Hotwire Complaint - "Could not be processed page" - CARD BILLED with NO BOOKING!
My girlfriend and I attempted to book a Flight and Hotel with Hotwire, the total coming to approximately US$850. We put in our card details and clicked the button to complete. After a delay, a page came up informing us that the transaction could not process. My girlfriend checked the bank account to verify that there was enough money for the card, and suddenly saw that Hotwire had charged us $440 or so dollars, yet provided us with no booking.
After calling Hotwire to complain, at around 10pm PST, the absolutely hopeless call center person refused to do anything, and explained the charge was a "hold", which doesn't make sense to me, since before Hotwire I had only heard of Pre-Auths and Charges, but never "holds" that show up like transactions on your statement. He told me that the billing department was closed and to call back tomorrow.
Well tomorrow comes and my girlfriend calls, only to be told there's nothing they can do and to call up the bank to release the hold. So we're back to passing the buck around. Why can't Hotwire just refund the money like any other company would? Why is it so difficult to resolve something like this, and why is it acceptable for a company to take nearly $450 without providing a product or service?!
After calling the Bank, they informed us that it was indeed a hold, and that it would be five business days for them to complete an investigation. As I write this I am STILL out $450 dollars.
It seems like if anything goes wrong with Hotwire, or you're mistakenly charged, they can't do a damned thing about it. That should set alarm bells ringing for anyone else thinking of booking with them.
I have been buying things online for the past 10 years and have never experienced anything as horrible, unprofessional and corrupt as this disgusting company and, quite frankly, I hope that they go bankrupt.