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Can't reply to Finance department message

If I send a message to the finance department for support (effectively open a ticket) when they respond I am not able to reply to that response, they close the ticket automatically meaning I have to open another ticket and go back to square one. 

Does anyone else have this problem or is it just in Croatia where I live?

6 Replies

4
Barry Reilly

Hi Derek,

 

That sounds very odd and not normal at all, even for a ticket system. I work in I.T. so I'm aware of how they should and usually work. I would strongly reccomened goto the 'contact us' below in the footer of this page and see what phone option is given. Support dont actually monitor these partner page to give support only the community manager and us fellow partners do. What happens when you simply click reply to , on the email from the system? do you get a bounce back? or what other scenario appears?

 

Kind Regards

26 days ago
8
pibomarco

I think that's just how it is. On some threads you can reply, some you can not.  I guess this helps them to reduce the high amount of unnecessary messages that saves them time and to be more focused on threads that need their attention.

 

You can still copy/paste their reply in a new message and continue from there.  

25 days ago
2
Derek Newark

I can hit reply to all messages except from the finance dept which always closes the ticket. I also am a retired I.T. pro and in 35 years have never known a support system that automatically closes a ticket effectively saying "if you don't like this answer then tough luck, that's all you're going to get".  The main problem is the finance dept  refuses to reply in English despite the fact all booking.com employees are required to speak English. If I copy and paste the first message they will reply in Crotian so I am back where I started.

I have phoned amsterdam several times and they have looked through my messages and are amazed at what a mess my account is accepting it is their fault, they promise to sort it out but nothing ever gets done and it has been like that for three months now. 

Amazingly there is no complaints department to escalate it. The help pages say if I want to make a complaint I have to send a message to the finance department.When I do that what happens ? They either ignore it or don't give me an answer and close the complaint.

 

25 days ago
8
pibomarco

Can you share with us your issue / question regarding the finance department?

 

I had this "problem" with Expedia, since our country (Slovenia) was under their "Balkan assitance team", and I received replies in croatian although I sent questions in english and it was very annoying for me. So I can relate.

 

Booking.com is "promising" replies in aprox 1 day. I do imagine that they receive tons of messages.. every kind of messages.. It's a big company with a lot of "angry" hosts with lots of important and less important questions. :) 

 

Is it right I am not saying that.. but I guess I do understand the perspective why they disabled the replies in some categories such as finance. 

 

25 days ago
2
Derek Newark

The issue is for years they invoiced me in Kunas and I paid immediately with no problems. Out of the blue the sent an invoice in Euros but told me I had to pay in kunas. I asked how many kunas that was and they replied (in croatian) with an exchange rate and not a figure. I calculated the figure using their exchange rate but apparently that was not the correct amount but they refused to tell me exactly what the correct amount was. So three months and another euro invoice later I am told I will be penalised if I don't pay their invoices but I have no idea how much I have to pay. 

Maybe it saves them time by closing tickets automatically but I have wasted hours on this. incidentally my wife is Croatian and she can't make sense of their messages. According to her (and google translator) the message says I have over paid and yet the invoice I paid is marked not paid.

25 days ago
8
pibomarco

Are you sure that you need to pay in kunas since you received an invoice in euros? Probably it would be everything OK if you paid the invoice in euros. 

It sure is an annoying issue. Try to get in touch with your account manager. Hope you resolve it.  

25 days ago