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Forums Hotel loyalty schemes IHG One Rewards IHG / Curve duplicate charge issues

  • NorthernLass 7,466 posts

    2 weeks ago I tried to renew Ambassador using Curve linked to Virgin to avoid the FX fees. Payment was declined so I gave up and used 40k points, which was successful. But – then after the weekend 3 lots of $200 charges appeared on Curve/Virgin. I emailed IHG Ambassador and after a week they started replying, saying they couldn’t see the transactions and asking for more and more account details.
    Then last weekend the charges the refunded with no warning so I replied to the last IHG email and told them it was all sorted. Except – on Tuesday the 3 payments were taken again! This is very odd as well as inconvenient as on that day my Curve card was locked and fronted disabled. I’ve opened a new complaint with IHG but they seem totally clueless about what’s gone on.
    I’ve also opened a chat with Curve but it sounds like they are also pretty useless at the moment. Even weirder, the Virgin app is showing the 3 separate dates when all this happened, but Curve is showing all 6 payments going out on the same day and no refunds. Has anyone got the first idea what might be going on?!

    Chas 143 posts

    Yikes….! I’ve nothing to add which can help you I’m afraid Anna, but this seems really odd. Have you disputed the charges with Virgin yet? I wonder to what extent the hack is still hindering IHG’s ability to run their business properly, and whether this is a symptom of that, or just their generic crap IT!

    Either way, I’ve been surprised that as far as I am aware IHG haven’t made any further public statement on the hack; if any customer information was stolen I believe that they have an obligation to make us aware as soon as they are aware of that having happened, and yet there is still radio silence from them. I don’t think it’s coincidence that since it happened I’ve received phishing texts purportedly from Evri which I have never had before. Hope you get it sorted without having to waste too much time.

    NorthernLass 7,466 posts

    I just assumed Virgin would say it’s nothing to do with them because I used Curve?

    Harrier25 846 posts

    It most certainly is a Curve problem because they processed the transactions. The Curve chat function is totally useless. You need to email support@imaginecurve.com

    Chas 143 posts

    I just assumed Virgin would say it’s nothing to do with them because I used Curve?

    I suspect that is what they will say too. But given how rubbish Curve is at responding to any queries I was thinking that a belt and braces approach might be appropriate.

    NorthernLass 7,466 posts

    I don’t really want the underlying card to start looking at this and decide it’s another thing they’re going to charge for!

    Thanks @Harrier25, I’ll see what the next response from IHG is then email Curve if there’s no progress.

    Harrier25 846 posts

    It won’t be a transaction that Virgin will slap a fee on for and there’s no harm in raising it with them. I just don’t see there’s anything they can do to assist, but as the old saying goes…if you don’t ask, you don’t get.

    tiriavpo 311 posts

    Had a similar issue with curve when I tried to sign up to Ambassador – got a message saying the transaction was declined, so I used a different card (and then got charged FX fee – doh!). Then saw that the charge had been processed on curve as well. Curve have refunded the charge but it all seems a bit odd if others are having the same issues.

    Also, it has made me IHG Platinum but my account says only until 31 Dec 22 – should that be for the duration of my Ambassador membership?

    NorthernLass 7,466 posts

    Yes, but it might reset itself at the end of the year? If not email the Ambassador help desk. They are very slow at the moment but better than nothing.
    Curve won’t do anything while I’m still tooing and froing with IHG. When did this happen? My charges were refunded then taken again 10 days later!

    tiriavpo 311 posts

    Happened 3 weeks ago – I got onto curve straight away and they refunded the transaction within a couple of days. They were helpful but prob should have got the other one refunded instead.

    AnotherUser 186 posts

    I’ve just had similar happen – paying for Ambassador by Curve failed, I paid on a different card, and now the charge is showing on Curve 🙁 Hopefully I can get it refunded quickly!

    AnotherUser 186 posts

    Resolved for me when ihg refunded

    Anna 458 posts

    I eventually got all 3 charges refunded but it took a good 4/5 weeks of badgering IHG who kept saying they’d done the refund. I had to send screenshots of the Curve transactions as they just kept saying at first that they had no record of the transactions. It doesn’t help that each email goes to a new agent and none of them have English as a first language so I had to explain every single time what the problem was – I copied and pasted it after the first few times!

    CassarJ 1 post

    I had exactly the same issue – who do you contact at IHG?

    NorthernLass 7,466 posts
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