Hotels.com - IAN Travel Services
Card used by stranger to book hotel suite, fraud claim mishandled

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 perform the transaction, so I immediately 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 compromised 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 challenged the transaction through my banks fraud deparment.

I will never do business 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.

Company: Hotels.com - IAN Travel Services
Country: USA
Phone: 2143617311
Site: hotels.com

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