Europcar Conversion
 SUPPLIER |
Europcar |
 INDUSTRY |
Car Rental |
| BRANCH / AREA | Cape Town Airport | COUNTRY | South Africa |
| TIME / DATE | 13:42 Fri 20 Jan | PERSON RESPONSIBLE | CRAIG VAN NIEKERK |
| CUSTOMER | Soletu | View all reports by user |
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Tue 17 Jan | ||
| HEADLINE | DEPOSIT NOT REFUNDED |
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I am Vuyelwa Simayile, I hired a car at Europcar from 05 January to 09 January 2012. I returned the car on Sunday night 8th January and was told my deposit will be returned to me by Monday afternoon or early Tuesday the latest. I phoned the airport branch and was told it takes 3-4 days. I phoned the call centre on Wednesday 11th January and spoke to Craig van Niekerk, who said the invoice was never done so he will send it through and the money will be in my bank on Friday 13th January morning guaranteed. This did not happen so I called Craig Monday the 16th January and he said it will be in yesterday and I am still waiting. I asked about the interest I will be paying to the bank, Craig said I must ask the bank to give me proof of interest and they will pay it back. I cannot contact the bank until I know how many days they've been earning interest on my money. What's worse is that I told Craig that I needed to use the money for my children's schooling. I do not know how long must I still wait. This is an inconvenience and I did not expect this from such a big company. |
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| SUPPLIER'S RESPONSE | Europcar | Time and Date | 15:43:00 | Fri 20 Jan 12 |
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Hello Soletu, Dear Vuyelwa We are in receipt of your feedback and thank you for allowing us the opportunity to address your query at hand. As per our conversation today we do confirm that your rental had been invoice by Craig on the 11 January. As confirmed by you on checking your statement the refund has since reflected in your account. We once again sincerely apologise for the inconvenience caused and trust your query has been resolved amicably. Yours Personally Byron Govender Europcar Customer Service Supervisor |
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| UPDATED RESPONSE | Europcar | Time and Date | 16:21:20 | Thu 26 Jan 12 |
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Hello Soletu, Dear Vuyelwa Please note that we are in receipt of your positive feedback received and thank you for taking the time to revert to us as our client's feedback is of the greatest value to us. Have a great day further Yours Personally Europcar Customer services |
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| CUSTOMER'S FEEDBACK | Soletu | Time and Date | 09:31:02 | Wed 25 Jan 12 |
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Over the Moon:
They called me to explain that they have released the money on their side as per telephone discussion, its just that it takes a few days to reflect in my account. They explained to me that it does not always send an sms when they refund the money so I must go and check in my bank account. The money was there and I called them back to let them know. Thank you Hellopeter for this service. |
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