Priceline.com review: Unauthorized charge

I am submitting this complaint due to a deeply frustrating and ethically troubling experience involving a fraudulent transaction processed through Priceline. In November 2024, a booking totaling $1,258.36 was made using my financial information without my authorization. This occurred through a compromised work-issued laptop. I immediately contacted Bank of America and followed all recommended steps, including reaching out to the airline and hotel directly.

Frontier Airlines refunded $501.92, confirming the legitimacy of my claim. However, the remaining $756.44 charged by Priceline remains unresolved. Despite my repeated outreach and submission of supporting documentation — including confirmation from Frontier and identification of the hotel and parties involved — Priceline has refused to issue a refund or travel credit.

What is most disturbing is the rationale I was given by Priceline representatives. I was informed that the delay in refunding the remaining balance was due to Priceline’s inability to retain a sufficient profit margin on the transaction. Specifically, I was told that the profit share associated with the airline portion was less favorable than that of the hotel. This explanation is appalling. To prioritize corporate profit over the resolution of a confirmed fraudulent charge is a clear violation of ethical business conduct and consumer protection principles.

I am a legitimate prior Priceline customer. I did not authorize this booking and should not be held financially responsible for criminal activity. I have complied with every recommended step, recovered part of the transaction, and provided extensive documentation. Priceline’s refusal to resolve the remaining balance — coupled with their stated rationale — is unacceptable.

Additionally, I emailed Priceline Executive Care at executivecare@priceline.com on August 2, 2025, and received an auto-reply stating that a human response would be provided within 1–3 business days. As of August 7, 2025, I have received no reply. I also submitted a follow-up to customercare@priceline.com, referencing the unresolved balance and attaching supporting documentation. Neither email has received a substantive response. This lack of communication further compounds the emotional and financial distress caused by this situation.

Priceline’s handling of this matter, including their failure to respond and their stated rationale for withholding refunds based on profit margins. I am seeking accountability and restitution for a situation that has caused significant hardship and undermined trust in consumer protections.