Priceline ripoff! No refund for something my 3 year old MINOR child entered Internet

Back in October 2003, I was checking into prices for POSSIBLE travel to Oregon. I had several browsers open, and checked several sites. While entering prices on Priceline, I had another browser open with their terms, and was reading about the "optional" refund fee. My son was on my lap and hit the enter button while I was reading the terms, etc. I didn't get a chance to change my price/mind/location, or anything else. I tried to hit the back button and stop it, but it went through. I Immediately emailed Priceline to ask "How do we fix this???" and explained that ..."I tried to go back to previous pages to see if this would cancel out, but to no avail. AM I stuck with an order, and credit card charge I wasn't sure of? Or what?? please help, ASAP. Thanks."

They responded with the following:

Thank you for taking the time to send us an e-mail. We understand that you would like to cancel the request as your son by mistake hit the button.

Priceline is a buying service, not a shopping service. When you place a request with priceline, you are agreeing to purchase a reservation if we can find one. When you initialed the contract page and pressed the "Buy My Reservation Now" button, you authorized us to book your reservations and immediately charge the credit card you provided in order to secure your low rate.

Mr. -----, unlike the price checking options found on other travel web sites, reservation requests with priceline are conditional purchases,meaning once we book your reservation, restrictions make your reservation non-changeable and non-refundable.

We apologize for any inconvenience and hope you give us the opportunity to serve your future travel needs.

Sincerely,
Neelam M.
The priceline.com Customer Service Team

I again emailed, explained that it was my child who entered it, and that I was a Mrs. NOT a Mr., and requested they do something about this charge.
They replied with a link to the "contract page" and refused to help. I again explained my situation, and again had to inform them that I was a female and not a male and to address me as such.

Again they emailed me and this time requested that I call and speak with someone. The Customer service Rep was rude and intolerable, and even had the audacity to tell me that I shouldn't let my child sit on my lap while I am on the computer! I emailed again, with the following and responses:

I received a letter from my Credit Card company, as I had absolutely NO COOPERATION with your company, or its representatives. I am still upset, and even quite angry about this, I don't feel as if I should have to be COERCED into this purchse by you, regardless of your supposed terms. (I don't care if you consider yourself a buying service or not, your site should Specify that clearly, which it does NOT!)

AS I stated before, my little boy was the one that submitted the reservation, while I was still reading terms (had I been the one to purchase this, I would have ALSO chosen your $5.00 charge for changes, cancellations,etc).

After all this, and then having to SPEAK to one of your agents over the phone, not only was my frustration level increased, but your reps were antagonistic, argumentive, and Extremely rude! Your girl even had the gall to tell me that I "shouldn't have had him [my son] on your lap!" First off, HOW DARE ANYONE tell me what I should do with my children. If I want my child sitting on my lap while I'm on the computer, then so be it! Who the Heck does she think she is?

Second, I was in an emotional state anyway regarding my son's health,and some recent bloodtests, so I was NOT in the mood to be argued with, or aggravated. Then, to top it off, your Customer service reps attitudes.

Now I'm stuck with a charge that I DON'T WANT, NEED or even have the desire to deal with your company.
Now, instead of kindly requesting you remove the charge, or credit me, I DEMAND it! I expect this to be resolved, and credited back to me with the next 24 hours, or I shall be forced to alert authorities and Media.

I seriously don't think you want bad publicity, ESPECIALLY Since there are laws concerning purchases made by minors.

I expect a response and this matter rectified immediately.
Thank you. ------ P.S. You can verify my phone conversation with your reps, as I am certain the call was recorded, which will prove how unprofessional your Customer Service agents were towards me, including that girl's extremely offesive comment! Not too mention the following messages enclosed in this email from prior attempts at contact.

The reply: Dear Mr. -----, (they replied to me as a Male, again)

Thank you for taking the time to inquire about our services. We would like to help you in every way we can. We understand that these are your areas of concern:

1. You are dissatisfied with our service.
2. You are concerned about the hotel reservation.

1. At Priceline the customer is our number one priority and we want to do our best to make your experience a pleasant one.

We're very sorry to hear that you are dissatisfied with our service. We have worked hard to be one of the most accessible and convenient services on the Internet, but are always searching for ways to improve.
We take comments like yours seriously, and consider them carefully.

2. Mr. ----, prior to submitting your request, you were asked to review and initial a contract. This contract contained the travel information you entered during the request process and outlined the terms of the offer, including the restriction that your reservation would not be canceled.

We really wish we could give you the answers you're looking for; however, your reservations are truly non-refundable. For your reference, a copy of your contract page has been sent in a separate e-mail.

We apologize for the inconvenience and regret being unable to assist you in this regard.

Sincerely,
Mamta S.
The priceline.com Customer Service Team

By this time, I was (and still) Furious! So, I emailed again, with the following:

In response to your letter, Yes I AM VERY dissatisfied with your service,especially since you've obviously changed format (used to be that one had to click on a link sent to an email to VERIFY and Accept reservations).
Yes I am concerned with the reservation, it's a charge that I do not accept,as I've explained SEVERAL TIMES before, IF I HAD BEEN THE ONE TO SUBMIT IT, I WOULD HAVE ALSO CHECKED THE BOX FOR CANCELLATION INSURANCE!!!!!!!!!!
and per your note: "1. At Priceline the customer is our number one priority and we want to do our best to make your experience a pleasant one. "

Your reps have been anything but pleasant, and my experience has been nothing but aggravation and grief!
And I am not MR. ----, that would be MY Husband, and it only goes to show that you are not listening or paying attention to anything I have said.

If you look at the letters, I have mentioned before that I am not a MR. and am clearly irritated by the ignorant assumptions.

I am asking (for the last time, being nice about this) that you remedy this,effective immediately. I'm tired of the games and BS that you people have subjected me to.

The reply was another link to the contract page. I again emailed (phone calls were ineffective), got the same run around, and continuous irritating resplys to every attempt to cancel or get my money back. They finally told me which hotel the reservation was....I tried to cancel through the hotel, but Priceline beat me to it and took my money anyway! They also refused to reply to any further communications with me at all, by phone OR email.

I finally filed a complaint with the FTC (am still waiting on results from that), and informed Priceline of this action.

This is the last email I sent to Priceline:
I'm writing to inform you that I have filed complaints with th Federal Trade Commission AND the Internet fraud Division of the FCC.

This is in regards to all attempts made to remedy request
number:-------, which was originally submitted 10/2003, AND I Immediately requested refund/cancellation on that same date, yet NO results from your company. I have also discovered that you are in DIRECT VIOLATION of the FTC's Federal Rule 16C.F.R. part 429 "the Cooling off rule" which states that a consumer has 3 days to "cancel a sale".

According to this Federal ruling :
" To cancel a sale, sign and date one copy of the cancellation form. Mail it to the address given for cancellation, making sure the envelope is post-marked before midnight of the third business day after the contract date. (Saturday is considered a business day; Sundays and federal holidays are not.) Because proof of the mailing date and proof of receipt are important, consider sending the cancellation form by certified mail so you can get a return receipt. Or, consider hand delivering the cancellation notice before midnight of the third business day. Keep the other copy of the cancellation form for your records.

If the seller did not give cancellation forms, you can write your own cancellation letter. It must be post-marked within three business days of the sale.
You do not have to give a reason for canceling your purchase. You have a right to change your mind."
ALSO, According to this rule,

"If you cancel your purchase, the seller has 10 days to:
Cancel and return any promissory note or other negotiable instrument you signed;
refund all your money..........."

I respectfully request a refund, DUE IN FULL within the next 2 business days, submitted to my credit card account, as it was my card that was used for this action.
Your direct and immediate response in this matter is greatly appreciated.
Signed,

This was sent March 9, 2004. I still have not heard from FTC or Internet Frasud division. Nor have I been refunded by Priceline.

I haven't contacted media, as there is a waitlist for their "stories" as well.

I hope this helps, and I really hope to get the refund (plus interest, now, as it has also accrued on my credit card).

Jeri
Cottonwood, Arizona
U.S.A.

Click here to read other Rip Off Reports on priceline.com