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I am writing to file a formal complaint regarding a fraudulent transaction that occurred on my credit card and the negligence on the part of Agoda in handling this matter. I seek your assistance and intervention to protect my interests and rectify the issues outlined below.
1. Security Concerns and Negligent Handling:
On 27 July 2023, I discovered that my Agoda account had been hacked, and a fraudulent booking for the Concorde Hotel in Singapore had been made. The booking was scheduled for 31 July to 2 August 2023. Immediately upon receiving the email notification of this fraudulent booking, I contacted my bank to report the incident and requested the blockage and termination of my credit card, as well as the cancellation of the fraudulent transaction.
2. Agoda's Admission of Fraudulent Booking:
On 7 August 2023, Agoda responded to my report and admitted that the booking was indeed fraudulent. However, they claimed that their system limitations prevented them from canceling and refunding the transaction. This acknowledgment from Agoda further confirms that my initial report was accurate and that the transaction should have been canceled immediately.
3. Weak Security Measures in Agoda's Booking Process:
The Agoda platform allowed a transaction to be completed without requiring an OTP and password authentication, which poses a significant security risk.
Therefore, I kindly request that the relevant parties to investigate this matter thoroughly and take necessary actions to protect my interests and rectify the damages caused.
I appreciate your attention to this matter and look forward to a resolution. I kindly ask for an update on the progress and steps taken to address this situation.
Thank you for your understanding and support in resolving this urgent matter.
Desired outcome: To request Agoda to refund the booking fee and the interest associated to this booking fee charged by the credit card company.
