Posted By: Complycated
Paid By Other Means - 08/12/21 08:19 PM
Our customer used his bank-issued Mastercard debit card in person to pay for a hotel room. The hotel employee told him the transaction was declined so he paid for the room in cash. The debit card was not declined. When the customer saw the charge on his account he called the hotel to request a refund. The hotel is insisting that the transaction was not completed and that they have no record of it. Our customer is now asking us to handle the dispute. I don't believe Reg E applies as the customer initially authorized the charge. We are unable to submit a chargeback through our processor as the card was present. What else can we do or should we do or are we obligated to do for our customer at this point? Any help is appreciated.