They have now informed me that they are going to re-issue a payment for this, so hopefully I will finally get the money I'm owed, but as of yesterday I have now ceased my partnership with Booking.com as I'd just had enough.
No I have still not been paid of this. It's ridiculous. I just keep getting told that they have paid it and recently they sent me another 'proof of payment' to yet again ask my bank to find it. My bank CANNOT find any trace of this payment and it most certainly has not reached my bank account to date.
Leandri - I have managed to speak to a number of customer service advisers, but I guess it must be your luck as none of them seem to be able to really help and tell me that they will 'pass it on' and someone will call me back. I work full time and in an open plan office, so it's hard to discuss this over the phone with colleagues nearby and that is when I can get through to the finance section but I've also had to give up waiting in the queue when I've been hanging on for 30mins and I still don't know how much longer I will need to wait to speak to someone, so most of my communications need to be done through the Extranet messaging system and that's pretty useless too.
I got paid recently for some stays in June, and that went through fine with my bank as it has always done in the past, so it seems to be just something to do with the payment mess-up in May that went AWOL for some reason. But somewhere, some account must be showing a bigger balance than it should have, so why is that not being queried? Maybe someone else was paid 'my money' in error (which would show as if it was actually paid - just not to me) or maybe Booking.com got hacked somehow by a fraudster. I don't know - all I know is that I am still owed money by them and they are not being particularly helpful in trying to sort it out.
Just to say my June payment was credited to my bank this morning (which was a huge relief as the money was needed to pay bills!), so at least I don't have 2 missing payments to chase up on. Still trying to find out when my May payment (from April) is going to be credited though...
No I am still awaiting my payment from April. I've now sent them a letter from my bank, in which my bank confirms that they have not received or rejected the payment that was supposedly sent to me in May. I'm also now worried that my June payment is also going to go astray. I have informed BDC that if they do not sort this out quickly then they will need to cancel my up coming guests as I am not willing to host further guests whilst BDC are in breach of contract regarding payment for hosting these guests and appear unable to sort it out.
I am in EXACTLY the same situation as you. Been given the complete runaround from BDC on this. Told it has been paid but it has never reached my bank account and my bank (TSB) have been unable to find any sign of it whatsoever and STILL I'm being told to go back to my bank as it's been paid and not rejected. In 4 years with BDC, in which time I have always had the same account - I have never experienced this issue and the complete lack of assistance from BDC Customer Services (whether through the Extranet or trying to get a hold of them on the phone) the to get it resolved.
Very poor from a company the size of BDC and I was astounded to hear that they don't actually have a documented, written complaints policy. Any complaints are basically via the Extranet system. Unbelievable!
Exactly the same situation for me. This is absolutely atrocious. I've been given the complete runaround with Booking.com over this. My bank has investigated internally and confirmed the issue is not at their end and that I need to go back to Booking.com yet again (though easier said than done getting through on their phone helpline or getting a satisfactory response from the extranet messaging system. Is this really how to treat your hosts?. I have been with Booking.com for 5 years now (that's quite a lot of commission for doing not an awful lot in my book!) and I have never experienced this sort of issue in all that time.
If I do not get an answer and this sorted our soon, I will also need to pursue through the small courts claim process (which will cost more time and money!).
I feel your pain - I am also still waiting on my payment from April. This is complete and utter nonsense for a company the size of BDC. I'm at the end of my tether and not sure what else to do. My bank says that BDC need to investigate the original payment and trace ti from source to see what has happened with it. The nonsense about here is the 'proof of payment' is not good enough.
I have EXACTLY the same problem right now and am really annoyed with the runaround that I'm getting from BDC. My bank has now carried out an internal investigation to see of the payment went somewhere else by accident but they do not have it. The Finance Dept. is extremely difficult to get a hold off, especially when you have a day job and can't hang on the line until your call gets through.
Does anyone know of BDC actually have a proper complaints procedure? I have asked for that too but am still waiting on it!
Hi Christine,
They have now informed me that they are going to re-issue a payment for this, so hopefully I will finally get the money I'm owed, but as of yesterday I have now ceased my partnership with Booking.com as I'd just had enough.
Delighted you go paid though :)
Hi Christine,
No I have still not been paid of this. It's ridiculous. I just keep getting told that they have paid it and recently they sent me another 'proof of payment' to yet again ask my bank to find it. My bank CANNOT find any trace of this payment and it most certainly has not reached my bank account to date.
Leandri - I have managed to speak to a number of customer service advisers, but I guess it must be your luck as none of them seem to be able to really help and tell me that they will 'pass it on' and someone will call me back. I work full time and in an open plan office, so it's hard to discuss this over the phone with colleagues nearby and that is when I can get through to the finance section but I've also had to give up waiting in the queue when I've been hanging on for 30mins and I still don't know how much longer I will need to wait to speak to someone, so most of my communications need to be done through the Extranet messaging system and that's pretty useless too.
I got paid recently for some stays in June, and that went through fine with my bank as it has always done in the past, so it seems to be just something to do with the payment mess-up in May that went AWOL for some reason. But somewhere, some account must be showing a bigger balance than it should have, so why is that not being queried? Maybe someone else was paid 'my money' in error (which would show as if it was actually paid - just not to me) or maybe Booking.com got hacked somehow by a fraudster. I don't know - all I know is that I am still owed money by them and they are not being particularly helpful in trying to sort it out.
Hi,
Just to say my June payment was credited to my bank this morning (which was a huge relief as the money was needed to pay bills!), so at least I don't have 2 missing payments to chase up on. Still trying to find out when my May payment (from April) is going to be credited though...
Hi,
No I am still awaiting my payment from April. I've now sent them a letter from my bank, in which my bank confirms that they have not received or rejected the payment that was supposedly sent to me in May. I'm also now worried that my June payment is also going to go astray. I have informed BDC that if they do not sort this out quickly then they will need to cancel my up coming guests as I am not willing to host further guests whilst BDC are in breach of contract regarding payment for hosting these guests and appear unable to sort it out.
Well said Paul,
I am in EXACTLY the same situation as you. Been given the complete runaround from BDC on this. Told it has been paid but it has never reached my bank account and my bank (TSB) have been unable to find any sign of it whatsoever and STILL I'm being told to go back to my bank as it's been paid and not rejected. In 4 years with BDC, in which time I have always had the same account - I have never experienced this issue and the complete lack of assistance from BDC Customer Services (whether through the Extranet or trying to get a hold of them on the phone) the to get it resolved.
Very poor from a company the size of BDC and I was astounded to hear that they don't actually have a documented, written complaints policy. Any complaints are basically via the Extranet system. Unbelievable!
Kind regards,
Liz
Exactly the same situation for me. This is absolutely atrocious. I've been given the complete runaround with Booking.com over this. My bank has investigated internally and confirmed the issue is not at their end and that I need to go back to Booking.com yet again (though easier said than done getting through on their phone helpline or getting a satisfactory response from the extranet messaging system. Is this really how to treat your hosts?. I have been with Booking.com for 5 years now (that's quite a lot of commission for doing not an awful lot in my book!) and I have never experienced this sort of issue in all that time.
If I do not get an answer and this sorted our soon, I will also need to pursue through the small courts claim process (which will cost more time and money!).
I feel your pain - I am also still waiting on my payment from April. This is complete and utter nonsense for a company the size of BDC. I'm at the end of my tether and not sure what else to do. My bank says that BDC need to investigate the original payment and trace ti from source to see what has happened with it. The nonsense about here is the 'proof of payment' is not good enough.
I have EXACTLY the same problem right now and am really annoyed with the runaround that I'm getting from BDC. My bank has now carried out an internal investigation to see of the payment went somewhere else by accident but they do not have it. The Finance Dept. is extremely difficult to get a hold off, especially when you have a day job and can't hang on the line until your call gets through.
Does anyone know of BDC actually have a proper complaints procedure? I have asked for that too but am still waiting on it!