Credit Card Charged in error

[happy v]

According to a reply on the facebook page, the transactions have been reversed but the payment will take between 5-7 bank working days (separate replies, one says 5 days another says 7)to appear back into your account. That could take to 31st May!

[kruzseeka]

According to a reply on the facebook page, the transactions have been reversed but the payment will take between 5-7 bank working days (separate replies, one says 5 days another says 7)to appear back into your account. That could take to 31st May!

 

This mirrors my experience too happy v (post #14). They kept telling me 5-7 working days but since a Bank Holiday was involved it actually took 2 weeks. As there is a Bank Holiday next weekend Carnival customers may run into a longer time span too.

 

I was incensed as I cannot understand how the money can travel almost instantaneously one way to them but come back at a snail's pace. And since the transfer went electronically why do weekends or Bank Holidays delay the return? They surely don't need someone in work sitting at a desk to push a button!

 

In the meantime though this potentially is causing all manner of financial problems for the customer.

[Maizyday]

This mirrors my experience too happy v (post #14). They kept telling me 5-7 working days but since a Bank Holiday was involved it actually took 2 weeks. As there is a Bank Holiday next weekend Carnival customers may run into a longer time span too.

 

I was incensed as I cannot understand how the money can travel almost instantaneously one way to them but come back at a snail's pace. And since the transfer went electronically why do weekends or Bank Holidays delay the return? They surely don't need someone in work sitting at a desk to push a button!

 

In the meantime though this potentially is causing all manner of financial problems for the customer.

 

 

The money doesnt travel instantly to accounts , it shows as leaving your account straight away , to ensure the payment wont bounce i guess , but takes around 3 working days to appear in payees account.Pending /ghost payments are the worse to clear in my experience

[jaynor]

The money doesnt travel instantly to accounts , it shows as leaving your account straight away , to ensure the payment wont bounce i guess , but takes around 3 working days to appear in payees account.Pending /ghost payments are the worse to clear in my experience

My bank explained this to me and said it would be easier to deal with if the transaction had actually been made. As I posted earlier I am nearly £1200 down on my available balance which was a deposit for a futurecruise paid in March. I know this will eventually be put right but the manner in which it has been dealt with us appalling.

I have still received no personal notification from P&O that this amount has been taken without my authorisation. If I had not been a member of a group on FB I would be completely unaware and as I am on hols tomorrow woulld undoubtedly suffer considerable financial embarrassment

I have spent most of this weekend trying to sort this nrss with TA and with bank. Icidentally, my cruise specialist TA had not been prepared or informed of this by P&O. They only knew from customers calls. I have done all I can do and I have made a complaint to P&O. I will wait and see if I will be afforded the courtesy of a personal email from them some day soon. It has surprised me that with the enormity of this and some of the large amounts involved that we have heard nothing on the news media.

The money doesnt travel instantly to accounts , it shows as leaving your account straight away , to ensure the payment wont bounce i guess , but takes around 3 working days to appear in payees account.Pending /ghost payments are the worse to clear in my experience

 

 

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[kruzseeka]

Sorry deleted - duplicate post.

Edited May 21, 2017 by kruzseeka

[kruzseeka]

The money doesnt travel instantly to accounts , it shows as leaving your account straight away , to ensure the payment wont bounce i guess , but takes around 3 working days to appear in payees account.Pending /ghost payments are the worse to clear in my experience

Oh, I didn't know that - I assumed it just wouldn't proceed from your personal account if you hadn't enough funds to clear the transaction (unlike cheques which have to be cleared) and was like the transactions where it tells you it will be in the recipient's account within two hours. It's all a great mystery to me! I bet the banks haven't got thousands of pounds tied up somewhere in the ether in the meantime unlike the customers! ;)

[davecttr]

I made the final payment for a July cruise at my TA by DD on the 11th of March. Does this problem include payments via a TA?

 

I will have to go to the bank tomorrow for a complete statement from the beginning of March.

 

Were these incorrect charges applied recently and I have not had any email

[verynervous]

I had an embarrassing situation on Friday morning. I needed to pay my painter and decorator and went to my bank account to check my current account. I only had just over £60 in my account. I panicked and phoned my bank.P and O had put a hold on £1765. This meant I had no available funds and I was unable to withdraw any money. Yesterday P and O took the money. I have instructed my bank My bank have labelled this 'a dispute' and are following it up for me. I am, understandably, angry!

[Eglesbrech]

They could do CHAPs payments and get the money back into people,s accounts immediately but they won't because that would cost them money to do that. Instead they are inconveniencing customers.

 

I see that it has hit the press in a very small way and carnival and saying that they don't know how many people are involved. I am surprised that it has not been a bigger story considering the enormity of what has happened. Must be a lot of booking and payments between December and March.

 

I hope that in due course they will tell affected customers how this happened in the first place and confirm that the issue has been found so that it will not happen again. At the moment I would not be confident using my debit card with them again.

[Eglesbrech]

And I should have added that for once it would be nice if P&O actually engaged with the people on here and added some useful information. (Fred Olson seem to be the only company that add the odd comment, that I have seen at least)

 

This is not just people having a gripe about embarkation times or the standard of food. This is a serious issue affecting a lot of customers so some updates / reassurances would be helpful.

[happy v]

I made the final payment for a July cruise at my TA by DD on the 11th of March. Does this problem include payments via a TA?

 

I will have to go to the bank tomorrow for a complete statement from the beginning of March.

 

Were these incorrect charges applied recently and I have not had any email

Both P&O and TA.

Some people have had emails others haven't.

It does seem to be card payments, so if you paid by bank transfer you could be OK.

Problems seem to have started on Friday.

[barriead]

I wonder how many people are blissfully unaware that they may have been affected, apart from the initial e-mail and a post on the Carnival websites including FB the silence has been "deafening from Carnival and the Transaction Company" that is the main culprit in all this.!!!

 

As it stands at the moment every Carnival customer for the period involved can not be sure if personal funds are going to be or have been affected if they have made transactions in the period involved because nobody is keeping us informed with up to date explanations or reasons why and how this fiasco has happened, it is really not good enough, Carnival and the Company involved should be ashamed of themselves.

 

I really hope more information with clear and precise detail is forthcoming very soon...thats the least they can do to try and settle peoples minds, and also some personal contact with those who have been affected money wise...a brief message of sorts and "ring this number" is the sort of thing uncaring Companies do and reflects very badly on Carnival and their brands.

 

I am very annoyed at the moment by this situation and it has really soured my thoughts of Carnival and their customer service.

[smj777]

As advised in P&O's Email, I telephoned my bank (Nationwide, with whom I am now overdrawn and will be charged accordingly) and they said they couldn't do anything and advised me to ring P&O on 0843 373 0052.

I did so and got a recorded message saying just the same words as the Email. So there seems to be no action I can take and am entirely at the mercy of P&O who have taken £3,800 of my money.

I am going to be out of pocket for overdraft fees, cost of phone calls and any other charges that will arise out of standing order/direct debits being defaulted on.

I can only hope that P&O agree to refund any losses incurred.

[eddie11]

Has anyone contacted Moneysavingexpert? Usually a good source for clear and correct financial advice

[barriead]

As advised in P&O's Email, I telephoned my bank (Nationwide, with whom I am now overdrawn and will be charged accordingly) and they said they couldn't do anything and advised me to ring P&O on 0843 373 0052.

I did so and got a recorded message saying just the same words as the Email. So there seems to be no action I can take and am entirely at the mercy of P&O who have taken £3,800 of my money.

I am going to be out of pocket for overdraft fees, cost of phone calls and any other charges that will arise out of standing order/direct debits being defaulted on.

I can only hope that P&O agree to refund any losses incurred.

 

Sorry to hear that matey, this situation is deplorable and answers are needed...it would seem carnival are keeping this very low key to try and allay bad publicity...their first priority should be to ensure customers personally affected are looked after and reassured...sadly that is not happening at the moment...this really is pathetic customer service and quite frankly you and any others involved deserve better than to be treated like this, their prioritys quite obviously lay elsewhere and it aint with people like you and others similarly affected...it is shameful.!!!

Edited May 21, 2017 by barriead

[barriead]

I have found myself constantly checking my bank account as like others on here no doubt I have paid P&O fairly substantial sums in the last few months via my Bank debit card...i am going out for Lunch today and would normally use my debit card however I am going to take cash to avoid any nervousness of my card being declined for insufficient funds...an over reaction some might think (my wife included) however I do not feel 100% reassured with the poor info given from P&O that this situation is under control yet.

 

The very least people need is reassurance and we aint got that yet.

[Snadgy]

Unauthorised Money taken

 

A further payment was taken on Friday 20/5/2017 from my bank taking my account into the red! This was done without pre warning and I was only contacted on Saturday 20/05/2017 at 12:46pm after the event. This warning gave me no reason why or how this had happened as no permission was given by me as my deposit was already paid over a direct P&O phone line call Centre. P&O's third party Elavon merchant services they blame for this should not have my details?

 

This unauthorized Payment taken by P&O’s Elavon merchant services on there behalf have taken my account deep into overdraft on Friday night! And my debit card was declined as no funds were available on Saturday which was very embarrassing to my wife and I!

 

So after phoning P&O direct number 08433740111 option 04 at 3p plus network access charge And giving up after 50min waiting to be put through on the phone I then decided to redial same number but this time option 01 New bookings but this time getting through in 2min? “No respect given to complaints or other questions lines” But I suppose new customer phone calls get priority - money comes first! And then to be given yet another apology for my inconvenience along with information that my money could take up to 7 days to be returned to my Bank Account and then informed not to worry as my details have not been compromised? Wrong! They just have by this very unauthorised payment being taken!

 

Firstly, I have had money taken without authorization from my bank account! I informed the P&O representative I am now in a big money situation with an overdraft with no funds to live on until I get paid in 10 days time only to be told some P&O employees also had money taken from their accounts? This was no consolation or help to my situation?

 

Secondly, both email sent and representative told me to contact my bank? on phoning Barclays they listened to the problem but could not help! As this was a pending payment and could take up to 6 days to resolve and informed me that P&O where investigating? I then offered Barclays Bank the P&O contact details to phone 0345 600 0292 Elavon merchant services due to the reasons just given only to be told it was not Barclays policy and that I would have to take this situation to P&O! To sort out and not of my banks doing, This is not what I expected from P&O so called professional company nor is just a sweeping apology in a email sent after the event!

 

This experience and disregard for my and others private bank details with a hard to believe no security breach statement given has not taken place is not a minor inconvenience as they apologised for! But a disaster to my and many family's this weekend with what I regard as theft by this big company!

 

I would like P&O to give me good reasons to stay a P&O customer An apology is not acceptable. Is this standard practice? or a massive mistake? To be covered up and blamed on others? I am left confused and angry. On a lost weekend on phone trying to find my money from debit cards account these things do not just happen! P&O are reliant on I.T. systems And with past history of big firms being hacked in past years NHS only weeks ago it is a concern to all public. And for P&O to blame others when it is your own internal security systems at fault is passed over as an inconvenience? to P&O yes maybe but not for me and others In this predicament between P&O and Bank.

Dissatisfied Customer

Snadgy

 

 

 

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[kruzseeka]

These problems are exactly like the ones we experienced at the beginning of the month with NS&I. For P&O, like NS&I, to just apologise and say it will be remedied ASAP doesn't cut it for people who now have no cash flow, bank charges and DDs (including mortgages) in default. As others have reported the time taken on the phone and unsatisfactory lack of action adds to the anger and distress.

 

 

Can I just flag up too that some Regular Saving accounts require a payment each month. If one of those fail, you could end up falling foul of the T&Cs such that you lose the preferential interest charge. Keep an eye on that too - there could be some considerable compensation needed!

[kalos]

After reading these stories maybe time to enlighten the press /media and see if they could help

if P&O don't seem to want to help.

http://www.bbc.co.uk/news/10725415

[Green Cathedral]

Yep, full balance of our July cruise is blocking me making any credit card transactions as I'd planned this weekend and I doubt it'll be resolved on Monday. An email doesn't quite cut it does it? I've not incurred any charges like some of the unfortunate folk here, but the inconvenience and embarrassment caused warrant some reparation from P&O (and the cost of any charges for those who've received them) at the very least.

 

I know they're firmly passing the buck to their 'third party payment processes' and I'm sure that's where the error lies, but it is not they that we're doing business with, it's P&O and as far as I'm concerned they are responsible for those from whom they commission work.

[bubblesqueaker]

After reading these stories maybe time to enlighten the press /media and see if they could help

 

if P&O don't seem to want to help.

 

http://www.bbc.co.uk/news/10725415

 

 

I contacted Sky, BBC and Guardian (via email and Twitter) on Friday but no one has replied or phoned me. Maybe if others highlight it they'll realise it's a bigger problem.

 

 

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[Rubbies]

I booked with Vision Cruise and paid the full amount to them so I do not understand how P&O got my bank details in the first place. I paid for two cabins and two transactions are now pending on my debit card. This is my first time booking on P&O crusies so does not bode well for any future cruises I may have thought about booking. Think I will stick with NCL in future. Appalling lack of customer care, little information given apart from the emails others have shown. Some people have been left in a dire financial position because of this and I am disgusted they are not taking any responsibility and palming us off on our banks and their merchant. As others have mentioned, people won't be aware unless they use social media and will probably only find out when they try to purchase something and find their available funds are on hold a week before payday. Absolutely shocking behaviour.

[jaynor]

Just to inform you that this issue has finally made the national press. Daily Mail has it covered. I don't know of any other coverage.

 

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[insanemagnet]

Just to inform you that this issue has finally made the national press. Daily Mail has it covered. I don't know of any other coverage.

 

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Great, we will now now the value of the houses owned by those affected.

[kruzseeka]

Just to inform you that this issue has finally made the national press. Daily Mail has it covered. I don't know of any other coverage.

 

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Southampton Echo covering it re Cunard customers.