Need advice: Hotel security deposit refund; funds did not make it into my account

LFeddex on 24/04/2015 - 17:13
Last edited 25/04/2015 - 17:47

Hey guys, first time forum poster here,

I'm looking for some help with a hotel security deposit that was refunded to my debit mastercard the morning I checked out, (I have receipts), however the money never actually appeared in my account (yes it did leave, it was not a pending transaction that was canceled as most motels/hotels use with such security deposits). I have spoken extensively with the vendor, who claims they did a trace through their bank, and the money has definitely left their account and has reached commonwealth bank, I am currently waiting on some form of proof/receipt of such a trace. Their eftpos machines are with Bendigo bank, and their accounts are with NAB, my debit mastercard is linked solely to my Commonwealth bank transaction account. Commonwealth bank on my end started a dispute process about the refund, and told me to provide paperwork to a branch regarding the matter, but when I did bring in the photocopies, I was told there was nothing they could do, as the dispute had been canceled by Commbank on the ground that; 'cannot help customer in this matter, instruct the customer to contact vendor'.

With the hotel's bank supposedly saying the money has left their account and been sent to mine, and with my bank saying (and statements proving) that it never reached here, what can I do?

Does anyone have experience in this matter?

TL;DR refunded funds never made it to my account, vendor/vendor's bank claims funds left their account, what do?

EDIT: Thanks for the advice guys, apparently on Monday the vendor will try get some form of receipt of the trace back to me (I'm questioning as to why he didn't get it in the first place, rather than expect me to take his verbal word for it over the phone.)

Financial

Comments

  • bluesky on 24/04/2015 - 17:36
    +4

    I think you will have to wait for the proof/receipt of the trace from the originating bank. The trace from the originating bank will trigger the destination bank to investigate if the funds have gone to the account where it is supposed to go.

    Please don't get too worried, it has happened to me before. It may take a while, but eventually the funds will turn up. Assuming the other party has made the deposit into your account.

    • Feddex on 25/04/2015 - 17:42

      I wasn't aware of the trace triggering action by my bank, thanks! And yeah, I'll hopefully get results with this trace receipt. :)

  • Mad Max on 24/04/2015 - 18:47

    Always pay the deposit cash and get it back after check out before leaving

    • Feddex on 25/04/2015 - 17:43

      Good advice, I just have a habit of doing all transactions electronically just in case receipts go missing.

      • Mad Max on 25/04/2015 - 18:32

        I never had problems with getting the cash deposit back. They normally don't even ask for the receipt. They make you sign that you got your money back though.
        Also this way they go and check the room before returning the deposit, so that is the end of the deal. I see for people with credit card security they do not check the room as you leave. They check it later when they do the room up. But you are not there any more so they can really say what they want and you cannot defend it or check it from far away or from overseas.

  • dan-dg27 on 24/04/2015 - 18:57
    +1

    How long has it been since you checked out? When I was in the USA my funds took about a week to appear in my account.

    • [Deactivated] on 24/04/2015 - 19:12

      That was because it was a pre-authorisation.
      I would wait overnight, and if the funds aren't in your account in the morning I would look into it further.

      I don't think you said how long ago this happened.

      • Feddex on 25/04/2015 - 17:44

        Checked out a month ago (24th/march), and have been in contact with the hotel/my bank since about the 29th, on a regular basis.

        • [Deactivated] on 25/04/2015 - 18:33

          Seems sketchy

  • Unbranded on 24/04/2015 - 21:08

    Happened to me before where the hotel pre-authorised my travel debit card, then the actual charge went through as well. The pre-authorisation funds took 2 weeks to be credited back to my account, leaving me with no money in my FX account to continue my holiday. My lesson learned, use a credit card as security upon check in and pay with debit card when checking out. The bank can't doing anything for you, it is up to the hotel to release your funds.

    • Feddex on 25/04/2015 - 17:51

      Sorry to hear about your holiday, not a bad idea with credit in/debit out setup.

  • fruit on 24/04/2015 - 22:24
    +2

    Where is the bikies option?

  • zerocritical on 25/04/2015 - 08:41

    Do you see a debit transaction for fund as well? Most of the times the funds are just kept on hold and refund is nothing but canceling the hold. So there is neither a debit nor a credit transaction appearing on your statement.

    • Feddex on 25/04/2015 - 17:45

      Yes, the funds did show up as a completed debit to my account, not just a pending/held transaction, which is unusual I would've thought.

  • [Deactivated] on 29/04/2015 - 18:09

    Debit Credit cards can take longer than a 'real' credit card to get refunded. Don't know why, just been told that many times when paying a deposit with my debit credit card.

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