- Report: #1489768
Complaint Review: U.S. Bank Credit Card -
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U.S. Bank Credit Card
United States
Web:
usbank.com
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U.S. Bank Credit Card Chargeback even though I had provided all backup and documentation for validity of charge
I provide short term vacation rental studio and list my unit on Airbnb as well as Booking.com. When ever someone books through Booking.com I have to process the credit card myself. We do not have a check in counter to meet our guests and swipe their credit card upon arrival so I ask my guests to provide their ID and credit card (only last 4 digits showing) to verify that the names match (Reservation, ID and Credit card).
I then manually key in the charge and forward our guests check in insturctions with their own personal 4 digit code to enter the rental. One of my guests stayed for 2 nights in August. 3 months later she submits a chargeback to her credit card stating she knows nothing about the charge. I was notified that I needed to submit proof that this was a valid charge to dispute the chargeback.
I submitted the rerervations details with the terms, dates, rules, etc from the Booking.com site as well as a copy of her credit card and ID that she provided me. I even submitted additional correspondence that we had before and during her stay at my studio.
US Bank sided with her and therefore they took back the $390.00. Even IF there was a chance that someone stole the credit card and ID and made a reservation in that name I as a business should not be held liable for fraudulent use of a credit card card if I did my due diligence in verifying the information all matched.
US Bank should not deduct the balance from me. How can an online business survive if everyone can just charge what they want and then say they know nothing about it. There should be business protections built into the fees we pay for using the credit card processing in the first place. I could understand if I had not done due diligence in verifying the credit card, ID and name on reservation all matched.
1 Updates & Rebuttals
Jim
Beverly Hills,California,
United States
It's a Part of the Risk to be in Business
#2Consumer Comment
Thu, January 02, 2020
How can an online business survive if everyone can just charge what they want and then say they know nothing about it. When you start a business, there is the inherent risk of fraud that will be perpetrated upon your business, regardless of the business. There should be business protections built into the fees we pay for using the credit card processing in the first place. The real protection should be to raise your price to cover fraud and other bad debts. This is a normal precaution that affects all businesses.
I could understand if I had not done due diligence in verifying the credit card, ID and name on reservation all matched. You seem to be assuming the cardholder, and the person who rented your studio are the same person. They may not have been, especially in a phony ID situation. It has happened to me.
Even if you provided all of the information as you indicated, if the person who stayed in your rental stole the CC number and provided a phony ID, then are you really expecting the CC holder to pay for the fraud committed? Of course not. The CC company isn't going to pay because they aren't a party to your transaction. This means you are going to be out the revenue in a case where the CC was stolen and a phony ID used.
I don't know how often this sort of thing has happened to you, but in a year, you may have to increase your rental cost of the studio by 3-5% to offset these sorts of bad debt losses. Or, you can stop using booking.com, or raise the price for rent on booking.com only?
The key is to get the CC payment secured at least 3-5 days prior to the guest staying in your studio. This will provide data to the actual card holder that either (a) the reservation is set, or (b) it's an invalid charge. This will at least mitigate some of your lost revenue situation.
