Questions of cash: Internet booking mess is no laughing matter
Saturday 04 June 2011
Q. Hertz has charged me twice for a single period of car hire. I paid in full and six months in advance for 14 days' car hire at Funchal. The flight was delayed badly at Glasgow, and as there was no phone number on my Hertz voucher, I was unable to notify of the delay, or advise that we would collect the car the next day. At the airport I asked the woman at the Hertz desk to notify the relevant staff of the delay and to explain that we would collect the vehicle the following day. She told us this was "fixed". But on my return home it seemed that Hertz had charged me an extra £255.22, which seems to be a duplicate charge for the car hire, plus an extra £2.26 – for what, I don't know. VL, Isle of Arran.
A. Hertz has now fully refunded you for the duplicate charge, plus an extra £10 for out-of-pocket expenses. It also sent you a €25 voucher for future use – which you have thrown away, saying you will never hire a car from Hertz again.
Q. I recently attempted to buy two tickets through Ticketmaster's website to see Michael McIntyre at Wembley Arena. When I reached the payment page I found that Ticketmaster does not accept payment via debit card. I rang Ticketmaster to try and purchase the tickets over the phone where I was advised through an automated message that, due to high call volumes, my call would be terminated without me speaking to an adviser. I asked my sister to purchase tickets for me using her credit card. She did this and in her confirmation email was advised that "each original purchaser and any person accompanying them to the show must be present" in order to gain entry. As she does not intend to go to the show, this caused her concern. My sister and I have several times attempted to contact Ticketmaster to query this. On each occasion we have been advised by an automated message that, due to high volumes, our calls would be terminated without speaking to an advisor. I then wrote to Ticketmaster, via my sister's email address. Ticketmaster added, addressing my sister: "you were informed that as you are the cardholder, you have to attend the event, customers were advised that if the terms of sale cannot be adhered to, then a booking should not be made. Your brother will not be able to attend the event unless you are attending as well. I'm sorry but there is no other option we can provide." This is very frustrating and if we had realised this, we would not have made the booking. DW, London.
A. You tell us that as a result of our intervention, Ticketmaster has swapped your paperless tickets with paper tickets for a different part of the arena: a solution you are happy with. Ticketmaster confirm it has reached a satisfactory resolution with you, while declining to provide any details. A spokesman for Ticketmaster added: "For the Michael McIntyre events ... paperless tickets were used for selected seats in the house. This means that customers buying these selected seats for these dates would not receive traditional paper tickets, but paperless ticket confirmation instead. The event organisers, Off The Kerb, wanted special measures put in place to make sure that only fans who get these tickets through the initial online sale would attend the events. Before purchasing tickets customers were presented with information alongside clear terms and conditions explaining that the original purchaser must be present at the event and provide the card used for purchasing the tickets, along with valid photographic ID, to gain entry. Customers purchasing tickets for seats elsewhere in the venues would be supplied with the more traditional ticket formats and not required to present the card used to make their purchase. Ticketmaster does accept payment via a number of different cards, including debit cards, American Express, Mastercard, Maestro, Solo, Visa Delta, Visa Electron and Visa."
Q. I have had a PayPal account since 2007, using my standard email address. I also use this email address for my business. My trading on eBay is my only form of income and PayPal has been the lifeline of my business. My problem came when I created a second account for personal use with a different email address – which I don't check frequently. I received a notification of a limitation on my business account, asking for information to resolve difficulties relating to my personal account. I provided the required information and my business account continued to receive funds. Later that week, I was informed that my business account had been permanently limited as I had breached a PayPal rule. The next day my personal account was cleared to use as normal. When I phoned PayPal, the agent I spoke to was so rude it was as if I had committed fraud. I tried to explain that I had not done anything wrong on purpose. Since then I have sent numerous emails to appeal and apologise. I'm the main provider for my family and I wouldn't jeopardise that by consciously breaking a PayPal rule. Now I have been told that my personal account will be blocked soon, so I had no choice but to close that account. I really need to have my business account reinstated. DM, by email.
A. PayPal's spokesman says: "the problem arose when [the reader] created another PayPal account. As part of our anti-fraud measures, we placed restrictions on both accounts as we had concerns about the identity of a credit card that was being linked to the account. [The reader] gave us all the necessary details about the credit card and proof of identity. We lifted the restrictions on the new account, but unfortunately didn't do the same for his original account. Following your intervention, we've now done so." Your business account is now available for you to use again.
Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: email@example.com.
Fuel poverty could kill 100,000 vulnerable people over the next 15 years, charity warns
Phoenix Life: Chance of a refund for overcharged policyholders has risen
Simon Read: You're guilty until proven innocent when HMRC sends in the tax credit detectives
Simon Read: That's right, BT, they'd rather pay for a free service
Bank-beating exchange rates on your international payments
- 1 Forget 'The Dress': Here are five of the biggest news stories you might have missed
- 2 The black and blue dress: Makers considering a white and gold version
- 3 PornHub turns masturbation into energy in bid to save the planet
- 4 The remarkable archaeological underwater discovery that could open up a new chapter in the study of European and British prehistory
- 5 Saudi Muslim cleric claims the Earth is 'stationary' and the sun rotates around it
New theory could prove how life began and disprove God
Half of Ukip voters say they are prejudiced against people of other races
This is what it's like to be dead, according to a guy who died for a bit
'Cash for access' scandal: Sir Malcolm Rifkind says 'unrealistic' for MPs to live on £67,000 salary
'Jihadi John': CAGE representative storms off Sky News accusing Kay Burley of Islamophobia
Ukip would cut billions from Scottish budget to fund English tax cuts
iJobs Money & Business
£40000 - £50000 per annum + pro rata: SThree: SThree Group have been well esta...
£30000 - £37000 per annum: Recruitment Genius: Established in 1999, a highly r...
£250-£300 Day Rate: Jemma Gent: Are you a qualified accountant with strong exp...
£230 - £260 Day Rate: Jemma Gent: Do you want to stamp your footprint in histo...
Day In a Page
This six-bedroom Georgian home is on three floors with open fireplaces, a two-oven Aga, an annexe, and cottage gardens with outbuildings and a car barn
High Crest House covers an impressive 9384sq ft, with almost three acres of grounds including a tennis court and summer house enclosed by electric gates
A six-bedroom farmhouse with separate accommodation in converted stables. Situated in the village of Church Aston, within walking distance to the market town
A two-bedroom flat with under-heated walnut floors and bespoke built-in storage. The Tube and Clapham Common are a short stroll away
A refurbished seven-bedroom townhouse with staff quarters, cinema room, superb gym, steam room and plunge pool
A minimnalist four-bedroom home designed to the highest spec, featuring glass walls and a kitchen space lit by a glass roof
Hibernate during winter and make your living during the summer at this busy guesthouse with panoramic sea views, in the village of Lynton
A four-bedroom penthouse next to the Tate with direct views of St Paul's from two floors of luxurious living space
A four-bedroom detached home surrounded by spacious gardens and woodland, close to New Pudsey
An 18th-century, three-bedroom home near Langstone Harbour built from ships beams with vaulted ceilings and wood burning stoves
A five-bedroom semi-detached home with a mix of period and modern features in a popular and convenient location
This five-bedroom red-brick beauty overlooks the village green and sits in just under two acres of land
A three-bedroom villa with self-contained flat, minutes from Lake Windermere
A deceptively spacious, beautifully presented Georgian home with 3000sq ft of living space and five reception rooms
A five-bedroom Victorian home with four receptions, superb gardens and paddock in Pembury
An eight-bedroom house on the south side of the The Green with cinema, wine cellars and summer house
This 17th century beauty is full of rustic cosiness, while the detached home office means you can also run a business
Four exclusive apartments in a Grade II-listed former medical school with 2,275 sq ft of living space and 18ft ceilings
A five-bedroom terraced house on the popular Peterborough Estate, ideally located for both Eel Brook Common and South Park
A state-of-the-art farm-building conversion on the former Cliveden Estate, with 11,420sq ft of internal space, cinema and wine cellar
A three-bedroom, 15th-century cottage with original features in the picturesque village of Sissinghurst
A six-bedroom terraced house with large south-facing roof terrace, cinema room and wine cellar
A new seven-bedroom home built in Queen Anne-style with swimming pool and parkland views in Mortimer
A listed, four-bedroom farmhouse in the rural hamlet of Rushall with detached barn, four acres of gardens and paddocks
A first-floor flat with two bedrooms, a spacious reception room and communal grounds in a leafy part of London
A three-bedroom flat with a spacious rootop terrace and balcony, accessed from a private gated courtyard
A Grade II-listed pile with six bedrooms, stables and 39 acres of grounds in Standlake
A two-bedroom flat with boutique hotel-style interiors, close to the foodie haunt of West End Lane
A two-bedroom flat in a beautiful old vicarage, with many original features, close to the city centre
A three-bedroom 16th-century home with an aga kitchen, private gardens and heated outdoor pool, in Hadleigh
A three-bedrom home in sought-after Queen's Gate Mews, with Italian marble-finished bathrooms
Surrounded by glorious countryside in the village of Udimore, sits this impressive four-kiln oast and barn conversion
A five-bedroom house in the picturesque village of Kettlewell, north Yorkshire
An 18th-century former coaching inn with original staircase, open fireplaces and beams throughout
A Grade II-listed Georgian town house with three bedrooms and a south-facing courtyard, near Arundel Castle
Feel on top of the world at this über chic penthouse on the 37th floor of one of Europe’s tallest blocks.
A Grade II-listed Victorian villa with six bedrooms and two further cottages, all with spectacular sea views
A grade II-listed, Georgian cottage with mature 50ft garden, perfect for summer entertaining
A magnificent Georgian pile with turrets, seven bedrooms, a heated pool and four acres of gardens
Fairoak Farm has five bedroom suites, gym, outdoor swimming pool and golf course
Chic two-bedroom river-fronted flat with a private lift that delivers you directly to your home
A spectacular seven-bedroom Tudor pile, once owned by Henry VIII, with 18 acres of land
A seven-bedroom Georgian property previously used as a picturesque wedding venue
A split-level flat in a church conversion with two en suite bedrooms and 1,200sq ft of living space
A three-bedroom bungalow situated behind an impressive stone wall, £645,000
Windsor Castle overlooks this three-bedroom Victorian cottage located on one of Windsor's smartest roads