My complaint:
On 29.11.2023 I received a message in the Booking.com application seemingly from a hotel I booked for January 5-12th with the request to update my credit card information for them not to cancel my upcoming business trip booking. I double checked this information and went to the Booking.com website and located the message there. It was in the exactly same place where the property communicated with me before. As have many other hotels I’ve booked in the past via this platform. Hence, I did as requested, added my card information and apparently authorized a fraudulent transaction of 561.07 euros as I saw afterwards in my N26 app. After the amount was not refunded I suspected that something was wrong, contacted the hotel, and even before they responded I locked the card, contacted N26 Team (see the ation screenshot attached) and asked to block the transaction which was still being processed. The hotel afterwards responded that it was indeed fraud and they have not sent me anything.
After that I spoke with the N26 Team in chat and submitted a dispute request via the app, explaining the situation. I’ve also been in touch with Booking.com Customer Service and spoke to the hotel 2 times already. They’re all claiming that they have not sent that message though it was sent via the Booking.com platform and in the hotel’s name. I do not understand however why my transaction did not get blocked by N26 either as I requested to do that immediately. It took more than a day for it to get officially processed and no action was taken. Furthermore, my dispute request was immediately rejected without any further investigation or options.
It is apparent that the transaction has been fraudulently made. And I do not understand the legal grounds and basis for the resolution that was provided to me without any further clarifications the next day after I submitted the dispute.
Suggested solution:
Refund the amount which was fraudulently taken from me.
