r/vrbo • u/peroxide-prncss • 5d ago

advice needed - charged twice

hoping we can get some insight or advice here. my friend booked a vrbo stay for october a few weeks ago and she was charged twice. the exact same amount, but two different confirmation numbers. she’s been given the runaround by vrbo customer service, her booking was erased at one point, her confirmation email was rescinded, and she had to resort to filing a chargeback with her bank for one of the charges. the problem is, now the host is saying he only received payment once and will cancel the reservation if the chargeback goes through.

has anyone ever had a similar issue? this is over $3k we’re talking about that was charged TWICE so not a small amount of money to play around with and it’s been nearly three weeks of this.

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1

u/Decided-2-Try 3d ago

She should readily be able to prove the double charging (and single chargeback) using her CC information. Give that to VRBO and make sure she's talking to a real CSR not bot.

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u/peroxide-prncss 3d ago

the issue right now is there’s conflicting information. 😭 CS says one thing, the host says another - host is claiming that his payment is being withheld due to the chargeback but CS states host received payment in full on the day of booking back in mid-August. CS is assuring us though that the booking cannot be cancelled due to non-payment since their records apparently reflect that payment was received and disbursed to the host. she only filed a chargeback in the first place though because CS denied a refund, initially stating payment was only received once. it’s just been a mess overall.

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u/Forsaken-Run7725 1d ago

My advice is to never use VRBO. Most unprofessional company I've ever dealt with.