I am a little puzzled with what you are saying here.

1 - Have you actually made a booking for a holiday with OTB either now or in the past?

You say you have documentation and confirmation numbers for two holidays. Who made these bookings?

2 - How have they managed to collect £1,500 from you?

If you can be a little more precise then we may be able to assist.

fwh

Thanks
I'll try and clarify

Reviewed OTB website (within the last 10 days) and selected a holiday, completed the transaction (holiday booked)
Received an email saying "thank you...." and then within minutes another email informing us that the holiday had been cancelled.
Before proceeding with finding an alternative we phoned OTB and gave postcode and address details and were told no holiday booking existed.

When the credit card statement was received (as payment with OTB is full amount immediately) the payment had been made and an explanation sought from OTB . They advised that the first holiday had been accepted and a "second" cancelled!

I can't see how this occured especially as they say no booking existed.

Who would go through the process twice to book the same holiday again!

Careful consideration of the emails shows two booking references, the style of English used is duibious and not clear. Reading them in hindsight gives a different view to that first reading.

When checking OTB web site for either booking neither shows as being available/booked

We're not computer novices and strongly suspect there's some thing as miss with their systems

you will find a link to an otb staff member on in theon the beach thread

contact them and see if they can help

yasus
wizard

Sounds like a problem with the online booking system.

As Wizard has suggested check the link and follow through from there. Do ensure that you do not delete any emails you have received.

One point to consider is that all calls will be recorded. Ask them to check for your conversation when you were told no booking had been made.

fwh

Another action you could possibly take is to ask your CC supplier if they will the £1,500 payment into dispute.

Obviously you will need to sort it out, but it might help focus the minds of whoever at OTB is or is not actually handling it.

fwh

You can find the staff member here more recently (last post) http://www.holidaytruths.co.uk/viewtopic.php?f=49&t=134479

Hopefully He/she will see this thread .

Thank you all for your help, I hope we get this resolved very soon as my partner is finding it extremely stressful, so much so that what should be an enjoyable holiday will be ruined

If anyone can provide more hel I'd be grateful

Have you tried emailing that link that was given on the other topic .

Hello angryUKresident

Please can you Private Message me your OTB or MYB reference number so that we can investigate further.

Many thanks

On The Beach

angryUKresident

you will not be able to send a pm yet.. if you wish you can reply to a blank pm i will send you with the details and i will pass on to OTB for you also if you wish please include your personal e-mail for them to reply to

yasus
wizard

Hi
How do I reply to a blank PM?

Click on Reply at the bottom right of the PM and type in your message in the box that comes up.

luci

Thank you all
We've had a letter from OTB which is a standard letter not admitting liability. Their final paragraph finishes with "They hope we'll us them next time!!!"
They confirm that two identical bookings have been made but as yet they haven't provided transcripts or copies of the telephone voice recordings to prove our calls.

We've contacted the CC company and they're being helpful by disputing the full value debited

We've written to ABTA and Consumer Direct who are both looking into it.

Hi Luci HT Mod
I'm unable to create a PM .Can you help in the same way Wizard HT Mod is offering?

angryUKresident wrote:

Hi Luci HT Mod
I'm unable to create a PM .Can you help in the same way Wizard HT Mod is offering?

I have sent you a PM. Please reply with your details and I shall forward it.

luci

Hi angryUKresident I trust you are now happy with the resolution to your previous issues, since we contacted you.

OTB wrote: I trust you are now happy with the resolution to your previous issues, since we contacted you.

No I'm not we still feel that OTB have not performed well here and are in the wrong.
I'm still awaiting copies of the recorded messages that they save they take to prove our point. Why aren't we gettingthem.. simple we're right & OTB is wrong.

I'm still awaiting proof positive that we did what they say we did.. none has been forth coming

AngryUK resident is extremely frustrated with the couldn't care less, we've got your dosh attitude of OTB.

As it stand OTB will be receiving poor reviews from us for years to come , this shoddy appraoch to customer service is appalling and we are now considering the small claims court

So what was OTBs resolution ?

John

angryUKresident
i take it if you are not happy you are still in contact with OTB.
they appear to think your problem is resolved, so have you gone back to them and told them that you are not happy.
you have a PM address for them, so maybe you should refrain from posting until you have either got this sorted, or until OTB say they will do no more.
i hope you get satisfaction.