VIRGIN HOLIDAYS AND MBNA

Well I just didn't know which forum to put this in.

Got my Virgin Amex credit card statement today and it shows that I have paid for my Virgin Holidays booking twice on the same day.

Rang MBNA and they say yes definintely paid twice, that's what Virgin Holidays requested and so it's nothing to do with them ring the merchant

Rang Virgin Holidays and they say no definitely only requested one payment and that's all that has been applied to my booking, contact MBNA.

So.....where has the duplicate payment gone, and all the while I am paying payment protection and interest on my inflated balance[V]

Where do I go from here[?]

Not a happy bunny at all[n]

thelaceys

Hi Susan,

I wouldnt lose huge amounts of sleep over this we had it happen with some insurance and another credit card company - sometimes the "internal" systmes can generate an extra payment or it could still be an over zealous customer rep at VH putting it through twice.

If you can - get the account online then you can at least monitor the transactions. But you are right - usually the onus lies with the vendor to resolve the issue.

I woudlnt pay the additional amount and let the interest show and then it will be down to MBNA and VH to sort it out. Pain in the arse tho this is the responsibility is with them to resolve it!

MBNA should let you enter the transaction into dispute and follow this up and check the validity of both charges.

VH should also try and help by checking their systems, so I'd phone both back, but placing the transaction into dispute should mean you won't pay interest on it while it's being investigated.

[Pete]

Any half decent credit card provider (Ok, I know we're talking about MBNA here, but even they have some basic levels of service), will - as locutus states - let you dispute the duplicate charge. It's then up to the merchant to prove the charge was justified, and that can all be dealt with between merchant and CC company.

However... the obvious danger is, if VH get a chargeback without warning, they may cancel the holiday. I suspect you'll need to speak to a supervisor at VH, explain the problem and possibly even fax over a copy of the transactions so they can see - and resolve - the issue. I know we have a VH lurker or two here, so they may even be proactive and contact you.

I'll move this into the VH forum, so it gets visibility with the VH peeps.

Pete

Thanks, for the suggestions.

I have called them both back and MBNA say they cannot do anything about it until 10 days have passed on the 27th Jan therefore the payment in their view is still valid and interest will accrue.

After they have sorted the problem out, they say I then have to call them back to claim a refund on the interest and payment protection.

Virgin Holidays say, they don't know anything about two payments and I have to send my credit card statement to them to prove I've made two payments and then they will investigate.

By the way, I've just realised this week that the Payment Protection cover is all but useless as I am self employed and they have admitted that if I am not working for any reason other than my business folding that I would not be covered. I've had this supposed protection for years and have paid out a fortune for nothing

thelaceys

[Pete]

Personally I think Payment Protection is useless for most people. Once you get down to the nitty gritty of what they will and will not cough up for, it very rarely makes sense. Using that insurance premium cash to bring down your debit balance would be wiser.

Originally posted by pixuk
I know we have a VH lurker or two here, so they may even be proactive and contact you.

I'll move this into the VH forum, so it gets visibility with the VH peeps.

Pete

You were indeed right about the lurker. Got an e-mail on V Flyer from Virgin Holidays today, very pleased and most impressed. Hopefully we can get it sorted out. Thanks for moving the post over here.

thelaceys:D

[Nottingham Nick]

Great news - hope it gets sorted. [y][y]

Nick

Phew, all sorted and as it should be.

Didn't take long to sort out after all. I had all kinds of horrors going on in my mind, cancelled flights, trouble getting the extra payment back, upset daughter.

Over reaction I think! I am actually impressed at the way that MBNA and Virgin Holidays got their act together and put everything right so quickly.[y]

thelaceys

Ha, a bit too quick with the praise there.

Now I have been given my money back twice as well as having the balance reduced on my holiday by the required amount[:w]

Wonder what will happen now. Why is everything always so complicated when a simple mistake is made[:?]

No doubt someone will realise the error at some point just hope it's not at the cost of my holiday booking[;)

thelaceys

Just a quick thank you to David at Virgin Holidays our 'lurker' for kindly checking out the error and contacting me to let me know that my holiday was all in place and there were no problems.

Excellent service from him much appreciated, we are always quick to moan when things don't go right and perhaps not always as quick to say thank you when we get good service:D

As usual it was good old MBNA making a muck up of everything as usual, how surprised am I!!;)

thelaceys

Oh my god!!!! I leave a thank you message and what do I get this morning?, the thing I was promised would absolutely not happen

A chargeback [V], apparently now I have only paid the deposit.

What the flippin heck is going on. All I want to do is pay my bill, is that too much to ask

What with problems with the school (ref my thread holiday in term time) and problems paying, is this holiday doomed from the outset? I'm beginning to think so.[n]

thelaceys

Another consequence has reared it's ugly head this morning following all the messing about with payment.

I paid a chunk off my balance with my Virgin Atlantic Amex card and because I bought my holiday from Virgin holidays I got triple points.

As soon as those points appeared on my account I cashed them in for Virgin Holidays Vouchers to pay another chunk of my bill off.

Now that I am back to square one following the chargeback, my statement which landed on the doormat this morning says that I am considerably in the minus with regard to miles.

If they have taken the miles back because of the refunds and chargeback, does that mean that the vouchers that I have here ready to send to Virgin Holidays are no longer valid, or can I still use them [?]

thelaceys

[mitchja]

I'd say after what they have put you though, they are yours - it's the very least they should do.

In defence of V Hols, I know they are experiencing a lot of problems at the minute, as I believe they are in the process of changing over their reservation system.

Regards