Hilton HHonors - credit card charged twice....

i was getting a little remodeling work done in my house about 6 weeks ago & my wife is extremely allergic to the paint/varnish smell so we decided to move out of the house for a couple of days to let the smell die down....a new hilton property had just opened up near my house & were offering great introductory rates so we decided to take this opportunity to check it out....

we stayed there for 2 days without any issues & checked out on the 1st of june....my credit card was charged the correct amount during checkout....

on the 17th of june i received an alert for another charge on my card from this same property....at that point i was traveling overseas so was forced to make an international call to the property to inquire what this charge was regarding....they told me that a manager would get back to me the same day but i received no response for a couple of days....

i came back home on the 20th of june & called the property again....this time i managed to speak with someone in sales & they said someone would get back to me later that day....again 2 days went by & i heard from nobody....i called again on the 22nd of june & finally managed to speak with a manager who asked me to forward my credit card statement to her so that she could sort out the issue....i did so the same day....i informed them that my statement due date is the 15th of july so i would like this to be sorted out before that date....

i called back to inquire on the 1st of july & was told that the refund will hit my account in 5 days....it is now the 12th & still nothing....i sent them an email last week for which i received a response letting me know that they would check with the bank & get back to me soon....i have not managed to get hold of this particular manager during my last couple of calls to the hotel....

the amount is not that big, its only about $300 but what's bugging me is the principle of the matter....they should not have charged my card the second time 16 days later & they should not take a month to refund the money to me, specially since its their mistake....

i have been dealing directly with the hotel so far & have not yet escalated the matter to either hilton corporate or my bank but i am now tempted to do so....any advice is appreciated....

You don't have to deal with the hotel at all. Just report it to your credit card issuer as an unauthorized charge. They'll deal with the merchant.

You don't have to deal with the hotel at all. Just report it to your credit card issuer as an unauthorized charge. They'll deal with the merchant.

the only problem with that is the bank will cancel my card & send me a new one....that will result in me having to change my automatic payment details with about a dozen different vendors & will be an absolute pain in the a$$....i'll eventually do it if i don't have a choice but would rather the hotel take care of it....

i have been dealing directly with the hotel so far & have not yet escalated the matter to either hilton corporate or my bank but i am now tempted to do so....any advice is appreciated....

I wouldn't have been so patient. I think you should escalate it to Hilton Corporate and to your bank.

A) Is this a credit card or debit card? If it's a debit card are you sure it's a second charge and not just the initial auth (which didn't disappear for some reason) plus the actual charge?

B) Disputing a charge as invalid (duplicate, in this case) doesn't require re-issue of a card. Disputing a charge as fraudulent (I didn't make this) might. Don't dispute it as fraudulent - dispute it as a duplicate. Should be easy for the bank to see if the amounts match. If not, they'll investigate.

A) Is this a credit card or debit card? If it's a debit card are you sure it's a second charge and not just the initial auth (which didn't disappear for some reason) plus the actual charge?

B) Disputing a charge as invalid (duplicate, in this case) doesn't require re-issue of a card. Disputing a charge as fraudulent (I didn't make this) might. Don't dispute it as fraudulent - dispute it as a duplicate. Should be easy for the bank to see if the amounts match. If not, they'll investigate.

That's my suggestion too. Dispute it as a duplicate charge. I've had a few of those and have never had the bank cancel the card and issue a new one.

A) Is this a credit card or debit card? If it's a debit card are you sure it's a second charge and not just the initial auth (which didn't disappear for some reason) plus the actual charge?

as mentioned before, it is a credit card....the amount has been clearly charged twice, once on the 1st & then again on the 17th....the hotel has admitted that the card has been charged twice....its just the laid back casual attitude of the property that is causing me concern....

B) Disputing a charge as invalid (duplicate, in this case) doesn't require re-issue of a card. Disputing a charge as fraudulent (I didn't make this) might. Don't dispute it as fraudulent - dispute it as a duplicate. Should be easy for the bank to see if the amounts match. If not, they'll investigate.

That's my suggestion too. Dispute it as a duplicate charge. I've had a few of those and have never had the bank cancel the card and issue a new one.

i have spoken to my bank about this....if i report it as a double charge then that means the merchant has my card details & as far as the bank is concerned they can use it again....they will therefore cancel the card & issue a new one....my card number will remain the same but the expiry date & cvv code will change....it is the policy of the bank....

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A) Is this a credit card or debit card? If it's a debit card are you sure it's a second charge and not just the initial auth (which didn't disappear for some reason) plus the actual charge?

as mentioned before, it is a credit card....the amount has been clearly charged twice, once on the 1st & then again on the 17th....the hotel has admitted that the card has been charged twice....its just the laid back casual attitude of the property that is causing me concern....

B) Disputing a charge as invalid (duplicate, in this case) doesn't require re-issue of a card. Disputing a charge as fraudulent (I didn't make this) might. Don't dispute it as fraudulent - dispute it as a duplicate. Should be easy for the bank to see if the amounts match. If not, they'll investigate.

That's my suggestion too. Dispute it as a duplicate charge. I've had a few of those and have never had the bank cancel the card and issue a new one.

i have spoken to my bank about this....if i report it as a double charge then that means the merchant has my card details & as far as the bank is concerned they can use it again....they will therefore cancel the card & issue a new one....my card number will remain the same but the expiry date & cvv code will change....it is the policy of the bank....

Citibank?

I stopped using my AAdvantage MasterCard as my primary card the 3rd or 4th time they pulled something like this on me. You may want to consider a similar course of action.

Citibank?

yup....

I stopped using my AAdvantage MasterCard as my primary card the 3rd or 4th time they pulled something like this on me. You may want to consider a similar course of action.

i have been using their services for longer than i can remember & this is the first time i've run into this sort of a problem....their card is most beneficial for me in terms of miles earned & other benefits as well....but if this sort of thing happens too often then i may have to consider a change....

Once the hotel processed the credit, it's totally out of their hands how long it takes to show up on your statement. It could be the next day, it could be up to two billing cycles. It could be whatever their merchant account, the card processor, and your bank do.

Ask the hotel to provide proof they requested the credit, it would be in their daily batch or whatever they call it. If they can prove they did in fact request it, all you can do is wait. If they did not request it yet, your only other alternative is to dispute the charge.

Once the hotel processed the credit, it's totally out of their hands how long it takes to show up on your statement. It could be the next day, it could be up to two billing cycles. It could be whatever their merchant account, the card processor, and your bank do.

Ask the hotel to provide proof they requested the credit, it would be in their daily batch or whatever they call it. If they can prove they did in fact request it, all you can do is wait. If they did not request it yet, your only other alternative is to dispute the charge.

good idea....will ask for that tomorrow....

The few times I've disputed a charge to my cc, they have suspended the charge while they investigated. That reduced my required payment and kept it from incurring finance charges. Once resolved, if deemed valid, it was replaced on my account and as long as paid during the current cycle and no finance charges.

As to needing to replace the card because the hotel still has the card info, that strikes me as bogus since just about every merchant has your card info and they should be replacing your card after every charge! I'm thinking the agent is making things up.

Citi is not known for having good CSRs... I use to have many accounts with Citi. I kept getting collection calls and when I called back was told to ignore the call. Finally went to a supervisor and found out they plugged my phone number on an account with a similar name (not mine). Closing my accounts was the best solution.

OP confuses reporting an unauthorized charge with initiating a "chargeback" inquiry. This can be done online. When the inquiry is initiated, the card issuer (bank) will require the merchant (Hilton) to document the validity of the second charge. When Hilton either doesn't or can't, the issuer will credit you.

Chargebacks cost the merchant a lot of time and effort. They get attention because the deault is they lose if they don't come up with the paperwork.

Lastly, if by some chance a crooked employee at the new hotel has used your card for some purpose, better to have it replaced and go through the associated mess than to wakeup one morning overseas with some massive fraud on your hands.

OP confuses reporting an unauthorized charge with initiating a "chargeback" inquiry. This can be done online. When the inquiry is initiated, the card issuer (bank) will require the merchant (Hilton) to document the validity of the second charge. When Hilton either doesn't or can't, the issuer will credit you.

no confusion....like i said before, i spoke with my bank & in order to initiate the 'chargeback' inquiry the bank will cancel my card & issue a new one....a process i want to avoid unless it is necessary....

Lastly, if by some chance a crooked employee at the new hotel has used your card for some purpose, better to have it replaced and go through the associated mess than to wakeup one morning overseas with some massive fraud on your hands.

no crooked employee here....the hotel has admitted that the second charge was made & are agreeing to refund it....its the lackluster response regarding the refund i am concerned about....

I'd suggest call back and get a different rep on the phone. Explain the hotel has acknowledged their error and ask if they can suspend the charge while the credit is being processed. I can't believe they replace a card every time there is a dispute filed.

The few times I've disputed a charge to my cc, they have suspended the charge while they investigated. That reduced my required payment and kept it from incurring finance charges. Once resolved, if deemed valid, it was replaced on my account and as long as paid during the current cycle and no finance charges.

like i said before, if i dispute the charge, citi will cancel the card & issue a replacement....the amount is not so big that i can't pay it & get the refund later....i would just prefer it was sorted out before the payment was due....

As to needing to replace the card because the hotel still has the card info, that strikes me as bogus since just about every merchant has your card info and they should be replacing your card after every charge! I'm thinking the agent is making things up.

its not bogus & the agent did not make it up....citi is a client of mine & i checked with my sources in their legal department as well....they confirmed that it is the bank's policy to cancel the card if i dispute a charge or initiate a chargeback....

I'd suggest call back and get a different rep on the phone. Explain the hotel has acknowledged their error and ask if they can suspend the charge while the credit is being processed. I can't believe they replace a card every time there is a dispute filed.

that is their policy....i've confirmed....

that is their policy....i've confirmed....

Say what? --

I've had cards where I've had to dispute charges because I was either charged twice for the same item, or charged for something that wasn't delivered. In all three of those cases, I wasn't required to pay the disputed charge and was able to work things out with the vendors and didn't have to get a new card number.

I also had one case with a Hilton card that I used just at Hiltons and had stayed at an ES, but got charged for some flights in Europe that I didn't book.

In that case, because fraud was involved I had the charge card number changed and got a new one about a week after I called in.

Bob H

My guess is that the credit may have been sent to Citi within the 5 days, but that it may take a while until the credit posts to Citi.

Rather than call about it, send a certified letter to the hotel, requesting proof of the credit. If you don't receive proof or the credit before the deadline for disputing charges on your card, dispute the charge and change all of the automatic payments. If you do receive proof before that, or the credit itself hits, then no worries.

Say what? --

I've had cards where I've had to dispute charges because I was either charged twice for the same item, or charged for something that wasn't delivered. In all three of those cases, I wasn't required to pay the disputed charge and was able to work things out with the vendors and didn't have to get a new card number.

I also had one case with a Hilton card that I used just at Hiltons and had stayed at an ES, but got charged for some flights in Europe that I didn't book.

In that case, because fraud was involved I had the charge card number changed and got a new one about a week after I called in.

Bob H
Were the cards on which you had disputed charges Citi cards?

My guess is that the credit may have been sent to Citi within the 5 days, but that it may take a while until the credit posts to Citi.

Rather than call about it, send a certified letter to the hotel, requesting proof of the credit. If you don't receive proof or the credit before the deadline for disputing charges on your card, dispute the charge and change all of the automatic payments. If you do receive proof before that, or the credit itself hits, then no worries.

cordelli suggested this as well & its what i'm going to do tomorrow....thanks for the advice....

It's funny how charges process in minutes, but credits take forever... That minus sign must be pretty heavy. :) Definately a disconnect in the process to me.

Merchant sends to CC processing agent, they send it to their bank, they send it to CC company (Visa, MC, etc.), they send it to your bank.

I don't do business with Citi anymore, and glad I don't hearing this.

Good luck getting everything resolved.

It's funny how charges process in minutes, but credits take forever... That minus sign must be pretty heavy. :) Definately a disconnect in the process to me.

Merchant sends to CC processing agent, they send it to their bank, they send it to CC company (Visa, MC, etc.), they send it to your bank.

I don't do business with Citi anymore, and glad I don't hearing this.

Good luck getting everything resolved.

They're in a hurry to take your money, so they can use it, but they aren't in a hurry to give it back, because they are using it in some way. :)

no confusion....like i said before, i spoke with my bank & in order to initiate the 'chargeback' inquiry the bank will cancel my card & issue a new one....a process i want to avoid unless it is necessary....



no crooked employee here....the hotel has admitted that the second charge was made & are agreeing to refund it....its the lackluster response regarding the refund i am concerned about....
When you call, there is no record of what ocurred. Use the bank's website. There should be a link to "dispute a charge" and one of the options is generally "duplicate charge."

Just because someone you've never met at a hotel tells you that they know they made an error and fix it doesn't mean that there isn't a fraud and they don't want to tell you.

When you call, there is no record of what ocurred. Use the bank's website. There should be a link to "dispute a charge" and one of the options is generally "duplicate charge."

Just because someone you've never met at a hotel tells you that they know they made an error and fix it doesn't mean that there isn't a fraud and they don't want to tell you.

i agree with you about the fraud....however, i have re-checked with the bank & even if i use the website they will still cancel the card & issue a new one....if this does not get resolved by the 16th then i'm afraid i'll have to do so....tomorrow i'm going to ask the hotel to give me confirmation that they have reversed the charge....

Were the cards on which you had disputed charges Citi cards?

One was and it was a fraud case -- the others were not.

You may have a bargaining chip with them in as much as they want to change your card number --- at a minimum I would ask them to change all the automatic charge stuff -- or tell them that if you switch it to another card, you're not going to switch it a second time.

Let us know how this sorts out.

Bob H

i agree with you about the fraud....however, i have re-checked with the bank & even if i use the website they will still cancel the card & issue a new one....if this does not get resolved by the 16th then i'm afraid i'll have to do so....tomorrow i'm going to ask the hotel to give me confirmation that they have reversed the charge....

This IS NOT TRUE.

When I log into my Citi cards account, I can dispute a charge online, using the form, and there is NO verbiage or indication that my card will be re-issued (just as I'd expect). NONE.

I'm not sure what the OP's problem is, but would guess it's not understanding how to file a dispute online.

Again, Citi DOES NOT require a card re-issue to simply dispute a charge. It does, however, require that the charge have posted to a statement, and not simply be in "recent charges." Since you have 30 days beyond the statement date to pay, though, and a dispute is resolved before that date, it's NOT an issue.

The exact veribage from Citi's dispute form:

If you wish to dispute a charge, first select the statement period in which the charge appears from the “Select Time Period” dropdown menu. Then select the “+” next to the transaction in question and click the “Dispute This Charge” link. Once you have submitted the form, we’ll work with the merchant on your behalf, and send a letter, email or statement message notifying you of the outcome.

Be sure that you've tried contacting the merchant about your dispute before proceeding. You'll need to provide an explanation of your experience in the form below. Complete one form for each item you are disputing.

If you are disputing a transaction that is no longer available online or does not have a link to “Dispute this Charge” call Customer Service at 1-866-449-2484 or fax a letter to 1-866-799-4758.

Note: If your card has been lost, stolen or you haven’t received it, don’t complete this form. Call our Customer Service department immediately at 1-866-449-2484.

And the dropdown list of reasons for the dispute:

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He's not saying the web site states a new card will be issued, but people he's talked to are telling him regardless of calling in the despute or using the web site a new card will be issued as company policy. I don't believe they have such a policy, but he's done his due dilegence and then some. I understand not wanting to change all the card payment setups and would avoid it if I could. Fortunately it's not a case of someone going crazy charging his card so giving the hotel time to correct the problem is reasonable (although I think they have had enough time).

Not all CC companies have the same policy as I have disputed a few charges on my AMEX and I still have the same card number and the autopays were unaffectived. If Citi wants to burn through card numbers, then that's their choice.

You don't have to deal with the hotel at all. Just report it to your credit card issuer as an unauthorized charge. They'll deal with the merchant.

+1

as mentioned before, it is a credit card....the amount has been clearly charged twice, once on the 1st & then again on the 17th....the hotel has admitted that the card has been charged twice....its just the laid back casual attitude of the property that is causing me concern....

i have spoken to my bank about this....if i report it as a double charge then that means the merchant has my card details & as far as the bank is concerned they can use it again....they will therefore cancel the card & issue a new one....my card number will remain the same but the expiry date & cvv code will change....it is the policy of the bank....

OP, not sure why your bank is giving you the run around, perhaps call another agent?

I've disputed charges (this is a dispute, not a fraud case) many times on over 4 cards with 3 different banks, all just simply open a dispute file, refund my money, and no other changes to my account.

This IS NOT TRUE.

When I log into my Citi cards account, I can dispute a charge online, using the form, and there is NO verbiage or indication that my card will be re-issued (just as I'd expect). NONE.

I'm not sure what the OP's problem is, but would guess it's not understanding how to file a dispute online.

Again, Citi DOES NOT require a card re-issue to simply dispute a charge. It does, however, require that the charge have posted to a statement, and not simply be in "recent charges." Since you have 30 days beyond the statement date to pay, though, and a dispute is resolved before that date, it's NOT an issue.

i'm not quite sure what your problem is but i think you lack the ability to understand that different countries have different banking laws & just because the citi website in the united states says something then it does not mean the citi website in india would say the same thing....

i have checked & re-checked with citi & it is their policy in india to issue a new card in the event of a dispute....posting a reply in bold letters will not change that fact....if you don't have anything useful to say then please just move on to a different thread....

OP, not sure why your bank is giving you the run around, perhaps call another agent?

I've disputed charges (this is a dispute, not a fraud case) many times on over 4 cards with 3 different banks, all just simply open a dispute file, refund my money, and no other changes to my account.

i've tried 2 different agents & my sources at the bank....this is their policy....i think its pretty stupid but i'm not here to debate their policy....i just want my money back & would prefer to keep the same card....

I was TRIPLE CHARGED by the hotel and the staff were clueless on how ot help. The manager took forever to speak w/ someone at Amex and kept denying they had done the overcharge, saying it was Amex problem.
One clue to the OP's challenge might be - since i was TRIPLE charged, Amex would not process the dispute online, I had to talk to someone on the phone. They wanted to consider it fraud and take my card but when I told them I thought it was just hotel incompetence they agreed to treat it like a dispute, and the credit came in a few days later.

here is an update....i got this reply from the hotel today:

Dear Mr. Keyser,

First of all I would like to apologize for the delay in process, I have personally followed up with accounts for the refund on your credit card. I have been advised by our accounts manager that they have already processed the application for refund to the bank and it takes about 14 working days for the refund to reflect on your account. I have advised our accounts manager that the refund should be reflective in your account before the 15th of July.

Thanks & regards

***** ***** | Front Office Manager|


i have asked them to provide proof they have requested the credit....

I was TRIPLE CHARGED by the hotel and the staff were clueless on how ot help. The manager took forever to speak w/ someone at Amex and kept denying they had done the overcharge, saying it was Amex problem.
One clue to the OP's challenge might be - since i was TRIPLE charged, Amex would not process the dispute online, I had to talk to someone on the phone. They wanted to consider it fraud and take my card but when I told them I thought it was just hotel incompetence they agreed to treat it like a dispute, and the credit came in a few days later.
The OP has stated that he's verified with Citi, through multiple sources, that if he disputes the second charge, they will reissue his card with a new expiration date and code.

I realize that most of us find this hard to believe, since at least in the US, most banks would simply dispute the charge, without having to reissue the card. However, as the OP is in India, their policy there is apparently different.

another update:

the hotel finally sent me proof yesterday that they have requested the credit....i also spoke with my bank & they told me the credit should hit my account in another week at the latest....

Very good news, thanks for updating us.

Citi is being extremely cautious right now because they had a data breach in early June. Unfortunately, many card numbers were exposed and ended up with fraudulent charges (including one of my own). In trying to contain the problem, Citi is issuing new cards when there is a potential fraudulent charge.

That being said, the front-line agents at Citi gave conflicting responses. When I requested to speak with the fraud department, they gave me consistent, truthful answers. So, I would ask to speak to a representative in the fraud department.

Citi is being extremely cautious right now because they had a data breach in early June. Unfortunately, many card numbers were exposed and ended up with fraudulent charges (including one of my own). In trying to contain the problem, Citi is issuing new cards when there is a potential fraudulent charge.

That being said, the front-line agents at Citi gave conflicting responses. When I requested to speak with the fraud department, they gave me consistent, truthful answers. So, I would ask to speak to a representative in the fraud department.

i have access to their legal team so i spoke with them....they confirmed what the agents told me earlier....

another update:

the hotel finally sent me proof yesterday that they have requested the credit....i also spoke with my bank & they told me the credit should hit my account in another week at the latest....

the credit finally showed up yesterday....almost 8 weeks after they made the charge....

when i saw nothing on my account till the 30th of july, i called the property back a bunch of times but could not get hold of the manager....i wrote a couple of emails as well but they went unanswered for 5 days....i finally got hilton corporate involved & was contacted by a guest assistance manager the following day....he said he would deal with the hotel on my behalf & 3 days later i get the credit....i don't know if his involvement helped or whether the credit actually takes this long but i'm glad this issue is finally resolved & i got my money back....

Thank you for sticking with us and keeping us updated - I am glad you finally were able to get this resolved. You are more patient than I am - at a property near my hose I would have gone during business hours and had a session with the GM.

It also seems some of us are not aware this is about Citi in India and their policies, regardless of what we may have experienced with similar situations in the USA, UK, Canada, etc.

the credit finally showed up yesterday....almost 8 weeks after they made the charge....

when i saw nothing on my account till the 30th of july, i called the property back a bunch of times but could not get hold of the manager....i wrote a couple of emails as well but they went unanswered for 5 days....i finally got hilton corporate involved & was contacted by a guest assistance manager the following day....he said he would deal with the hotel on my behalf & 3 days later i get the credit....i don't know if his involvement helped or whether the credit actually takes this long but i'm glad this issue is finally resolved & i got my money back....

Thank you for sticking with us and keeping us updated - I am glad you finally were able to get this resolved. You are more patient than I am - at a property near my hose I would have gone during business hours and had a session with the GM.

i actually did make a trip to the hotel a few weeks ago....both the gm & the manager i was exchanging emails with were not present....i did speak with another manager & left my business card with her....she told me she would inform the gm but of course i got no response....

They should issue you a full refund for the inconvenience. I strongly beleive so.

They should issue you a full refund for the inconvenience. I strongly beleive so.

i got the full refund over 6 months ago....