The complaint has been investigated and
resolved to the customer's satisfactionResolved Priceline.com — unauthorized charges
resolved to the customer's satisfaction
My nightmare started when I purchased a business class airline ticket from Priceline.com website to Europe July 2nd 2009. Three days before departure date I contacted Priceline to change my departure date. Everything went well and I paid all penalties/change of rate fees with my debit card.
When I received my confirmation e-mail, I realized that I got dropped from business class to economy; this was after agent told me over the phone that I was still in business class. I contacted Priceline about it, but really didn’t get any help. Their customer service told me that there is nothing they can do about it. When I went to check in at the airport, I find out that I don’t have ticket at all anymore. I called Priceline again (about 15th call in two days!) they said, that it was their fault and they will call my cell phone in next 15 minutes. I waited for 30 and called them again, went through same cycle again, and finally get talk to somebody that can speak English and could do something. She was actually half way helpful, but couldn’t fix the problem right away. No I only had 50 minutes time left for departure and still didn’t have a ticket! She promised to call me back and actually called back 20 minutes later. I finally got ticket and barely made my flight.
28 days after this episode I was checking my bank statement and realized, that Priceline.com had charged my debit card for third time for $530.11. This is over 20 days after trip, and I never authorized it. I called Priceline again, and customer service department told me (after waiting for 25 minutes) that it was their mistake, and they would refund my card in next 10 business days (which is BS on my opinion anyways).
I waited for 2 weeks and no refund. I called again and now story changed, Priceline was going to investigate what actually happened. They told me this will take 14 days, and are going to get back to me. As you can probably guess, nobody called or e-mailed me. I called again, and after transferring me from department to another for 30 minutes I actually talked to somebody that could tell me that they need to investigate what actually happened to original investigation!
At this point I handed this to BBB also, and contacted Priceline again. They gave me case id number and told me that accounting department is handling it, but I can’t talk to anybody in that department, they will let me know. I waited couple of days and called them again. This time they told me that refund was issued on September 7th and paid on September 9th. I told them that I still don’t have money; they told me that my bank is the problem, they have done their part. I try to ask transaction number, but didn’t get one.
After I called to my bank again just to find out, that Priceline.com has never tried to refund my card, I called Priceline again. Now after fighting with them over the phone, they gave me new case number, and couldn’t ever give me an answer, why they lied about the refund. They told me that there is nothing I can do about it, but wait another guess… 14 days!
I’m done with them now, I guess I just have to wait BBB to do their thing.
Very bad and sad skimming and fraud, I can’t believe Priceline.com can still be in business.