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Complaint regarding refund from Expedia and ICICI Bank

On Feb 7, 2015, I tried to book a hotel room through expedia.co.in using my ICICI bank credit card for Rs 40,642.74. The transaction failed and 2 hours later when I tried to book the hotel again, it was successful. However, when I checked my credit card account few days later, I noticed that my card was charged twice. So, I filed a dispute with ICICI bank for the unsuccessful transaction. When I checked with the bank again in the month of March regarding the status of my complaint, I was informed that my case was closed as the bank was not able to reach me. I requested them to reopen the dispute. In the third week of April, I got 2 emails from expedia’s dispute department stating that the bank had withdrawn funds from them for both the transactions that were made on Feb 7 and hence both the transactions would be cancelled by them if I did not provide an alternative payment. I responded to them saying that only 1 dispute was filed with the bank and that the confirmed hotel booking should be retained. Expedia claimed that there were 2 disputes filed by the bank. I checked with the bank again and I got written email confirmation from the bank on April 14th that only 1 dispute was filed. Expedia still insisted that there were 2 disputes filed and sent me an email on Apr 17 late in the night that my hotel booking will be cancelled automatically if I did not provide an alternative payment to retain the booking. When I checked my email on Apr 18th morning, I was shocked to see that my hotel booking was cancelled by expedia without any refund. I had just 2 weeks for my trip with my sister’s family and my room booking got cancelled for no fault of mine. My credit card was locked and I was charged late payment fees. I had already paid the amount of Rs 40642.74 and my statement had an outstanding balance of Rs 40642.74 (for the unsuccessful transaction) and then Iost the hotel booking as well.

On May 2, icici bank sent me an email confirming that they had filed 2 disputes indeed. Had they done due diligence from their side and informed me the first time itself that 2 disputes were filed, I would have been able to retain the booking with expedia. After repeated follow ups, I got the final chargeback credit of Rs 40642.74 for the unsuccessful transaction on May 22. However, I did not get any refund for the confirmed hotel booking that was auto cancelled by expedia. I filed a dispute with icici bank again on May 23 and on July 9th,I was informed by the bank that the acquiring bank was not refunding the money and that they are following up with them on good faith basis to resolve the dispute. So, I followed up with expedia again on the status of this on July 9th and I have spent several hours on calls with them so far. I was asked to provide my credit card statement from Feb to July and my email correspondence with their disputes department. Even after I submitted all of these, expedia was just trying to delay this by citing irrelevant excuses. I still havent got my refund of Rs 40,642.74 and I am writing to this forum after having struggled with expedia and the bank for more than 5 months now. Please help me get my money back. If you need any other details, please let me know and I will be happy to share the same.

Pradeep Ramakrishnan
T.P.Scheme Road, R.A.Puram, Chennai 600028, Tamil Nadu
Email: mailpradeeprk@gmail.com / 17/07/2015 / 1:54 am

1 comment

    • ICICI Bank on 20/07/2015 at 3:20 pm

    Dear Mr. Ramakrishnan,

    We regret any inconvenience caused. Our official will get in touch with you. We appreciate your patience.

    ICICI Bank Customer Service Team

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