• Report: #318633

Complaint Review: Hotels.com - IAN Travel Services

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  • Submitted: Mon, March 17, 2008
  • Updated: Tue, March 25, 2008

  • Reported By:Denton Texas
Hotels.com - IAN Travel Services
hotels.com Internet U.S.A.

Hotels.com - IAN Travel Services Incompetent Customer Service, Great Web Site for Identity Thieves Internet

*UPDATE EX-employee responds: Hotels.com rebuttal

*UPDATE EX-employee responds: Hotels.com rebuttal

*Author of original report: Problem Solved - Call Corporate instead

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I daily check my bank account and noticed a pending charge for $280.87 from hotels.com. Upon calling my bank, it was determined that my check card had been used to perfom the transaction, so I immeadiately canceled the card and was told I couldn't dispute the transaction until it posted and to contact the vendor and inform them of the issue so they could potentially retract the transaction.

Upon calling hotels.com's incompetent customer service, I was informed that my card had been used By a person named Kamal Gamesh and then was repeatedly asked if I had Kamal Gamesh book the Hotel Suite for me in Kentucky or where ever. I informed her that I was in fact "Not Kamal, nor did I know Kamal, Like Kamal, or allow Kamal permission to steal my card information and book a room for himself" Her response.. "Umm, ok, I see, are you sure that maybe you didn't ask him to book the room and you don't remember? Or maybe your wife or a family member had him book the room?" I seriously had to speak slowly and explain to her that my information had been comprimised and used to book a room, my i-d-e-n-t-i-t-y had been s-t-o-l-e-n and used to book a r-o-o-m with out my c-o-n-s-e-n-t on your w-e-b-s-i-t-e. I think the following pause was her looking up in her script database for the word identity or internets.

Finally, I was given this email address to email to frbss@hotels.com and told to email all my credit card and contact info. Since the card was canceled, I didn't take issue with sending information of this nature in an un-secured method, but still would have much rather been transfer to a fraud department via phone if one even exists.

There has been no reply from this email or follow up emails. The transaction posted and I have since challeneged the transaction through my banks fraud deparment.

I will never do buisness with Hotels.com as they are a playground for hackers with stolen credit cards. I guess the only thing decent about them, is that they are giving the un-educated workforce a job as customer support agents.

Seth
Denton, Texas
U.S.A.

This report was posted on Ripoff Report on 03/17/2008 11:58 AM and is a permanent record located here: http://www.ripoffreport.com/r/Hotelscom-IAN-Travel-Services/internet/Hotelscom-IAN-Travel-Services-Incompetent-Customer-Service-Great-Web-Site-for-Identity-318633. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE EX-employee responds

Hotels.com rebuttal

AUTHOR: Markowen_369 - (U.S.A.)

www.Hotels.com
PAYMENT SECURITY GUARANTEE:
We protect and guarantee purchase security while shopping on our site. We use the latest credit card encryption technology so that your card information cannot be viewed by another person on-line. Nevertheless, if for any reason your credit card information is misused on-line while booking a hotel reservation through our secure on-line forms and you are in compliance with your credit card terms and conditions, we will reimburse you up the credit card liability,(most credit card companies limit your liability to $50).

My personal feedback
"It is not Hotels.com - IAN Travel Services fault your credit card information has been stolen. Kamal Gamesh used your credit card on the web site. How is that Hotels.com mistake?

Hotles.com can not correct the issue because of it high security. No information should have been given to you about the booking. Let's say you know the person and you confront him or her, the subject escalates and you act wrongful later regretting it / the culprit act even more wrongful (physically attacked). In a situation like this you should contact your credit card directly and file a repot, simply because a criminal act has been committed. Save you're self time and stress read up on you rights and protecting provided by your credit card company."
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#2 UPDATE EX-employee responds

Hotels.com rebuttal

AUTHOR: Markowen_369 - (Canada)

www.Hotels.com
PAYMENT SECURITY GUARANTEE:
We protect and guarantee purchase security while shopping on our site. We use the latest credit card encryption technology so that your card information cannot be viewed by another person on-line. Nevertheless, if for any reason your credit card information is misused on-line while booking a hotel reservation through our secure on-line forms and you are in compliance with your credit card terms and conditions, we will reimburse you up the credit card liability,(most credit card companies limit your liability to $50).

My personal feedback
"It is not Hotels.com - IAN Travel Services fault your credit card information has been stolen. Kamal Gamesh used your credit card on the web site. How is that Hotels.com mistake?

Hotles.com can not correct the issue because of it high security. No information should have been given to you about the booking. Let's say you know the person and you confront him or her, the subject escalates and you act wrongful later regretting it / the culprit act even more wrongful (physically attacked). In a situation like this you should contact your credit card directly and file a repot, simply because a criminal act has been committed. Save you're self time and stress read up on you rights and protecting provided by your credit card company."

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#3 Author of original report

Problem Solved - Call Corporate instead

AUTHOR: Seth - (U.S.A.)

Using the phone number found in the other Rip Off Report filed against Hotels.com for the exact same situation (214-361-7311) It takes you to the corporate head quarters. I asked for the fraud department and was quickly transfered. The person looked up the account, saw an IP from Algeria and an address from Algeria, and immeadiately canceled the booking and the money should be refunded in 7 buisness days. So long story short, don't call their customer care, call corporate head quarters. They need to train their customer care department on how to handle this situation. The thief's name was Kamel Spincalla (sp?) and the room was booked in Birmingham in April.
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