leuk

We booked a B&B through Vacanze in Famiglia in Venice for Sept. They required a Visa number for the deposit. We faxed the Visa number to them. Our travel plans changed and we cancelled well within their cancellation deadline. Interestingly enough, they never received that email. We emailed them again to cancel. Of course, they received this email and it didn't fall within their deadline so they charged the deposit to the credit card.
However, to "demonstrate their professionalism" they said they would return the deposit. They refuse to credit the Visa card or send us a cheque. Rather, they want our bank account information. I am reluctant to send the info given all the news about hackers etc. Has anyone else had this happen?
Did you send your bank info?

nytraveler

No, I would never send bank info. they should just credit the Visa account. Perhaps if you protest with Visa that the refund was not made they will sort it out.

rex

I'm going to pass on giving advice on how to resolve this - - rather, I will point out the lesson to be learned: when sending a cancellation, where a deposit is involved, seek an acknowledgement aggressively within 24 hours. If in doubt about receipt of an e-mail, re-send by fax, and print out the "transmission report" on the fax machine.

If you don't get a reply to your fax, ask your credit card company to begin processing of cancellation of the deposit.

Hopefully, the third step will rarely be needed.

Best wishes,

Rex

Dick

Visa will ask for proof that you sent the first email in time.

Hopefully, they will accept as proof, a copy of your sent email. In addition, I would give Visa copy of their email saying that they will give you a refund to "demonstrate their professionalism".

That shold be enough for Visa to issue a chargeback.

ira

Hi leuk,

>...they want our bank account information.

No WAY!

If they could charge your Visa account, they can credit it.

Write Visa with a copy of your cancellation eml and their response - including all of the headers and dispute the charge.

Keith

Not all emails go through. They may very well not have received the first cancellation email. If they didn't they are entitled to keep the deposit.

With out a confirmation when canceling, you have no guaranty that you canceled. That would be true if you emailed, used a online data base or even telephoned.

Keith

suze

Fax is better than email in many cases (like this one). Sorry that's no help to leuk, but maybe for others making reservations. No I would not give bank information. Not that I'm particularly paranoid, but as already stated if they can accept Visa payment, they should be able to credit on Visa as well, you'd think.