Problem with hotel booking: Should I be worried about being double charged?

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tumbleweedjacq
 
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Problem with hotel booking: Should I be worried about being double charged?

Postby tumbleweedjacq » Thu May 01, 2014 10:22 am

Hi all. I'm new to the forum and am in great need of assistance. I'll try to make this short......

On April 22nd, I made two attempts to book a hotel room in London using my MasterCard. On the first attempt, I made it almost the entire way through the process....to the point of listing my credit card information and clicking the book button. Then the process took an unexpected turn. A screen appeared regarding MasterCard's Secure Code process. I've since learned this is to protect against fraud since it was an overseas transaction and that's fine except I had never experienced this before and was quite bewildered.

So this new screen asked for things such as the last four digits of SS#, birthdate and mother's maiden name. As I was taken off guard and not thinking clearly, I entered the answers that fit for me instead of my husband, the primary cardholder. Well, of course, that wasn't what they wanted and the transaction was at a standstill. To the best of my memory, there was no back button on screen and I began to panic thinking perhaps this was some sort of scam just trying to glean information from me. Again, I had never had this experience before. So I just Xed out assuming the transaction would be subsequently voided.

I got in touch with MasterCard and managed with their help to get the reservation made. However, now when I check the status of my reservations (I have another one within the same system for a hotel in France), they show the reservation I made with MasterCard's assistance.....the one for which I received an email confirmation.....and it also indicates a reservation for a second identical booking. However when I click on the option to view/cancel this second reservation, it states that the reservation cannot be found. I also have received no email confirmation for this second reservation.

When MasterCard was on the line with me while I made the successful reservation, we also decided it best to put a block on the card for awhile just in case the hotel tried to run the card for my first attempt. So my concern is that a week before my trip (in July) or anytime sooner, when I tell MasterCard to take the block off the card, this hotel will zing us for another $1300 dollars for a second room I don't want.

I'm not even sure what my question is here......I just am wondering how likely it is that this hotel will do that.....how long can/will they hold onto a cc# in the hopes of the transaction going through?

Technically, the first attempt at the room didn't go through, but why are they still showing it in the "upcoming trips" section of my account with them?

Any feedback given will be greatly appreciated. I'm so sorry for the long post and I hope I explained it sufficiently. It's rather convoluted I know.....


trumpet-205
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Postby trumpet-205 » Thu May 01, 2014 12:03 pm

If you didn't set up MasterCard secure code corrently the first transaction should've been blocked right away.

I really wouldn't worry about it.
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Bama87
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Postby Bama87 » Thu May 01, 2014 12:37 pm

Have you tried calling the hotel to ask them?

tumbleweedjacq
 
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Postby tumbleweedjacq » Thu May 01, 2014 1:02 pm

Thank you so much for your quick responses.

I haven't called the hotel directly but probably will at some point before leaving home if for no other reason than to again confirm the one successful reservation. Actually, at this point with the only indication of the "phantom reservation" being in the "upcoming trips" section of my account with them....and no email confirmation, I'm a little afraid to alert them to the it. Perhaps it's not even on their radar and if it's not, that might be best......

I spoke to my dad earlier and have since decided that perhaps it's nothing to be overly concerned about......just something to keep an eye on. We'll keep a close eye on our credit card statements prior to and after the trip. My dad seems to think if the worst happens and they charge us for two rooms instead of one, MasterCard will dispute it. In fact, they have already sent me the paperwork in case something does go wrong.

It's a shame that in MasterCard's valiant effort to protect us, they might actually end up costing us. Don't get me wrong, I'm not angry at them. It's a good thing they're doing to try to protect people from fraud.....it's just a shame that we have to live in that kind of world.:/

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Postby trumpet-205 » Fri May 02, 2014 7:48 pm

tumbleweedjacq wrote:It's a shame that in MasterCard's valiant effort to protect us, they might actually end up costing us. Don't get me wrong, I'm not angry at them. It's a good thing they're doing to try to protect people from fraud.....it's just a shame that we have to live in that kind of world.:/


Actually MasterCard Secure Code and Verified by Visa (part of 3-D Secure) is very common in foreign conuntry. A lot of foreign website even imposes mandatory requirement on them (it won't accept cards that don't have this feature).

Here in US though, it is a different story. Just like EMV, US always seems to be reluctant in adopting additional security feature. Few websites in US use (but not mandatory) them, and few issuers issue card that have them. MInd you both EMV and 3-D secure are not brand new technology, they exists all the way back in 2004 and 2010.

You were taken by surprise because it is not common here in US.
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Postby djrez4 » Mon Jun 02, 2014 10:39 am

Going through this same process right now trying to book bus tickets in Turkey. Securecode did not allow me to register. Barclaycard was unable to help me register. When I called Mastercard, they somehow connected me back to Barclays.

I've never had an issue with Verified by Visa.

EDIT: Jesus - now Mastercard managed to connect me to USAA! Thank goodness the USAA rep is being extremely helpful. She's actually calling Barclays right now and trying to explain Securecode to them so they can help me.

EDIT 2: Back with Barclays. The rep is trying really hard to help me. But, she just accidentally called Proactiv - yes, the acne medication - and now she's just very confused.

EDIT 3: Finally got through to a real person at Mastercard, who says they can't unlock anything.
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Postby djrez4 » Mon Jun 02, 2014 11:44 am

I've reached someone at Barclays who knows what Securecode is and has attempted to unlock my account. And failed. The number to call seems to be 800-216-7248.
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Postby djrez4 » Tue Jun 03, 2014 5:23 pm

After all that, and after Barclays shipped me a new card overnight, I still could not get the transaction to go through.

I tried the CSP next. It gave me the same error. When I called Chase, they knew exactly what I was talking about and transferred me directly to someone who sent the necessary authorizations to the Turkish bus company and stayed on the line with me until all the transactions were complete.

Barclays appears to be going through growing pains with their new products.

Chase wins.
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