credit building credit cards from the usual suspects :) Happy to help others going through what I've been through!
  • Ignoring what Booking.com did or didn't do, why on earth did you book a place with a 1.2 star rating?

    Surely you must have expected there would be issues with the property?

    I mean, the top review there states "Only book this property if you wish to be robbed of your money."!
  • WillPS
    WillPS Posts: 3,454 Forumite
    Newshound! First Post Name Dropper First Anniversary
    Casskale said:
    Ignoring what Booking.com did or didn't do, why on earth did you book a place with a 1.2 star rating?

    Surely you must have expected there would be issues with the property?

    I mean, the top review there states "Only book this property if you wish to be robbed of your money."!
    Presumably those reviews have appeared after the reservation.
  • I hadn't seen the review before I booked, to be honest. 
  • Vanquis should have raised a Chargeback for service not received.
    How long since you contacted Vanquis?
    Let's Be Careful Out There
  • cymruchris
    cymruchris Posts: 5,216 Forumite
    First Anniversary First Post Name Dropper Photogenic
    Vanquis should have raised a Chargeback for service not received.
    How long since you contacted Vanquis?

    Was it service not received though? It appears the OP chose not to continue as they 'thought it was a scam'. Whereas it's possible that they were the procedures, and weren't followed by the OP. Maybe there's an issue with the clarity of instructions and terms and conditions - but it may not be as clearcut as 'service not received'. (I'm hoping the OP who has already replied to the thread can update additional info as I, and other posters have raised above)
    An ex-bankrupt on a journey of recovery. Feel free to send me a DM reference credit building credit cards from the usual suspects :) Happy to help others going through what I've been through!
  • From what I can make out:

    -You booked somewhere to stay

    -You paid for your booking

    - On the day there was a delay to receiving check-in instructions

    - The address wasn't accurate

    - They asked for a security deposit before handing over the check-in instructions, which was also confirmed by your booking app customer service

    - You decided it was a scam so didn't pay - and then decided not to proceed with the booking (presumably stayed somewhere else?)

    - You've tried to get a refund off your credit card - and they're not forthcoming


    Is that accurate?

    If so - what does it say in your booking app FAQ/terms & conditions around security deposits?

    What steps have you taken to complain to the booking app, and what was their response?

    How inaccurate was the address?

    Did you stay somewhere else instead?




    Yes. So I couldn't find the address. I just had someone call me later while waiting at a coffee shop. To say I had to pay a deposit of £750. I mean it didn't feel right. If I had to pay a deposit it would be when the booking was made.

    I later that night went to stay at Marling Apartment. 

    I have made a complaint to booking.com. First, they said Stay in has a non-refundable deposit.  And suggested that if they don't resolve the issue by 9 pm on the day. I will be refunded and given a 1-night free stay. That's the last I heard from them. 



    Im not sure why my credit card company is not firth coming. I didn't stay at the apartment. All I get from them is they are still investigating. And I also received an email from them to say my credit limit would be increased. I have never had issues like this.

    Why are you increasing my limit when I have 344.44 that needs to go back to the card?
  • sa2000 said:
    From what I can make out:

    -You booked somewhere to stay

    -You paid for your booking

    - On the day there was a delay to receiving check-in instructions

    - The address wasn't accurate

    - They asked for a security deposit before handing over the check-in instructions, which was also confirmed by your booking app customer service

    - You decided it was a scam so didn't pay - and then decided not to proceed with the booking (presumably stayed somewhere else?)

    - You've tried to get a refund off your credit card - and they're not forthcoming


    Is that accurate?

    If so - what does it say in your booking app FAQ/terms & conditions around security deposits?

    What steps have you taken to complain to the booking app, and what was their response?

    How inaccurate was the address?

    Did you stay somewhere else instead?




     And I also received an email from them to say my credit limit would be increased. I have never had issues like this.

    Why are you increasing my limit when I have 344.44 that needs to go back to the card?
    Because there's no correlation between the two.

    Limit increases are based on account behaviour and risk, not hotel refunds.
  • Because there's no correlation between the two.

    Limit increases are based on account behaviour and risk, not hotel refunds.
    Could the increase be temporary  to account for the amount in dispute?
    Let's Be Careful Out There
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