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From: <bob@sarahharvey.com>
To: <trips@holidayextras.com>
References: None <CAGrFeaPhkJD0UQyo_jhBBMk+_d1yf5pT7P7jN5xv1d8-dDAuaA@mail.gmail.com> <CA+NLUFmfpQb_DMYNwijFS0dAgMbby9x4DHMVBcFmoj0Mr0wQbg@mail.gmail.com>
In-Reply-To: <CA+NLUFmfpQb_DMYNwijFS0dAgMbby9x4DHMVBcFmoj0Mr0wQbg@mail.gmail.com>
Subject: RE: Booking Query - GBPFDC - I've been charged twice (HE:fTX7Gi)
Date: Tue, 12 Sep 2023 16:32:23 +0100
Message-ID: <12b2d01dadb7a$8bb79bd0$a326d370$@sarahharvey.com>
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Thank you Gemma
Will use again. What puzzled me was the fact that I wasn’t prompted a second
time by my bank to authorise a second payment?
I have to authorize all payments by internet banking. I did receive one
prompt but not a second.
Anyway thanks you again.
Regards
From: trips@holidayextras.com <trips@holidayextras.com>
Sent: Tuesday, September 12, 2023 4:14 PM
To: bob@sarahharvey.com
Subject: Re: Booking Query - GBPFDC - I've been charged twice (HE:fTX7Gi)
Good Afternoon Mr. Home,
Thank you for your email.
I am sorry to hear that you were charged again.
While a duplicate payment can occur as a result of a dip in connection when
making the payment, these can also occur if, after making a payment, you
decide to go back through the website to make any changes and then progress
through the confirmation page again. This will result in a second booking
being made under a separate reference number. I can only apologise for the
inconvenience.
I am happy to issue a full refund for the booking GBPFDC. I have issued a
refund of £119.79 to go back to the card you used to make the booking.
Please allow 3-5 working days for this to reach your account, it will show
as HXPAYMENTS.
I'm truly sorry for your experience on this occasion which I sincerely hope
will not deter you from using our competitive packages again in the future.
I hope despite this, you had a wonderful time in Malaga.
Kind regards,
Gemma
https://www.holidayextras.com/
Less hassle. More holiday.™
<https://cdn.edgetier.com/client_logos/holiday-extras-palm-tree-logo.png>
==== On Sat 09 Sep 2023 13:42:33, R Home wrote: ====
Submitted at September 09 2023 14:42:00
-----------------------------------------------------------------------
Name: R HOME
Email: bob@sarahharvey.com <mailto:bob@sarahharvey.com>
Product: carparks
Booking Reference: GBPFDC
Reason for complaint: I've been charged twice
Description: I’ve only just noticed that I have been charged twice for £119
for the same booking. As you can review above that the bookings are
entirely identical. I recently commented how good your system was although
when booking it was not clear that I had made identical bookings. Can you
please refund £119 as I only had one car and one booking. Although I had
completed everything correctly the email I received asked me to fill all in
again. Surely your system would have picked this up. Oils you please reply
asap so I do t have to take this further Many thanks in advance
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vlink=3Dpurple style=3D'word-wrap:break-word'><div =
class=3DWordSection1><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Thank you =
Gemma<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Will use again. What puzzled me was =
the fact that I wasn=E2=80=99t prompted a second time by my bank to =
authorise a second payment?<o:p></o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>I have to =
authorize all payments by internet banking. I did receive one prompt but =
not a second.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Anyway thanks you =
again.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Regards<o:p></o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><div><di=
v style=3D'border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm =
0cm 0cm'><p class=3DMsoNormal><b><span =
lang=3DEN-US>From:</span></b><span lang=3DEN-US> trips@holidayextras.com =
<trips@holidayextras.com> <br><b>Sent:</b> Tuesday, September 12, =
2023 4:14 PM<br><b>To:</b> bob@sarahharvey.com<br><b>Subject:</b> Re: =
Booking Query - GBPFDC - I've been charged twice =
(HE:fTX7Gi)<o:p></o:p></span></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p><p>Good Afternoon Mr. =
Home,<o:p></o:p></p><p>Thank you for your email.<o:p></o:p></p><p>I am =
sorry to hear that you were charged again. <o:p></o:p></p><p>While =
a duplicate payment can occur as a result of a dip in connection when =
making the payment, these can also occur if, after making a payment, you =
decide to go back through the website to make any changes and then =
progress through the confirmation page again. This will result in a =
second booking being made under a separate reference number. I can only =
apologise for the inconvenience. <o:p></o:p></p><p>I am happy to =
issue a full refund for the booking GBPFDC. I have issued a refund of =
=C2=A3119.79 to go back to the card you used to make the booking. Please =
allow 3-5 working days for this to reach your account, it will show as =
HXPAYMENTS. <o:p></o:p></p><p>I'm truly sorry for your experience =
on this occasion which I sincerely hope will not deter you from using =
our competitive packages again in the future. I hope despite this, you =
had a wonderful time in Malaga.<o:p></o:p></p><p>Kind =
regards,<o:p></o:p></p><p>Gemma<o:p></o:p></p><p><a =
href=3D"https://www.holidayextras.com/">https://www.holidayextras.com/</a=
><br>Less hassle. More holiday.=E2=84=A2<o:p></o:p></p><p =
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o.png" alt=3D"Holiday Extras"><br><br><br><o:p></o:p></p><p>=3D=3D=3D=3D =
On Sat 09 Sep 2023 13:42:33, R Home wrote: =3D=3D=3D=3D<br>Submitted at =
September 09 2023 =
14:42:00<br><br>---------------------------------------------------------=
-------------- <br>Name: R HOME <br><br>Email: <a =
href=3D"mailto:bob@sarahharvey.com">bob@sarahharvey.com</a> =
<br><br>Product: carparks <br><br>Booking Reference: GBPFDC =
<br><br>Reason for complaint: I've been charged twice =
<br><br>Description: I=E2=80=99ve only just noticed that I have been =
charged twice for =C2=A3119 <br>for the same booking. As you can review =
above that the bookings are <br>entirely identical. I recently commented =
how good your system was although <br>when booking it was not clear that =
I had made identical bookings. Can you <br>please refund =C2=A3119 as I =
only had one car and one booking. Although I had <br>completed =
everything correctly the email I received asked me to fill all in =
<br>again. Surely your system would have picked this up. Oils you please =
reply <br>asap so I do t have to take this further Many thanks in =
advance <o:p></o:p></p></div></body></html>
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