Europcar Complaint
 SUPPLIER |
Europcar |
 INDUSTRY |
Car Rental |
| BRANCH / AREA | Internet Booking | COUNTRY | Germany |
| TIME / DATE | 12:45 Thu 12 Jan | PERSON RESPONSIBLE | Emmah Mahlangu in SA,... |
| CUSTOMER | janinehuman | View all reports by user |
 0
2
|
| PROBLEM | Billing / Accounts |
 Post this report to your Facebook page Post this report to your Twitter page
|
|
| INCIDENT | Thu 12 Jan | ||
| HEADLINE | Over 3 months to refund extra money taken on credi |
||
|
Europcar quoted 258 Euros for car rental in Germany for 3 days at the end of September 2011. On collection, my American Express credit card was debited with 400 euros to cover any extras that might be incurred with the assurance that the difference would be credited back to the card once the car was safely returned. I contacted Europcar in SA for assistance when I had still not received the refund in the 1st work of November 2011. Emmah assisted by forwarding my query to Germany and advised that they have a 14 day SLA. I subsequently received an invoice for 366 euros. When I once again asked when I could expect the difference to be refunded I received no response. I phoned Germany myself to be told that the refund had been done but on checking found that it is not reflected on my credit card statement. This resulted in more emails with the latest being a written advice on 03 January saying the credit card company had been instructed to do a manual reversal. Unfortunately still no evidence of the money in my credit card account and no reply to my subsequent emails asking how long I should expect to wait until the refund instruction was actioned. |
|||
| SUPPLIER'S RESPONSE | Europcar | Time and Date | 16:35:20 | Thu 12 Jan 12 |
|
Hello janinehuman, Dear Janinie As per our conversation a short while ago, we would like to firstly apologise for the inconvenience and delay with receiving your refund from Germany. Please may we kindly request for your communication with Germany in order to escalate the matter further and have the refund resolved as soon as possible. We once again sincerely apologise for the inconvenience caused. Yours Personally Europcar Customer Service |
|||
| UPDATED RESPONSE | Europcar | Time and Date | 16:00:43 | Thu 26 Jan 12 |
|
Hello janinehuman, Dear Janine We are in receipt of your feedback and apologise for the delay in the response to your query from Germany. we have since received a response with regards to your rental and has been forwarded to you today. Please kindly review the response received from Germany and advise further. We once again sincerely apologise for the inconvenience caused and trust the response is of assistance. Yours personally Europcar Customer Services |
|||
| CUSTOMER'S FEEDBACK | janinehuman | Time and Date | 18:13:12 | Wed 25 Jan 12 |
| Utterly Disgusted: I was initially very impressed with the apologetic phone call and email recieved on the day that I logged my complaint. I quickly provided copies of the supporting information requested but received no acknowledgement of my email. I was subsequently copied on an email to the European office and haven't heard a word since | |||
Relevant content (Last 5 Billing / Accounts Problems)
 |
|||
 |
|||
|
|
|||
|
|
|||
 |
Facebook Application
