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Trammein Ndlovu (CS Global)
4 ago 2026, 14:21 CEST
/15441770
Dear Alba G,
Dear Customer,
We are sorry to learn about the circumstances surrounding your hotel reservation and the unauthorised card transactions you have reported. To investigate your claim properly and avoid requesting documents that you have already provided, please send the information below in one consolidated reply. Where a document has already been submitted, please indicate the date on which it was provided rather than sending it again, unless the document has since been updated.
Reservation and account details:
-Booking.com reservation number and, if available, the property’s name and address.
-Check-in and check-out dates, reservation amount, and currency.
-The email address and telephone number linked to the Booking.com account used for the reservation.
-The date and approximate time at which you received the suspicious message in the Booking.com chat.
Suspicious message and link:
-A screenshot or export of the complete conversation, showing the sender, date, time, message content, and link, if available.
-The complete URL of the link, copied as text if possible. Please do not open the link again.
-Confirmation of whether you entered any information after following the link, such as card details, account credentials, verification codes, or other personal information. Please do not provide the actual credentials or verification codes.
-Confirmation of whether you noticed any unusual activity in your Booking.com account, including changes to the reservation, account details, password, or other messages.
-If available, the device and browser used when accessing the message or link, and whether the device was shared with anyone else,
Unauthorised transactions:
For each of the four disputed transactions, please provide:
-Transaction date and amount, including currency.
-Merchant or transaction description exactly as it appears in Revolut.
-The last four digits of the affected card only.
-Whether the transaction was pending, completed, reversed, or refunded.
-Confirmation of whether you recognised or authorised any part of the transaction.
-Confirmation of the total amount that remains outstanding and has not been reimbursed.
For your security, please do not provide the full card number, expiry date, CVV, PIN, passwords, or one-time verification codes.
Revolut dispute and reimbursement outcome
Please provide:
-The date on which you reported the transactions to Revolut.
-The dispute or case reference number, if available.
-The written resolution or final decision issued by Revolut, including its conclusion and the reason provided.
-Confirmation of whether Revolut credited any amount to your account, including whether the credit was provisional or final.
-Confirmation of whether Revolut advised you to contact Booking.com, the hotel, another merchant, or a law-enforcement authority.
Communications and police report:
-A chronological summary of your contacts with the hotel and Booking.com, including dates, communication channels, and any case or reference numbers.
-Copies or screenshots of Booking.com’s written requests for documentation and the stated 15-business-day response deadline.
-Copies of any subsequent responses received from Booking.com, including any explanation provided for the repeated requests or the handling of your personal data.
-The date and reference number of the police report filed in Denmark, if available, together with confirmation of the authority or police station that recorded it.
-Any correspondence from the police, the OCU, or another authority concerning this incident.
Confirmation and authorisation
Please also confirm:
-Whether you have changed your Booking.com password and secured the email account associated with your Booking.com profile.
-Whether you have reported the suspicious link or message to Booking.com through any other channel.
-Whether you are requesting reimbursement of the full outstanding amount of the four unauthorised transactions only, or also claiming any additional direct losses. If additional losses are claimed, please specify the amount and provide supporting evidence.
-Whether you authorise us to review the relevant reservation, chat, account-security, and case records held by Booking.com for the purpose of investigating this claim.
Please provide the requested information through a secure channel and redact unrelated personal or financial information. Once the information has been received, we will review the claim together with the available reservation, communication, and payment records and provide a substantive response regarding the matters raised.
Kind regards,
Ndlovu T
CS Legal Support Advisor
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