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Priceline - Disputed Charges

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Susan of Salt Lake City (10/9/03):
I went onto Priceline.com's website and made an offer of $250 for airfare to see if any airline might accept it. When I filled out the on-line request, it asked for my account (Visa) information so that in the event an airline accepts my offer, they could immediately confirm my reservations. It stated after I submitted my offer that I should check back within three hours to see if an airline accepted my offer. I did check back, but it said that no airline accepted my offer. I left it at that. I did not go any further with my offer.

The next day I check my emails and there is a message from Priceline.com wherein it said that they had a counteroffer for me. I looked at the counteroffer, but did not accept it because it was more then I could afford. I never authorized the transaction. The counteroffer stated at the botton if you do not accept this offer simply do nothing. I did nothing and the next thing I know they have charged me for the airfare. I contacted my bank about the visa bank card transaction and they said I need to contact the airline and Priceline.

I emailed United Airlines and explained the situation and they said that they do not get paid from Priceline unless and until the airfare/ticket is actually used, which it wasn't. I also contacted Priceline about the problem and they responded with the this response: "... Ms. McGuire we work very hard to avoid any confusion when customers place their request. In order for any request to be processsed a customer must press the 'Buy My Tickets Now' button. ( specifically did not press any botton. I did what it said, which was NOTHING.) They closed the letter with "We apologize for the inconvenience and hope you give us the opportunity to serve your future travel needs." I feel as though they stole $355.95 from me.

My visa (debit card) was charged $355.95 on September 29, 2003. I do not have a lot of income and every penny is vital to my everyday living. I need to get this money back into my account as quickly as possible. Please let me know what, if anything, you can do to help my with this situation.

Harihara of Palatine IL (10/2/03):
I tried to book for a hotel close to Toronto, Canada. The Priceline search engine was still searching for the price I quoted and it took and was hanging for more than 30 minutes and logged out. I checked my e-mail to see if any hotel had been booked. I did not get any e-mail from Priceline. So I made alternate arrangements for my travel and went for the trip.

Guess what! After returning from my vacation, I was shocked to see a CONFIRMATION for my hotel booking from PRICELINE dated the next day by an email. I sent an email to priceline customer service, they replied that they were really sorry for the incident but however according to their policy, they said they cannot refund my money at any way. I tried my best with many emails, guess what! Some customer representative answered the emails and the result was the same. This email conversation went on for a week. Finally they thought they could handle me by a rude telephone operator. They had given me a ticket number and asked me to call.

The lady who picked the phone said, the policy is that, they cannot refund and said I should have to checked with priceline before making any alternate arrangements even if though I do not get any confirmation. I asked why didn't the email confirmation come to me in time. She said that's how it works and never allowed speaking my concern and SLAMMED the phone. You know what, I tried to call them back, the automated message said that the case is closed?

Where do you think I can complain this issue? None! No one in Priceline would take care of this. They don't care about you. Their service SUCKS! If you give your credit card number whether you get confirmation or not you will be charged. Your job is to wait for days and you might get email confirmation.

I have never seen such a rude customer service in my life. The lady who spoke to me was just talking and never bothered to listen to me. She just slammed the phone and that's it. It is my money and they behave harsh to a customer!

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