Booking.com & Hertz Refund ****!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I am writing to express my deep disappointment and frustration with the poor service I received from Booking.com and Hertz Rent a Car, specifically Hertz Windhoek International Airport. My experience has been marred by a series of issues, including incorrect information provided, a lack of responsiveness, and an unreasonably delayed refund.

On October 30, 2022, I rented a vehicle from Hertz Windhoek International Airport. At the time of pickup, I was informed that a credit card was required for the holding deposit, which would be released upon returning the vehicle. As I only possessed a Visa DEBIT card, I mentioned this to the attendant, who assured me that I could use my DEBIT card. However, she failed to mention that the refund would take up to a month to process.

Consequently, I proceeded with the transaction using my DEBIT card, and the holding deposit was deducted from my account. This deduction is evident on my bank statement, clearly indicating that the funds were withdrawn from my bank account.

I returned the vehicle on November 3, 2022, to Hertz Windhoek International Airport in the same condition as when I initially rented it. After the vehicle inspection, I was informed that only the fuel charges would be deducted from the deposit.

Upon the completion of a month following the drop-off, I contacted Hertz Windhoek International Airport to inquire about my refund, as per the information provided to me. I was assisted by Mr. Romess Bock, who suddenly informed me that DEBIT cards were problematic. I firmly expressed my dissatisfaction, stating that they cannot claim DEBIT cards are an issue after deducting funds from my account, and they are obligated to refund me promptly. Mr. Bock responded by stating that the money was merely put on hold, and I should contact my bank regarding the matter.

In response to this conflicting information, I reached out to my bank and requested the release of the funds, providing them with the "authorization number" supp**** by Hertz. My bank, however, clarified that it is not possible to place a hold on funds using a DEBIT card and that the amount was deducted as a purchase. They advised me that it is the responsibility of the service provider to initiate a refund to my account. I promptly forwarded this communication from my bank to Hertz, demonstrating that the amount was debited from my account.

Since then, I have been in constant communication with Booking.com's aftercare team, represented by Michela, Sara, Marianna, and Novel, for the past eight months in an attempt to recover my refund. Each week, I am requested to resubmit the final invoice, my bank statement, and a letter from the bank confirming that I have not received the refund. I have diligently provided these documents numerous times, yet the refund remains elusive. I cannot help but suspect that this extensive delay may be a deliberate tactic, which has adversely affected me financially, particularly considering the current economic climate.

Despite my persistent efforts, I have been unable to reach Hertz customer care using the provided phone number ********** or +**********0. My complaint emails to *********** have only resulted in automated responses, instructing me to resend my email if I have not received a ticket number.

The situation has become increasingly frustrating and unsustainable. I find it highly concerning that Booking.com and Hertz, two reputed companies, conduct business insuch a manner with their valued customers. I am reaching out to fellow customers who may have experienced similar issues with Booking.com and Hertz, seeking guidance on how they were able to resolve their refund disputes. Furthermore, I would greatly appreciate any legal advice or suggestions on how to proceed, as I feel I have exhausted all other options.

It is now July 6, 2023, nearly eight months since I returned the vehicle, and I have yet to receive my confirmed holding deposit refund of approximately R17,000.00. This delay has caused significant financial strain and undue stress.

I implore Booking.com and Hertz to address this matter promptly and rectify the situation by issuing my refund without further delay. I expect a response within [reasonable timeframe, e.g., 10 business days] detailing the steps being taken to resolve this issue. Additionally, please provide a reliable contact number and email address through which I can directly communicate with your customer service representatives.

Failure to address this matter appropriately will leave me with no choice but to explore legal remedies and share my negative experience widely through social media and relevant consumer forums. I genuinely hope it does not come to that and that we can resolve this matter amicably.

I look forward to a prompt resolution and a satisfactory resolution to my complaint. I appreciate your attention to this matter.