Orbitz Informative - Orbitz breaks Federal Law: Fare Credit Billing Act
CAPITAL, DISTRICT OF COLUMBIA -- How Orbitz acted after better business buearu intervention, in response to:
Consumer’s Original Complaint :
Consumer alleges in July 2006, someone used my credit card to purchase tickets on the Orbitz website. I contacted my credit card company and they agreed it was a fraudulent purchase. In Feb 2007 Orbitz says they understand I disputed the charges and while Chase ( My credit card company ) determined I was not liable, Orbitz still thinks I should pay them. The amount in dispute is greater than $240.00 .
Consumer’s Desired Resolution:
To resolve this complaint I would like the Orbitz to stop sending this to collections and clear my account. Also, acknowledge the previous correspondence I sent by certified mail on March 2007. The record locater number is XXXXXX.
04/06/2007 fpp BBB Complaint Received by BBB
04/06/2007 fpp BBB Member or MIP Complaint Validated by BBB Operator
04/06/2007 otto MAIL Send Acknowledgement to Consumer
04/06/2007 otto BBB Inform MIP Member of Complaint
04/06/2007 WEB BBB RECEIVE BUSINESS RESPONSE : Contact Name and Title: Jeff Moss Customer Rltns
Contact Phone: 312-894-5000
Contact Email: firstname.lastname@example.org
Dear Mr. XXXX:
Thank you for contacting Orbitz. I appreciate this opportunity to review and respond to you inquiry.
Inquiries sent to the Better Business Bureau are sent to the Customer Relations Team at Orbitz for review as we are able to assist with nearly every type of inquiry. Matters concerning fraud are handled only by that area and can not be addressed in this forum.
If your bank accepted your dispute as fraud, they may have offered a credit; however, Orbitz may choose to pursue the matter. This dispute will have to be settled with email@example.com and sufficient proof of fraud provided.
I regret I am unable to assist you further with this matter.
04/06/2007 kmm MAIL Forward Business response to Consumer
04/10/2007 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
In response to the invoice associated with record locator: XXXXXXXXXXX.
I mailed my initial response to Orbitz via certified mail return reciept request, on 2/13/2007.
Kindly note until BBB intervention I had not even received a written response from Orbitz addressing my initial response, only more bills demanding payment, a payment which as I explained in my initial letter that under law I am not liable or responsible for.
If you wish to recover this payment, you need to speak with Chase, my credit card company. Under the Fair Credit Billing act (which is federal law) I understand that Chase is liable & responsible for any fraudulent charges on my account, not the cardholder.
Your collections department needs to stop sending me invoices, that being said I have contacted that Chicago Better Business Bureau office and filed a complaint subject to your questionable collection practices.
I suggest you send a copy of this correspondence to the attention of your General Counsel’s office for their review so they may advise your staff on the ramifications of your current business practices, also it is imperative that your collections staff understand the finer points of the Fair Credit Billing act and how it may pertain to some of the questionable actions they have taken with my case.
Now, be advised regarding record locator: XXXXXXXXXXXX; effective immediately Orbitz must vacate any claim they might have of me owing anything on this account.
Thank you for your time and consideration,
addtl info: On 4/9 I spoke with Karen Klein Orbitz General Counsel and advised her of the complaint.I also e-mailed Karen Klein a copy of all corrospondence to firstname.lastname@example.org and cc’d email@example.com as suggested by Jeff Moss of Orbitz customer relations in his inital rebuttal to my complaint with the Chicago BBB. I am now waitng to hear back from Orbitz General Counsel and/or the Orbitz dispute department. Thank you to the BBB staff who have helped me facilitate this process.
04/10/2007 kmm EMAIL Forward Consumer Rebuttal to Business
04/11/2007 WEB BBB RECEIVED BUSINESS’ RESPONSE TO REBUTTAL : Dear Mr. XXXX:
I asked our Revenue Protection Manager to update me on your file. He has advised that the matter has been closed and no further action is being taken. The Disputes Department should also be emailing you this information.
04/11/2007 kmm EMAIL Send Consumer Bus. Response - Close AJR
04/11/2007 otto BBB Inform Business - Case Closed AJR
04/11/2007 kmm BBB Case Closed AJR
They finally gave up on getting me to pay, I am now glad to air their dirty collections practices before the forum. They are atempting to take advantage of anyone they can, avoid Orbitz!!!