Charged 3 Times for 1 Rental

I rented a vehicle from Europcar (CT International Airport) on 22 May 2018 (contract number ********** 13), and paid for it using my SAA Voyager miles. I provided my Savings account details for the refund to be paid into. I returned the vehicle on the agreed date and received my deposit refund on 2 June 2018.

Exactly two months later, on 2 Aug 2018, Europcar charged R1,839.00 to my bank account, with reference “EUROPCARKQ ********** 13 107520 – STANNIC LEASE”. There was no prior notification or communication from them as to why of for what. I queried it with EUROPCAR (CTIA) directly and dealt with Matsedi Mahlatsi (Customer Services Consultant). He advised me that I provided the wrong Voyager certificate/voucher number (which is impossible, as you need to log into the Europcar website with your voyager login details, and the booking process is automated). I queried this with SAA Voyager on 4 Aug 2018, and their call centre agent, Balalwa, confirmed that the status of the certificate indicated that Europcar was in fact paid.

The matter was escalated to Milton Smith (Snr Credit Controller at Europcar). On 13 Aug 2018, I received an email from Milton where he apologised for the “inconvenience” caused, and confirmed that the matter was finalised and SAA will carry the cost. Today (18 August 2018) another debit went off my account for R933.85, with reference “EUROPCARKQ ********** 13 108359 – STANNIC LEASE”.

Europcar was duly paid for the rental by SAA Voyager, yet I was also charged for the same rental agreement again (twice), more than 2 months later – even after I was assured that the matter is finalised. I will dare to make the following statement given all that transpired – either someone / some staff within your Accounts team are completely and utterly ***********, or there is ********** misconduct within that team.

I insist that this be investigated and resolved without any further delay, and that I receive the appropriate restitution.